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Financial Institutions Must Support Their Clients on Twitter

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This is the presentation I gave at SOMESSO Zurich 09.

I invite you to check my post on www.Visible-Banking.com to find all the links: http://bit.ly/BanksMustUseTwitter

Feel free to:
* connect on linkedin: http://linkedin.com/in/christophelanglois
* follow me on twitter: http://twitter.com/Visible_Banking
* become a fan of the Visible Banking Facebook Page: http://facebook.com/VisibleBanking

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Financial Institutions Must Support Their Clients on Twitter

  1. 2. Visible-Banking.com/finovate
  2. 3. Visible Banking: 100% Social Media Visible-Banking.com (since February 2007) Visible Banking Page (since August 2008) @Visible_Banking (since February 2009) Stats (October 09) -> 1k rss readers -> 75+ video interviews -> 30+ events Stats (October 09) -> 360+ fans -> 30+ videos -> 80+ posted items Stats (October 09) -> 1345+ followers -> 1250+ updates -> 19+ listed Mission: help financial institutions across the world better UNDERSTAND and LEVERAGE social media, successfully engage with people, and build trusted relationships.
  3. 4. Visible-Banking.com: Exclusive Content http://Visible-Banking.com Interviews Directory Social Media Watch
  4. 5. Links on BIT.LY/BanksMustUseTwitter
  5. 6. Social Media: Key Concerns & Mistakes Ownership Risk / L&C Budget / ROI Not for US Tone of Voice Budget Allocation Value & Reward Just Another Channel Concerns Mistakes
  6. 7. Still Doubting the Power of Social Media? 2 months 4,000+ members 3 weeks 420,000 views
  7. 8. A Phased Approach to Social Media Intranet 2.0 Online Banking B-to-B projects B-to-C projects Risk Complexity IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN OPEN Open Restricted Restricted
  8. 9. Social Media? People First! <ul><li>Internally </li></ul><ul><ul><li>subject matter experts, social media champions, senior management, employees, community managers </li></ul></ul><ul><li>Externally </li></ul><ul><ul><li>contributors, detractors, advocates, clients, prospects, industry experts, prominent bloggers </li></ul></ul>Employees = Rockstars
  9. 10. The Key to Success: Reward Your Users Successful Social Media Initiatives, Buzz & WOM Active Communities Fun / Experience Visibility Exclusive Content Contest / Prizes
  10. 11. Social Media – VB Recommendations <ul><li>LEARN About Social Media & Finance </li></ul><ul><li>Start LISTENing NOW! </li></ul><ul><li>Increase your Official Presence </li></ul><ul><li>Be different: People 1 st , Tone, Content </li></ul><ul><li>Make it EASY & REWARD your “Members” </li></ul><ul><li>Cross-Market your Social Media Initiatives </li></ul><ul><li>Spend Wisely, Don’t reinvent the wheel! </li></ul><ul><li>Identify Right Success Criteria </li></ul>
  11. 12. Wells Fargo 2.0: Create Emotions
  12. 13. Advanta: Ambassador for the SME Sector
  13. 14. Severus CU’s ‘Young & Free in Alberta’ Organize a Competition to Find your Community Manager
  14. 15. TWITTER
  15. 16. Twitter in Numbers $3 million for Dell $1 billion valuation 20-25 million users 2009 18-49 years old
  16. 17. Misconceptions: Customer Service on Twitter <ul><li>Just a Stunt </li></ul><ul><li>Lack of Consistent Customer Experience </li></ul><ul><li>Not Secure </li></ul><ul><li>UGC vs L&C </li></ul><ul><li>Not Scalable </li></ul><ul><li>Too Resource Demanding </li></ul><ul><li>Secure Web-Chat </li></ul>
  17. 18. Twitter is Versatile <ul><li>What for? </li></ul><ul><ul><li>Reputation Management & Real-Time Market Intelligence </li></ul></ul><ul><ul><li>Customer Service </li></ul></ul><ul><ul><li>Event Management </li></ul></ul><ul><ul><li>Amplify & Measure Buzz for your Social Media Initiatives </li></ul></ul><ul><ul><li>Sales & Promotion </li></ul></ul><ul><li>Advice </li></ul><ul><ul><li>Follow the Thought Leaders & your Influencers </li></ul></ul><ul><ul><li>Personalize your Official Page(s) </li></ul></ul><ul><ul><li>Post between 5-10 Updates per working day </li></ul></ul>
  18. 19. Twitter Watch: 710 Accounts, 38 Countries Source: Visible Banking Twitter Watch (September 09) http://Visible-Banking.com/VBTW Top Countries Types of FIs September Activity Daily Growth since Creation (AVG)
  19. 20. FIs & Customer Service on Twitter
  20. 21. Start Now... Leverage Later
  21. 22. Follow Tweeple to DM Them & Listen
  22. 23. SM 2 : Smart Marketing & Social Media
  23. 24. Deal w/ Hacking & Don’t Be The Spammer! Hacking Spamming
  24. 25. @Ask_WellsFargo - Best Practice
  25. 26. @Ubank - Customer & Employee Advocacy Wow, our first recruit via Twitter! @UBank would like to welcome @robertsheridan to the team. Thanks for joining us Robert! 3:14 AM Mar 20th from web The thoughts of every UBank team member are with those impacted by the Victorian Bushfires2:57 PM Feb 8th from web Reward http://bit.ly/UBank
  26. 27. Twitter & ROI – Success Story 1
  27. 28. Twitter & ROI – Success Story 2
  28. 29. Twitter & ROI – Success Story 3
  29. 30. Innovation: Banking on Twitter
  30. 31. Twitter is (not only) for Celebs
  31. 32. Thanks for Listening – Contact Us <ul><li>I </li></ul><ul><li>Christophe Langlois </li></ul><ul><ul><li>Cell: 0044 (0)7736 446 357 </li></ul></ul><ul><ul><li>Email: [email_address] </li></ul></ul><ul><ul><li>Linkedin: http://linkedin.com/in/christophelanglois </li></ul></ul><ul><ul><li>Visible Banking: http://bit.ly/VBSpeaking </li></ul></ul>IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN Subscribe Become a FAN Follow us

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