Use case Engagor Day Belfius
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The document discusses Belfius Bank's experience with social media monitoring. It describes how Belfius evolved from using SM2 at Dexia Bank Belgium to selecting Engagor in 2012 after becoming an independent bank. It outlines Belfius' current social media monitoring process, including listening for mentions, responding to webcare inquiries, and reporting insights. Some lessons discussed are the importance of context in responses, defining engagement rules, and establishing clear monitoring objectives, tools, roles and processes.
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Use case Engagor Day Belfius
- 1. SOCIAL MEDIA MONITORING @ BELFIUS Bruno Peeters, Belfius Bank Engagor Day 28/02/2013
- 2. Agenda Where do we come from How are we handling social media mentions @ Belfius Lessons learned 2 28/2/2013
- 3. Where do we come from Fall 2010 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. Where do we come from Fall 01/2010 2010 Dexia SM2 SM2 from Alterian used by Dexia Focus : listening Used in Belgium and France 4 28/2/2013
- 5. Where do we come from Fall 01/2010 10/2011 2010 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. Where do we come from Fall 01/2010 10/2011 03/2012 2010 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. Where do we come from Fall 01/2010 10/2011 03/2012 Spring 2010 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. Where do we come from Fall 01/2010 10/2011 03/2012 06/2012 2010 Dexia Dexia Bank Belgium Belfius SM2 Engagor Belfius starts to use Engagor 8 28/2/2013
- 9. Agenda Where do we come from How are we handling social media mentions @ Belfius Lessons learned 9 28/2/2013
- 10. How are we handling social media mentions 10 28/2/2013
- 11. How are we handling social media mentions 11 28/2/2013
- 12. How are we handling social media mentions 12 28/2/2013
- 13. How are we handling social media mentions 13 28/2/2013
- 14. How are we handling social media mentions 14 28/2/2013
- 15. How are we handling social media mentions 15 28/2/2013
- 16. How are we handling social media mentions 16 28/2/2013
- 17. How are we handling social media mentions 17 28/2/2013
- 18. How are we handling social media mentions 18 28/2/2013
- 19. How are we handling social media mentions 19 28/2/2013
- 20. How are we handling social media mentions 20 28/2/2013
- 21. Some insights Total number of mentions since July 1, 2012 21 28/2/2013
- 22. Some insights Commercial versus Corporate 22 28/2/2013
- 23. Some insights Webcare mentions 23 28/2/2013
- 24. Some insights Webcare mentions 24 28/2/2013
- 25. Agenda Where do we come from How are we handling social media mentions @ Belfius Lessons learned 25 28/2/2013
- 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. 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. 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. 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. QUESTIONS ?
- 31. Bruno Peeters Belfius Bank bruno.peeters@belfius.be www.facebook.com/Belfius twitter.com/Belfius youtube.com/BelfiusBe www.linkedin.com/company/belfius