A compilation of relevant and valuable digital research and insights within a " Digital in the Financial Industry " context. A simplified 4 step overview of valuable sources and " mind shift content" please review all sources referenced on the last slide for full articles, presentations, theories, strategies and general insights used within this presentation.

1. Context – Bigger Picture – Digital Marketing BIGGER PICTURE ℗ Annette Muller 2010

2. BIGGER PICTURE ℗ Annette Muller 2010 DIGITAL MARKETING SHIFT IN MARKETING ONLINE AUDIENCE ENGAGEMENT CONTENT in CONTEXT IS KING SOCIAL SEMANTIC WEB ANALYTICS 1. 2. 3. 4.

3. Trends | Technology | Financial Brands | Communities

4. CO-DONATE There are lots of innovative corporate donation programs popping up, and one characteristic many share is that—in tune with the aforementioned ' age of collaboration' —they ask customers to co-decide and (often) co-donate. PERKONOMICS Rewarding most devoted customers with exclusive offers and several perks (in addition to the obligatory discounts & existing loyalty benefits for everyone) RANDOM ACTS OF KINDNESS (RAK) everything from picking up the tab to sending a surprise gift to loyal customers Wings is a credit card brand owned by Akbank – recently partnered with five upscale restaurants —to offer a random selection of lucky Wings members a pleasant surprise. After having dinner at one of the restaurants and paying with their Wings card, the customer is notified that Wings will foot the bill. (F)RIGID NO MORE there’s a world to be won by being less rigid —if not downright frigid—when it comes to interacting with your customers - return policies that don’t require a receipt from loyal customers. It’s about hotels not charging an extra night for that late checkout.

5. being more willing to collaborate, co-create, co-invent, co-improve with your clients set up your own ipodlounge.com, hiltonlobby.com, virgincabin.com, ingcounter.com, saabbackseat.com, safewaysaisles.com or vodafoneconnection.com, and invite your customers to engage in CUSTOMER-MADE goods, services and experiences. Using cloud-based software - http://www.brightidea.com/new.bix | www.spigit.com www.ideabounty.com http://link.brightcove.com/services/player/bcpid77544765001?bctid=108805924001

6. Trends | Technology | Communication | Communities

7. 1. THE MEGASITE The once-simple microsites financial institutions made for their marketing campaigns have ballooned into massive undertakings. 2. FINANCIAL EDUTAINMENT Financial education will have to become a lot more entertaining and interactive 3. NEW CHANNELS FOR CUSTOMER SERVICE Live online chat has been around for a few years, but financial institutions are deploying it at a quickened pace. With instant online chat, you can address people’s questions and concerns 4. ONLINE PFM Few things have made as big a difference to consumers over the last couple years — from a practical perspective — as the introduction of online Personal Financial Management tools. 5. “WE’RE LISTENING” Financial institutions who believe that their primary purpose on the social web is to listen will solicit Feedback both the good and the bad — from the public, and do so publicly. http://www.savehardspendsmart.com http://bankofamerica.com/mobanking www.mint.com www.geezeo.com www.waala.com http://www.live.firstdirect.com

8. 6. PROPRIETARY APPLICATIONS ING DIRECT was probably the first to introduce an API for Twitter with its “Fee Tweeter” application. And Vantage Credit Union’s “Tweet My Money” is a fully-proprietary innovation that allows people to access account information and make transfers via Twitter. 7. REMOTE DEPOSIT CAPTURE Whether by mobile phone (like USAA and WV United FCU), scanner (like Jefferson Financial) or even the honor system, enabling people to make deposits remotely will be a big trend from now until checks go away. 8. ONLINE REVIEWS, Q&A FORUMS Allowing actual users to rate and review products online. You can take it a step further and let people ask and answer questions, as USAA has with its “Member 2 Member” forums. 9. ONLINE CONTESTS FOR CHARITY None of this was really feasible before social media tools came along. And you don’t need to give away a lot of money, as one credit union proved with its $2,000 scholarship giveaway on FACEBOOK 10. UGC UGC (short for “User-Generated Content”) will continue to be one of the primary ways financial institutions integrate social media tactics into their marketing mix. Financial institutions will host blogger contests, photo contests, “my ugly [fill-in-the-blank]” contests and make-your-own TV contests. Just be careful that you don’t “salt the mine” with your own submissions, as one bank painfully learned. http://www.oectours.com/oec/index.php?b=768 http://www.whatmoneymeanstome.org/

