Customer Experience Without Borders: Social Meda in Financial Services

© Visible Media Ltd 2011 / Visible-Banking.com

Customer Experience Without BordersSocial Media in Financial Services

Spring 2011


How Much do You Know?


Voice Of the CustomerVoice Of the Customer

CGCCustomer-Generated-Content

CGCCustomer-Generated-Content

The (Real) Voice Of the Customer

eReputationeReputation

UGCUser-Generated-Content

UGCUser-Generated-Content

1. Noise2. Contributors1. Noise2. Contributors

3. Response3. Response

4. Data4. Data

5. Action5. Action

Unstructure

dUnstructure

d

??

Outreach?Outreach?

Influencers?Influencers?

2. Moderate2. Moderate

3. Analyse3. AnalyseTransformTransform

+ Tagging+ Tagging

4. Display4. Display Interactive

& RelevantInteractive

& Relevant

1. Capture1. Capture Proactively

& SecurelyProactively

& Securely


Turn your Customers into Brand Ambassadors

ACCELERATE ADOPTIONINCREASE RETENTION

x32

+80%

INCREASE USAGE & ACQUISITION

80


When Banking Takes on Retail

>90%UGC


Multichannel Leverage of CGC


Fully Leverage the Power of the Crowd

CHANGE BRAND PERCEPTION

2.9 (1.1) Million

IMPROVE EXISTING PRODUCTSCREATE PRODUCTS & SERVICES

263 (17) Ideas


TWITTER FACEBOOK

Towards More Transparent & Engaging Customer Care


Facebook Watch: Trends March 2010-2011

March 2010

Pages: 276Fans: 2,589,203Apps: 20

>1,000 (79). >5,000 (29), >20,000 (7), >100,000 (2)

Top 10

# Fans: 2,295,379 (88%)New Fans: 112

March 2011

Top 10

# Fans: 6,759,373 (64%)New Fans: 1,348

Pages: 626Fans: 10,411,227Apps: 75

>1,000 (296). >5,000 (136), >20,000 (54), >100,000 (18)

Source: http://Visible-Banking.com/VBFW

September 2010

Top 10

Pages: 428Fans: 4,787,405Apps: 37

>1,000 (170). >5,000 (65), >20,000 (23), >100,000 (4)

# Fans: 3,612,235 (75%)New Fans: 459


Twitter is (not only) for Celebs


Twitter Watch: Trends March 2010-2011

March 2010

Accounts: 970Followers: 446,598

>500 (221). >1,000 (88), >5,000 (7), >10,000 (2)Verified (-)

Top 10

New Followers: 15.3New Tweets: 8.1Following / Followers: 53.94%

September 2010

Accounts: 1,280Followers: 855,195

>500 (396). >1,000 (202), >5,000 (25), >10,000 (8)Verified (17)

Top 10

New Followers: 51New Tweets: 12Following / Followers: 37.80%

March 2011

Accounts: 1,346Followers: 1,473,517

>500 (515). >1,000 (293), >5,000 (44), >10,000 (21)Verified (33)

Top 10

New Followers: 87New Tweets: 17Following / Followers: 34.70%

Source: http://Visible-Banking.com/VBTW


FOLLOWERS?

Know Your Followers/Fans

UK (60%) 9.7% 1,000+38.3% <50

TOTAL (100%) 9.1% 1,000+47.1% <50

@sexy_snake_ssss, @Gerard_Menvussa, @AngryHSBCClient, @madsxxx


How Much Do You Know?


A Pragmatic Approach to Social Media (SM)

1 LEARN & BENCHMARK

3 MINIMIZE YOUR RISK

BUILD YOUR SM PLATFORM5

PROMOTE YOUR SM PRESENCE6

2 YOUR CUSTOMERS FIRST!

7CONTENT STRAT. +

CALL2ACTION

8KNOW (KYF) & REWARD YOUR FOLLOWERS/FANS

11

LIVE & LEARN!

9 SET YOUR BUSINESS GOALS

10 GROW INTERNAL KNOWLEDGE

4 LISTEN + IDENTIFY + ENGAGE


CX w/o BordersBook / e-Book

(>200 pages)

THANK YOU - 0044 7736 446 [email protected]

http://Visible-Banking.comUnderstand & Leverage Social Media

Advisor / Speaker / Event Organizer

* 5 workshops in Europe & Asia* 2,400+ initiatives tracked in 70 countries* Benchmarking, KYF, Content Strategy

#innovation #VOC #moderation #reward #KYF #facebook #twitter #foursquare #blogging #ROI #onlinecommunity #promotion #HR2.0 #PR2.0

Customer Experience Without Borders: Social Meda in Financial Services

Economy & Finance

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