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Briefing from the Social Media Front

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Briefing from the Social Media Front

  1. 1. Briefing from the Social Media Front Kristin Sundin Brandt Sundin Associates, Inc.
  2. 2. ©2013,SundinAssociates Hello.
  3. 3. ©2013,SundinAssociates Hello.
  4. 4. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial
  5. 5. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial Pew Internet: Social Networking http://pewinternet.org/Commentary/2012/March/Pew-Internet-Social-Networking-full-detail.aspx 67% of online adults use social networking 67% of online adults use social networking
  6. 6. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial Who is using social media anyway? http://www.thesocialworkplace.com/2013/02/28/whos-using-social-media-anyway/
  7. 7. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial Google+ Overtakes Twitter as 2nd Most Popular Social Network in US http://dashburst.com/google-trumps-twitter-report/ 49.5% | 56% 24.5% | 26.1% 15.5% | 16.9% 14.4% | 14.2% 4.8% | 21.9%
  8. 8. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial DouglasWray - http://instagram.com/p/nm695/
  9. 9. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial DouglasWray - http://instagram.com/p/nm695/ BlogBlog VineVine SnapchatSnapchat My extended thoughts on donuts My extended thoughts on donuts A 6 second video of my donutA 6 second video of my donut An inappropriate picture of a donut I’d like you to lose An inappropriate picture of a donut I’d like you to lose
  10. 10. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial Twitter.com/Honest
  11. 11. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial 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
  12. 12. ©2012,SundinAssociates©2013,SundinAssociates Product Promotion The New Social Etiquette for Capturing the Online Consumer http://blog.ness.com/Portals/72124/docs/FS_Social_CRM_WP_042911.pdf 40-45% get advice on and make decisions about investments, loans and retirement. 40-45% get advice on and make decisions about investments, loans and retirement. Social media users purchase up to 25% more financial products than consumers who don’t use it. Social media users purchase up to 25% more financial products than consumers who don’t use it.
  13. 13. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial
  14. 14. ©2012,SundinAssociates©2013,SundinAssociates Risks&Rewards “Just Checking”“Just Checking”
  15. 15. ©2012,SundinAssociates©2013,SundinAssociates Risks&Rewards 3,372,703 views3,372,703 views
  16. 16. ©2012,SundinAssociates©2013,SundinAssociates Awareness
  17. 17. ©2012,SundinAssociates©2013,SundinAssociates Awareness
  18. 18. ©2012,SundinAssociates©2013,SundinAssociates Awareness
  19. 19. ©2012,SundinAssociates©2013,SundinAssociates Behindthe Scenes
  20. 20. ©2012,SundinAssociates©2013,SundinAssociates Behindthe Scenes
  21. 21. ©2012,SundinAssociates©2013,SundinAssociates Behindthe Scenes Average Facebook user has 245 friends Average Facebook user has 245 friends The Average American Knows 355 More People Than She Has Facebook Friends http://www.theatlanticwire.com/technology/2013/02/real-friends-vs-facebook-friends/62310/
  22. 22. ©2013,SundinAssociates Behindthe Scenes “… the Red Sox have just climbed back to . 500 ball. The only saving grace is that we met the Yankees coming down..” “… the Red Sox have just climbed back to . 500 ball. The only saving grace is that we met the Yankees coming down..”
  23. 23. ©2012,SundinAssociates©2013,SundinAssociates What’sNew
  24. 24. ©2012,SundinAssociates©2013,SundinAssociates What’sNew
  25. 25. ©2012,SundinAssociates©2013,SundinAssociates What’sNew “I used to have pride when I would see my hometown name on signs of such a successful business.” “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.” “To me, it just reflects the fact that NSB is getting too big and overexpanding.”
  26. 26. ©2012,SundinAssociates©2013,SundinAssociates What’sNew “I like the name change! I trust you to do my banking so if you want to change the name, I fully support you!” “I like the name change! I trust you to do my banking so if you want to change the name, I fully support you!”
