This document discusses why banks need to embrace social media. It provides examples of both banks that were forced into social media due to crises (BP and HSBC) as well as willing participants (First Direct and American Express). BP initially struggled with its social media response during the Gulf oil spill but has since invested in building its presence. HSBC faced protests from students on Facebook over fee changes but ultimately reversed its decision. First Direct is seen as an innovative bank that has seamlessly integrated social media into its operations.
Best Practices in Financial Services Social Media: What's Trending Now and Wh...Mark Zmarzly
This presentation was a 3.5 hour class delivered in two parts as the 2014 ABA Stonier Graduate School of Banking. It's grown and expanded over the last two years since I first gave it for J.D. Power & Associates Social Media Division. Below are more details:
Best Practices in Financial Services Social Media: What's Trending Now and What WIll the Future Bring?
Banks and Credit Unions large and small are still struggling with how best to use social media to move from awareness to engagement to sales. Through an in-depth analysis of our industry’s attempts to engage consumers, we’ll analyze today’s best trends and how your institution can leverage social media in the future to drive engagement and sales.
Specifically, we’ll look at:
· Great examples of large, multifaceted social media campaigns from institutions around the world.
· What’s working in the US and abroad to drive social engagement in brand, mission, and product sales.
· Why storytelling, voice, and brand all need to come together in a consistent fashion for social media to excel.
· Specific case studies of brands inside and outside of Financial Services that have excelled at using social media to engage and sell.
How To Sell Through Social Media – And Why B2Cs Have A Lot To Learn From B2BsJonathan Wichmann
The slide deck from my presentation at Dialogkonferansen 2014 in Strömstad, Sweden.
A big thanks to Augie Ray who provided a lot of the data (http://www.experiencetheblog.com/2014/04/what-if-everything-you-know-about.html).
Visit OrcaSocial.com to learn how we help B2B companies use social media and social technologies the right way.
How nonprofit organizations can effectively use search engines (SEO/PPC), Facebook and other social networks to attract more volunteers, donors and publicity for their causes.
Best Practices in Financial Services Social Media: What's Trending Now and Wh...Mark Zmarzly
This presentation was a 3.5 hour class delivered in two parts as the 2014 ABA Stonier Graduate School of Banking. It's grown and expanded over the last two years since I first gave it for J.D. Power & Associates Social Media Division. Below are more details:
Best Practices in Financial Services Social Media: What's Trending Now and What WIll the Future Bring?
Banks and Credit Unions large and small are still struggling with how best to use social media to move from awareness to engagement to sales. Through an in-depth analysis of our industry’s attempts to engage consumers, we’ll analyze today’s best trends and how your institution can leverage social media in the future to drive engagement and sales.
Specifically, we’ll look at:
· Great examples of large, multifaceted social media campaigns from institutions around the world.
· What’s working in the US and abroad to drive social engagement in brand, mission, and product sales.
· Why storytelling, voice, and brand all need to come together in a consistent fashion for social media to excel.
· Specific case studies of brands inside and outside of Financial Services that have excelled at using social media to engage and sell.
How To Sell Through Social Media – And Why B2Cs Have A Lot To Learn From B2BsJonathan Wichmann
The slide deck from my presentation at Dialogkonferansen 2014 in Strömstad, Sweden.
A big thanks to Augie Ray who provided a lot of the data (http://www.experiencetheblog.com/2014/04/what-if-everything-you-know-about.html).
Visit OrcaSocial.com to learn how we help B2B companies use social media and social technologies the right way.
How nonprofit organizations can effectively use search engines (SEO/PPC), Facebook and other social networks to attract more volunteers, donors and publicity for their causes.
Social Media Arithmetic: The Metrics and Monetization of Social MediaAl Cadena
Financial Institutions are looking at Social Media as another channel to get their story out to customers. Traditional marketing and web metrics may not be appropriate to measure the impact or success of a Social Media strategy. In this session we will discuss how companies are measuring Social Media, and which of those approaches can be adopted, by Financial Institutions in particular, to define the effectiveness of their approach. We will also discuss how some of these metrics can be used to measure ROI or monetization of Social Media itself.
This webinar describes how several Credit Unions have shown best practices while implementing successful marketing strategies in difficult economic times. It discusses the various elements of a comprehensive, successful marketing plan.
