Deborah Hudson - Social Media in the finance sector today

Enabling a Globally Engaged Organization with Social Media Deborah Hudson Global Head of Internal Communications Zurich Financial Services

Zurich’s model of the employee engagement journey

Leading during an ongoing crisis
Maintaining individual and company performance
Communicate, communicate, communicate
Opportunity, urgency, confidence
DJIA 30 FTSE 100 Zurich

Leadership is driving engagement
“ People can deal with change but they can’t deal with uncertainty”.
CEO Jim Schiro - March 2009
Urgency: go on the offensive
Opportunity
Democratize information flows
Push management outside comfort zone to learn new ways to communicate
Face-to-face experience the best tool
Employees need to also feel the confidence
24th straight quarter of profitability

Face to face … plus
Traditional channels
Global roadshow with All Employee Meeting in Zurich, Switzerland
All employee email - “Extraordinary times call for extraordinary measures…”
New/social media – YouTube posting – immediacy, authenticity – think, feel, do CEO Blog “… a new less formal way of communicating, but unusual times demand unusual actions, and if today's market environment isn't unusual than I'm not sure what is.”

Face to face … plus
June Leadership team meeting
Top 100 managers
More good news: AIG acquisition in the US
Collaboration online
Blogs, profiles, communities
Video & image galleries
September ‘Customer Celebration Month’
Global/local
Drive customer centricity up the engagement framework with events, video contest, blogs, news gallery, quizzes
The C.E.O. Now Appearing on YouTube May 10, 2009 Enhance Your Brand with Video June 9, 2009 Media recognition

Measuring success in an interim phase…
March Roadshow and CEO blog launch
Over 1,400 unique visits to the CEO blog in the first few weeks after launching
Over 2,000 views of Schiro’s YouTube video on the first day available
June Leadership Team meeting
In 2 days, each of 4 main blogs was visited by at least 1,900 people -- Customer Centricity blog - 3,100 views
19 blogs created
57 videos were recorded, gallery visited 6,700 times in first two days
September - Customer Celebration Month
Blog visits – 2,334 unique visits
Leading Edge site (videos, pictures, stories…) – close to 14,000 unique visits
Video contest

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Deborah Hudson - Social Media in the finance sector today

by Arjen Strijker on Nov 04, 2009

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Deborah Hudson - Social Media in the finance sector today — Presentation Transcript