9. 11. MAKING “COMMUNITY” THE FOCUS OF ONLINE COMMUNITIES Instead of building self-serving online social media communities, help improve your real, offline communities. To see this strategy lived out to its fullest - Caja Navarra 12. AUTOMATIC SAVINGS PLANS BofA was one of the first to introduce automatic savings programs, with its “Keep The Change” project. Then there was Wachovia’s “Way 2 Save.” Citizens Bank recently introduced “GoalTrack Savings,” a goal-based savings account with rewards. Third-party products like Bancvue’s “Kasasa” are integrating automatic savings options. You can even include automatic savings into your auto loans. http://www.cajanavarra.es/en/tus-derechos/

11. http://paulisaskon.typepad.com

14. Trends | READ MORE www.trendwatching.com www.thefinancialbrand.com www.trendhunter.com www.coolhunter.net www.springwise.com www.globalchange.com

15. SHIFT IN MARKETING BEFORE 1.

16. SHIFT IN MARKETING AFTER 1.

17. SHIFT IN MARKETING Video Inspiration 1. http://www.youtube.com/watch?v=ciSrNc1v17M&feature=related http://www.youtube.com/watch?v=iu0ztxdsFis&feature=related

18. SHIFT IN MARKETING Insert Videos 1.

19. SHIFT IN MARKETING 1.

20. SHIFT IN MARKETING 1.

21. SHIFT IN MARKETING 1.

23. BE DO SOURCE: Paul Isakson

24. ONLINE AUDIENCE ENGAGEMENT CONNECT with each other potential clients clients communities potential employees 2.

25. ONLINE AUDIENCE ENGAGEMENT 2.

26. ONLINE AUDIENCE ENGAGEMENT reach engage action buzz 2.

27. ONLINE AUDIENCE ENGAGEMENT 2.

28. AUDIENCE  CONNECT  CHANNEL 2.

29. AUDIENCE  RELATIONSHIP 2.

30. AUDIENCE ENGAGEMENT 2.

31. AUDIENCE ENGAGEMENT understand act on optimize 2.

32. AUDIENCE ENGAGEMENT 2.

33. BIGGER PICTURE ℗ Annette Muller 2010 CONTENT in CONTEXT IS KING 3.

34. BIGGER PICTURE ℗ Annette Muller 2010 CONTENT in CONTEXT IS KING VIDEO INSPIRATION 3. http://www.youtube.com/watch?v=5wx0GfbC0BA&feature=related

35. BIGGER PICTURE ℗ Annette Muller 2010 CONTENT in CONTEXT IS KING Create content worth sharing Insert video 3.

36. BIGGER PICTURE ℗ Annette Muller 2010 CONTENT STRATEGY 3.

37. BIGGER PICTURE ℗ Annette Muller 2010 CONTENT STRATEGY 3. BOTTOM LINE: CREATE CONTENT WORTH SHARING SOMETHING THAT EDUCATES & ENLIGHTENS SOMETHING THAT HELPS DISCOVER , SOMETHING THAT HELPS PEOPLE SEE THE WORLD IN A DIFFERENT WAY SOMETHING IN CONTEXT THAT WILL MAKE US CHANGE, LEARN SOMETHING NEW, FEEL, THINK DIFFERENTLY

38. BIGGER PICTURE ℗ Annette Muller 2010 SOCIAL SEMANTIC WEB ANALYTICS 4. http://www.youtube.com/watch?v=off08As3siM&feature=player_embedded

39. BIGGER PICTURE ℗ Annette Muller 2010 SOCIAL SEMANTIC WEB ANALYTICS 4. SOURCES: http://www.slideshare.net/rlovinger/theres-no-semantic-web-without-content-and-data http://www.slideshare.net/Cloud/the-social-semantic-web

40. BIGGER PICTURE ℗ Annette Muller 2010 SOCIAL SEMANTIC WEB ANALYTICS 4.

41. BIGGER PICTURE ℗ Annette Muller 2010 SOCIAL SEMANTIC WEB ANALYTICS 4. SOURCES: http://www.slideshare.net/rlovinger/theres-no-semantic-web-without-content-and-data http://www.slideshare.net/Cloud/the-social-semantic-web

42. BIGGER PICTURE ℗ Annette Muller 2010 SOCIAL SEMANTIC WEB ANALYTICS 4. SOURCES: http://www.slideshare.net/rlovinger/theres-no-semantic-web-without-content-and-data http://www.slideshare.net/Cloud/the-social-semantic-web

