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Social media case study: LV= (Liverpool Victoria)
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Social media case study: LV= (Liverpool Victoria)

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Find out how social media agency FreshNetworks has helped financial services brand Liverpool Victoria (LV=) develop an online engagement strategy.

Find out how social media agency FreshNetworks has helped financial services brand Liverpool Victoria (LV=) develop an online engagement strategy.

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    Social media case study: LV= (Liverpool Victoria) Social media case study: LV= (Liverpool Victoria) Presentation Transcript

    • Case study: LV=
      Social media for financial services
      @freshnetworks | info@freshnetworks.com | +44 (0)20 7692 4376
    • One of the UK’s leading insurance providers
      The UK’s largest “friendly society”
      Mutual society - owned by members not shareholders
      LV=
    • Make their existing community more valuable and engaging
      Harness and increase customer activity for insight and innovation
      Gain customer feedback in order to develop LV= products and services
      Highlight and promote the benefits of joining LV=
      LV= online engagement aims
    • Developing an online engagement strategy
      We analysed LV=’s existing community to assess user engagement, site structure and member activity.
      We then helped LV= develop a social media strategy to meet their key business needs.
      We also advised them to open their community to the public rather than keeping it to invited participants only.
    • Our solution: LV= community
      We completely rebuilt the
      LV= community and migrated all user data from the
      old platform to the new community
      We also developed a “members only” area to allow for targeted marketing and private product testing.
    • Creating and managing the community
      The community contains forums, news and a photo gallery to allow for targeted photo competitions.
      LV= Facebook, Twitter and YouTube channels can also be accessed from the community.
    • Engaging the community
      The community also contains an ideas section to generate new ideas for LV.
      An “ask the expert” section helps members get answers to insurance questions and get free financial advice about LV= products.
    • Feeding back customer comments
      We create content for the community and carry out detailed analysis and reports to ensure the community hits its key KPIs.
      We also ensure that all customer comments are fed back to the appropriate people at LV= in order to help them build relationships with their customer base.
    • Community growing in size
      7,300
      members with more joining each month
    • Finding out more about products
      2,500
      Surveys about LV= products have been completed by the community, providing valuable customer insight.
    • Promoting LV= products
      57%
      of the community members are LV= customers, enabling LV= to develop customer advocacy.
    • © Copyright FreshNetworks 2009