Mumbrella Finance Marketing Summit: Social Media Reputation Management

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Quiip

Insight into latest social media statistics and practical tips for managing your reputation online.

Contents
•  Hello
1.  Fast facts
2. Reputation management
@quiip

I’m Julie from Quiip
ME: GM @ Quiip | a decade in digital roles | community manager
at heart | data geek | word nerd | passion for risk-averse orgs &
ﬁnance | Westpac, uBank, AMP Capital, Nestle corp comms et. al.
QUIIP: est. 2010 | 24/7 support | forum communities & social
media | Australian | Coca-Cola, Big W, Gov’t, NFP | retail ﬁnance,
superannuation, wealth, mutual, community banks.
@quiip
Hello

http://quiip.com.au/44-must-know-social-media-statistics-for-january-2016/
http://www.socialmedianews.com.au/social-media-statistics-australia-july-2016/
@quiip
15million
Australians on Facebook
14million
Australians on YouTube
That’s 116%of our online population!

Australia’s favourite social networks:
@quiip
3.5million
LinkedIn
4.2million
Tumblr
5million
Instagram
2.8million
Twitter
http://www.socialmedianews.com.au/social-media-statistics-australia-july-2016/

http://quiip.com.au/44-must-know-social-media-statistics-for-january-2016/
@quiip
12.4million
Australians will make at least
one digital purchase in 2016
That’s 96% of the online population

http://www.prwarrior.com/2016/03/edelman-trust-barometer-australia-2016/
@quiip
75%of people trust the opinion of family and friends more than:
•  Experts
•  Companies
•  CEOs
•  Journalists
•  Celebrities and personalities
•  Politicians
•  ANYONE ELSE

http://www.convinceandconvert.com/social-media-research/5-social-media-customer-service-stats-you-must-know/
https://www.sensis.com.au/about/our-reports/sensis-social-media-report
@quiip
40%of customers who complain
via social media
expect a response within 1 hour

@quiip
66%of all bad reviews occur
via social media and apps
http://wersm.com/your-digital-footprint-online-reputation-breakdown/

@quiip
65%of people see the internet
as the most trusted
source of information
http://wersm.com/your-digital-footprint-online-reputation-breakdown/

If you fail to plan,
you plan to fail.
BENJAMIN FRANKLIN
@quiip

@quiip
1.  Social media policy
2.  Understand platform terms of use, privacy policies, employee code
of conduct, and campaign terms and conditions
3.  Social media guidelines
4.  Content assessment guides
5.  Escalation processes
6.  Response matrix
7.  Internal community management guidelines
Seven essentials for your
social media toolkit

@quiip
TIP 1:
BE HUMAN. EMPATHISE.
One of the complaints we see most often for
ﬁnancial services is that consumers are not
being dealt with in a human way. They dislike
being given a copy & paste corporate line.

@quiip
TIP 2:
BE EVERYBODY’S BEST FRIEND
Engage with and educate staff internally: tech/
digital, internal comms, PR & corp comms, HR,
marketing, frontline staff & branch networks.
Get their buy-in before issues arise or as early
as you identify a risk.
Become a ‘social business’.

@quiip
TIP 3:
BROADCAST VERSUS ONE-ON-ONE
It’s overwhelming to receive a high volume of
comments relating to an issue. Broadcasting a
message via social channels might seem like a
quick ﬁx but will attract more activity. Often
the time & effort taken to respond one-on-one
is the best way to help consumers and protect
your reputation.

Thanks
www.quiip.com.au
www.quiip.com.au/blog
http://www.twitter.com/quiip
http://www.instagram.com/inside_quiip
www.facebook.com/quiip

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Mumbrella Finance Marketing Summit: Social Media Reputation Management

1. SOCIAL MEDIA AND REPUTATION MANAGEMENT

2. Contents •  Hello 1.  Fast facts 2. Reputation management @quiip

4. FAST FACTS

5. http://quiip.com.au/44-must-know-social-media-statistics-for-january-2016/ http://www.socialmedianews.com.au/social-media-statistics-australia-july-2016/ @quiip 15million Australians on Facebook 14million Australians on YouTube That’s 116%of our online population!

6. Australia’s favourite social networks: @quiip 3.5million LinkedIn 4.2million Tumblr 5million Instagram 2.8million Twitter http://www.socialmedianews.com.au/social-media-statistics-australia-july-2016/

7. http://quiip.com.au/44-must-know-social-media-statistics-for-january-2016/ @quiip 12.4million Australians will make at least one digital purchase in 2016 That’s 96% of the online population

8. http://www.prwarrior.com/2016/03/edelman-trust-barometer-australia-2016/ @quiip 75%of people trust the opinion of family and friends more than: •  Experts •  Companies •  CEOs •  Journalists •  Celebrities and personalities •  Politicians •  ANYONE ELSE

9. http://www.convinceandconvert.com/social-media-research/5-social-media-customer-service-stats-you-must-know/ https://www.sensis.com.au/about/our-reports/sensis-social-media-report @quiip 40%of customers who complain via social media expect a response within 1 hour

10. @quiip 66%of all bad reviews occur via social media and apps http://wersm.com/your-digital-footprint-online-reputation-breakdown/

11. @quiip 65%of people see the internet as the most trusted source of information http://wersm.com/your-digital-footprint-online-reputation-breakdown/

12. Where do you start? @quiip

13. SOCIAL MEDIA REPUTATION MANAGEMENT

14. If you fail to plan, you plan to fail. BENJAMIN FRANKLIN @quiip

15. @quiip 1. Legal or Regulatory 2. Brand or Reputation 3. User or consumer Quiip’s 3 types of risk

16. @quiip

17. @quiip 1.  Social media policy 2.  Understand platform terms of use, privacy policies, employee code of conduct, and campaign terms and conditions 3.  Social media guidelines 4.  Content assessment guides 5.  Escalation processes 6.  Response matrix 7.  Internal community management guidelines Seven essentials for your social media toolkit

18. @quiip TIP 1: BE HUMAN. EMPATHISE. One of the complaints we see most often for ﬁnancial services is that consumers are not being dealt with in a human way. They dislike being given a copy & paste corporate line.

19. @quiip TIP 2: BE EVERYBODY’S BEST FRIEND Engage with and educate staff internally: tech/ digital, internal comms, PR & corp comms, HR, marketing, frontline staff & branch networks. Get their buy-in before issues arise or as early as you identify a risk. Become a ‘social business’.

20. @quiip TIP 3: BROADCAST VERSUS ONE-ON-ONE It’s overwhelming to receive a high volume of comments relating to an issue. Broadcasting a message via social channels might seem like a quick ﬁx but will attract more activity. Often the time & effort taken to respond one-on-one is the best way to help consumers and protect your reputation.

21. @quiip TIP 4: LISTEN Use social media listening or monitoring tools to identify mentions of your brand and related terms. Monitor closely and update escalation and response plans for emerging issues. Connect with advocates to spread positive stories and respond to detractors promptly.

22. Thanks www.quiip.com.au www.quiip.com.au/blog http://www.twitter.com/quiip http://www.instagram.com/inside_quiip www.facebook.com/quiip

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