BancSabadell<br />Managing your social media presence and interactions<br />Visible Banking Social Media and Finance Works...
Consumers are evolving<br />Consumers are permanently online<br />Total transparency<br />
Consumers are evolving<br />Consumers are permanently online<br />Total transparency<br />+<br />Word of mouth<br />
Where are the consumers?<br />+<br />
How are you managing your community?<br />+<br />“As the Web 2.0 age dawns, banks must wake up to the fact that the succes...
Visión y objetivos de la oferta de Canales<br />BS Social Media Approach<br />LISTEN, REACT, PARTICIPATE AND ENGAGE<br /><...
Value added services on social networks (ex: Community)
MONITOR all conversations related to the bank, and establish an internal protocol to react(reputation mgmt)
Open new CUSTOMER SERVICE CHANNELS on Twitter and Facebook
Ensure CONTENT AND MEDIA distribution on main social networks and own BLOG
Evangelization and TRAINING of BS employees</li></ul>IMPACT<br />1<br />2<br />3<br />LISTEN<br />COMUNICATE<br />PARTICIP...
Lessons learned<br /><ul><li>Manage and listen your community
More impacts > Less attention> Try to be authentic and join the conversations!
The new loyalty = “Economy of emotions and experiences”</li></li></ul><li>Lessons learned<br /><ul><li>Manage and listen y...
More impacts > Less attention> Try to be authentic and join the conversations!
The new loyalty = “Economy of emotions and experiences”</li></li></ul><li>Manage and listen your community<br />CONVERSATI...
Manage and listen your community<br />BROADCAST<br />
Manage and listen your community<br />EVENTS 2.0<br />
Manage and listen your community<br />
Manage and listen your community<br />
Manage and listen your community<br />
Manage and listen your community<br />
Lessons learned<br /><ul><li>Manage and listen your community
More impacts > Less attention> Try to be authentic and join the conversations!
The new loyalty = “Economy of emotions and experiences”</li></li></ul><li>Join the conversations!<br />
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Managing your social media presence and interactions

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Managing your social media presence and interactions

  1. 1. BancSabadell<br />Managing your social media presence and interactions<br />Visible Banking Social Media and Finance Workshop<br />Pol Navarro – Head of Direct Channels and Innovation, Banc Sabadell<br />Madrid, June 2010<br />
  2. 2. Consumers are evolving<br />Consumers are permanently online<br />Total transparency<br />
  3. 3. Consumers are evolving<br />Consumers are permanently online<br />Total transparency<br />+<br />Word of mouth<br />
  4. 4. Where are the consumers?<br />+<br />
  5. 5. How are you managing your community?<br />+<br />“As the Web 2.0 age dawns, banks must wake up to the fact that the successful companies of the future will not have customers, they will have participants, and that rather than having a business, they will have a community”<br />Chris Skinner<br />http://twitter.com/Chris_Skinner<br />
  6. 6. Visión y objetivos de la oferta de Canales<br />BS Social Media Approach<br />LISTEN, REACT, PARTICIPATE AND ENGAGE<br /><ul><li>Empower INTERACTION on social networks (with existing and potential customers)
  7. 7. Value added services on social networks (ex: Community)
  8. 8. MONITOR all conversations related to the bank, and establish an internal protocol to react(reputation mgmt)
  9. 9. Open new CUSTOMER SERVICE CHANNELS on Twitter and Facebook
  10. 10. Ensure CONTENT AND MEDIA distribution on main social networks and own BLOG
  11. 11. Evangelization and TRAINING of BS employees</li></ul>IMPACT<br />1<br />2<br />3<br />LISTEN<br />COMUNICATE<br />PARTICIPATE<br />FOCUS<br />
  12. 12. Lessons learned<br /><ul><li>Manage and listen your community
  13. 13. More impacts > Less attention> Try to be authentic and join the conversations!
  14. 14. The new loyalty = “Economy of emotions and experiences”</li></li></ul><li>Lessons learned<br /><ul><li>Manage and listen your community
  15. 15. More impacts > Less attention> Try to be authentic and join the conversations!
  16. 16. The new loyalty = “Economy of emotions and experiences”</li></li></ul><li>Manage and listen your community<br />CONVERSATION<br />
  17. 17. Manage and listen your community<br />BROADCAST<br />
  18. 18. Manage and listen your community<br />EVENTS 2.0<br />
  19. 19. Manage and listen your community<br />
  20. 20. Manage and listen your community<br />
  21. 21. Manage and listen your community<br />
  22. 22. Manage and listen your community<br />
  23. 23. Lessons learned<br /><ul><li>Manage and listen your community
  24. 24. More impacts > Less attention> Try to be authentic and join the conversations!
  25. 25. The new loyalty = “Economy of emotions and experiences”</li></li></ul><li>Join the conversations!<br />
  26. 26. Join the conversations!<br />
  27. 27. Join the conversations!<br />
  28. 28. Join the conversations!<br />Open BancSabadell - Flickr<br />
  29. 29. Lessons learned<br /><ul><li>Manage and listen your community
  30. 30. More impacts > Less attention> Try to be authentic and join the conversations!
  31. 31. The new loyalty = “Economy of emotions and experiences”</li></li></ul><li>Economy of emotions and experiencies<br />BancSabadell<br />
  32. 32. Economy of emotions and experiencies<br />
  33. 33. Impact of managing social media <br />
  34. 34. Thanks!<br />Thanks @visible_banking and #ALL<br />
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