43. BIGGER PICTURE ℗ Annette Muller 2010 SOCIAL SEMANTIC WEB ANALYTICS 4.

44. BIGGER PICTURE ℗ Annette Muller 2010 SOCIAL SEMANTIC WEB ANALYTICS 4. SOURCES: http://www.slideshare.net/rlovinger/theres-no-semantic-web-without-content-and-data http://www.slideshare.net/Cloud/the-social-semantic-web

45. BIGGER PICTURE ℗ Annette Muller 2010 STRATEGIC OVERVIEW SHIFT IN MARKETING ONLINE AUDIENCE ENGAGEMENT CONTENT in CONTEXT IS KING SOCIAL SEMANTIC WEB ANALYTICS 1. 2. 3. 4.

46. THANK YOU BIGGER PICTURE ℗ Annette Muller 2010

47. BIGGER PICTURE ℗ Annette Muller 2010 SOURCES Shift in Marketing & Communication The future of communication – Man is God http://www.youtube.com/watch?v=iu0ztxdsFis&feature=related Did you know – version 4.0 http://www.youtube.com/watch?v=6ILQrUrEWe8 Dramatic Shift in Marketing – Scholz & Friends http://www.youtube.com/watch?v=ciSrNc1v17M&feature=related Global Internet Statistics http://www.youtube.com/watch?v=RpAW0yRaKws The importance of Video in Future Marketing http://www.youtube.com/watch?v=ZE5bncAEhSQ&feature=related The Mobile Media Revolution http://www.youtube.com/watch?v=FScddkTMlTc&feature=related Creating content for the digital audience – It is a mindshift http://www.youtube.com/watch?v=5wx0GfbC0BA&feature=related Social Media Revolution Latest Social Media Revolution Video: http://www.youtube.com/watch?v=4J4Ynp9AvYk&feature=channel Latest Research from Google on designing for the Social Web / Social Media – real understanding http://www.slideshare.net/padday/the-real-life-social-network-v2 Banking, Social Media & Digital Communications http://www.slideshare.net/dancingmango/web-20-what-is-it-and-what-does-it-mean-for-retail-banks (SAM – this is probably where they got sam from, he is even wearing green  ) Common Wealth Bank – The future http://www.youtube.com/watch?v=pTv2tMenhxA&feature=related Global Social Digital Initiatives http://www.slideshare.net/silkroader/innovation-in-financial-institutions-a-world-tour-presentation?src=related_normal&rel=93275 http://www.slideshare.net/cajanavarra/civic-banking-pioneers-in-banking-20

48. ℗ Annette Muller 2010 | wwww.annettemuller.co.za SOURCES Relevant Global Digital Heroes Debbie Weil on Corporate Blogging - http://www.youtube.com/watch?v=i9koe77fUz8 Social Media in the Financial Industry Speakers - http://www.fpsc.com/WebinarForm/ Insights & Analytics Resources Occam's Razor by AvinashKaushik - http://www.kaushik.net/avinash Actionable Analytics by Jonny Longden - http://actionable-analytics.com/ Industry Insights by Omniture - http://blogs.omniture.com/ Six Pixels of Separation by Mitch Joel - http://www.twistimage.com/blog/ Kaizen Analytics by Michael Nottes - http://www.kaizen-analytics.com/ Nielsen Insights - http://en-us.nielsen.com/insights ComScore Voices - http://blog.comscore.com/ Hitwise Intelligence - http://weblogs.hitwise.com/ Web Analytics Demystified by Eric Peterson - http://blog.webanalyticsdemystified.com/weblog/ http://www.slideshare.net/datalicious/digittech-analytics-workshop?src=related_normal&rel=3774929 http://huddlemind.net/video/the-future-web SOUTH AFRICAN INTERNET LANDSCAPE http://www.slideshare.net/classicevents/rhode-oodendaal-mari-visagie-crink INFLUENCE MARKETING http://www.slideshare.net/TrendsSpotting/2010-online-marketing-influencers-trend-predictions-in-140-characters-by-trendsspotting-2833055 http://www.slideshare.net/TrendsSpotting/2010-social-media-influencers-trend-predictions-in-140-characters SEMANTIC WEB http://www.slideshare.net/rlovinger/theres-no-semantic-web-without-content-and-data http://www.slideshare.net/Cloud/the-social-semantic-web RESEARCH http://www.slideshare.net/ayerviernes/im-digital2010