Social Media in Financial Services

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In this presentation Christophe Langlois, advisor, speaker and blogger at Visible-Banking.com presented "Customer Experience Without Borders: a Practical Guide to Social Media in Financial Services". What is happening and what is successful in the online banking space, with regards to online customer experience, mobile and social.

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  • Christophe, after spending time at your Blog, I'm really looking forward to exploring the ideas you present in your new book! I'm a consultant in the payday loan industry. We face new challenges every day in meeting the demands of our customers, negating the regulatory attacks, and overcoming bias against us by the media.

    The key to the future of the payday loan industry is to evolve, innovate, and communicate with our clients. I look forward to your ideas and insight!

    Jer Ayles-Ayler
    Trihouse
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Social Media in Financial Services

  1. 1. Customer Experience Without Borders<br />Social Media in Financial Services<br />Globally – 09/06/2011<br />
  2. 2. http://bit.ly/VBBook<br />
  3. 3. How Much do You Know?<br />700M<br />FACEBOOK<br />300M<br />TWITTER<br />
  4. 4. The (Real) Voice Of the Customer<br />eReputation<br />Voice Of the Customer<br />CGC<br />Customer-Generated-Content<br />UGC<br />User-Generated-Content<br />1. Noise<br />2. Contributors<br />Influencers?<br />Proactively<br />& Securely<br />1. Capture<br />2. Moderate<br />+ Tagging<br />3. Response<br />Outreach?<br />3. Analyse<br />Transform<br />4. Data<br />Unstructured<br />Interactive <br />& Relevant<br />4. Display<br />5. Action<br />?<br />
  5. 5. Turn your Customers into Brand Ambassadors<br />ACCELERATE ADOPTION<br />INCREASE RETENTION<br />INCREASE USAGE & ACQUISITION<br />x32<br />+80%<br />
  6. 6. When Banking Takes on Retail<br />>90%<br />UGC<br />
  7. 7. Fully Leverage the Power of the Crowd<br />CHANGE BRAND PERCEPTION<br />IMPROVE EXISTING PRODUCTS<br />CREATE PRODUCTS & SERVICES<br />2.9 (1.1) Million<br />263 (17) Ideas<br />
  8. 8. Facebook Watch: Trends March 2010-2011<br />March 2011<br />September 2010<br />March 2010<br />Pages: 276<br />Fans: 2,589,203<br />Apps: 20<br />>1,000 (79). >5,000 (29), >20,000 (7), >100,000 (2)<br />Pages: 626<br />Fans: 10,411,227<br />Apps: 75<br />>1,000 (296). >5,000 (136), >20,000 (54), >100,000 (18)<br />Pages: 428<br />Fans: 4,787,405<br />Apps: 37<br />>1,000 (170). >5,000 (65), >20,000 (23), >100,000 (4)<br />Top 10<br />Top 10<br />Top 10<br /># Fans: 2,295,379 (88%)<br />New Fans: 112<br /># Fans: 6,759,373 (64%)<br />New Fans: 1,348<br /># Fans: 3,612,235 (75%)<br />New Fans: 459<br />Source: http://Visible-Banking.com/VBFW<br />
  9. 9. Community: Size vs Engagement<br />13 Top Facebook Pages<br />>100,000 Likes<br />Activity?<br />192 Posts (4-56, 14), 114k likes (597), 17k comments (94), 15/5k, 23/57 (53% open wall)<br />Top Liked<br />Top Commented<br />Engagement<br />23/57<br />15/5k<br />
  10. 10. Twitter Watch: Trends March 2010-2011<br />September 2010<br />March 2011<br />March 2010<br />Accounts: 1,346<br />Followers: 1,473,517<br />>500 (515). >1,000 (293), >5,000 (44), >10,000 (21)<br />Verified (33)<br />Accounts: 1,280<br />Followers: 855,195<br />>500 (396). >1,000 (202), >5,000 (25), >10,000 (8)<br />Verified (17)<br />Accounts: 970<br />Followers: 446,598<br />>500 (221). >1,000 (88), >5,000 (7), >10,000 (2)<br />Verified (-)<br />Top 10<br />Top 10<br />Top 10<br />New Followers: 15.3<br />New Tweets: 8.1<br />Following / Followers: 53.94%<br />New Followers: 51<br />New Tweets: 12<br />Following / Followers: 37.80%<br />New Followers: 87<br />New Tweets: 17<br />Following / Followers: 34.70%<br />Source: http://Visible-Banking.com/VBTW<br />
  11. 11. Know Your Followers/Fans<br />FOLLOWERS?<br />TOTAL (100%)<br /> 9.1% 1,000+<br />47.1% <50<br />UK (60%)<br /> 9.7% 1,000+<br />38.3% <50<br />@sexy_snake_ssss, @Gerard_Menvussa, @AngryHSBCClient, @madsxxx<br />
  12. 12. How Much Do You Know?<br />
  13. 13. A Pragmatic Approach to Social Media (SM)<br />1<br />LEARN & BENCHMARK<br />11<br />LIVE & LEARN! <br />YOUR CUSTOMERS FIRST!<br />2<br />3<br />MINIMIZE YOUR RISK<br />4<br />LISTEN + IDENTIFY + ENGAGE<br />5<br />BUILD YOUR SM PLATFORM<br />PROMOTE YOUR SM PRESENCE<br />6<br />7<br />CONTENT STRAT. + CALL2ACTION<br />8<br />KNOW (KYF) & REWARD <br />YOUR FOLLOWERS/FANS<br />9<br />SET YOUR BUSINESS GOALS<br />10<br />GROW INTERNAL KNOWLEDGE<br />
  14. 14. THANK YOU - 0044 7736 446 357 Christophe.langlois@Visible-Banking.com<br />http://Visible-Banking.com<br />Understand & Leverage Social Media<br />Advisor/ Speaker / Event Organizer<br />CX w/o Borders<br />Book / e-Book<br />(>250 pages)<br />* 5 workshops in Europe & Asia<br />* 100+ video interviews<br />* 2,400+ initiatives tracked in 70 countries<br />#innovation #VOC #moderation #reward #KYF #facebook #twitter #foursquare #blogging #ROI #onlinecommunity #promotion #HR2.0 #PR2.0<br />

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