The document discusses strategies for managing crises in the digital age through three case studies:
1) A bank rebrand faced backlash on social media but responded to concerns, regained trust through transparency.
2) A bank sale announcement was met with mixed reviews on social media but the bank provided consistent messaging and assured customers their money was safe.
3) An RSP campaign ad received criticism on social media prompting an apology, replacing ads, and listening to customer feedback which improved the situation.
The key lessons are to have consistent crisis messaging, be transparent, protect online communities, listen to and acknowledge all feedback to regain trust during digital crises.
The document discusses a Transplant Hepatology Pilot Program that aims to address the shortage of transplant hepatologists by allowing selected GI fellows to obtain competency-based training in transplant hepatology during their third year of GI fellowship. This would allow them to sit for boards in both GI and transplant hepatology after 3 years instead of requiring an additional year of transplant hepatology fellowship. The pilot program requires identification of suitable fellows, approval from the institution and boards, and coordination between the GI and transplant hepatology fellowship programs.
Standard Chartered Bank is launching a new youth savings account targeted at customers aged 16-30. The account will offer competitive savings rates, personalized ID cards providing discounts at partner retailers, free online banking and statements. The bank aims to differentiate this product in the market and attract new younger customers by positioning it as a convenient and rewarding banking experience. Standard Chartered's marketing strategy will involve promotions, discounts and activations to build awareness and attract market share, with an initial goal of 5-10% of the urban youth market within the first year.
This document provides an overview of First Bank, including its history, leadership, financial performance, employees, products/services, clients, and future outlook. Some key points:
- First Bank is a 100-year-old, family-owned bank with deep roots in its local communities. It focuses on long-term client relationships rather than short-term gains.
- In recent years it has improved financial metrics like loan originations and asset quality while controlling expenses. It has also invested in new services and technology.
- Employees often stay for decades and provide valuable expertise and service. They strongly support local communities through volunteer work.
- The bank tailors products and solutions to client needs across commercial banking
Gaining a single customer view across media channelsTagMan
Glasses Direct is the UK's largest online prescription eyewear store. It was founded in 2004 and has since expanded to include a robotic lab and acquisition of European sunglasses brands. While it used to focus on low prices, it now emphasizes quality, range of frames, and customer service over cheapness. However, challenges include a declining retail market and increased competition. To address this, Glasses Direct is focusing on improving customer data and segmentation, increasing marketing efficiencies, expanding internationally, and leveraging content across PR, SEO and social media.
This document presents a case study on Jyske Bank, the third largest bank in Denmark. It discusses Jyske Bank's model called "Jyske Differences" which focused on customer satisfaction and made them the market leader in that area. The bank initially had a conservative approach but changed in the 1990s to be more customer-oriented. It focuses on Danish families and small-medium businesses. The case analyzes Jyske Bank's strategies to close service quality gaps and questions whether they can sustain success with their current approach.
Habit5 is a market research and marketing consulting firm that helps clients achieve an outstanding understanding of their customers and markets through qualitative and quantitative research. They work with a variety of clients from large national brands to local organizations to define brands, develop new products and services, reach new customer segments, and improve the customer experience.
The document summarizes marketing campaigns for several Australian companies: Optus, News Corp, Black Hawk, and ING Direct. It then focuses on describing ING Direct's "Spender Saver" campaign in more detail. The campaign aimed to acquire more multi-product customers from ING's existing savings customer base. It used a quiz to profile customers and engage them with content about balancing banking and life. The campaign far exceeded its benchmarks through high participation and capturing valuable customer data to improve cross-selling.
The document discusses a Transplant Hepatology Pilot Program that aims to address the shortage of transplant hepatologists by allowing selected GI fellows to obtain competency-based training in transplant hepatology during their third year of GI fellowship. This would allow them to sit for boards in both GI and transplant hepatology after 3 years instead of requiring an additional year of transplant hepatology fellowship. The pilot program requires identification of suitable fellows, approval from the institution and boards, and coordination between the GI and transplant hepatology fellowship programs.
