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Customer  Experience Without Borders: Social Meda in Financial Services
 

Customer Experience Without Borders: Social Meda in Financial Services

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This is a shorter version of the presentation I'm using for most of my public speaking engagement in Spring 2011. ...

This is a shorter version of the presentation I'm using for most of my public speaking engagement in Spring 2011.

I invite you to order a copy of my 1st book 'Customer Experience Without Borders: a Practical Guide to Social Media in Financial Services': http://bit.ly/VBBook.

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Customer  Experience Without Borders: Social Meda in Financial Services Customer Experience Without Borders: Social Meda in Financial Services Presentation Transcript

  • Customer Experience Without Borders Social Media in Financial Services Spring 2011
  • How Much do You Know?
  • The (Real) Voice Of the Customer 1. Noise 2. Contributors 3. Response 4. Data 5. Action Unstructured ? Outreach? Influencers? 2. Moderate 3. Analyse Transform + Tagging 4. Display Interactive & Relevant 1. Capture Proactively & Securely Voice Of the Customer CGC Customer-Generated-Content eReputation UGC User-Generated-Content
  • Turn your Customers into Brand Ambassadors x32 +80% 80 ACCELERATE ADOPTION INCREASE RETENTION INCREASE USAGE & ACQUISITION
  • When Banking Takes on Retail >90% UGC
  • Multichannel Leverage of CGC
  • Fully Leverage the Power of the Crowd CHANGE BRAND PERCEPTION 2.9 (1.1) Million IMPROVE EXISTING PRODUCTS CREATE PRODUCTS & SERVICES 263 (17) Ideas
  • Towards More Transparent & Engaging Customer Care TWITTER FACEBOOK
  • Facebook Watch: Trends March 2010-2011 March 2010 Pages: 276 Fans: 2,589,203 Apps: 20 >1,000 (79). >5,000 (29), >20,000 (7), >100,000 (2) Top 10 # Fans: 2,295,379 (88%) New Fans: 112 Source: http://Visible-Banking.com/VBFW March 2011 Top 10 # Fans: 6,759,373 (64%) New Fans: 1,348 Pages: 626 Fans: 10,411,227 Apps: 75 >1,000 (296). >5,000 (136), >20,000 (54), >100,000 (18) September 2010 Top 10 Pages: 428 Fans: 4,787,405 Apps: 37 >1,000 (170). >5,000 (65), >20,000 (23), >100,000 (4) # Fans: 3,612,235 (75%) New Fans: 459
  • Twitter is (not only) for Celebs
  • Twitter Watch: Trends March 2010-2011 March 2010 Accounts: 970 Followers: 446,598 >500 (221). >1,000 (88), >5,000 (7), >10,000 (2) Verified (-) Top 10 New Followers: 15.3 New Tweets: 8.1 Following / Followers: 53.94% Source: http://Visible-Banking.com/VBTW September 2010 Accounts: 1,280 Followers: 855,195 >500 (396). >1,000 (202), >5,000 (25), >10,000 (8) Verified (17) Top 10 New Followers: 51 New Tweets: 12 Following / Followers: 37.80% March 2011 Accounts: 1,346 Followers: 1,473,517 >500 (515). >1,000 (293), >5,000 (44), >10,000 (21) Verified (33) Top 10 New Followers: 87 New Tweets: 17 Following / Followers: 34.70%
  • Know Your Followers/Fans UK (60%) 9.7% 1,000+ 38.3% <50 TOTAL (100%) 9.1% 1,000+ 47.1% <50 @sexy_snake_ssss, @Gerard_Menvussa, @AngryHSBCClient, @madsxxx FOLLOWERS?
  • How Much Do You Know?
  • A Pragmatic Approach to Social Media (SM) 1 LEARN & BENCHMARK 3 MINIMIZE YOUR RISK BUILD YOUR SM PLATFORM 5 PROMOTE YOUR SM PRESENCE 6 2 YOUR CUSTOMERS FIRST! 7 CONTENT STRAT. + CALL2ACTION 8 K NOW (KYF) & REWARD Y OUR F OLLOWERS/FANS 11 LIVE & LEARN! 9 SET YOUR BUSINESS GOALS 10 GROW INTERNAL KNOWLEDGE 4 LISTEN + IDENTIFY + ENGAGE
  • THANK YOU - 0044 7736 446 357 [email_address] * 5 workshops in Europe & Asia * 2,400+ initiatives tracked in 70 countries * Benchmarking, KYF, Content Strategy #innovation #VOC #moderation #reward #KYF #facebook #twitter #foursquare #blogging #ROI #onlinecommunity #promotion #HR2.0 #PR2.0 CX w/o Borders Book / e-Book (>200 pages) http://Visible-Banking.com Understand & Leverage Social Media Advisor / Speaker / Event Organizer