  27. 27. ©2012,SundinAssociates©2013,SundinAssociates CustomerService 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 47% of social media users engage in social care. 47% of social media users engage in social care. One in three social media users prefer social care to contacting a company by phone One in three social media users prefer social care to contacting a company by phone
  28. 28. ©2012,SundinAssociates©2013,SundinAssociates CustomerService 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 • Facebook | Company’s Page – 29% • Official Company Blog – 15% • Twitter | Company’s Handle – 13% • YouTube | Company’s Channel – 12% • Facebook | Company’s Page – 29% • Official Company Blog – 15% • Twitter | Company’s Handle – 13% • YouTube | Company’s Channel – 12%
  29. 29. ©2012,SundinAssociates©2013,SundinAssociates CustomerService
  30. 30. ©2012,SundinAssociates©2013,SundinAssociates CustomerService
  31. 31. ©2012,SundinAssociates©2013,SundinAssociates CustomerService
  32. 32. ©2012,SundinAssociates©2013,SundinAssociates CustomerService
  33. 33. ©2012,SundinAssociates©2013,SundinAssociates CustomerService
  34. 34. ©2012,SundinAssociates©2013,SundinAssociates CustomerService “Some users may be able to access Online Banking at this time, however, access remains intermittent. We appreciate your patience.” “Some users may be able to access Online Banking at this time, however, access remains intermittent. We appreciate your patience.”
  35. 35. 39,220 following39,220 following 37,501 followers37,501 followers ©2012,SundinAssociates©2013,SundinAssociates CustomerService
  36. 36. ©2012,SundinAssociates©2013,SundinAssociates CustomerService
  37. 37. ©2012,SundinAssociates©2013,SundinAssociates CustomerService
  38. 38. ©2012,SundinAssociates©2013,SundinAssociates Product Promotion
  39. 39. ©2012,SundinAssociates©2013,SundinAssociates Product Promotion
  40. 40. ©2012,SundinAssociates©2013,SundinAssociates Product Promotion
  41. 41. ©2012,SundinAssociates©2013,SundinAssociates Product Promotion
  42. 42. ©2012,SundinAssociates©2013,SundinAssociates Product Promotion
  43. 43. ©2012,SundinAssociates©2013,SundinAssociates Product Promotion
  44. 44. ©2012,SundinAssociates©2013,SundinAssociates Product Promotion Facebook users who live within 10 miles of Central Village, CT, Danielson, CT, East Killingly, CT, Jewett City, CT, Killingly Center, CT, Preston City, CT, South Killingly, CT or Preston, CT, age 18 and older, who are not already connected to Jewett City Savings Bank 71,280
  45. 45. ©2012,SundinAssociates©2013,SundinAssociates Product Promotion
  46. 46. ©2012,SundinAssociates©2013,SundinAssociates Whatarethe risks? PEOPLE Compliance Reputation Security Employees
  47. 47. ©2013,SundinAssociates Whatarethe risks? “You should help at the food pantry...that’s where all your customers are going to end up!” “...u are a piece of sh**.” “Screw you.” “I bank at ... here in Mountain Home, Ar. We've got the best.” “My account number is...” “I have a love/hate relationship with...” “After 30 years as a customer I wish there was a dislike button for the company.”
  48. 48. ©2013,SundinAssociates Whatarethe risks?
  49. 49. ©2013,SundinAssociates Whatarethe risks? Here’s A Photo That May Change Your Mind About Having Taco Bell For Lunch Today http://consumerist.com/2013/06/03/heres-a-photo-that-may-change-your-mind-about-having-taco-bell-for-lunch-today/
  50. 50. ©2013,SundinAssociates Whatarethe risks? keyinfluencer True confession but I’m in one of those towns where scratch my head and say “I would die if I had to live here!” keyinfluencer True confession but I’m in one of those towns where scratch my head and say “I would die if I had to live here!”
  51. 51. ©2013,SundinAssociates Whatarethe risks?
  52. 52. ©2013,SundinAssociates Whatarethe risks?
  53. 53. ©2013,SundinAssociates TheRewards
  54. 54. ©2012,SundinAssociates©2013,SundinAssociates Isitrightforyou? Social Media Word Cloud http://collaborativeservicesinc.wordpress.com/2013/05/16/a-more-intelligent-word-cloud/url30/
  55. 55. ©2012,SundinAssociates©2013,SundinAssociates Questions?
  56. 56. Kristin-Sundin-Brandt.com ©2012,SundinAssociates©2013,SundinAssociates ThankYou!

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