MicroArts-- Social Media for Credit UnionsMicroArts
The world of social media is already talking about your company, its service, their satisfaction with your brand, etc. The question is not whether or not your brand is involved with social media, its whether or not your brand is going to join the conversation. We recommend you that you do!
Did you know?
77% percent of fortune 500 companies are engaged in some aspect of Social Media to support their business. Social networks and blogs have become the 4th most popular online activity, ahead of personal email. As a result 2010 is expected to be the year where Social Media overtakes search as the #1 online activity.
So what exactly is social media marketing? How do businesses, corporations, and organizations leverage social media to their advantage? More specifically, how can credit unions use social media to create a predictable ROI for themselves?
We invite you to review this presentation detailing the role, opportunity and impact that social media provides to credit unions today.
Online communities have moved to the top
of the strategic marketing and customer
care agenda at many organizations. A study
conducted by Demand Metric “Online
Communities: Driving Customer Engagement
& Influencing Revenue” (September 2014)
revealed that building an online community is a
top priority. Two-thirds of companies surveyed
have online communities and among those that
don’t there is a trend to consider building one
in the future. Additionally, among those who
have online communities, the reported benefits
include a better understanding of customer/
prospect needs, a more loyal customer base,
better customer perception of the brand, and
improved customer support quality. All of
these strategic initiatives are powered by digital
engagement using online communities. But
despite the strategic focus, turning these “top
priority” initiatives into functional and successful
business activities is unfamiliar territory for many
organizations.
One major stumbling block? Turning the
sometimes fuzzy and hard-to-grasp-and-explain
benefits of an online community into a business
case; a proposal which clearly demonstrates the
value of the community to the organization’s
bottom line.
Marketing and customer care leaders are often
the first to recognize the need for an online
community, and may take the lead on creating
one. But if the project begins by acquiring a
software platform prior to developing a business
case, the success of the online community
is already in jeopardy. The time, effort and
cost required to retrofit or replace a software
platform which did not fulfill the organization’s
real business needs -- or deliver the necessary
bottom-line results -- has killed many an online
community initiative. Building a business case
for your online community is essential to its
long-term success. This short but detailed report
covers the crucial steps to building a persuasive
business case -- the roadmap for building a
successful online community.
This report draws on Leader Network’s many
years of online community strategy, best
practice and implementation experience, and
in-depth interviews with eight successful online
community leaders with real-world examples
to back up their suggestions and advice.
A helpful whitepaper aimed at providing a brief description of social media, its importance and insights on how dealerships can integrate social media into their marketing strategies.
Successful Social Media Marketing Campaign, 140 Characters at a TimeKeith Parnell
Successful Social Media Marketing Campaign, 140 Characters at a Time delivered by Renee Alexander Hamilton to New Media Conventions on September 18, 2009 at the Cavalier Golf & Yacht Club in Virginia Beach, VA
Community Management vs Social Media Management - Whats The Difference? Dan Spicer
RECORDED SESSION LINK: https://www.youtube.com/watch?v=LALQ0_FPAWg
The 'Social Media Manager' and the 'Community Manager' are distinct positions within an organisation, titles which are often used interchangeably with no real understanding to the individual roles and responsibilities of each. Yes there are over-lapping duties however it is a common misconception that there are more similarities than there are differences.
In this Social Media Week session we will look to uncover and explain these differences - what does community infer as opposed to social media, how does this relate to your respective audiences, how do these align with your business objectives and what the tools available in ones armoury to drive towards these objectives. Social strategy, content production and distribution, customer engagement, community development, analytics and ROI - who is best suited to deliver these?
During the hour we'll take a look at:
- A brief history of the community manager and social media manager
- The responsibilities of each role
- The different types of business outcomes
- What to look for when hiring
MicroArts-- Social Media for Credit UnionsMicroArts
The world of social media is already talking about your company, its service, their satisfaction with your brand, etc. The question is not whether or not your brand is involved with social media, its whether or not your brand is going to join the conversation. We recommend you that you do!
Did you know?
77% percent of fortune 500 companies are engaged in some aspect of Social Media to support their business. Social networks and blogs have become the 4th most popular online activity, ahead of personal email. As a result 2010 is expected to be the year where Social Media overtakes search as the #1 online activity.
So what exactly is social media marketing? How do businesses, corporations, and organizations leverage social media to their advantage? More specifically, how can credit unions use social media to create a predictable ROI for themselves?
We invite you to review this presentation detailing the role, opportunity and impact that social media provides to credit unions today.