Webinar: Why Earned Media Overpowers Social Media in Student RecruitmentEarthbound Media Group
This webinar defines the facets of earned media as well as its relevance to social media and emerging technologies in driving student recruitment and admissions strategies for institutions of every size.
Word of Mouth - A Prescription for a Bad EconomySean Moffitt
The 12 reasons why word of mouth is the tonic for this marketplace and this economy (from Sean Moffitt, Agent Wildfire - Canada's Word of Mouth Experts)
What's social media? Why it is important for brands? Which social media channel is needed for your brand? How must be a social media management for brands? Social media communication examples...
Gen Y ROI - Credit Union Strategies that WorkJoshua Jones
Credit union executives understand gaining young adult membership is key to the sustainability of credit unions. However, recent statistics from CUNA's 2009-2010 CU Environmental Scan show that credit unions continue to struggle in this area. Who is having success attracting and serving young adults? What's working, why, and how are these credit unions bucking the trend?
This presentaion:
- Ties the needs of a generation to products and services
- Provides examples of credit union strategies that work
This presentation was delivered during CUNA's 2009 Community Credit Union and Growth Conference.
This presentation to communicators and marketers discusses the role of older adult’s use of social media and how technical anxiety may be a factor in older adults using social media, which still are underrepresented in the overall computer use. Much of the presentation discusses Angela's current research on older adults and computer competency, which highlights the growth of older adults using this medium to decrease loneliness and enhance a sense of community; however, social media is still an under researched area focusing on older adults.
On April 13th, 2011, John Foley delivered this presentation at the PIA Georgia headquarters. He emphasized that you must execute a social media marketing strategy before you follow through on the tactics.
Why Social Media is a Waste of Time & Money versus SEOnevercoldcallagain
SEO - Search Engine Optimization - consistently generates a dramatically higher return on investment than Social Media. Social Media has turned out to be all hype, the "bubble" of the early 21st Century. Learn in this presentation, backed up by lots of facts, statistics, and case studies, about why Social Media isn't worth your time or money, and in which marketing channels you should spend those dollars instead.
Presentation: Social listening trends and the paradigm change in financial services
Presented by: Melissa King, Social Analytics Consultant, Brandwatch
Social media’s impact on the relationships between businesses and consumers has led to a defined shift in how the heavily regulated financial services sector interacts with customers. This session will address how FinServ professionals can leverage the insights uncovered via social listening tools (including ways to mitigate risk, what drives consumers’ decisions, and what motivates them to choose particular services) to make an impact, support customers, and generate revenue.
http://www.bdionline.com/
Social Media Arithmetic: The Metrics and Monetization of Social MediaAl Cadena
Financial Institutions are looking at Social Media as another channel to get their story out to customers. Traditional marketing and web metrics may not be appropriate to measure the impact or success of a Social Media strategy. In this session we will discuss how companies are measuring Social Media, and which of those approaches can be adopted, by Financial Institutions in particular, to define the effectiveness of their approach. We will also discuss how some of these metrics can be used to measure ROI or monetization of Social Media itself.
This webinar describes how several Credit Unions have shown best practices while implementing successful marketing strategies in difficult economic times. It discusses the various elements of a comprehensive, successful marketing plan.
Webinar: Why Earned Media Overpowers Social Media in Student RecruitmentEarthbound Media Group
This webinar defines the facets of earned media as well as its relevance to social media and emerging technologies in driving student recruitment and admissions strategies for institutions of every size.
Word of Mouth - A Prescription for a Bad EconomySean Moffitt
The 12 reasons why word of mouth is the tonic for this marketplace and this economy (from Sean Moffitt, Agent Wildfire - Canada's Word of Mouth Experts)
What's social media? Why it is important for brands? Which social media channel is needed for your brand? How must be a social media management for brands? Social media communication examples...
Gen Y ROI - Credit Union Strategies that WorkJoshua Jones
Credit union executives understand gaining young adult membership is key to the sustainability of credit unions. However, recent statistics from CUNA's 2009-2010 CU Environmental Scan show that credit unions continue to struggle in this area. Who is having success attracting and serving young adults? What's working, why, and how are these credit unions bucking the trend?
This presentaion:
- Ties the needs of a generation to products and services
- Provides examples of credit union strategies that work
This presentation was delivered during CUNA's 2009 Community Credit Union and Growth Conference.
This presentation to communicators and marketers discusses the role of older adult’s use of social media and how technical anxiety may be a factor in older adults using social media, which still are underrepresented in the overall computer use. Much of the presentation discusses Angela's current research on older adults and computer competency, which highlights the growth of older adults using this medium to decrease loneliness and enhance a sense of community; however, social media is still an under researched area focusing on older adults.
On April 13th, 2011, John Foley delivered this presentation at the PIA Georgia headquarters. He emphasized that you must execute a social media marketing strategy before you follow through on the tactics.
Why Social Media is a Waste of Time & Money versus SEOnevercoldcallagain
SEO - Search Engine Optimization - consistently generates a dramatically higher return on investment than Social Media. Social Media has turned out to be all hype, the "bubble" of the early 21st Century. Learn in this presentation, backed up by lots of facts, statistics, and case studies, about why Social Media isn't worth your time or money, and in which marketing channels you should spend those dollars instead.
Presentation: Social listening trends and the paradigm change in financial services
Presented by: Melissa King, Social Analytics Consultant, Brandwatch
Social media’s impact on the relationships between businesses and consumers has led to a defined shift in how the heavily regulated financial services sector interacts with customers. This session will address how FinServ professionals can leverage the insights uncovered via social listening tools (including ways to mitigate risk, what drives consumers’ decisions, and what motivates them to choose particular services) to make an impact, support customers, and generate revenue.
http://www.bdionline.com/
Green America presents The Open Brand: Beyond Green WashingEarthsite
Sustainability Marketing in a World of Radical Transparency.
Social media technology is driving the shift towards a more open culture, a more open government, and most notably, a more open way of marketing. People are Twittering about your brand right now and the way you respond today will determine the future of brand management.
At the same time, corporate sustainability marketing initiatives are getting labeled as green washing because they lack transparency that is foundational to building authentic brand trust.
In this talk, you will learn how to leverage social media technology to be an Open Brand leader, transcending green washing and building trusted relationship with your customers. See current case studies of corporate green initiatives that have succeeded and failed. Learn how to show your green, authentically.
Social media workshop presentation for hotels and the hospitality industries. This presentation includes an introduction to social media platforms, case studies and examples, best practices, branding considerations, integration tactics and other recommendations. Presented by ChatterBlast Media to the Greater Philadelphia Hotel Association on 12/6/2011. NOTE: This presentation is designed to be explained verbally in-person therefore not all slides have notes or descriptions.
6 Hot Social Media Trends for 2016 with Karen KefauverKaren Kefauver
Enjoy my quick, easy-to-read list of "Top 6 Social Media Trends of 2016" and follow the ACTION ITEMS in each of the tips. Those action items help boost your business and brand awareness and stay on top of the ever-changing social media world.
Social media is no longer a passing fad, it’s here to stay. And frankly, a must for your small business as an inexpensive way to get your message out and reach your audience. So how can you be successful at finding new customers and building your brand using these online tools without spending tons of time, effort and money on it?
In this Small Business Marketing 101 Webcast, we'll explore the three secrets for pumping up your social media efforts in little time and with little effort.
You'll come away with knowledge on:
The top updates and tweets you should be sending
How to gain traction and new followers
How to take these online conversations to offline and ultimately build your business.
Our friends from Kuhcoon show you how businesses can effectively manage their social media presences for success. No matter what your business' size or industry, social media is a key component of your marketing efforts.
Presentation: Four Truths About Social Media and Finance
Presented by: Ben Cathers, Social Media Manager, Lightspeed Financial
It's where your customers are: Every single day, your customers are on some type of social media. And chances are, they are doing something finance related. From asking for advice on financial social media sites, to sharing the latest good and bad news about your company to their friends, your customers are connected more to your brand more than you think
It's where your customers research you: Your customers are getting smarter - social media enables them to be. Every day, your customers are researching your brand on social media sites and using that information as a definitive way to make a decision. Your presence on these sites is more important than ever.
It's what your customers want: Your customers want to interact with you via social media. Whether its through Facebook, Twitter, Linkedin or Youtube, or your own internal user community, your customers allow your brand into their personal inbox. They want to interact with your brand. They will allow you into their personal social inbox. Embrace it!
Its where your employees are: Your employees are on facebook. And that brings up a whole host of legal and regulatory issues. Ever have an employee talk about a stock on their personal facebook or twitter page? That could lead to potential issue. Having a social media policy is no longer a "nice to have". It's now as standard as any other legal document.
www.bdionline.com
With 17 weeks left until Giving Tuesday, the time to start planning your End of Year campaign is now. Our fundraising and user experience experts discuss tips, trends, and strategies to jump-start your End of Year planning.
Similar to Matt Dooley speaking @ "The Future of Digital Finance" , a Sitecore Event in Hong Kong on 24 Nov 2011 (20)
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Threats to mobile devices are more prevalent and increasing in scope and complexity. Users of mobile devices desire to take full advantage of the features
available on those devices, but many of the features provide convenience and capability but sacrifice security. This best practices guide outlines steps the users can take to better protect personal devices and information.
Enchancing adoption of Open Source Libraries. A case study on Albumentations.AIVladimir Iglovikov, Ph.D.
Presented by Vladimir Iglovikov:
- https://www.linkedin.com/in/iglovikov/
- https://x.com/viglovikov
- https://www.instagram.com/ternaus/
This presentation delves into the journey of Albumentations.ai, a highly successful open-source library for data augmentation.
Created out of a necessity for superior performance in Kaggle competitions, Albumentations has grown to become a widely used tool among data scientists and machine learning practitioners.
This case study covers various aspects, including:
People: The contributors and community that have supported Albumentations.
Metrics: The success indicators such as downloads, daily active users, GitHub stars, and financial contributions.
Challenges: The hurdles in monetizing open-source projects and measuring user engagement.
Development Practices: Best practices for creating, maintaining, and scaling open-source libraries, including code hygiene, CI/CD, and fast iteration.
Community Building: Strategies for making adoption easy, iterating quickly, and fostering a vibrant, engaged community.
Marketing: Both online and offline marketing tactics, focusing on real, impactful interactions and collaborations.
Mental Health: Maintaining balance and not feeling pressured by user demands.
Key insights include the importance of automation, making the adoption process seamless, and leveraging offline interactions for marketing. The presentation also emphasizes the need for continuous small improvements and building a friendly, inclusive community that contributes to the project's growth.
Vladimir Iglovikov brings his extensive experience as a Kaggle Grandmaster, ex-Staff ML Engineer at Lyft, sharing valuable lessons and practical advice for anyone looking to enhance the adoption of their open-source projects.
Explore more about Albumentations and join the community at:
GitHub: https://github.com/albumentations-team/albumentations
Website: https://albumentations.ai/
LinkedIn: https://www.linkedin.com/company/100504475
Twitter: https://x.com/albumentations
Communications Mining Series - Zero to Hero - Session 1DianaGray10
This session provides introduction to UiPath Communication Mining, importance and platform overview. You will acquire a good understand of the phases in Communication Mining as we go over the platform with you. Topics covered:
• Communication Mining Overview
• Why is it important?
• How can it help today’s business and the benefits
• Phases in Communication Mining
• Demo on Platform overview
• Q/A
Unlocking Productivity: Leveraging the Potential of Copilot in Microsoft 365, a presentation by Christoforos Vlachos, Senior Solutions Manager – Modern Workplace, Uni Systems
Goodbye Windows 11: Make Way for Nitrux Linux 3.5.0!SOFTTECHHUB
As the digital landscape continually evolves, operating systems play a critical role in shaping user experiences and productivity. The launch of Nitrux Linux 3.5.0 marks a significant milestone, offering a robust alternative to traditional systems such as Windows 11. This article delves into the essence of Nitrux Linux 3.5.0, exploring its unique features, advantages, and how it stands as a compelling choice for both casual users and tech enthusiasts.
Dr. Sean Tan, Head of Data Science, Changi Airport Group
Discover how Changi Airport Group (CAG) leverages graph technologies and generative AI to revolutionize their search capabilities. This session delves into the unique search needs of CAG’s diverse passengers and customers, showcasing how graph data structures enhance the accuracy and relevance of AI-generated search results, mitigating the risk of “hallucinations” and improving the overall customer journey.
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
UiPath Test Automation using UiPath Test Suite series, part 5DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 5. In this session, we will cover CI/CD with devops.
Topics covered:
CI/CD with in UiPath
End-to-end overview of CI/CD pipeline with Azure devops
Speaker:
Lyndsey Byblow, Test Suite Sales Engineer @ UiPath, Inc.
Unlock the Future of Search with MongoDB Atlas_ Vector Search Unleashed.pdfMalak Abu Hammad
Discover how MongoDB Atlas and vector search technology can revolutionize your application's search capabilities. This comprehensive presentation covers:
* What is Vector Search?
* Importance and benefits of vector search
* Practical use cases across various industries
* Step-by-step implementation guide
* Live demos with code snippets
* Enhancing LLM capabilities with vector search
* Best practices and optimization strategies
Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications.
#MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Epistemic Interaction - tuning interfaces to provide information for AI support
Matt Dooley speaking @ "The Future of Digital Finance" , a Sitecore Event in Hong Kong on 24 Nov 2011
1. Why
Banks
need
to
become
social.
Isola5on
or
integra5on?
Ma:
Dooley
Director,
Connected
Thinking
Ltd
Former
Head
of
Digital
Experience,
Global
Commercial
Banking,
HSBC
Future
of
Digital
Finance
Hong
Kong,
24
November
2011
3. Agenda
1. Why
social
media?
2. Social
Media
in
Asia
3. Cases:
Isola5on
or
Integra5on?
Forced
Par5cipants:
• BP
• HSBC
Willing
Par5cipants:
• First
Direct
• Amex
4. What
should
you
do?
4. Why
should
you
care?
• Over
750m
social
users
• 22%
of
all
5me
online
• #1
ac5vity
on
the
web
• Impacts
SEO
• Impacts
credibility
Sources:
Facebook,
Neilson,
Socialnomics,
SEOmoz
5. People
trust
people
not
ads
• 90%
trust
peer
recommenda5ons
• Only
14%
trust
ads
Social
media
=
people
• Connec5ons
• Conversa5ons
• Rela5onships
6. People
influenced
by
social
media
Social
ads
deliver!
• 3x
Ad
recall
• 3x
Awareness
• 4x
Purchase
Intent
• 93%
of
marketers
use
social
media
for
business
7. Asia
is
more
social
The
Players
• Facebook
dominates
• Local
players
dominate
North
Asia
Usage
• North
Asia
for
video
watching/sharing
• South
Asia
for
social
networking.
Source:
Edelman
&
Comscore
8. Social
Media
Growth
in
Asia
Social
Media
Growth
• Highest
growth
as
you
travel
North
Emerging
Asia
• Mobile
driving
growth
and
ac5vity
• More
ac5ve
on
social
sites
Source: Asian Banker Research
9. Most
corpora>ons
and
industries
are
very
reluctant
to
enter
into
social
media
world
A
genuine
fear
where
conversa5ons
are
ü Open
ü Not
controlled
ü Transparent,
and
ü Poten5ally
viral
10. Social
Media
Cases:
Forced
par5cipants:
1. Energy:
BP
2. Financial
services:
HSBC
(UK)
Willing
par5cipants:
1. Financial
Services:
First
Direct
(UK)
2. Financial
services:
AMEX
(US)
12. BP’s
Second
Disaster:
Social
Response
Q.
What
are
your
goals,
what
are
you
trying
to
accomplish
by
using
social
media?
13. Fake
TwiKer
Account:
Brandjacked!
VS
@BP_America
@BPGlobalPR
• Under
7,000
• 55,000+
within
one
week
14. Viral
success
@
BP’s
expense
Traffic
and
headline
news
in
one
week
• 55,000
Twi:er
followers
in
a
week
• Online
ar5cles
• TV
and
print:
Newsweek,
CNN,
Fox,
CNBC
15. They
even
mone>sed
their
success
• Spoof
“BP
cares”
design
• Sell
t-‐shirts
with
proceeds
to
the
cause
16. Today,
BP
on
twiKer
• Invested
in
5me
and
resources
• 32,000+
followers
• Planorm
to
drive
traffic
to
BP
sites
and
other
relevant
local
sites
17. Social
integra>on
on
BP.com
Crea5ng
dialogue,
ac5on,
empathy,
respect
and
community
• Richer,
engaging
content
• More
transparent
and
relevant
• Links
to
wider
network
of
sites
18. on
wide
network
of
“relevant”
sites
Response & issue related sites
BP
owned
Relevant
non
BP
sites
20. Social
Media
Cases:
Forced
par5cipants:
1. Energy:
BP
2. Financial
services:
HSBC
(UK)
Willing
par5cipants:
1. Financial
Services:
First
Direct
(UK)
2. Financial
services:
AMEX
(US)
21. HSBC
introduces
fees
on
student
accounts
• Promised
free
GBP1,500
overdrao
for
1
year
• But
introduces
9.9%
rate
for
Graduates
Ini5al
HSBC
response
• “Every
year
the
graduate
fee
changes
so
students
can
re-‐evaluate
their
borrowing
needs.”
26. Today,
new
offering
to
Graduates
• Promote
their
Graduate
service
on
UK
social
media
sites
27. Social
integra>on
on
hsbc.co.uk
• Social
Newsroom
• Plus
use
Facebook,
Twi:er,
Youtube,
Flickr
28. And
at
“heart”
of
their
growth
strategy
• Rumors:
social
media
is
at
heart
of
business
growth
strategy
29. Social
Media
Cases:
Forced
par5cipants:
1. Energy:
BP
2. Financial
services:
HSBC
(UK)
Willing
par5cipants:
1. Financial
Services:
First
Direct
(UK)
2. Financial
services:
AMEX
(US)
30. First Direct: A leading social bank
• Truly
digital
with
no
branches
• Seen
as
innova5ve
and
customer
service
orientated
Today,
• 84%
ac5ve
digital
banking
users
• 89%
of
customer
contact
is
digital
• 53%
of
sales
are
now
online
• UK’s
most
loved
brand!
Social
is
the
rule,
not
the
excep>on.
40. Social
Media
Cases:
Forced
par5cipants:
1. Energy:
BP
2. Financial
services:
HSBC
(UK)
Willing
par5cipants:
1. Financial
Services:
First
Direct
(UK)
2. Financial
services:
AMEX
(US)
41. Amex
driving
community
and
business
• 7
million
registered
businesses
• Resources
and
network
to
grow
• Connect
peers
• Celebrity
experts
provide
advice
and
discussion.
42. Small
Business
Saturday
A
real
grassroots
movement!
Last
Year
Results:
• 41
officials
from
27
states
declared
it
a
holiday.
• 28%
boost
in
sales
in
stores
accep5ng
Amex
• Largest
ever
small
business
community
on
Facebook
43. American
Express
>es
up
with
Foursquare:
“Check
in
and
save”
•
Offer
foursquare
users
"coupon
less,
hassle-‐free
savings
within
the
foursquare
app.”
• AmEx
card
holders
simply
link
their
credit
cards
to
foursquare
and
deals
and
discounts
are
automa5cally
applied.
• Ini5al
offers
@
popular
stores
(H&M)
and
some
restaurants
in
NYC
44. Isola>on
or
Integra>on?
1. BP
Integra5on
2. HSBC
Integra5on
3. First
Direct
Integra5on
4. AMEX
Integra5on
45. So
what
should
you
do?
Listen
Act
&
Respond
Results
• Iden5fy
unhappy
• Fix
problem
or
relevant
• Be:er
customer
customers
informa5on
rela5onship
• Iden5fy
their
pain
• Help
your
customer
• Improved
brand
points
• Improve
product/service
reputa5on
• Watch
for
customer
• Improve
process
• Improved
product/
complaints
service
• Look
for
advocates
• New
Ideas
As
a
minimum
1. Social
Media
Monitoring
–
brands,
products,
compe5tors
2. Iden5fy
your
social
stakeholders
-‐
nominate
a
“Champion”
and
Commi:ee
3. Social
Media
Policy
46. Then,
use
social
media
to
funnel
sales
traffic
Connect,
build
rela>onships,
and
track
right
through
to
sales