Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Social media case study: LV= (Liverpool Victoria)

2,739 views

Published on

Find out how social media agency FreshNetworks has helped financial services brand Liverpool Victoria (LV=) develop an online engagement strategy.

Published in: Economy & Finance
  • Be the first to comment

Social media case study: LV= (Liverpool Victoria)

  1. 1. Case study: LV= <br /> Social media for financial services<br />@freshnetworks | info@freshnetworks.com | +44 (0)20 7692 4376<br />
  2. 2. One of the UK’s leading insurance providers<br />The UK’s largest “friendly society” <br />Mutual society - owned by members not shareholders<br />LV=<br />
  3. 3. Make their existing community more valuable and engaging<br />Harness and increase customer activity for insight and innovation<br />Gain customer feedback in order to develop LV= products and services<br />Highlight and promote the benefits of joining LV=<br />LV= online engagement aims<br />
  4. 4. Developing an online engagement strategy<br />We analysed LV=’s existing community to assess user engagement, site structure and member activity.<br />We then helped LV= develop a social media strategy to meet their key business needs. <br />We also advised them to open their community to the public rather than keeping it to invited participants only. <br />
  5. 5. Our solution: LV= community<br />We completely rebuilt the <br />LV= community and migrated all user data from the<br />old platform to the new community<br />We also developed a “members only” area to allow for targeted marketing and private product testing.<br />
  6. 6. Creating and managing the community<br />The community contains forums, news and a photo gallery to allow for targeted photo competitions.<br />LV= Facebook, Twitter and YouTube channels can also be accessed from the community. <br />
  7. 7. Engaging the community<br />The community also contains an ideas section to generate new ideas for LV.<br />An “ask the expert” section helps members get answers to insurance questions and get free financial advice about LV= products.<br />
  8. 8. Feeding back customer comments<br />We create content for the community and carry out detailed analysis and reports to ensure the community hits its key KPIs. <br />We also ensure that all customer comments are fed back to the appropriate people at LV= in order to help them build relationships with their customer base. <br />
  9. 9. Community growing in size<br />7,300<br />members with more joining each month<br />
  10. 10. Finding out more about products<br />2,500<br />Surveys about LV= products have been completed by the community, providing valuable customer insight.<br />
  11. 11. Promoting LV= products<br />57% <br />of the community members are LV= customers, enabling LV= to develop customer advocacy. <br />
  12. 12. © Copyright FreshNetworks 2009<br />

×