Financial Institutions Must Support Their Clients on Twitter

Visible-Banking.com/finovate

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.

Visible-Banking.com: Exclusive Content http://Visible-Banking.com Interviews Directory Social Media Watch

Links on BIT.LY/BanksMustUseTwitter

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

Still Doubting the Power of Social Media? 2 months 4,000+ members 3 weeks 420,000 views

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

Social Media? People First!

Internally

subject matter experts, social media champions, senior management, employees, community managers

Externally

contributors, detractors, advocates, clients, prospects, industry experts, prominent bloggers

Employees = Rockstars

The Key to Success: Reward Your Users Successful Social Media Initiatives, Buzz & WOM Active Communities Fun / Experience Visibility Exclusive Content Contest / Prizes

Social Media – VB Recommendations

LEARN About Social Media & Finance

Start LISTENing NOW!

Increase your Official Presence

Be different: People 1 st , Tone, Content

Make it EASY & REWARD your “Members”

Cross-Market your Social Media Initiatives

Spend Wisely, Don’t reinvent the wheel!

Identify Right Success Criteria

Wells Fargo 2.0: Create Emotions

Advanta: Ambassador for the SME Sector

Severus CU’s ‘Young & Free in Alberta’ Organize a Competition to Find your Community Manager

TWITTER

Twitter in Numbers $3 million for Dell $1 billion valuation 20-25 million users 2009 18-49 years old

Misconceptions: Customer Service on Twitter

Just a Stunt

Lack of Consistent Customer Experience

Not Secure

UGC vs L&C

Not Scalable

Too Resource Demanding

Secure Web-Chat

Twitter is Versatile

What for?

Reputation Management & Real-Time Market Intelligence

Customer Service

Event Management

Amplify & Measure Buzz for your Social Media Initiatives

Sales & Promotion

Advice

Follow the Thought Leaders & your Influencers

Personalize your Official Page(s)

Post between 5-10 Updates per working day

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)

FIs & Customer Service on Twitter

Start Now... Leverage Later

Follow Tweeple to DM Them & Listen

SM 2 : Smart Marketing & Social Media

Deal w/ Hacking & Don’t Be The Spammer! Hacking Spamming

@Ask_WellsFargo - Best Practice

@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

Twitter & ROI – Success Story 1

Innovation: Banking on Twitter

Twitter is (not only) for Celebs

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