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Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
Managing your social media presence and interactions
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Managing your social media presence and interactions

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Presentation at @Visible_Banking Social Media and Finance Workshop …

Presentation at @Visible_Banking Social Media and Finance Workshop

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  • 1. BancSabadell
    Managing your social media presence and interactions
    Visible Banking Social Media and Finance Workshop
    Pol Navarro – Head of Direct Channels and Innovation, Banc Sabadell
    Madrid, June 2010
  • 2. Consumers are evolving
    Consumers are permanently online
    Total transparency
  • 3. Consumers are evolving
    Consumers are permanently online
    Total transparency
    +
    Word of mouth
  • 4. Where are the consumers?
    +
  • 5. How are you managing your community?
    +
    “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”
    Chris Skinner
    http://twitter.com/Chris_Skinner
  • 6. Visión y objetivos de la oferta de Canales
    BS Social Media Approach
    LISTEN, REACT, PARTICIPATE AND ENGAGE
    • Empower INTERACTION on social networks (with existing and potential customers)
    • 7. Value added services on social networks (ex: Community)
    • 8. MONITOR all conversations related to the bank, and establish an internal protocol to react(reputation mgmt)
    • 9. Open new CUSTOMER SERVICE CHANNELS on Twitter and Facebook
    • 10. Ensure CONTENT AND MEDIA distribution on main social networks and own BLOG
    • 11. Evangelization and TRAINING of BS employees
    IMPACT
    1
    2
    3
    LISTEN
    COMUNICATE
    PARTICIPATE
    FOCUS
  • 12. Lessons learned
    • Manage and listen your community
    • 13. More impacts > Less attention> Try to be authentic and join the conversations!
    • 14. The new loyalty = “Economy of emotions and experiences”
  • Lessons learned
    • Manage and listen your community
    • 15. More impacts > Less attention> Try to be authentic and join the conversations!
    • 16. The new loyalty = “Economy of emotions and experiences”
  • Manage and listen your community
    CONVERSATION
  • 17. Manage and listen your community
    BROADCAST
  • 18. Manage and listen your community
    EVENTS 2.0
  • 19. Manage and listen your community
  • 20. Manage and listen your community
  • 21. Manage and listen your community
  • 22. Manage and listen your community
  • 23. Lessons learned
    • Manage and listen your community
    • 24. More impacts > Less attention> Try to be authentic and join the conversations!
    • 25. The new loyalty = “Economy of emotions and experiences”
  • Join the conversations!
  • 26. Join the conversations!
  • 27. Join the conversations!
  • 28. Join the conversations!
    Open BancSabadell - Flickr
  • 29. Lessons learned
    • Manage and listen your community
    • 30. More impacts > Less attention> Try to be authentic and join the conversations!
    • 31. The new loyalty = “Economy of emotions and experiences”
  • Economy of emotions and experiencies
    BancSabadell
  • 32. Economy of emotions and experiencies
  • 33. Impact of managing social media
  • 34. Thanks!
    Thanks @visible_banking and #ALL

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