Standard Chartered Bank is launching a new youth savings account targeted at customers aged 16-30. The account will offer competitive savings rates, personalized ID cards providing discounts at partner retailers, free online banking and statements. The bank aims to differentiate this product in the market and attract new younger customers by positioning it as a convenient and rewarding banking experience. Standard Chartered's marketing strategy will involve promotions, discounts and activations to build awareness and attract market share, with an initial goal of 5-10% of the urban youth market within the first year.
This document provides an overview of First Bank, including its history, leadership, financial performance, employees, products/services, clients, and future outlook. Some key points:
- First Bank is a 100-year-old, family-owned bank with deep roots in its local communities. It focuses on long-term client relationships rather than short-term gains.
- In recent years it has improved financial metrics like loan originations and asset quality while controlling expenses. It has also invested in new services and technology.
- Employees often stay for decades and provide valuable expertise and service. They strongly support local communities through volunteer work.
- The bank tailors products and solutions to client needs across commercial banking
Gaining a single customer view across media channelsTagMan
Glasses Direct is the UK's largest online prescription eyewear store. It was founded in 2004 and has since expanded to include a robotic lab and acquisition of European sunglasses brands. While it used to focus on low prices, it now emphasizes quality, range of frames, and customer service over cheapness. However, challenges include a declining retail market and increased competition. To address this, Glasses Direct is focusing on improving customer data and segmentation, increasing marketing efficiencies, expanding internationally, and leveraging content across PR, SEO and social media.
This document presents a case study on Jyske Bank, the third largest bank in Denmark. It discusses Jyske Bank's model called "Jyske Differences" which focused on customer satisfaction and made them the market leader in that area. The bank initially had a conservative approach but changed in the 1990s to be more customer-oriented. It focuses on Danish families and small-medium businesses. The case analyzes Jyske Bank's strategies to close service quality gaps and questions whether they can sustain success with their current approach.
Habit5 is a market research and marketing consulting firm that helps clients achieve an outstanding understanding of their customers and markets through qualitative and quantitative research. They work with a variety of clients from large national brands to local organizations to define brands, develop new products and services, reach new customer segments, and improve the customer experience.
The document summarizes marketing campaigns for several Australian companies: Optus, News Corp, Black Hawk, and ING Direct. It then focuses on describing ING Direct's "Spender Saver" campaign in more detail. The campaign aimed to acquire more multi-product customers from ING's existing savings customer base. It used a quiz to profile customers and engage them with content about balancing banking and life. The campaign far exceeded its benchmarks through high participation and capturing valuable customer data to improve cross-selling.
This document provides information about St. James's Place Wealth Management and the services they provide. Some key points:
- St. James's Place is a leading UK wealth management firm with over £65 billion in client funds under management.
- They offer face-to-face wealth management advice from over 2,320 Partner Practices across the UK. Partners have on average 18 years of industry experience.
- Their investment management approach involves appointing independent fund managers and consultants to select and monitor funds, with oversight from their in-house Investment Committee. They aim to provide access to top global fund managers.
- Client surveys show high levels of satisfaction with the personalized advice and service provided by St.
This document provides information about St. James's Place Wealth Management and the services they provide. Some key points:
- St. James's Place is a leading UK wealth management firm with over £65 billion in client funds under management.
- They offer face-to-face financial advice from over 2,320 Partner Practices. Advice is tailored to individual client needs and backed by a guarantee.
- Their investment management approach involves appointing independent fund managers and consultants to select and monitor funds. Managers are changed by the Investment Committee if needed.
- Client surveys show high levels of satisfaction with the relationship with their adviser and the client service provided by St. James's Place. Many clients
Finance in Dorset 2017 - Established (>2 Years) Session PKF Francis Clark
Adding to our series of existing events, Finance in the South West and Finance in Cornwall, Finance in Dorset looks to bring together people representing the funding and support streams potentially available to SMEs. Therefore, the event is of great relevance to Business Owners and Managers looking to find the best finance options available for their business and the support on offer to help them achieve their aims.
As part of the event we are running targeted sessions depending on your business needs - aimed at start-ups/businesses who have been trading for less than two years and those that have been trading for more than two years.
