Web 2.0 What's Now

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Slides supporting presentation to attendees of Texas Bankers – Technology & Operations Conference (January 2011).

Presented by Sundin Associates

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Web 2.0 What's Now

  1. 1. Web 2.0What’s Now Kristin Sundin Brandt Sundin Associates, Inc.
  2. 2. Hello.
  3. 3. Worried?
  4. 4. What is Web 2.0?
  5. 5. What is Web 2.0? "Today we are beginning to notice that the new media are not just mechanical gimmicks for creating worlds of illusion, but new languages with new and unique powers of expression." "Essential McLuhan”, Edited by Eric McLuhan & Frank Zingrone, 1999
  6. 6. What is Web 2.0? What it is not. . . • Free & Easy • For every organization • For every consumer • Replacement for traditional marketing and advertising • New
  7. 7. What is Web 2.0? • Blogs • Micro-blogging • Podcasts • Video • Social Networks • Social • Professional • Locational • Virtual Worlds
  8. 8. What is Web 2.0? • Blogs • Micro-blogging Twitter • Podcasts iTunes • Video YouTube • Social Networks • Social Facebook • Professional LinkedIn • Locational Foursquare • Virtual Worlds SecondLife
  9. 9. What is Web 2.0?
  10. 10. Facebook vs Twitter DigitalSurgeons - http://www.digitalsurgeons.com/facebook-vs-twitter-infographic/
  11. 11. Facebook vs Twitter • 6.5 million users over 65 joined in May 2010 Source: New York Times/Comscore.com
  12. 12. Facebook vs Twitter DigitalSurgeons - http://www.digitalsurgeons.com/facebook-vs-twitter-infographic/
  13. 13. Facebook vs Twitter • 80% of all Twitter users have tweeted fewer than 10 times http://www.computerworld.com/s/article/9148878/Twitter_now_has_75M_users_most_asleep_at_the_mouse
  14. 14. Twitter
  15. 15. Twitter Pretty sure if our comcast cable doesn’t get fixed soon we’ll be giving up on TV altogether. @kristinsb what’s wrong? @ComcastBonnie Long story short, bad connection from street requires new cable. Been a week with no cable or answers. Hubby very frustrated. @kristinsb awww :( poor thing. DM the phone# we have on file and i’ll see how quickly we can get this done for you!
  16. 16. Twitter
  17. 17. Twitter We’re good mortgage payors, but still Bank of America / Countrywide is screwing with us. You guys need to get your act together.
  18. 18. Twitter @jimlove3 I work for Bank of America. Is there anything I can do to help?
  19. 19. Twitter • GM/Ford • Carnival/Southwest • Dell/Zappos • Domino’s
  20. 20. Twitter Community Bank example?
  21. 21. Facebook
  22. 22. Facebook
  23. 23. Facebook
  24. 24. Facebook
  25. 25. Facebook
  26. 26. Facebook
  27. 27. Facebook
  28. 28. Facebook
  29. 29. Facebook facebook.com/deals/
  30. 30. Facebook
  31. 31. Facebook Barre Savings Bank Thank you! Because we came so close to our goal of 500 Fans we will be contributing the full $1,000 to the Quabbin Education Foundation for Students & Teachers (QUEST) and the Wachusett Regional School District! Stay tuned for more information. Don Fagen Why don’t you give more? Barre Savings Bank Hi Don! Thanks for your question. We aren’t donating more through our Facebook campaign because this $1,000 donation is in addition to the money we donate through the year to local organizations, including schools. In fact, in 2009 Barre Savings Bank donated over $10,000 to local schools, and we are committed to continuing our support for education in 2010. Don Fagen Thanks for the info.
  32. 32. “After 30 years as a customer I wish there wasFears a dislike button for the company.” “I have a love/hate relationship with...” “My account number is...” “I bank at ... here in Mountain Home, Ar. Weve got the best.” “You should help at the food pantry...that’s where all your customers are going to end up!” “Screw you.” “...u are a piece of sh**.” “I hope you DIAF”
  33. 33. Fears
  34. 34. Fears
  35. 35. Fears [email] Paul/Jill - I just wanted to let you know that I will not be able to come into work tomorrow. Something came up at home and I have to go to New York this morning for the next couple of days. I apologize for the delayed notice. Kind regards, Kevin
  36. 36. Fears [email] Kevin, Thanks for letting us know--hope everything is ok in New York. (cool wand). Cheers, PCD
  37. 37. Fears • Discovered April 14, 2009 • 1,581,104 views • 11,328 comments • 414 blog posts • 3,825 Facebook shares Source: ViralVideoChart.com (May, 2010)
  38. 38. Fears • Posted April 15, 2009 • 785,818 views • 7,442 comments • 321 blog posts • 337 Facebook shares Source: ViralVideoChart.com (May, 2010)
  39. 39. Fears
