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Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
Financial Institutions Must Support Their Clients on Twitter
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Financial Institutions Must Support Their Clients on Twitter

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This is the presentation I gave at SOMESSO Zurich 09. …

This is the presentation I gave at SOMESSO Zurich 09.

I invite you to check my post on www.Visible-Banking.com to find all the links: http://bit.ly/BanksMustUseTwitter

Feel free to:
* connect on linkedin: http://linkedin.com/in/christophelanglois
* follow me on twitter: http://twitter.com/Visible_Banking
* become a fan of the Visible Banking Facebook Page: http://facebook.com/VisibleBanking

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Transcript

  • 1.  
  • 2. Visible-Banking.com/finovate
  • 3. Visible Banking: 100% Social Media Visible-Banking.com (since February 2007) Visible Banking Page (since August 2008) @Visible_Banking (since February 2009) Stats (October 09) -> 1k rss readers -> 75+ video interviews -> 30+ events Stats (October 09) -> 360+ fans -> 30+ videos -> 80+ posted items Stats (October 09) -> 1345+ followers -> 1250+ updates -> 19+ listed Mission: help financial institutions across the world better UNDERSTAND and LEVERAGE social media, successfully engage with people, and build trusted relationships.
  • 4. Visible-Banking.com: Exclusive Content http://Visible-Banking.com Interviews Directory Social Media Watch
  • 5. Links on BIT.LY/BanksMustUseTwitter
  • 6. Social Media: Key Concerns & Mistakes Ownership Risk / L&C Budget / ROI Not for US Tone of Voice Budget Allocation Value & Reward Just Another Channel Concerns Mistakes
  • 7. Still Doubting the Power of Social Media? 2 months 4,000+ members 3 weeks 420,000 views
  • 8. A Phased Approach to Social Media Intranet 2.0 Online Banking B-to-B projects B-to-C projects Risk Complexity IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN OPEN Open Restricted Restricted
  • 9. Social Media? People First! <ul><li>Internally </li></ul><ul><ul><li>subject matter experts, social media champions, senior management, employees, community managers </li></ul></ul><ul><li>Externally </li></ul><ul><ul><li>contributors, detractors, advocates, clients, prospects, industry experts, prominent bloggers </li></ul></ul>Employees = Rockstars
  • 10. The Key to Success: Reward Your Users Successful Social Media Initiatives, Buzz & WOM Active Communities Fun / Experience Visibility Exclusive Content Contest / Prizes
  • 11. Social Media – VB Recommendations <ul><li>LEARN About Social Media & Finance </li></ul><ul><li>Start LISTENing NOW! </li></ul><ul><li>Increase your Official Presence </li></ul><ul><li>Be different: People 1 st , Tone, Content </li></ul><ul><li>Make it EASY & REWARD your “Members” </li></ul><ul><li>Cross-Market your Social Media Initiatives </li></ul><ul><li>Spend Wisely, Don’t reinvent the wheel! </li></ul><ul><li>Identify Right Success Criteria </li></ul>
  • 12. Wells Fargo 2.0: Create Emotions
  • 13. Advanta: Ambassador for the SME Sector
  • 14. Severus CU’s ‘Young & Free in Alberta’ Organize a Competition to Find your Community Manager
  • 15. TWITTER
  • 16. Twitter in Numbers $3 million for Dell $1 billion valuation 20-25 million users 2009 18-49 years old
  • 17. Misconceptions: Customer Service on Twitter <ul><li>Just a Stunt </li></ul><ul><li>Lack of Consistent Customer Experience </li></ul><ul><li>Not Secure </li></ul><ul><li>UGC vs L&C </li></ul><ul><li>Not Scalable </li></ul><ul><li>Too Resource Demanding </li></ul><ul><li>Secure Web-Chat </li></ul>
  • 18. Twitter is Versatile <ul><li>What for? </li></ul><ul><ul><li>Reputation Management & Real-Time Market Intelligence </li></ul></ul><ul><ul><li>Customer Service </li></ul></ul><ul><ul><li>Event Management </li></ul></ul><ul><ul><li>Amplify & Measure Buzz for your Social Media Initiatives </li></ul></ul><ul><ul><li>Sales & Promotion </li></ul></ul><ul><li>Advice </li></ul><ul><ul><li>Follow the Thought Leaders & your Influencers </li></ul></ul><ul><ul><li>Personalize your Official Page(s) </li></ul></ul><ul><ul><li>Post between 5-10 Updates per working day </li></ul></ul>
  • 19. Twitter Watch: 710 Accounts, 38 Countries Source: Visible Banking Twitter Watch (September 09) http://Visible-Banking.com/VBTW Top Countries Types of FIs September Activity Daily Growth since Creation (AVG)
  • 20. FIs & Customer Service on Twitter
  • 21. Start Now... Leverage Later
  • 22. Follow Tweeple to DM Them & Listen
  • 23. SM 2 : Smart Marketing & Social Media
  • 24. Deal w/ Hacking & Don’t Be The Spammer! Hacking Spamming
  • 25. @Ask_WellsFargo - Best Practice
  • 26. @Ubank - Customer & Employee Advocacy Wow, our first recruit via Twitter! @UBank would like to welcome @robertsheridan to the team. Thanks for joining us Robert! 3:14 AM Mar 20th from web The thoughts of every UBank team member are with those impacted by the Victorian Bushfires2:57 PM Feb 8th from web Reward http://bit.ly/UBank
  • 27. Twitter & ROI – Success Story 1
  • 28. Twitter & ROI – Success Story 2
  • 29. Twitter & ROI – Success Story 3
  • 30. Innovation: Banking on Twitter
  • 31. Twitter is (not only) for Celebs
  • 32. Thanks for Listening – Contact Us <ul><li>I </li></ul><ul><li>Christophe Langlois </li></ul><ul><ul><li>Cell: 0044 (0)7736 446 357 </li></ul></ul><ul><ul><li>Email: [email_address] </li></ul></ul><ul><ul><li>Linkedin: http://linkedin.com/in/christophelanglois </li></ul></ul><ul><ul><li>Visible Banking: http://bit.ly/VBSpeaking </li></ul></ul>IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN Subscribe Become a FAN Follow us
  • 33.  

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