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Future of Banking &
Financial Services
Harnessing the Power
of Social Media
Peter Fletcher-Dobson
Head of Online Channels
Who uses
social
media?
@kiwibankNZ
facebook.com/kiwibankNZ
You Tube
You Tube
http://twitter.com/#!/telecomnz
http://twitter.com/#!/telecomnz
http://twitter.com/#!/telecomnz
http://twitter.com/#!/telecomnz
http://twitter.com/#!/telecomnz
http://twitter.com/#!/telecomnz
http://twitter.com/#!/telecomnz
http://twitter.com/#!/telecomnz
Why are
we #here?
Big Data Opportunity
Customer
service
Sales &
Marketing
Brand
support
Sentiment
Social Media focus today
@Some
stories…
#Doubledown
#doubledown tag in NZ
just behind
#childhoodmemories and
#lieswetell
3,000 Facebook likes
• 34,000 double downs sold
on day 1
• Sales 500% more than
expected in week 1
• Restaurant Brands shares
up 4c at $2.48
Nestle
@Squeamish?
Nestle
Nestle
Nestle: Share of mentions
Forums: 28,105 (27%)
Blogs: 57,469 (54%)
News: 20,480 (19%)
“What we take out of
this is that you have
to engage.”
Nestle spokeswoman
Nina Backes
Westpac
“@westpac: Maybe you can go
dive in a swimming pool full
of my money to make you feel
better.”
“@westpac: Nice to know you’re
human :).”
Kiwibank
Contrary to popular belief – the world
does not revolved around you.
Bond Girl
Sentiment
Brand
support
Sales &
Marketing
Customer
service
Sales &
Marketing Customer
service
Brand
support
Sentiment
Evol...
How can we understand when...
80% is just noise80% is just noise
Radical solutions required
Big data
2002
Some numbers
50,000,000,000,000,000,000
Some numbers
5018
Some numbers
50 Quintillion
Some numbers
5018
X 2
Prosumer power
Every minute: 48 hours of
video are uploaded to
YouTube
Prosumer power
Every hour: 10.5 million
songs illegally downloaded
Prosumer power
200 million tweets a day
Prosumer power
2,300 new Wikipedia
articles created daily
Prosumer power
750m active users
250m active mobile users
Mobile users 2X as active
# !?@
:(
“Complaints channel”
www.estebankolsky.com/
“Less than 4% of
complaints resolved
via Twitter.”
ROI of social media
Lessons
lder value is only created by delivering
er value via an engaged and capable
workforce
Leadership
(IT strategy)
Transactional info
Payments/transfers
PFM
Secure comms (CRM/ORM)
(Marketing strategy)
Website marketing
Soci...
Identity
Identity
Identity 1.0
peter.fletcher-dobson@kiwibank.co.nz
Identity
fletcher_dobson@yahoo.ie
Fletcher.dobson@gmail.com
Identity 2.0
Rise of mobile – Meeker slide
Rise of mobile – Meeker slide
Rise of mobile – Meeker slide
Rise of mobile – Meeker slide
Sentiment
Brand
support
Sales &
Marketing
Customer
service
Sales &
Marketing Customer
service
Brand
support
Sentiment
Evol...
Identity
Identity
Identity
Identity
 Filter the noise
Identity
Identity
 Filter the noise
 Smarter tools
Identity
Identity
 Filter the noise
 Smarter tools
 Knowledge management &
analytics
 Customer-centric
authentication
...
Identity
Identity
 Filter the noise
 Smarter tools
 Knowledge management &
analytics
 Customer-centric
authentication
...
Thank
you
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
Harnessing the power of social media as a new source of data sept 2011
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Harnessing the power of social media as a new source of data sept 2011

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Harnessing the power of social media as a new source of data sept 2011

