Use case Engagor Day Belfius

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How is Belfius handling messages on social media?

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Use case Engagor Day Belfius

  1. 1. SOCIAL MEDIA MONITORING@ BELFIUSBruno Peeters, Belfius BankEngagor Day 28/02/2013
  2. 2. Agenda Where do we come from How are we handling social media mentions @ Belfius Lessons learned2 28/2/2013
  3. 3. Where do we come fromFall2010 Dexia Study leading to the choice of a social media monitoring tool Dedicated social media monitoring tools Press coverage tools with social media add-on Criteria Worldwide coverage : Belgium, France, Luxembourg, Turkey, … Multi-lingual, especially Turkish Focus : listening 3 28/2/2013
  4. 4. Where do we come fromFall 01/20102010 Dexia SM2 SM2 from Alterian used by Dexia Focus : listening Used in Belgium and France 4 28/2/2013
  5. 5. Where do we come fromFall 01/2010 10/20112010 Dexia Dexia Bank Belgium SM2 Financial crisis leads to break up of Dexia Group Dexia Bank Belgium becomes 100% state-owned bank Focus : still listening Split of Dexia Group has to be prepared 5 28/2/2013
  6. 6. Where do we come fromFall 01/2010 10/2011 03/20122010 Dexia Dexia Bank Belgium Belfius SM2 New name “Belfius” announced on March 1, 2012 Lot of buzz Focus : listening + interactions 6 28/2/2013
  7. 7. Where do we come fromFall 01/2010 10/2011 03/2012 Spring2010 2012 Dexia Dexia Bank Belgium Belfius SM2 Study for a social media monitoring tool Criteria Primarily Belgium Dutch, French, English Listening + interactions 7 28/2/2013
  8. 8. Where do we come fromFall 01/2010 10/2011 03/2012 06/20122010 Dexia Dexia Bank Belgium Belfius SM2 Engagor Belfius starts to use Engagor 8 28/2/2013
  9. 9. Agenda Where do we come from How are we handling social media mentions @ Belfius Lessons learned9 28/2/2013
  10. 10. How are we handling social media mentions10 28/2/2013
  11. 11. How are we handling social media mentions11 28/2/2013
  12. 12. How are we handling social media mentions12 28/2/2013
  13. 13. How are we handling social media mentions13 28/2/2013
  14. 14. How are we handling social media mentions14 28/2/2013
  15. 15. How are we handling social media mentions15 28/2/2013
  16. 16. How are we handling social media mentions16 28/2/2013
  17. 17. How are we handling social media mentions17 28/2/2013
  18. 18. How are we handling social media mentions18 28/2/2013
  19. 19. How are we handling social media mentions19 28/2/2013
  20. 20. How are we handling social media mentions20 28/2/2013
  21. 21. Some insightsTotal number of mentions since July 1, 201221 28/2/2013
  22. 22. Some insightsCommercial versus Corporate22 28/2/2013
  23. 23. Some insightsWebcare mentions23 28/2/2013
  24. 24. Some insightsWebcare mentions24 28/2/2013
  25. 25. Agenda Where do we come from How are we handling social media mentions @ Belfius Lessons learned25 28/2/2013
  26. 26. Context is important Bank products Company Account New name Loan Financial results Insurance … … Employer Services Subsidiaries Belfius Mobile Apps Belfius Direct Net Part of the “system” … Location : e.g. Foursquare Sponsoring … Club Brugge Basket Mons + Namur Local Team Spirit …26 28/2/2013
  27. 27. Rules of engagement Define rules on when and how to react on mentions Many examples available : US Air Force, Dell, … Sometimes it is better to not react! Some mentions do not fit 100%27 28/2/2013
  28. 28. Process view Fix Set up Monitor Choose Set up objec- organi- using React Report tool(s) tool(s) tives sation tool(s)28 28/2/2013
  29. 29. Some questions you should ask yourself What is being said about you ? What do you want to do with the information ? Who will be responsible for which tasks ? What will be the role for collaborators ? How to make the difference ?29 28/2/2013
  30. 30. QUESTIONS ?
  31. 31. Bruno PeetersBelfius Bankbruno.peeters@belfius.be www.facebook.com/Belfius twitter.com/Belfius youtube.com/BelfiusBe www.linkedin.com/company/belfius

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