Online communities have moved to the top
of the strategic marketing and customer
care agenda at many organizations. A study
conducted by Demand Metric “Online
Communities: Driving Customer Engagement
& Influencing Revenue” (September 2014)
revealed that building an online community is a
top priority. Two-thirds of companies surveyed
have online communities and among those that
don’t there is a trend to consider building one
in the future. Additionally, among those who
have online communities, the reported benefits
include a better understanding of customer/
prospect needs, a more loyal customer base,
better customer perception of the brand, and
improved customer support quality. All of
these strategic initiatives are powered by digital
engagement using online communities. But
despite the strategic focus, turning these “top
priority” initiatives into functional and successful
business activities is unfamiliar territory for many
organizations.
One major stumbling block? Turning the
sometimes fuzzy and hard-to-grasp-and-explain
benefits of an online community into a business
case; a proposal which clearly demonstrates the
value of the community to the organization’s
bottom line.
Marketing and customer care leaders are often
the first to recognize the need for an online
community, and may take the lead on creating
one. But if the project begins by acquiring a
software platform prior to developing a business
case, the success of the online community
is already in jeopardy. The time, effort and
cost required to retrofit or replace a software
platform which did not fulfill the organization’s
real business needs -- or deliver the necessary
bottom-line results -- has killed many an online
community initiative. Building a business case
for your online community is essential to its
long-term success. This short but detailed report
covers the crucial steps to building a persuasive
business case -- the roadmap for building a
successful online community.
This report draws on Leader Network’s many
years of online community strategy, best
practice and implementation experience, and
in-depth interviews with eight successful online
community leaders with real-world examples
to back up their suggestions and advice.
A helpful whitepaper aimed at providing a brief description of social media, its importance and insights on how dealerships can integrate social media into their marketing strategies.
Successful Social Media Marketing Campaign, 140 Characters at a TimeKeith Parnell
Successful Social Media Marketing Campaign, 140 Characters at a Time delivered by Renee Alexander Hamilton to New Media Conventions on September 18, 2009 at the Cavalier Golf & Yacht Club in Virginia Beach, VA
Community Management vs Social Media Management - Whats The Difference? Dan Spicer
RECORDED SESSION LINK: https://www.youtube.com/watch?v=LALQ0_FPAWg
The 'Social Media Manager' and the 'Community Manager' are distinct positions within an organisation, titles which are often used interchangeably with no real understanding to the individual roles and responsibilities of each. Yes there are over-lapping duties however it is a common misconception that there are more similarities than there are differences.
In this Social Media Week session we will look to uncover and explain these differences - what does community infer as opposed to social media, how does this relate to your respective audiences, how do these align with your business objectives and what the tools available in ones armoury to drive towards these objectives. Social strategy, content production and distribution, customer engagement, community development, analytics and ROI - who is best suited to deliver these?
During the hour we'll take a look at:
- A brief history of the community manager and social media manager
- The responsibilities of each role
- The different types of business outcomes
- What to look for when hiring
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013 Pam Moore
You are the media" is the theme of Pam Moore's keynote presentation for the Florida Blogger & Social Media Conference held in Orlando, Florida, September 21 2013.
In the complex and noisy environment that is the social media landscape Joe reveals not only how to use social media to drive visitors to your event but also how to deliver the event back into the social environment and fully optimise the social experience.
Community Strategy Roadmap: How to Create a Community Strategy with the Commu...Carrie Melissa Jones
Walkthrough of the framework that will help you plan and improve your community and community management strategy. Includes helpful tips for building up, paring down, and creating a roadmap for strategic planning.
Adding Social Media to Your Marketing Plan4Good.org
Around every corner you turn these days we hear about social media, bloggers, social networking. The list goes on and on. Using social media is just one tool for developing your organization’s fundraising and marketing strategies. Social media is an entry point and can be used as part of a larger plan to help you achieve your funding goals. Learn from existing success models about how organizations can raise tens of thousands and even millions of dollars through social media. Social media is here to stay. Taking some time to learn more about the multi-channel use of marketing your organization can have a long-term impact on the knowledge about and success of your mission.
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Social Media Marketing for Nonprofit/NGO’s
Presentation held at IBM (Lundtofte, Denmark) on June15th, as part of the Service Day Workshop for Nonprofits and NGO’s.
What is social media & how can it aid great customer service?
A quick run through the every changing world of digital communications & social media.
What does 'great' look like in social customer service?
How do you get started in social customer service?
This Spring, the Multnomah County Library Levy Campaign Committee and consulting firm Winning Mark created and ran a successful place-based advocacy campaign to pass a library-preservation ballot measure. Emphasizing check-ins, recommendations, and making personal connections online, the campaign strategy paid off in a 4:1 win. This presentation walks through the strategy, complete with screenshots, lessons learned, and approach.
Community is important. This presentation breaks down how integrated marketing can extend your organization's community past the building doors. By building and integrating a strong online presence, you get and stay connected with your audience.
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013 Pam Moore
You are the media" is the theme of Pam Moore's keynote presentation for the Florida Blogger & Social Media Conference held in Orlando, Florida, September 21 2013.
In the complex and noisy environment that is the social media landscape Joe reveals not only how to use social media to drive visitors to your event but also how to deliver the event back into the social environment and fully optimise the social experience.
Community Strategy Roadmap: How to Create a Community Strategy with the Commu...Carrie Melissa Jones
Walkthrough of the framework that will help you plan and improve your community and community management strategy. Includes helpful tips for building up, paring down, and creating a roadmap for strategic planning.
Adding Social Media to Your Marketing Plan4Good.org
Around every corner you turn these days we hear about social media, bloggers, social networking. The list goes on and on. Using social media is just one tool for developing your organization’s fundraising and marketing strategies. Social media is an entry point and can be used as part of a larger plan to help you achieve your funding goals. Learn from existing success models about how organizations can raise tens of thousands and even millions of dollars through social media. Social media is here to stay. Taking some time to learn more about the multi-channel use of marketing your organization can have a long-term impact on the knowledge about and success of your mission.
Social Media Marketing Nonprofits and NGOIBM Danmark
Social Media Marketing for Nonprofit/NGO’s
Presentation held at IBM (Lundtofte, Denmark) on June15th, as part of the Service Day Workshop for Nonprofits and NGO’s.
What is social media & how can it aid great customer service?
A quick run through the every changing world of digital communications & social media.
What does 'great' look like in social customer service?
How do you get started in social customer service?
This Spring, the Multnomah County Library Levy Campaign Committee and consulting firm Winning Mark created and ran a successful place-based advocacy campaign to pass a library-preservation ballot measure. Emphasizing check-ins, recommendations, and making personal connections online, the campaign strategy paid off in a 4:1 win. This presentation walks through the strategy, complete with screenshots, lessons learned, and approach.
Community is important. This presentation breaks down how integrated marketing can extend your organization's community past the building doors. By building and integrating a strong online presence, you get and stay connected with your audience.
IBM presentation at Digital Media Barcelona- Twitter For Business Microbloggi...the bureau, digital agency
IBM presentation: Twitter for business - Microblogging goes to work by Delphine Remy-Boutant, WW Social Media Marketing Manager IBM SWG - Digital Media Barcelona event 16th September
Social Media for Economic Development OrganizationsGIS Planning
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Social Media Revolution - Creating value for your B2B business in the Adhesive and Sealant Industry. A presentation by Entwine Inc at the 2010 ASC Conference
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Like building a house, you want a solid foundation for your social media marketing efforts. This deck provides a high level look at what parts of the foundation you should have before just jumping in. A strong emphasis is on social media is not a stand alone strategy or tactic!
Content Marketing: Modern Techniques for Growing Your BusinessTypeset
This presentation was developed for the Breakout at the Breakwater 2010 event sponsored by Fitzgerald Photo Imaging. It supports the theme of the conference, "Education & Inspiration", by defining content marketing, giving an in-depth look at social media and presenting a case study of how one photographer's experiences with social media in his business.
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How Financial Institutions Are Leveraging Social Media
1. HOW FINANCIAL INSTITUTIONS ARE
LEVERAGING SOCIAL MEDIA
Brian Bierbaum, Vice President of Digital Strategy and Sales
The Webinar Will Be Starting Shortly…
Have a question?
We’ll be checking
the chat window.
3. IS IT JUST YOUTH WHO USE SOCIAL
MEDIA?
Actual Facebook
page demographics
of a bank serving a 67% over age 35
rural community 33% over age of 45
4. HOW FINANCIAL INSTITUTIONS ARE USING
FACEBOOK
to promote their culture and brand
to reach new members of their
community
to educate
to promote internal events
to promote community events
to engage in dialogue with customers
to answer questions and concerns
to spread grassroots-level messages
and campaigns
6. CITIZENS & NORTHERN BANK –
PROMOTION
Launch Day 24 Hours Later
July 11, 2011: July 12, 2011:
– 81 Likes – 635 Likes
– Tab Views 1,744 – Tab Views 2,056
– 6 Comments – 8 Comments
– 5 Pages of Data
7. WHERE SHOULD YOU FOCUS YOUR
TRACKING…
On what other channel can you know
that 1,000 members/customers read
every one of your daily messages?
8. HOW FINANCIAL INSTITUTIONS ARE USING
TWITTER
to listen
to serve customers needs
to make announcements
to broadcast new blog posts
to promote their culture and brand
to educate
to gather feedback on services
(product research)
to promote internal events
to promote community events
to engage in dialogue with
customers
to answer questions and concerns
to spread grassroots-level messages Customer Service Focus
and campaigns
9. HOW FINANCIAL INSTITUTIONS ARE USING
TWITTER
A Few Simple Twitter Best Practices
Share.
Listen.
Ask.
Respond.
Reward.
Demonstrate wider leadership and
know-how.
Champion your followers.
