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 the Maine Bankers Association's Emerging Leaders Conference.

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Where Social Fits

  1. 1. Where does Social Media fit? Presented by Kristin Sundin Brandt, President Sundin Associates, Inc.
  2. 2. Hello Where Social Media Fits
  3. 3. Hello Where Social Media Fits
  4. 4. Hello Where Social Media Fits
  5. 5. The State of Social Where Social Media Fits
  6. 6. The State of Social 67% of online adults use social networking Pew Internet: Social Networking Where Social Media Fits
  7. 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. 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. 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. 10. The State of Social How Financial Marketers Are Investing In Digital – The Financial Brand Where Social Media Fits
  11. 11. Where Social Media Fits Where Social Media Fits
  12. 12. Public Relations Where Social Media Fits
  13. 13. Public Relations Where Social Media Fits
  14. 14. Public Relations © 2012, Sundin Associates Where Social Media Fits
  15. 15. Branding Where Social Media Fits
  16. 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. 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. 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. 19. Product Promotion Where Social Media Fits
  20. 20. Product Promotion Where Social Media Fits
  21. 21. Product Promotion Where Social Media Fits
  22. 22. Product Promotion Where Social Media Fits
  23. 23. Product Promotion Where Social Media Fits
  24. 24. Product Promotion Where Social Media Fits
  25. 25. Product Promotion Where Social Media Fits
  26. 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. 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. 28. Commercial Banking Where Social Media Fits
  29. 29. Commercial Banking Where Social Media Fits
  30. 30. Commercial Banking Where Social Media Fits
  31. 31. Commercial Banking Where Social Media Fits
  32. 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. 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. 34. Customer Service Where Social Media Fits
  35. 35. Customer Service Where Social Media Fits
  36. 36. Customer Service Where Social Media Fits
  37. 37. Customer Service Where Social Media Fits
  38. 38. Customer Service 48,089 followers 45,882 following Where Social Media Fits
  39. 39. Customer Service Where Social Media Fits
  40. 40. The Risks “Just Checking” Where Social Media Fits
  41. 41. The Risks 3,372,703 views Where Social Media Fits
  42. 42. The Risks Where Social Media Fits
  43. 43. The Rewards Where Social Media Fits
  44. 44. Questions? Where Social Media Fits
  45. 45. Thank you! Where Social Media Fits

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