We explore how social media fits – supporting various departments and strategies within your financial institution, including retail banking, branding, commercial and customer service. Presented at the Maine Bankers Association's Emerging Leaders Conference.

1. Where does
Social Media fit?
Presented by
Kristin Sundin Brandt, President
Sundin Associates, Inc.

2. Hello
Where Social Media Fits

3. Hello
Where Social Media Fits

4. Hello
Where Social Media Fits

5. The State of Social
Where Social Media Fits

6. The State of Social
67% of online adults
use social networking
Pew Internet: Social Networking
Where Social Media Fits

7. The State of Social
Source: 2012 J.D. Power and Associates US Retail Banking Satisfaction Study. © 2012 J. D. Power and
Associates. The McGraw-Hill Companies, Inc. All Rights Reserved. Reproduction Prohibited
Where Social Media Fits

8. The State of Social
Who is using social media anyway?
http://www.thesocialworkplace.com/2013/02/28/whos-using-social-media-anyway/
Where Social Media Fits

9. The State of Social
49.5% | 56%
24.5% | 26.1%
15.5% | 16.9%
14.4% | 14.2%
4.8% | 21.9%
Google+ Overtakes Twitter as 2nd Most Popular Social Network in US
http://dashburst.com/google-trumps-twitter-report/
Where Social Media Fits

10. The State of Social
How Financial Marketers Are Investing In Digital – The Financial Brand
Where Social Media Fits

11. Where Social Media Fits
Where Social Media Fits

12. Public Relations
Where Social Media Fits

13. Public Relations
Where Social Media Fits

14. Public Relations
© 2012, Sundin Associates
Where Social Media Fits

15. Branding
Where Social Media Fits

16. Branding
“I like the name
change! I trust you to
do my banking so if
you want to change
the name, I fully
support you!”
Where Social Media Fits

17. Branding
“I used to have pride
when I would see my
hometown name on
signs of such a
successful business.”
“To me, it just
reflects the fact that
NSB is getting too big
and overexpanding.”
Where Social Media Fits

18. Product Promotion
Social media users
purchase up to 25% more
financial products than
consumers who don’t use
it.
40-45% get advice on
and make decisions
about investments,
loans and retirement.
The New Social Etiquette for Capturing the Online Consumer
http://blog.ness.com/Portals/72124/docs/FS_Social_CRM_WP_042911.pdf
Where Social Media Fits

19. Product Promotion
Where Social Media Fits

20. Product Promotion
Where Social Media Fits

21. Product Promotion
Where Social Media Fits

22. Product Promotion
Where Social Media Fits

23. Product Promotion
Where Social Media Fits

24. Product Promotion
Where Social Media Fits

25. Product Promotion
Where Social Media Fits

26. Commercial Banking
The best reps are not just present in
social media, they position themselves
as credible and influential sources in customer
networks.
Sales Executive Council
10 Tips to Help you Maximize your LinkedIn Profile. - sales.linkedin.com
Where Social Media Fits

27. Commercial Banking
Sales reps that rapidly responded to
trigger events via social media saw
a 9.5% increase in annual revenue.
Aberdeen Group
10 Tips to Help you Maximize your LinkedIn Profile. - sales.linkedin.com
Where Social Media Fits

28. Commercial Banking
Where Social Media Fits

29. Commercial Banking
Where Social Media Fits

30. Commercial Banking
Where Social Media Fits

31. Commercial Banking
Where Social Media Fits

32. Customer Service
47% of social
media users
engage in social
care.
One in three social
media users prefer
social care to
contacting a
company by phone
State of the Media: The Social Media Report – 2013
http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2012-Reports/The-Social-Media-Report-2012.pdf
Where Social Media Fits

33. Customer Service
•
•
•
•
Facebook | Company’s Page – 29%
Official Company Blog – 15%
Twitter | Company’s Handle – 13%
YouTube | Company’s Channel – 12%
State of the Media: The Social Media Report – 2013
http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2012-Reports/The-Social-Media-Report-2012.pdf
Where Social Media Fits

34. Customer Service
Where Social Media Fits

35. Customer Service
Where Social Media Fits

36. Customer Service
Where Social Media Fits

37. Customer Service
Where Social Media Fits

38. Customer Service
48,089 followers
45,882 following
Where Social Media Fits

39. Customer Service
Where Social Media Fits

40. The Risks
“Just Checking”
Where Social Media Fits

41. The Risks
3,372,703 views
Where Social Media Fits

42. The Risks
Where Social Media Fits

43. The Rewards
Where Social Media Fits

44. Questions?
Where Social Media Fits

45. Thank you!
Where Social Media Fits