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BancSabadell



Managing your social media presence and
interactions

Enterprise 2.0 - IDC




Xavier Marín – Social Media...
Enterprise 2.0




                 2
Where are the consumers?



                           +

                            El uso de las redes sociales en
    ...
Consumers are evolving




     Consumers are
   permanently online




         Total
     transparency



              ...
Consumers are evolving


     Consumers are               Total
   permanently online    +   transparency


        Word o...
Consumers are evolving



    ¿Puede ser que
    [Nombre empresa]
    no esté en Inernet?


                              ...
How are you managing your community?


 “As the Web 2.0 age      +
 dawns, banks must wake
 up to the fact that the
 succe...
Visión y objetivos de la oferta de Canales
BS Social Media Approach

               LISTEN, REACT, PARTICIPATE AND ENGAGE
...
Lessons learned


• Manage and listen your community


•
    More impacts > Less attention> Try to be
    authentic and jo...
Lessons learned


• Manage and listen your community


•
    More impacts > Less attention> Try to be
    authentic and jo...
Manage and listen your community



                         +

                             2.500 Ideas




             ...
Manage and listen your community




                                                    N
                               ...
Manage and listen your community




                                            T
                                       ...
Manage and listen your community




                                            2.0
                                     ...
Manage and listen your community




                                   15
Manage and listen your community




                                   16
Manage and listen your community




                                   17
Manage and listen your community




                                   18
Manage and listen your community




                                   19
Manage and listen your community




                                   20
Lessons learned


• Manage and listen your community


•
    More impacts > Less attention> Try to be
    authentic and jo...
Join the conversations!


  Decálogo / social
  media policies

  Procedimientos de
  actuación

  Operativas / Procesos
 ...
Join the conversations!
Join the conversations!
Join the conversations!
Join the conversations!

              Open BancSabadell - Flickr
Lessons learned


• Manage and listen your community


•
    More impacts > Less attention> Try to be
    authentic and jo...
Economy of emotions and experiencies




                                             AL Y
                               ...
Economy of emotions and experiencies




                                             AL Y
                               ...
Economy of emotions and experiencies


          BancSabadell
Impact of managing social media
Thanks!




          Thanks @IDC and #ALL
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Managing social media presence

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Transcript of "Managing social media presence"

  1. 1. BancSabadell Managing your social media presence and interactions Enterprise 2.0 - IDC Xavier Marín – Social Media & Web content, Banc Sabadell Madrid, June 2010 1
  2. 2. Enterprise 2.0 2
  3. 3. Where are the consumers? + El uso de las redes sociales en España se extiende ya a mas de 18 millones de personas Fuente: IDC 3
  4. 4. Consumers are evolving Consumers are permanently online Total transparency 4
  5. 5. Consumers are evolving Consumers are Total permanently online + transparency Word of mouth 5
  6. 6. Consumers are evolving ¿Puede ser que [Nombre empresa] no esté en Inernet? ¿Puede ser que [Nombre directivo], Director de [Nombre unidad] de [Nombre 2.000 empresa] no use twitter o facebook? ? 2.010 6
  7. 7. 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 Chris Skinner http://twitter.com/Chris_Skinner that rather than having a business, they will have a community” 7
  8. 8. Visión y objetivos de la oferta de Canales BS Social Media Approach LISTEN, REACT, PARTICIPATE AND ENGAGE MONITOR all Ensure CONTENT Empower INTERACTION conversations related AND MEDIA on social networks (with to the bank, and distribution on main existing and potential establish an internal social networks and customers) protocol to react own BLOG Value added services on (reputation mgmt) social networks (ex: Community) Evangelization and Open new TRAINING of BS CUSTOMER SERVICE employees CHANNELS on Twitter and Facebook IMPACT 1 2 3 LISTEN COMUNICATE PARTICIPATE FOCUS 8
  9. 9. Lessons learned • 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”
  10. 10. Lessons learned • 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”
  11. 11. Manage and listen your community + 2.500 Ideas AL Y N T TER UNI IN MM CO 11
  12. 12. Manage and listen your community N ATIO ERS ONV C 12
  13. 13. Manage and listen your community T CAS O AD BR 13
  14. 14. Manage and listen your community 2.0 S ENT EV 14
  15. 15. Manage and listen your community 15
  16. 16. Manage and listen your community 16
  17. 17. Manage and listen your community 17
  18. 18. Manage and listen your community 18
  19. 19. Manage and listen your community 19
  20. 20. Manage and listen your community 20
  21. 21. Lessons learned • 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”
  22. 22. Join the conversations! Decálogo / social media policies Procedimientos de actuación Operativas / Procesos de comunicación AL Y N T TER UNI IN MM CO
  23. 23. Join the conversations!
  24. 24. Join the conversations!
  25. 25. Join the conversations!
  26. 26. Join the conversations! Open BancSabadell - Flickr
  27. 27. Lessons learned • 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”
  28. 28. Economy of emotions and experiencies AL Y N T TER UNI IN MM CO
  29. 29. Economy of emotions and experiencies AL Y N T TER UNI IN MM CO
  30. 30. Economy of emotions and experiencies BancSabadell
  31. 31. Impact of managing social media
  32. 32. Thanks! Thanks @IDC and #ALL
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