The document summarizes a session on finance in Cornwall in 2019. It included presentations from various lenders on available funding options for businesses. Lloyds Bank discussed lending over $25 million to 92 Cornish businesses that year. Another presentation discussed using a commercial broker to access funding beyond a business's main bank. A third presentation was from a peer-to-peer lender on providing common-sense lending for rural and entrepreneurial businesses. The session aimed to bust myths around bank lending and provide businesses with information on alternative funding sources.
This document provides information about an independently-owned wealth management firm that offers tailored investment solutions and specialist advice to global clients. It manages $4.1 billion in assets. The firm has a team that specializes in international wealth and immigration services to help clients with portfolio management, visa programs, and related legal and tax needs. The document describes the firm's clients, investment approach, and solutions including portfolio reviews, monitoring services, and contact information for key team members.
This document provides information about an independently-owned wealth management firm that offers specialized investment solutions and services to global high net worth clients. It summarizes the firm's team and services, which include portfolio management, family office services, immigration assistance through investor visa programs, and access to strategic partners. The firm caters primarily to entrepreneurial clients from emerging markets like Russia, China, and the Middle East seeking to preserve and grow their wealth through bespoke solutions.
iQ Financial provides a broad range of financial products and services from their offices in Sligo, Ireland. They are regulated in insurance, investments, mortgages and more. The company was founded in 2005 by Enda and Coman Brady to provide independent financial advice. Both Enda and Coman have extensive experience in financial services. iQ Financial's services include advice on pensions, investments, insurance, lending and more. They aim to build long-term trusting relationships with clients through honesty, confidentiality and tailored recommendations.
Standard Chartered was formed in 1969 through the merger of The Standard Bank of British South Africa and the Chartered Bank of India, Australia and China. Both banks aimed to capitalize on expanding trade between Europe, Asia, and Africa by financing the movement of goods.
Today, Standard Chartered operates in over 70 countries across Asia, Africa, and the Middle East. It provides various banking services including consumer banking, wholesale banking, SME banking, Islamic banking, wealth management and priority banking. Standard Chartered aims to be the leading international bank in its key markets by leveraging its global capabilities and local market knowledge.
Exeter Business Network April Lunch PresentationSean Humby
Delivered to over 60 people at the Exeter Business Network event on 2/4/14 at Lord Haldon Country Hotel. Chris Elliott from Lloyds Bank shared some really valuable insight into how you can develop, expand,enhance and grow your business working with your bank. "Turning dragons in to Teddy Bears with the aid of "CCC PARRTS"
Webcast - Creative Best Practices for Mortgage MarketingHarland Clarke
Most marketers agree that the list and the offer are integral to a winning direct marketing campaign. But some underestimate the power of creative, and that’s a mistake. Hard-working creative ensures that your communications get noticed and read. Watch the full webcast here: http://harlandclarke.com/media/webcasts/2014/05/u309/10-Creative-Best-Practices-to-Kick-Up-the-Effectiveness-of-Your-Mortgage-Marketing
The document provides brand identity guidelines for Splender.com. It outlines the purpose of establishing brand guidelines to promote consistency. It describes the brand strategy, including the vision to revolutionize consumer finance, target audience of educated consumers, and positioning as a smarter alternative to traditional lenders. The guidelines cover communicating the brand through elements like logo, tone, and imagery. It provides examples of brand-aligned copy for the website and blog.
New Ireland Assurance is one of Ireland's leading life and pension companies, providing products for over 500,000 customers with funds of €14 billion. It seeks highly motivated financial advisors to grow their business by selling protection, investment, and pension products. Advisors are self-employed and compensated through commissions. New Ireland offers training, marketing support, and technology tools like a mobile app and client database to help advisors build and service their customer base.
The Pet People business plan proposes a two-part device called 'Communikanine' that allows owners to record and playback commands to their dogs via a handheld device and collar speaker. As a partnership, they aim to provide high-quality products strengthening the bond between owners and pets. Their objectives are to survive/expand in one year and improve pet lifestyles worldwide in five years. Market research found the product helpful and best sold in pet shops. They will advertise on buses and sponsor animal groups to promote.
This document provides an overview of Moonpig, a UK-based e-retailer that sells personalized greeting cards. Some key points:
- Moonpig was launched in 2000 by founder Nick Jenkins and has expanded into other personalized gifts. It has been successful in the UK, Australia, and US markets.
