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.

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.

Published in: Economy & Finance

Customer Experience Without Borders: Social Meda in Financial Services

  1. 1. Customer Experience Without Borders Social Media in Financial Services Spring 2011
  2. 2. How Much do You Know?
  3. 3. 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
  4. 4. Turn your Customers into Brand Ambassadors x32 +80% 80 ACCELERATE ADOPTION INCREASE RETENTION INCREASE USAGE & ACQUISITION
  5. 5. When Banking Takes on Retail >90% UGC
  6. 6. Multichannel Leverage of CGC
  7. 7. Fully Leverage the Power of the Crowd CHANGE BRAND PERCEPTION 2.9 (1.1) Million IMPROVE EXISTING PRODUCTS CREATE PRODUCTS & SERVICES 263 (17) Ideas
  8. 8. Towards More Transparent & Engaging Customer Care TWITTER FACEBOOK
  9. 9. 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
  10. 10. Twitter is (not only) for Celebs
  11. 11. 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%
  12. 12. 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?
  13. 13. How Much Do You Know?
  14. 14. 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
  15. 15. 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

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