Managing social media presence

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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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