- In the early 2000s, Moonpig struggled financially and had to cut costs, raise prices, and seek new investment to stay afloat during the dot-com bubble burst.
- Founder Nick Jenkins had to personally invest more and bring in angel investors to keep the company running until it became profitable and could attract new rounds of funding to survive.
Superfast Business - Getting the most out of online marketing Superfast Business
This document provides information about a program called Superfast Business that offers fully funded business support for SMEs. It offers 12 hours of support including business advice to help companies maximize opportunities from superfast broadband. Eligible businesses can receive help in areas like developing an ICT strategy, customer relationship management systems, and moving to the cloud. The document recommends businesses register on the program's website to access resources. It also discusses optimizing search engine optimization, using mobile marketing strategies like geolocation apps and mobile payments, creating an email marketing strategy, using social media to engage customers, implementing a customer relationship management system, and analyzing customer data to gain insights.
New York City-based Bridge Global Strategies works with many overseas companies to fill their needs for public relations in the United States. Our staff consists of senior professionals with years of experience in helping foreign companies understand the differences between the marketing/communications environment in their own countries and the business environment in the U.S. We understand the differences between U.S. and overseas business cultures - even with English-speaking countries like Canada, Australia and the U.K. - and can therefore help our clients bridge the gap. This presentation describes Bridge Global Strategies' capabilities for filling the communications needs of overseas companies in the U.S. market.
Equidistance Ltd is an international business consultancy that aims to help UK companies expand their networks internationally. The company provides various consulting packages priced between £290-£680 to advise clients on suitable overseas markets and bulk buyers. Additional services include promotional products, database registration, and serviced office space. Equidistance aims to generate regular profits by facilitating business agreements and sales between their clients in different countries. Their mission is to enhance customers' businesses through an international network and logistical support.
Steve Glennon, CEO of Cagwin & Dorward in Novato, Calif., shares the story of this $31.2 million landscape company and how it has grown during the last 50 years into one of the largest in the United States.
This document provides information about St. James's Place Wealth Management and the services they provide. Some key points:
- St. James's Place is a leading UK wealth management firm with over £65 billion in client funds under management.
- They offer face-to-face wealth management advice from over 2,320 Partner Practices across the UK. Partners have on average 18 years of industry experience.
- Their investment management approach involves appointing independent fund managers and consultants to select and monitor funds, with oversight from their in-house Investment Committee. They aim to provide access to top global fund managers.
- Client surveys show high levels of satisfaction with the personalized advice and service provided by St.
This document provides information about St. James's Place Wealth Management and the services they provide. Some key points:
- St. James's Place is a leading UK wealth management firm with over £65 billion in client funds under management.
- They offer face-to-face financial advice from over 2,320 Partner Practices. Advice is tailored to individual client needs and backed by a guarantee.
- Their investment management approach involves appointing independent fund managers and consultants to select and monitor funds. Managers are changed by the Investment Committee if needed.
- Client surveys show high levels of satisfaction with the relationship with their adviser and the client service provided by St. James's Place. Many clients
Finance in Dorset 2017 - Established (>2 Years) Session PKF Francis Clark
Adding to our series of existing events, Finance in the South West and Finance in Cornwall, Finance in Dorset looks to bring together people representing the funding and support streams potentially available to SMEs. Therefore, the event is of great relevance to Business Owners and Managers looking to find the best finance options available for their business and the support on offer to help them achieve their aims.
As part of the event we are running targeted sessions depending on your business needs - aimed at start-ups/businesses who have been trading for less than two years and those that have been trading for more than two years.
The document summarizes a session on finance in Cornwall in 2019. It included presentations from various lenders on available funding options for businesses. Lloyds Bank discussed lending over $25 million to 92 Cornish businesses that year. Another presentation discussed using a commercial broker to access funding beyond a business's main bank. A third presentation was from a peer-to-peer lender on providing common-sense lending for rural and entrepreneurial businesses. The session aimed to bust myths around bank lending and provide businesses with information on alternative funding sources.
