Mumbrella Finance Marketing Summit: Social Media Reputation Management
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Insight into latest social media statistics and practical tips for managing your reputation online.
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Mumbrella Finance Marketing Summit: Social Media Reputation Management
- 2. Contents • Hello 1. Fast facts 2. Reputation management @quiip
- 3. I’m Julie from Quiip ME: GM @ Quiip | a decade in digital roles | community manager at heart | data geek | word nerd | passion for risk-averse orgs & finance | Westpac, uBank, AMP Capital, Nestle corp comms et. al. QUIIP: est. 2010 | 24/7 support | forum communities & social media | Australian | Coca-Cola, Big W, Gov’t, NFP | retail finance, superannuation, wealth, mutual, community banks. @quiip Hello
- 4. FAST FACTS
- 5. http://quiip.com.au/44-must-know-social-media-statistics-for-january-2016/ http://www.socialmedianews.com.au/social-media-statistics-australia-july-2016/ @quiip 15million Australians on Facebook 14million Australians on YouTube That’s 116%of our online population!
- 6. Australia’s favourite social networks: @quiip 3.5million LinkedIn 4.2million Tumblr 5million Instagram 2.8million Twitter http://www.socialmedianews.com.au/social-media-statistics-australia-july-2016/
- 7. http://quiip.com.au/44-must-know-social-media-statistics-for-january-2016/ @quiip 12.4million Australians will make at least one digital purchase in 2016 That’s 96% of the online population
- 8. http://www.prwarrior.com/2016/03/edelman-trust-barometer-australia-2016/ @quiip 75%of people trust the opinion of family and friends more than: • Experts • Companies • CEOs • Journalists • Celebrities and personalities • Politicians • ANYONE ELSE
- 9. http://www.convinceandconvert.com/social-media-research/5-social-media-customer-service-stats-you-must-know/ https://www.sensis.com.au/about/our-reports/sensis-social-media-report @quiip 40%of customers who complain via social media expect a response within 1 hour
- 10. @quiip 66%of all bad reviews occur via social media and apps http://wersm.com/your-digital-footprint-online-reputation-breakdown/
- 11. @quiip 65%of people see the internet as the most trusted source of information http://wersm.com/your-digital-footprint-online-reputation-breakdown/
- 12. Where do you start? @quiip
- 14. If you fail to plan, you plan to fail. BENJAMIN FRANKLIN @quiip
- 15. @quiip 1. Legal or Regulatory 2. Brand or Reputation 3. User or consumer Quiip’s 3 types of risk
- 16. @quiip
- 17. @quiip 1. Social media policy 2. Understand platform terms of use, privacy policies, employee code of conduct, and campaign terms and conditions 3. Social media guidelines 4. Content assessment guides 5. Escalation processes 6. Response matrix 7. Internal community management guidelines Seven essentials for your social media toolkit
- 18. @quiip TIP 1: BE HUMAN. EMPATHISE. One of the complaints we see most often for financial services is that consumers are not being dealt with in a human way. They dislike being given a copy & paste corporate line.
- 19. @quiip TIP 2: BE EVERYBODY’S BEST FRIEND Engage with and educate staff internally: tech/ digital, internal comms, PR & corp comms, HR, marketing, frontline staff & branch networks. Get their buy-in before issues arise or as early as you identify a risk. Become a ‘social business’.
- 20. @quiip TIP 3: BROADCAST VERSUS ONE-ON-ONE It’s overwhelming to receive a high volume of comments relating to an issue. Broadcasting a message via social channels might seem like a quick fix but will attract more activity. Often the time & effort taken to respond one-on-one is the best way to help consumers and protect your reputation.
- 21. @quiip TIP 4: LISTEN Use social media listening or monitoring tools to identify mentions of your brand and related terms. Monitor closely and update escalation and response plans for emerging issues. Connect with advocates to spread positive stories and respond to detractors promptly.