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

Thanks for Listening – Contact Us
I
Christophe Langlois
Cell: 0044 (0)7736 446 357
Email: [email_address]
Linkedin: http://linkedin.com/in/christophelanglois
Visible Banking: http://bit.ly/VBSpeaking
IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN Subscribe Become a FAN Follow us

http://www.visible-banking.com	629
http://clanglois.blogs.com	303
http://www.clanglois.blogs.com	28
http://autrigonia.blogspot.com	24
http://sentidosocial.posterous.com	24
http://www.slideshare.net	15
http://autrigonia.blogspot.com.es	12
http://translate.googleusercontent.com	8
http://tachnovation.posterous.com	6
http://visiblebanking.com	2
http://6.hidemyass.com	2
http://webcache.googleusercontent.com	1
https://www.laserbook.eu	1
http://www.lmodules.com	1
http://static.slidesharecdn.com	1
http://www.visiblebanking.com	1

Financial Institutions Must Support Their Clients on Twitter

by Christophe Langlois on Nov 01, 2009

Accessibility

Categories

Tags

Upload Details

Usage Rights

16 Embeds 1,058

Statistics

Financial Institutions Must Support Their Clients on Twitter — Presentation Transcript