Online presence in the Australian fin. industry, case study
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The document discusses how social media has been embraced by the Australian finance and banking industry. It provides examples of how some banks, such as uBank, engage with customers on social media platforms like Twitter and have staff who respond to customer queries from mobile devices. The document emphasizes that having an online presence and a social media strategy is important for financial institutions to be perceived as leading organizations in the digital community.
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Online presence in the Australian fin. industry, case study
- 1. Online Presence Social Media embraced in the Australian finance and banking industry Case Studies www.razchorev.com
- 2. Online Presence GR8 example www.razchorev.com
- 3. Contact page
- 9. Real Bank; Real People! www.razchorev.com
- 10. WE’RE ALL LINKED-IN! www.razchorev.com
- 11. Even better, uBank General Manager, GerdSchenkel, tells about his strategy, presenting at the Asian Financial Services Congress 2010, and upload his slides to SlideShare. Now we can all see his strategy and admire/copy/dismiss it. www.razchorev.com
- 12. What does it all mean? 1. uBank (NAB) is going where (some) customers are. Are you? 2. They invest in technology, and the manpower to keep on top of it – Call centre answering Skype calls, respond to Twitter comments, some are out of the office, responding from their phone (Tweetie, UberTwitter) 3. They are perceived as a Leading Financial Institution, in the eyes of the Online Community. 4. See next video from Commbankfor example: www.razchorev.com
- 14. Online Presence Another example www.razchorev.com
- 20. Online Presence Another example www.razchorev.com
- 25. Online Presence Another example www.razchorev.com
- 30. Some more examples of Online Presence... www.razchorev.com
- 31. What is your Social Media strategy?? www.razchorev.com
- 32. Thank you! www.linkedin.com/in/razchorev www.twitter.com/razchorev @RazChorev www.razchorev.com raz@razchorev.com 1300 88 78 35 www.razchorev.com
Editor's Notes
- You’ll notice here that CBA online communications via twitter is:Aimed at Gen Y (statistics show that the average Twitter user is 27 years old)Not interactive – only outbound messages... Advertising...This means that CBA are not quite sure how to manage twitter, and have not yet appointed enough resources to monitor and handle the twitter stream.
- On the other hand, Westpac takes a different approach – more monitoring, and listening to customers. Then taking criticism and praise, and making sure they both get to the right ears, for execution. Everything possible to keep a customer, happy!
- Mortgage Choice – updates few times daily, using the web (no twitter client) – which means – no interaction, only broadcasting tool. Although with presence – limited understanding of how to use it.Tweeter on behalf of the corporation – Kristy Sheppard, Corporate affairs.
- As the largest mortgage provider in Australia, they seem very ad hoc to me. Unorganized, each to his own, having different titles... Many of their franchisees have an account, yet not using it – lack of time, knowledge or direction? I don’t know...
- 67 results for Mortgage Choice fan pages. Some with over 100 fans. Mostly under. No unified approach. What a shame. What an opportunity!
- This is by no means a summary! This is randomly looking at some of the major players in the banking and finance industry in Australia, and trying to make sense of their online presence, and social media strategy.Maybe some understand it more than others – who knows?The fact is, that they have a presence. If you want to compete on this field as well, you’d need some direction.I’d be more than happy to provide that direction, and lead your social media strategy to the top!Contact details to follow...