social media in financial services
Post on 16-Sep-2014
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In this presentation Christophe Langlois, advisor, speaker and blogger at Visible-Banking.com presented "Customer Experience Without Borders: a Practical Guide to Social Media in Financial Services". What is happening and what is successful in the online banking space, with regards to online customer experience, mobile and social.TRANSCRIPT
© Visible Media Ltd 2011 / Visible-Banking.com
Customer Experience Without BordersSocial Media in Financial Services
Globally – 09/06/2011
© Visible Media Ltd 2011 / Visible-Banking.com
http://bit.ly/VBBook
© Visible Media Ltd 2011 / Visible-Banking.com
700MFACEBOOK
300MTWITTER
How Much do You Know?
© Visible Media Ltd 2011 / Visible-Banking.com
Voice Of the Customer
CGCCustomer-Generated-Content
The (Real) Voice Of the Customer
eReputation
UGCUser-Generated-Content
1. Noise2. Contributors
3. Response
4. Data
5. Action
Unstructure
d
?
Outreach?
Influencers?
2. Moderate
3. Analyse Transform
+ Tagging
4. Display Interactive
& Relevant
1. Capture Proactively
& Securely
© Visible Media Ltd 2011 / Visible-Banking.com
Turn your Customers into Brand Ambassadors
ACCELERATE ADOPTIONINCREASE RETENTION
x32
+80%
INCREASE USAGE & ACQUISITION
© Visible Media Ltd 2011 / Visible-Banking.com
When Banking Takes on Retail
>90%UGC
© Visible Media Ltd 2011 / Visible-Banking.com
Fully Leverage the Power of the Crowd
CHANGE BRAND PERCEPTION
2.9 (1.1) Million
IMPROVE EXISTING PRODUCTSCREATE PRODUCTS & SERVICES
263 (17) Ideas
© Visible Media Ltd 2011 / Visible-Banking.com
Facebook Watch: Trends March 2010-2011
March 2010
Pages: 276Fans: 2,589,203Apps: 20
>1,000 (79). >5,000 (29), >20,000 (7), >100,000 (2)
Top 10
# Fans: 2,295,379 (88%)New Fans: 112
March 2011
Top 10
# Fans: 6,759,373 (64%)New Fans: 1,348
Pages: 626Fans: 10,411,227Apps: 75
>1,000 (296). >5,000 (136), >20,000 (54), >100,000 (18)
Source: http://Visible-Banking.com/VBFW
September 2010
Top 10
Pages: 428Fans: 4,787,405Apps: 37
>1,000 (170). >5,000 (65), >20,000 (23), >100,000 (4)
# Fans: 3,612,235 (75%)New Fans: 459
© Visible Media Ltd 2011 / Visible-Banking.com
Activity?
13 Top Facebook Pages>100,000 Likes
Community: Size vs Engagement
192 Posts (4-56, 14), 114k likes (597), 17k comments (94), 15/5k, 23/57 (53% open wall)
Top Liked Top CommentedEngagement
23/57 15/5k
© Visible Media Ltd 2011 / Visible-Banking.com
Twitter Watch: Trends March 2010-2011
March 2010
Accounts: 970Followers: 446,598
>500 (221). >1,000 (88), >5,000 (7), >10,000 (2)Verified (-)
Top 10
New Followers: 15.3New Tweets: 8.1Following / Followers: 53.94%
September 2010
Accounts: 1,280Followers: 855,195
>500 (396). >1,000 (202), >5,000 (25), >10,000 (8)Verified (17)
Top 10
New Followers: 51New Tweets: 12Following / Followers: 37.80%
March 2011
Accounts: 1,346Followers: 1,473,517
>500 (515). >1,000 (293), >5,000 (44), >10,000 (21)Verified (33)
Top 10
New Followers: 87New Tweets: 17Following / Followers: 34.70%
Source: http://Visible-Banking.com/VBTW
© Visible Media Ltd 2011 / Visible-Banking.com
FOLLOWERS?
Know Your Followers/Fans
UK (60%) 9.7% 1,000+38.3% <50
TOTAL (100%) 9.1% 1,000+47.1% <50
@sexy_snake_ssss, @Gerard_Menvussa, @AngryHSBCClient, @madsxxx
© Visible Media Ltd 2011 / Visible-Banking.com
How Much Do You Know?
© Visible Media Ltd 2011 / Visible-Banking.com
A Pragmatic Approach to Social Media (SM)
1 LEARN & BENCHMARK
3 MINIMIZE YOUR RISK
BUILD YOUR SM PLATFORM5
PROMOTE YOUR SM PRESENCE6
2 YOUR CUSTOMERS FIRST!
7 CONTENT STRAT. + CALL2ACTION
8KNOW (KYF) & REWARD YOUR FOLLOWERS/FANS
11
LIVE & LEARN!
9 SET YOUR BUSINESS GOALS
10 GROW INTERNAL KNOWLEDGE
4 LISTEN + IDENTIFY + ENGAGE
© Visible Media Ltd 2011 / Visible-Banking.com
CX w/o BordersBook / e-Book
(>250 pages)
THANK YOU - 0044 7736 446 357 [email protected]
http://Visible-Banking.comUnderstand & Leverage Social Media
Advisor/ Speaker / Event Organizer
* 5 workshops in Europe & Asia* 100+ video interviews* 2,400+ initiatives tracked in 70 countries
#innovation #VOC #moderation #reward #KYF #facebook #twitter #foursquare #blogging #ROI #onlinecommunity #promotion #HR2.0 #PR2.0