Financial Institutions Must Support Their Clients on Twitter

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Slide 1: © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 2: Visible-Banking.com/finovate © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 3: Visible Banking: 100% Social Media Mission: help financial institutions across the world better UNDERSTAND and LEVERAGE social media, successfully engage with people, and build trusted relationships. Visible-Banking.com (since February 2007) Visible Banking Page (since August 2008) @Visible_Banking (since February 2009) Stats (October 09) -> 1k rss readers -> 75+ video interviews -> 30+ events Stats (October 09) -> 360+ fans -> 30+ videos -> 80+ posted items Stats (October 09) -> 1345+ followers -> 1250+ updates -> 19+ listed © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 4: Visible-Banking.com: Exclusive Content Interviews Directory Social Media Watch http://Visible-Banking.com © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 5: Links on BIT.LY/BanksMustUseTwitter © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 6: Social Media: Key Concerns & Mistakes Concerns Ownership Risk / L&C Budget / ROI Not for US Mistakes Tone of Voice Budget Allocation Value & Reward Just Another Channel © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 7: Still Doubting the Power of Social Media? 2 months 4,000+ members 3 weeks 420,000 views © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 8: A Phased Approach to Social Media LEARN LISTEN PARTICIPATE ENGAGE MEASURE IMPROVE Intranet 2.0 Restricted Restricted Online Banking Risk Complexity B-to-B projects Open OPEN B-to-C projects © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 9: Social Media? People First!  Internally  subject matter experts, social media champions, senior management, employees, community managers contributors, detractors, advocates, clients, prospects, industry experts, prominent bloggers  Externally  Employees = Rockstars © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 10: The Key to Success: Reward Your Users Successful Social Media Initiatives, Buzz & WOM Exclusive Content Contest / Prizes Fun / Experience Visibility Active Communities © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 11: Social Media – VB Recommendations LEARN About Social Media & Finance  Start LISTENing NOW!  Increase your Official Presence  Be different: People 1st, Tone, Content  Make it EASY & REWARD your “Members”  Cross-Market your Social Media Initiatives  Spend Wisely, Don’t reinvent the wheel!  Identify Right Success Criteria  © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 12: Wells Fargo 2.0: Create Emotions © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 13: Advanta: Ambassador for the SME Sector © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 14: Severus CU’s ‘Young & Free in Alberta’ Organize a Competition to Find your Community Manager © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 15: TWITTER © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 16: Twitter in Numbers 20-25 million users 2009 18-49 years old $1 billion valuation $3 million for Dell © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 17: Misconceptions: Customer Service on Twitter        Just a Stunt Lack of Consistent Customer Experience Not Secure UGC vs L&C Not Scalable Too Resource Demanding Secure Web-Chat © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 18: Twitter is Versatile  What for? Reputation Management & Real-Time Market Intelligence  Customer Service  Event Management  Amplify & Measure Buzz for your Social Media Initiatives  Sales & Promotion   Advice Follow the Thought Leaders & your Influencers  Personalize your Official Page(s)  Post between 5-10 Updates per working day  © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 19: Twitter Watch: 710 Accounts, 38 Countries Top Countries Daily Growth since Creation (AVG) Types of FIs September Activity Source: Visible Banking Twitter Watch (September 09) http://Visible-Banking.com/VBTW © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 20: FIs & Customer Service on Twitter © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 21: Start Now... Leverage Later © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 22: Follow Tweeple to DM Them & Listen © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 23: SM2: Smart Marketing & Social Media © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 24: Deal w/ Hacking & Don’t Be The Spammer! Hacking Spamming © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 25: @Ask_WellsFargo - Best Practice © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 26: @Ubank - Customer & Employee Advocacy Wow, our first recruit via Twitter! @UBank would like to welcome @robertsheridan to the team. Thanks for joining us Robert! 3:14 AM Mar 20th from web The thoughts of every UBank team member are with those impacted by the Victorian Bushfires2:57 PM Feb 8th from web http://bit.ly/UBank Reward © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 27: Twitter & ROI – Success Story 1 © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 28: Twitter & ROI – Success Story 2 © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 29: Twitter & ROI – Success Story 3 © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 30: Innovation: Banking on Twitter © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 31: Twitter is (not only) for Celebs © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 32: Thanks for Listening – Contact Us  I LEARN LISTEN PARTICIPATE ENGAGE MEASURE IMPROVE Subscribe Become a FAN Follow us  Christophe Langlois     Cell: 0044 (0)7736 446 357 Email: christophe.langlois@visible-banking.com Linkedin: http://linkedin.com/in/christophelanglois Visible Banking: http://bit.ly/VBSpeaking © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter Slide 33: © Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter