1. Social Customer Self Service
in financial services sector
Lee Provoost, Technology Strategy at Headshift
Social Media in Financial Services
13 January 2010, London
http://www.flickr.com/photos/reservasdecoches/3199872487/

2. Headshift, part of the Dachis Group
smarter > simpler > social >
Headshift is Europe's leading
social business consultancy.
We help organisations use smarter,
simpler, social technologies to improve
business performance, communication
and employee engagement.
London | Sydney | Austin

3. Workforce Collaboration
Enterprise 2.0

4. Customer Participation
Social Media

5. Clients
http://www.headshift.com/projects

6. Social Customer Self Service
What’s in it for me?
“... study of the Lenovo community noted a
20% decline in the rate of call volume
comparative 2007 to 2008 time periods ...”
http://lithosphere.lithium.com/t5/Enterprise-on-the-Surface/bg-p/scott/date/8-1-2009
Lower TCO of support.
Faster response time.
Scalability in peak situations

7. Fidor Bank AG
Banking with friends
Matthias Kroner, CEO Fidor: “It is the people who are the bank.”
http://www.fidor.de/
http://www.slideshare.net/SOMESSO/matthias-krner-innovation-in-banking-finance
http://www.youtube.com/watch?v=0nJ97CGcJJk

8. giffgaff
People powered mobile network
giffgaff - the people powered mobile network
http://giffgaff.com/

9. Zopa
Marketplace for Social Lending
People lend and borrow money with each other, sidestepping the banks.
http://uk.zopa.com

10. Customer Communities
The benefits
• Reduced cost in dealing with customer contact
• Greater reach when interventions are made
• Gradual creation of a knowledge base, co-created by members
• Generation of interesting data for customer care, marketing and PR
http://www.flickr.com/photos/stevenwarburton/3209461104/

11. Swarm Intelligence
User generated content, ambassadors and 1/9/90 rule

12. Community Manager
The intentional creation of a community
Task:
• Set the tone of the boards.
• Welcome new users.
• Thank users for contributions.
• Summarise discussions.
• Act as the face of the brand.
Background:
• “social media junkies”
• ex-community leads
• Customer care
• Technical support team
Enjoy engaging with customers!
http://www.flickr.com/photos/renaissancechambara/3543135684/

13. Return On Investment
Show me the money
Natalie and Forrester modelled some ROI estimates on a hypothetical company
with 500,000 customers that receives approximately 30,000 calls per month.
In the report, she calculates that over a three-year time frame, such a typical
company will probably need to invest approximately $1.2 million for a well-
functioning online customer service community.
The estimated payback in benefits will be seen within the first year, Forrester
estimates. The analyst firm’s model suggest that the first-year outlay for the
hypothetical company will total about $500,000 in start-up costs, but will return
about $900,000 in benefits. Benefits will continue to accrue at about $900,000
a year in the years after than, while annual costs will run about $400,000.
Forrester Research - The ROI of Online Customer Service Communities
http://www.fastforwardblog.com/2009/07/16/roi-found-here-online-Customer-
service-communities/

14. Everyone is an ambassador now
The bigger picture
http://darmano.typepad.com/logic_emotion/2009/11/tweeting.html

15. Customer Community Platforms
Overview with some of their high profile clients
Jive Social Business Software
Telligent
Awareness Social Media Marketing
Lithium

16. Thank you!
Q&A + Contact details
Lee Provoost
Technology Strategy at Headshift
Twitter: @leeprovoost
E-mail: lee.provoost@headshift.com
http://www.headshift.com
London SE1 2NQ
http://www.flickr.com/photos/stevezaslavsky/1363027861/