This is the presentation I delivered at Dialog Konferansen 2010 in Sweden on 23 August 2010. I invite you to watch my short video on Visible Banking (http://bit.ly/aaK4CA) and get back to me with your questions. Christophe (http://twitter.com/Visible_Banking)

1. Building Loyalty with Social Media Banking / Financial Services / Insurance Str ö mstad, 23 August 2010

2. Pragmatic, Unbiased, Social Media Advisor Visible-Banking.com (since February 2007) Visible Banking Page (since August 2008) @Visible_Banking (since February 2009) Stats (August 2010) -> 1,2k+ rss readers -> 85+ video interviews -> 30+ events Stats (August 2010) -> 520+ fans -> 50+ videos -> 80+ posted items Stats (August 2010) -> 2,6k+ followers -> 2,8k+ updates -> 220+ listed Mission: help financial institutions across the world better UNDERSTAND and LEVERAGE social media, successfully engage with people, and build trusted relationships.

4. What’s Loyalty for a Brand? a fan, sometimes also called aficionado or supporter, is a person with a liking and enthusiasm for something. Fan is faithfulness or a devotion to a person, country, group, or cause. Loyalty in marketing, consists of a consumer’s commitment to repurchase or otherwise continue using the brand and can be demonstrated by repeated buying of a product or service or other positive behaviours such as word of mouth advocacy . Brand loyalty

5. LOYALTY = LISTEN ENGAGE INVOLVE REWARD ADVOCACY + + +

6. TRANSPARENCY

7. Still Doubting the Power of Social Media? 2 months 4,000+ members 3 weeks 420,000 views

8. Benchmarking Social Media in Finance Source: Visible-Banking.com, July 2010 220+ channel tracked 25+ countries 6,165+ videos uploaded 2,500+ comments 1,350+ accounts 60+ countries 784,680+ followers 557,800+ tweets 500+ pages / groups / apps tracked 55 countries 3.491 million fans 72.8k monthly users app 240+ blogs tracked 20 countries 1,600+ posts 2,540+ comments Banks, Central Banks, Credit Unions, Investment Management, Credit Card, Insurance

9. You Must Listen to your Influencers

10. Customer Support Excellence

11. Client Support on Twitter: Driving Advocacy

12. Wake Up Call: 92M Global Users on Twitter

13. How Much Do You Really Know About Twitter?

14. Twitter is (not only) for Celebs

15. How Would You Define Transparency?

16. Customer Reviews & Product Co-Creation * over 15,000 incremental applications for products and policies were started (in the first year). * “thousands of members have provided reviews, and USAA has used those reviews to drive product improvements, improve Web site conversion, and increase interactive marketing effectiveness.”

17. Transparency: Moderation & Control

18. Finding the Right Voice to Connect

19. Building Groups vs Building Communities

20. KYF: Know Your Followers-Fans-Following ? Following / Followers Competitors Employees Clients Journalists Consultants Bloggers Prospects

21. Mobile: Penetration & Usage Gartner: “Mobile phones will become the main source to access the Internet before PCs by 2013” 4 4.6 B: mobile subscribers 1.7 B: credit cards 1.5 B: televisions 1 B: computers Penetration Usage 12% : average response rate to a “call to action” on mobile (vs 2% for traditional media) 90% : average opening rate of texts (3x more than emails) 30mn : average opening time of a marketing message on mobile (vs 24h for an email)

22. Foursquare: Geoloc. + Comments + Reward March 2009 3m users

23. The Key to Success: Reward Your Users Successful Social Media Initiatives, Buzz & WOM Active Communities Fun / Experience Visibility Exclusive Content Contest / Prizes

26. Building Loyalty with Social Media Banking / Financial Services / Insurance Str ö mstad, 23 August 2010