DISSOLVING BOUNDARIES    Using Twitter from a Customer Service    Perspective and as a Lever for other Parts of    the Org...
WHAT WE’LL COVER    Look at what Twitter means to Barclays    How we got the service live    Some key learning’s    Ou...
FRAMEWORK FOR SOCIAL SUCCESS                                              The Customer                            Our cust...
TWITTER FOR BARCLAYSTweet this now #smwdna
GETTING OUR SERVICE-LED INITIATIVE LIVETweet this now #smwdna
GETTING OUR SERVICE-LED INITIATIVE LIVEStakeholders                       Tool/Audit           @what?  Governance         ...
OUR KEY TAKEAWAY’S                         67% of mentions are during                         existing working hours.     ...
OUR KEY TAKEAWAY’S  Type of enquiries weren’t as   expected       • Much more detailed  Weekly review of responses      ...
NEXT STEPS FOR US                     Proactive                                           Hours/Days                    En...
SUMMARY  A very well received pilot, planned for rapid scaling   and growth  A huge amount of ‘formality’ in a FS busine...
ANY QUESTIONSTweet this now #smwdna
Upcoming SlideShare
Loading in...5
×

Dissolving boundaries – using Twitter from a Customer Service Perspective and as a Lever for other Parts of the Organisation

585

Published on

Presentation delivered by Robert Wint at Making Social Part of Your DNA, a conference held during Social Media Week 2012 in London.

For more information visit http://www.socialmediadna.co.uk

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
585
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "Dissolving boundaries – using Twitter from a Customer Service Perspective and as a Lever for other Parts of the Organisation"

  1. 1. DISSOLVING BOUNDARIES Using Twitter from a Customer Service Perspective and as a Lever for other Parts of the Organisation Robert Wint, Head of Digital Marketing, Barclays BankTweet this now #smwdna
  2. 2. WHAT WE’LL COVER  Look at what Twitter means to Barclays  How we got the service live  Some key learning’s  Our next steps  SummaryTweet this now #smwdna
  3. 3. FRAMEWORK FOR SOCIAL SUCCESS The Customer Our customers shape our social media activity and roadmap Proactive Brand Customer Customer Customer Building & Needs Sentiment Engagement Reputation Management Colleagues Providing guidance and policies to ensure Barclays empowers while remaining protectedTweet this now #smwdna
  4. 4. TWITTER FOR BARCLAYSTweet this now #smwdna
  5. 5. GETTING OUR SERVICE-LED INITIATIVE LIVETweet this now #smwdna
  6. 6. GETTING OUR SERVICE-LED INITIATIVE LIVEStakeholders Tool/Audit @what? Governance Reporting Hours The Tweeted People WordHand-offs Processes Training Tweet this now #smwdna
  7. 7. OUR KEY TAKEAWAY’S 67% of mentions are during existing working hours. 6% of mentions are before start of business The remaining 27% are in the evenings. Mentions after close of business gradually drop away 15% are 5-7pm 7% between 7-9pm 6% later in the eveningTweet this now #smwdna
  8. 8. OUR KEY TAKEAWAY’S  Type of enquiries weren’t as expected • Much more detailed  Weekly review of responses • With governance stakeholders  Start small, but expand rapidly • Then get more proactive  Key was senior stakeholder buy in  Great source for customer sentiment to issues – a weekly Dashboard bringsTweet this now #smwdna
  9. 9. NEXT STEPS FOR US Proactive Hours/Days Engagement SCALE &Advertise, Content FORMAL Push & MANAGEMENT Facebook Youtube Segmentation Insight Tweet this now #smwdna
  10. 10. SUMMARY  A very well received pilot, planned for rapid scaling and growth  A huge amount of ‘formality’ in a FS business  Keep stakeholders close if on side  Socialise the issues first, be confident in what is needed  Get a marketing plan behind it quickly too.Tweet this now #smwdna
  11. 11. ANY QUESTIONSTweet this now #smwdna

×