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Where Social Fits

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We explore how social media fits – supporting various departments and strategies within your financial institution, including retail banking, branding, commercial and customer service. Presented at …

We explore how social media fits – supporting various departments and strategies within your financial institution, including retail banking, branding, commercial and customer service. Presented at the Maine Bankers Association's Emerging Leaders Conference.

Published in: Business, Technology

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  • 1. Where does Social Media fit? Presented by Kristin Sundin Brandt, President Sundin Associates, Inc.
  • 2. Hello Where Social Media Fits
  • 3. Hello Where Social Media Fits
  • 4. Hello Where Social Media Fits
  • 5. The State of Social Where Social Media Fits
  • 6. The State of Social 67% of online adults use social networking Pew Internet: Social Networking Where Social Media Fits
  • 7. The State of Social Source: 2012 J.D. Power and Associates US Retail Banking Satisfaction Study. © 2012 J. D. Power and Associates. The McGraw-Hill Companies, Inc. All Rights Reserved. Reproduction Prohibited Where Social Media Fits
  • 8. The State of Social Who is using social media anyway? http://www.thesocialworkplace.com/2013/02/28/whos-using-social-media-anyway/ Where Social Media Fits
  • 9. The State of Social 49.5% | 56% 24.5% | 26.1% 15.5% | 16.9% 14.4% | 14.2% 4.8% | 21.9% Google+ Overtakes Twitter as 2nd Most Popular Social Network in US http://dashburst.com/google-trumps-twitter-report/ Where Social Media Fits
  • 10. The State of Social How Financial Marketers Are Investing In Digital – The Financial Brand Where Social Media Fits
  • 11. Where Social Media Fits Where Social Media Fits
  • 12. Public Relations Where Social Media Fits
  • 13. Public Relations Where Social Media Fits
  • 14. Public Relations © 2012, Sundin Associates Where Social Media Fits
  • 15. Branding Where Social Media Fits
  • 16. Branding “I like the name change! I trust you to do my banking so if you want to change the name, I fully support you!” Where Social Media Fits
  • 17. Branding “I used to have pride when I would see my hometown name on signs of such a successful business.” “To me, it just reflects the fact that NSB is getting too big and overexpanding.” Where Social Media Fits
  • 18. Product Promotion Social media users purchase up to 25% more financial products than consumers who don’t use it. 40-45% get advice on and make decisions about investments, loans and retirement. The New Social Etiquette for Capturing the Online Consumer http://blog.ness.com/Portals/72124/docs/FS_Social_CRM_WP_042911.pdf Where Social Media Fits
  • 19. Product Promotion Where Social Media Fits
  • 20. Product Promotion Where Social Media Fits
  • 21. Product Promotion Where Social Media Fits
  • 22. Product Promotion Where Social Media Fits
  • 23. Product Promotion Where Social Media Fits
  • 24. Product Promotion Where Social Media Fits
  • 25. Product Promotion Where Social Media Fits
  • 26. Commercial Banking The best reps are not just present in social media, they position themselves as credible and influential sources in customer networks. Sales Executive Council 10 Tips to Help you Maximize your LinkedIn Profile. - sales.linkedin.com Where Social Media Fits
  • 27. Commercial Banking Sales reps that rapidly responded to trigger events via social media saw a 9.5% increase in annual revenue. Aberdeen Group 10 Tips to Help you Maximize your LinkedIn Profile. - sales.linkedin.com Where Social Media Fits
  • 28. Commercial Banking Where Social Media Fits
  • 29. Commercial Banking Where Social Media Fits
  • 30. Commercial Banking Where Social Media Fits
  • 31. Commercial Banking Where Social Media Fits
  • 32. Customer Service 47% of social media users engage in social care. One in three social media users prefer social care to contacting a company by phone State of the Media: The Social Media Report – 2013 http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2012-Reports/The-Social-Media-Report-2012.pdf Where Social Media Fits
  • 33. Customer Service • • • • Facebook | Company’s Page – 29% Official Company Blog – 15% Twitter | Company’s Handle – 13% YouTube | Company’s Channel – 12% State of the Media: The Social Media Report – 2013 http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2012-Reports/The-Social-Media-Report-2012.pdf Where Social Media Fits
  • 34. Customer Service Where Social Media Fits
  • 35. Customer Service Where Social Media Fits
  • 36. Customer Service Where Social Media Fits
  • 37. Customer Service Where Social Media Fits
  • 38. Customer Service 48,089 followers 45,882 following Where Social Media Fits
  • 39. Customer Service Where Social Media Fits
  • 40. The Risks “Just Checking” Where Social Media Fits
  • 41. The Risks 3,372,703 views Where Social Media Fits
  • 42. The Risks Where Social Media Fits
  • 43. The Rewards Where Social Media Fits
  • 44. Questions? Where Social Media Fits
  • 45. Thank you! Where Social Media Fits

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