This document provides information about an independently-owned wealth management firm that offers tailored investment solutions and specialist advice to global clients. It manages $4.1 billion in assets. The firm has a team that specializes in international wealth and immigration services to help clients with portfolio management, visa programs, and related legal and tax needs. The document describes the firm's clients, investment approach, and solutions including portfolio reviews, monitoring services, and contact information for key team members.
This document provides information about an independently-owned wealth management firm that offers specialized investment solutions and services to global high net worth clients. It summarizes the firm's team and services, which include portfolio management, family office services, immigration assistance through investor visa programs, and access to strategic partners. The firm caters primarily to entrepreneurial clients from emerging markets like Russia, China, and the Middle East seeking to preserve and grow their wealth through bespoke solutions.
iQ Financial provides a broad range of financial products and services from their offices in Sligo, Ireland. They are regulated in insurance, investments, mortgages and more. The company was founded in 2005 by Enda and Coman Brady to provide independent financial advice. Both Enda and Coman have extensive experience in financial services. iQ Financial's services include advice on pensions, investments, insurance, lending and more. They aim to build long-term trusting relationships with clients through honesty, confidentiality and tailored recommendations.
Standard Chartered was formed in 1969 through the merger of The Standard Bank of British South Africa and the Chartered Bank of India, Australia and China. Both banks aimed to capitalize on expanding trade between Europe, Asia, and Africa by financing the movement of goods.
Today, Standard Chartered operates in over 70 countries across Asia, Africa, and the Middle East. It provides various banking services including consumer banking, wholesale banking, SME banking, Islamic banking, wealth management and priority banking. Standard Chartered aims to be the leading international bank in its key markets by leveraging its global capabilities and local market knowledge.
Exeter Business Network April Lunch PresentationSean Humby
Delivered to over 60 people at the Exeter Business Network event on 2/4/14 at Lord Haldon Country Hotel. Chris Elliott from Lloyds Bank shared some really valuable insight into how you can develop, expand,enhance and grow your business working with your bank. "Turning dragons in to Teddy Bears with the aid of "CCC PARRTS"
Webcast - Creative Best Practices for Mortgage MarketingHarland Clarke
Most marketers agree that the list and the offer are integral to a winning direct marketing campaign. But some underestimate the power of creative, and that’s a mistake. Hard-working creative ensures that your communications get noticed and read. Watch the full webcast here: http://harlandclarke.com/media/webcasts/2014/05/u309/10-Creative-Best-Practices-to-Kick-Up-the-Effectiveness-of-Your-Mortgage-Marketing
The document provides brand identity guidelines for Splender.com. It outlines the purpose of establishing brand guidelines to promote consistency. It describes the brand strategy, including the vision to revolutionize consumer finance, target audience of educated consumers, and positioning as a smarter alternative to traditional lenders. The guidelines cover communicating the brand through elements like logo, tone, and imagery. It provides examples of brand-aligned copy for the website and blog.
New Ireland Assurance is one of Ireland's leading life and pension companies, providing products for over 500,000 customers with funds of €14 billion. It seeks highly motivated financial advisors to grow their business by selling protection, investment, and pension products. Advisors are self-employed and compensated through commissions. New Ireland offers training, marketing support, and technology tools like a mobile app and client database to help advisors build and service their customer base.
The Pet People business plan proposes a two-part device called 'Communikanine' that allows owners to record and playback commands to their dogs via a handheld device and collar speaker. As a partnership, they aim to provide high-quality products strengthening the bond between owners and pets. Their objectives are to survive/expand in one year and improve pet lifestyles worldwide in five years. Market research found the product helpful and best sold in pet shops. They will advertise on buses and sponsor animal groups to promote.
This document provides an overview of Moonpig, a UK-based e-retailer that sells personalized greeting cards. Some key points:
- Moonpig was launched in 2000 by founder Nick Jenkins and has expanded into other personalized gifts. It has been successful in the UK, Australia, and US markets.
- In the early 2000s, Moonpig struggled financially and had to cut costs, raise prices, and seek new investment to stay afloat during the dot-com bubble burst.
- Founder Nick Jenkins had to personally invest more and bring in angel investors to keep the company running until it became profitable and could attract new rounds of funding to survive.