  40. 40. Fears My problems with Peoples Federal Savings Bank by Jonathan Kamens <jik@kamens.brookline.ma.us> Last updated: $Date: 2006/06/22 20:51:01 $ Recent changes 2006-06-21: Believe it or not, today, over four years after I closed my last Peoples account, I got spam from them that began "Dear Valued Customer"! What a riot! 2003-03-26: I havent updated this page in a Long Time. I actually closed my Peoples accounts on March 18, 2002. When I closed the accounts, no one at the bank asked why or whether they could do anything do change my mind. Great customer service. I moved my accounts to Mercantile Bank. There were a couple of minor bumps at the beginning, but overall Im much happier with them than with Peoples. Interestingly enough, Mercantile recently went through the same computer upgrade that Peoples did, and they avoided nearly all the mistakes about which I complained to Peoples. Maybe they visited this Web site when planning their upgrade! A few months ago we ended up moving some of our accounts from Mercantile to Citizens Bank to get a low rate on a home equity loan. Were happy with their service as well. 2002-01-10: I received a new version of the letter Id received on January 7, this one with the correct date on it. 2002-01-09: I received E-mail from Gaffney about the date error in his letter. 2002-01-07: I received a letter from Peoples, dated December 4 but postmarked January 5, inviting me to come to the bank to discuss my concerns with them. I declined the invitation. 2002-01-02: An Allston/Brighton Tab reporter came to my house to take my picture for the story theyre supposedly going to run about my problems with Peoples. 2001-12-22: Almost five months after I first asked them to do so, Peoples finally explained the discrepancy between my interest calculation “. . . will have a social media and theirs. Whats the story? site. . . it may be created by some service until June 2001, when they decided to "upgrade" their fanatical upset member . . . I have been a customer of Peoples Federal Savings Bank in in Brighton, Massachusetts, for several years. I was perfectly satisfied with their computer systems. (Imagine blogspot.ihatexyzcreditunion.com) From my perspective, the upgrade was a disaster. The manner in which they did it was not secure, they messed up ATM access to my accounts, they messed up the status of my accounts in their computer, they charged me service charges they should not have charged me, they messed up the ATM user interface, etc. Weve all heard stories about terrible customer service from banks, so you might say these problems arent particularly noteworthy. However, most of the horror stories come from the "big banks" (e.g., everyone in Massachusetts knows at least one horror story about Fleet, its predecessor BankBoston, or its predecessor BayBank). What makes my story different is that Peoples is small (with only a few branches) and claims to be a "neighborhood bank." Source: Credit Union Magazine, July 2010
  41. 41. Recommendations Social Mention Nutshell Mail (Constant Contact) Custom Scoop Radian 6
  42. 42. Recommendations Work together Policies & Procedures Customers | Staff | Bank Monitor
  43. 43. The Last Word This is the future... ... its something you have to do if you ever expect to truly comprehend the power of social networking and the role it can play in the growth of your business. Until you "get it," youll never be able to embrace what experts say is inevitable. This is the future of networking. "Be critical of it, but understand it," - Rob Carter, executive vice president and CIO of FedEx Corp. FACING YOUR FEAR OF FACEBOOK By Kate Evans-Correia 10.12.2007 | SearchCIO.com http://searchcio.techtarget.com/columnItem/0,294698,sid19_gci1276355,00.html
  44. 44. Thank You! Kristin-Sundin-Brandt.com
  45. 45. About Sundin Associates Since our founding in 1976, Sundin Associates has been connecting financial clients with diverse customerThank You! communities, steadily expanding our base of expertise across a spectrum of consumer marketing segments for clients in New England and the Midwest. Named one of the Best Bank Marketing Agencies in Massachusetts by readers of Banker & Tradesman for three consecutive years, projects produced by our staff have won awards from the ABA Bank Marketing Association, the Indiana Bankers Association, and the International Academy of the Visual Arts. Our work has been featured in ABA Bank Marketing magazine and Internet Banking Growth magazine. Kristin Sundin Brandt, CFMP – Vice President Kristin joined Sundin Associates in 1996, and is responsible for account management as well as the development of client websites and social media strategies for all of our clients. A graduate of Wheaton College (MA), and the American Bankers Association (ABA) School of Bank Marketing and Management, Kristin was awarded the Certified Financial Marketing Professional (CFMP) designation from the Institute of Certified Bankers (ICB). An active volunteer, Kristin has served as a member of the board of directors of the ABA Marketing Network, New England Chapter (now the New England Financial Marketing Association) and is a member of the National Wildlife Federation’s Founding Moms Advisory Board. Connect with Sundin Associates • SundinInc.com • Facebook.com/Sundininc • Twitter.com/Sundininc

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