Establish the right voice. Remember…
Small and regional financial
institutions have a Twitter
advantage over big national
competitors
10. HOW FINANCIAL INSTITUTIONS ARE
USING LINKEDIN
Financial Services has the second
highest concentration of industry usage
on LinkedIn.
Primary use: Networking
(not a surprise…)
11. HOW FINANCIAL INSTITUTIONS ARE
USING LINKEDIN
Targeting business decision-makers
(B2B focus) using LinkedIn Groups
and Answers.
Positioning their business
development teams as business
solution experts in their markets.
Groups
Success Metrics
Calls/conversations resulting from
online engagements.
Submissions on lead forms.
Number of engagements in
conversations with local
businesspeople on posts.
Common Conversation
12. HOW FINANCIAL INSTITUTIONS ARE USING
BLOGS
to augment their print publications
to promote their culture and brand
to educate
to promote internal events
to empower their business
development teams with content
to promote community events
13. HOW FINANCIAL INSTITUTIONS ARE
USING FOURSQUARE
Works best with other Social Media Platforms
(Content is king; use a blog with share icons)
Simple check in at a branch location = publicity to a
network
Reward Cards, reward users for “shout outs”
(Foursquare, Twitter, Facebook) e.g. when a card is
swiped it will auto-update platforms & earn extra
points
Offer Mayor Incentives
Monitor Check Ins and Gain Feedback
Sponsor a Class or Party
Preventing Fraud (GeoGuard by Misys)
14. HOW FINANCIAL INSTITUTIONS ARE
USING FOURSQUARE
A Few Things to Consider Before Starting
Be careful about doing promotions around
Foursquare “Mayors”
Keep in mind that people are playing a
game
Assess the demographics of your markets
before jumping in.
15. HOW ARE YOU USING THESE SOCIAL
CHANNELS?
Facebook
Twitter
LinkedIn
Have a question?
Foursquare
Call it out or use
Google+ the chat window.
Others?
16. YOUR SOCIAL MEDIA MATURITY LEVEL
Takes planning, creative insight, product management,
internal resources, external resources.
You Today?
17. SOCIAL MEDIA IS NOT FREE
Takes planning, creative insight, product management,
internal resources, external resources.
The average budget for “novice” social
programs is $66,000, and an average
team includes about 3.1 people in a
centralized format.
Where is your budget?
How Corporations Should Prioritize Social Business Budgets
http://www.altimetergroup.com/how-corporations-should-prioritize-social-business-budgets
18. MEASURING ROI: A FACEBOOK
EXAMPLE
Step 1: Pull List of Likers Step 2: Compare Data
Customers
Comparing your KPIs of Facebook Likers to other customers/members is
one method for measuring ROI.
19. ROI FOR SOCIAL MEDIA MADE EASY
Traditional Marketing Channel Social Media Pilot Program
Number of pieces sent: 200 • Carve out 10% of your total budget
Cost for printing and for a social media pilot.
postage: $1.44 VS.
Total cost to send 200 • Ensure each channel in the strategy
pieces: $288 drives to a landing page.
Response rate: 0.5%
Customers acquired: 200 pieces • Compare cost per customer/member
mailed x 0.5% response rate = 1 acquired
new customer
20. QUESTIONS?
The presentation and highlights of the presentation are available on our blog.
priorityresults.com/blog
Brian Bierbaum
www.linkedin.com/in/brianbierbaum
Twitter: @BrianBierbaum
bbierbaum@priorityresults.com
952.920.9909
Priorityresults.com
Editor's Notes
Agenda- Look at examples of financial institutions using each channel, talk about best practices, discuss how each of you are using these channels or plan toFacebook (main focus) Twitter LinkedIn Blogs Foursquare Google+? Briefly touch on your organizations social maturity level, budgeting and roi
Remember you don’t have to do all at once!
Uptick with Ads and promotions
Goal community growth
Engagement not just Likes, etc.Questions about FB?
Primarily a public customer service channel for big banks and credit unions.Note: There are tools available for archiving tweets for compliance purposes… Often a big concern with Twitter and financial institutions.
Share. Share photos and behind the scenes info about your financial institution. Even better, give a glimpse of developing projects and events. Users come to Twitter to get and share the latest, so give it to them!Listen. Regularly monitor the comments about your company, brand, and products.Ask. Ask questions of your followers to glean valuable insights and show that you are listening.Respond. Respond to compliments and feedback in real time.Reward. Tweet updates about special offers, discounts and time-sensitive deals.Demonstrate wider leadership and know-how. Reference articles and links about the bigger picture as it relates to your community.Champion your followers. Retweet and reply publicly to great tweets posted by your followers.Establish the right voice. Twitter users tend to prefer a direct, genuine, and of course, a likable tone from your financial institution.
Can be done with other channels as well… Twitter, etc.