Superfast Business - Getting the most out of online marketing Superfast Business
This document provides information about a program called Superfast Business that offers fully funded business support for SMEs. It offers 12 hours of support including business advice to help companies maximize opportunities from superfast broadband. Eligible businesses can receive help in areas like developing an ICT strategy, customer relationship management systems, and moving to the cloud. The document recommends businesses register on the program's website to access resources. It also discusses optimizing search engine optimization, using mobile marketing strategies like geolocation apps and mobile payments, creating an email marketing strategy, using social media to engage customers, implementing a customer relationship management system, and analyzing customer data to gain insights.
New York City-based Bridge Global Strategies works with many overseas companies to fill their needs for public relations in the United States. Our staff consists of senior professionals with years of experience in helping foreign companies understand the differences between the marketing/communications environment in their own countries and the business environment in the U.S. We understand the differences between U.S. and overseas business cultures - even with English-speaking countries like Canada, Australia and the U.K. - and can therefore help our clients bridge the gap. This presentation describes Bridge Global Strategies' capabilities for filling the communications needs of overseas companies in the U.S. market.
Equidistance Ltd is an international business consultancy that aims to help UK companies expand their networks internationally. The company provides various consulting packages priced between £290-£680 to advise clients on suitable overseas markets and bulk buyers. Additional services include promotional products, database registration, and serviced office space. Equidistance aims to generate regular profits by facilitating business agreements and sales between their clients in different countries. Their mission is to enhance customers' businesses through an international network and logistical support.
Steve Glennon, CEO of Cagwin & Dorward in Novato, Calif., shares the story of this $31.2 million landscape company and how it has grown during the last 50 years into one of the largest in the United States.
3. Forward Banking Launch
• After 15 years of heralding the ‘Save your
Money’ mantra, ING DIRECT launched a new
‘Forward Banking’ slogan and an everyday
bank attitude to Canadians
• The new brand launched in April 2012
4. Forward Banking Launch
• The brand re-launch campaign appeared in
bus shelters, TV, outdoor billboards,
newspapers, websites and social media
• It also launched at a tricky time, when our
Savings rate dropped
9. Social Media Result
• Responded to all Client inquiries
• Created messaging to ease Client fears
• Let the ambassadors defend the brand
• Gave our community the chance to tell us
what they want from their bank
• Regained the trust of our community
11. Different Media, Different Lens
• What you consider a “positive” news story can easily
turn into a less favourable one
• Prepare for different perspectives depending on the
outlet/audience
• Unless factually incorrect, don’t contact journalist to
request a rewrite, express disapproval or
disappointment [that’s not your job!]
• Tone received in social media is often a fair
barometer for news value
14. Communicate
and keep communicating
• Keep your people in the loop
• Anticipate Client questions, build an FAQ
• Check the pulse of Clients
• Don’t reinvent the wheel…
– Internal communications
– Press releases
– Published messages
15. Customer Service Result
• Team enabled to handle questions and feedback
– Customers felt heard and acknowledged
• Feedback captured and shared with rest of bank
24. Control the Message
• Strong, consistent messaging that amplifies positives
and is as forthcoming as possible
• Proactively pitch media with opportunity to tell your
side of the story
• Make sure media has accurate information
• Don’t be afraid to request corrections to errors in
news articles, broadcasts etc.
27. Communicate
and keep communicating
• Keep your people in the loop
• Anticipate Client questions, build an FAQ
• Don’t reinvent the wheel…
– Internal communications
– Press releases
– Published messages
• Be true to your brand, and to your customers
28. Transition into your channel
On Brand, and in touch with the customer
• Thank you for your inquiry. • Dear Saver,
•
• ING Group announced today that it has completed the sale of ING Direct Canada to • While ING Group announced today that it has completed the sale of ING Direct Canada
Scotiabank. Scotiabank is a leading bank within Canada with a proven track record of to Scotiabank, Scotiabank is committed to preserving everything that ING DIRECT’s
success. customers have come to love about us over the past 15 years. We will continue to
operate separately – as a wholly owned subsidiary – and delivery excellent service,
• Scotiabank is committed to preserving everything that ING DIRECT’s customers have simple and transparent products, and all around great value for your hard-earned
come to love about us over the past 15 years. We will continue to operate separately – money.
