social media for finance
DESCRIPTION
Social media and financial services have always been a challenge. With compliance at the heart of the issue, Financial Advisors are now adapting and using Social Media like never before. They are happy to communicate with potential customers via social media platforms and create more business. Finance and social media create infinite possibilities when it comes to financial services. Take a look at our slide to see what you might be missing out on. Head over to our Hothouse for tips on how to connect with GEN Y. ow.ly/uXdVfTRANSCRIPT
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Our customers don’t trust us! Why financial service companies should use social media to regain the trust of their customers Part 1
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Financial Services have a problem…
How much do you trust the industry?
Technology 77%
Automotive 69%
Food and beverage 66%
Consumer packaged goods 65%
Telecommunications 62%
Brewing and spirits 62%
Energy 59%
Pharmaceuticals 58%
Media 53%
Banks 50%
Financial services 50%
Financial services are trusted the
least of all industries surveyed
… people don’t trust them
Source: Edelmen 2013
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In five years the number of customers who trust companies in financial services has fallen considerably
56% 53%
63%
51%
35%
26%
56%
42%
47% 45%
35%
45% 47%
44%
38%
32% 31% 31%
23% 22% 19%
11%
0%
10%
20%
30%
40%
50%
60%
70%
Global Poland France Netherlands UK Ireland
2008 2013
Source: Edelmen 2013
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4% 14%
35% 29%
6%
12%
Once Twice Three times
Four or five times Six to nine times Ten or more times
More than 60% of financial services customers need to hear company information 3-5x before they will believe it
Source: Edelmen 2013
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And yet, engagement and integrity are not incorporated into most financial service firms social media messages
59%
62%
63%
63%
64%
64%
65%
67%
55% 60% 65% 70%
Treat employees well
Communicates frequently & honestly on
Has ethical business practices
Offers high quality products or services
Has transparent and open business practices
Places customers ahead of profits
Takes responsible actions to address issue/
Listens to customer needs and feedback
Customers rank the most important trust building attributes for financial services companies
ENGAGEMENT INTEGRITY PRODUCTS/SERVICES
Source: Edelmen 2013
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More than 80% of consumers said it would be important to read user generated content before making a decision about banking or other financial services….
Source: Bazaar Voice 2011
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…Whereas 56% of consumers who post about personal finance online will use social media to find finance products for purchase
Source: Global Web Index 2013
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44% of millennial’s say they would not purchase insurance without referencing others' opinions
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77% of long-term customers would recommend their financial firms to others – they are the second largest promoter for these types of firms
Source: Bazaar Voice 2012
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45% of online US adults who have a Twitter account are interested in interacting with financial services firms via Twitter
Source: Forrester 2012
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Last year, more than 25% of online audiences globally wanted to be contactable at all times over matters relating to their private affairs
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3 ways you can build trust through social media now
• Incorporating customer feedback is effective marketing. Customers reviews will strengthen claims your firm makes
Listen to your customers
• Social media lets you connect with customers directly. Use it to build stronger relationships and trust online
Direct customer contact
• Customers consult peers before making a purchase. Promote your online advocate reviews can help to positively impact sales
Promote your online advocates
Source: BLOOM Worldwide 2014
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Go to www.bloomworldwide.com/finance to find more social media resources tips and advice tailored for financial
service companies