  1. 1. Future of Banking & Financial Services Harnessing the Power of Social Media Peter Fletcher-Dobson Head of Online Channels
  2. 2. Who uses social media?
  3. 3. @kiwibankNZ
  4. 4. facebook.com/kiwibankNZ
  5. 5. You Tube
  6. 6. You Tube
  7. 7. http://twitter.com/#!/telecomnz
  8. 8. http://twitter.com/#!/telecomnz
  9. 9. http://twitter.com/#!/telecomnz
  10. 10. http://twitter.com/#!/telecomnz
  11. 11. http://twitter.com/#!/telecomnz
  12. 12. http://twitter.com/#!/telecomnz
  13. 13. http://twitter.com/#!/telecomnz
  14. 14. http://twitter.com/#!/telecomnz
  15. 15. Why are we #here?
  16. 16. Big Data Opportunity
  17. 17. Customer service Sales & Marketing Brand support Sentiment Social Media focus today
  18. 18. @Some stories…
  19. 19. #Doubledown #doubledown tag in NZ just behind #childhoodmemories and #lieswetell 3,000 Facebook likes
  20. 20. • 34,000 double downs sold on day 1 • Sales 500% more than expected in week 1 • Restaurant Brands shares up 4c at $2.48
  21. 21. Nestle
  22. 22. @Squeamish?
  23. 23. Nestle
  24. 24. Nestle
  25. 25. Nestle: Share of mentions Forums: 28,105 (27%) Blogs: 57,469 (54%) News: 20,480 (19%)
  26. 26. “What we take out of this is that you have to engage.” Nestle spokeswoman Nina Backes
  27. 27. Westpac
  28. 28. “@westpac: Maybe you can go dive in a swimming pool full of my money to make you feel better.”
  29. 29. “@westpac: Nice to know you’re human :).”
  30. 30. Kiwibank
  31. 31. Contrary to popular belief – the world does not revolved around you.
  32. 32. Bond Girl
  33. 33. Sentiment Brand support Sales & Marketing Customer service Sales & Marketing Customer service Brand support Sentiment Evolution of SM strategy Current Future
  34. 34. How can we understand when... 80% is just noise80% is just noise
  35. 35. Radical solutions required Big data 2002
  36. 36. Some numbers 50,000,000,000,000,000,000
  37. 37. Some numbers 5018
  38. 38. Some numbers 50 Quintillion
  39. 39. Some numbers 5018 X 2
  40. 40. Prosumer power Every minute: 48 hours of video are uploaded to YouTube
  41. 41. Prosumer power Every hour: 10.5 million songs illegally downloaded
  42. 42. Prosumer power 200 million tweets a day
  43. 43. Prosumer power 2,300 new Wikipedia articles created daily
  44. 44. Prosumer power 750m active users 250m active mobile users Mobile users 2X as active
  45. 45. # !?@ :( “Complaints channel”
  46. 46. www.estebankolsky.com/
  47. 47. “Less than 4% of complaints resolved via Twitter.”
  48. 48. ROI of social media
  49. 49. Lessons lder value is only created by delivering er value via an engaged and capable workforce Leadership
  50. 50. (IT strategy) Transactional info Payments/transfers PFM Secure comms (CRM/ORM) (Marketing strategy) Website marketing Social Media Information FAQs/Chat SECURE AREA OPEN ACCESS AREA Sales channel
  51. 51. Identity Identity
  52. 52. Identity 1.0
  53. 53. peter.fletcher-dobson@kiwibank.co.nz Identity
  54. 54. fletcher_dobson@yahoo.ie
  55. 55. Fletcher.dobson@gmail.com
  56. 56. Identity 2.0
  57. 57. Rise of mobile – Meeker slide
  58. 58. Rise of mobile – Meeker slide
  59. 59. Rise of mobile – Meeker slide
  60. 60. Rise of mobile – Meeker slide
  61. 61. Sentiment Brand support Sales & Marketing Customer service Sales & Marketing Customer service Brand support Sentiment Evolution of SM strategy Current Future
  62. 62. Identity Identity
  63. 63. Identity Identity  Filter the noise
  64. 64. Identity Identity  Filter the noise  Smarter tools
  65. 65. Identity Identity  Filter the noise  Smarter tools  Knowledge management & analytics  Customer-centric authentication  Unlock mobile potential
  66. 66. Identity Identity  Filter the noise  Smarter tools  Knowledge management & analytics  Customer-centric authentication  Unlock mobile potential
  67. 67. Thank you

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