as a wholly owned subsidiary – and delivery excellent service, simple and transparent •
products, and all around great value for your hard-earned money. • Since we started, our goal was to make it easier for you to save more of your money and
to live a better life. This has not changed, even with the completion of the sale. We are
• Customers will be able to interact with ING DIRECT the way they do now online, on their excited about what we can provide our customers now and in the future, with the
mobile devices, and via our award winning call centres and cafes, with current account backing of a strong Canadian financial institution like Scotiabank that is committed to
numbers and passwords. maintaining what has made ING DIRECT special.
•
• Since we started, our goal was to make it easier for you to save more of your money and • Rest assured that your money is safe with us throughout this process. Your funds are
to live a better life. With the completion of the sale, this has not changed. We are insured under the terms of the Canadian Deposit Insurance Corporation (CDIC) and we
excited about what we can provide our customers now and in the future, with the are governed by the same rules and regulations as all Canadian banks under the Office of
backing of a strong Canadian financial institution like Scotiabank that is committed to Superintendent of Financial Institutions (OSFI). Scotiabank is recognized as one of the
maintaining what has made ING DIRECT special. safest banks in the world with a long and proven history of success. ING DIRECT Canada
continues to be a strong, successful and growing business. We have over 1.8 million
clients, almost $40 billion of assets and one of the strongest capital positions in the
• Rest assured that your money is safe with us throughout this process. Your funds are Canadian banking industry.
insured under the terms of the Canadian Deposit Insurance Corporation (CDIC) and we •
are governed by the same rules and regulations as all Canadian banks under the Office of
Superintendent of Financial Institutions (OSFI). Scotiabank is recognized as one of the • Thank you for sharing your concerns with us over the news. As it’s business as usual, you
safest banks in the world with along history of success. ING DIRECT Canada continues to can continue doing your banking online at ingdirect.ca, using our mobile apps, or over
be a strong, successful and growing business. We have over 1.8 million clients, almost the phone. If you have any questions about your accounts with us, call us at 1-888-464-
$40 billion of assets and one of the strongest capital positions in the Canadian banking 3232 any time as we’re open 24 hours a day, 7 days a week.
industry. We appreciate your interest in this matter and please contact us at 1-800- •
NGDIRECT (1-800-464-3473) if you have any further questions. • Name
• Savings Email Team
• ING DIRECT Canada
29. Customer Service Result
• Speedy response turn around to sensitive topic
– Customers felt heard and acknowledged
– Potential panic managed
• Team enabled to handle questions and feedback
• Feedback captured and shared with rest of bank
36. Social Media Result
• Replaced Commercial spots with Water Spot
• Responded to each inquiry or message regardless of
sentiment
• Issued an apology on social media channels
• Carried on with content calendar of events
38. Act Fast & Be Responsive
• Key messages should address overall sentiment, be
honest and explain your position
• Messaging should be consistent in all communication
channels [PR, social, internal]
• Don’t refuse to comment [no matter how difficult,
it’s always better to provide perspective]
• Get CEO involved – media interviews, social media
• Turn crisis situation into a positive news story
41. Listen
and listen some more
• Actively listen to what your customers are saying
• Respond meaningfully
• Be true to your word: Pass on the feedback
– …and don’t let it just end there
– Trends to keep an eye on?
• Act
– Opportunities to turn lemons into lemonade
42. Customer Service Result
• Majority of replies were satisfied
– Customers appreciate really being listened to
– Appreciation for replying
• Keys:
– Say the truth. Always.
– Watch what you say and how you say it
– Personalize
44. Take Aways
What To Do When Sh!t Hits The Fan
– Develop messaging that is clear and consistent, and will set the tone
across all communication channels
– Don’t underestimate the role social media now plays in PR
– Transparency is key
– Know your audience and protect your community
– Engage and communicate with internal stakeholders
– Listen, respond and have an action plan
– It’s all about timing!
45. Sh!t hit the fan?
Dealing with a crisis in
the Digital Age
Rashel Shamsipour - @Rashel_S
Buket Oktem – @buket_o
Evelyn Chan - @evchan