Social Media in Financial Services
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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". ...

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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  • Full Name Full Name Comment goes here.
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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 Social Media in Financial Services Presentation Transcript

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