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Financial Institutions Must Support Their Clients on Twitter

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Christophe Langlois
Christophe Langlois

This is the presentation I gave at SOMESSO Zurich 09. I invite you to check my post on www.Visible-Banking.com to find all the links: http://bit.ly/BanksMustUseTwitter Feel free to: * connect on linkedin: http://linkedin.com/in/christophelanglois * follow me on twitter: http://twitter.com/Visible_Banking * become a fan of the Visible Banking Facebook Page: http://facebook.com/VisibleBanking

Economy & FinanceTechnologyBusiness
1 of 33
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Visible-Banking.com/finovate
Visible Banking: 100% Social Media 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 Mission: help financial institutions across the world better UNDERSTAND and LEVERAGE social media, successfully engage with people, and build trusted relationships.
Visible-Banking.com: Exclusive Content http://Visible-Banking.com Interviews Directory Social Media Watch
Links on BIT.LY/BanksMustUseTwitter
Social Media: Key Concerns & Mistakes Ownership Risk / L&C Budget / ROI Not for US Tone of Voice Budget Allocation Value & Reward Just Another Channel Concerns Mistakes
Still Doubting the Power of Social Media? 2 months 4,000+ members 3 weeks 420,000 views
A Phased Approach to Social Media Intranet 2.0 Online Banking B-to-B projects B-to-C projects Risk Complexity IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN OPEN Open Restricted Restricted
Social Media? People First! ,[object Object],[object Object],[object Object],[object Object],Employees = Rockstars
The Key to Success: Reward Your Users Successful Social Media Initiatives, Buzz & WOM Active Communities Fun / Experience Visibility Exclusive Content Contest / Prizes
Social Media โ€“ VB Recommendations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Wells Fargo 2.0: Create Emotions
Advanta: Ambassador for the SME Sector
Severus CUโ€™s โ€˜Young & Free in Albertaโ€™ Organize a Competition to Find your Community Manager
TWITTER
Twitter in Numbers $3 million for Dell $1 billion valuation 20-25 million users 2009 18-49 years old
Misconceptions: Customer Service on Twitter ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Twitter is Versatile ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Twitter Watch: 710 Accounts, 38 Countries Source: Visible Banking Twitter Watch (September 09) http://Visible-Banking.com/VBTW Top Countries Types of FIs September Activity Daily Growth since Creation (AVG)
FIs & Customer Service on Twitter
Start Now... Leverage Later
Follow Tweeple to DM Them & Listen
SM 2 : Smart Marketing & Social Media
Deal w/ Hacking & Donโ€™t Be The Spammer! Hacking Spamming
@Ask_WellsFargo - Best Practice
@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 Reward http://bit.ly/UBank
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Twitter is (not only) for Celebs
Thanks for Listening โ€“ Contact Us ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN Subscribe Become a FAN Follow us
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Financial Institutions Must Support Their Clients on Twitter

  • 3. Visible Banking: 100% Social Media 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 Mission: help financial institutions across the world better UNDERSTAND and LEVERAGE social media, successfully engage with people, and build trusted relationships.
  • 4. Visible-Banking.com: Exclusive Content http://Visible-Banking.com Interviews Directory Social Media Watch
  • 6. Social Media: Key Concerns & Mistakes Ownership Risk / L&C Budget / ROI Not for US Tone of Voice Budget Allocation Value & Reward Just Another Channel Concerns Mistakes
  • 7. Still Doubting the Power of Social Media? 2 months 4,000+ members 3 weeks 420,000 views
  • 8. A Phased Approach to Social Media Intranet 2.0 Online Banking B-to-B projects B-to-C projects Risk Complexity IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN OPEN Open Restricted Restricted
  • 9.
  • 10. The Key to Success: Reward Your Users Successful Social Media Initiatives, Buzz & WOM Active Communities Fun / Experience Visibility Exclusive Content Contest / Prizes
  • 11.
  • 12. Wells Fargo 2.0: Create Emotions
  • 13. Advanta: Ambassador for the SME Sector
  • 14. Severus CUโ€™s โ€˜Young & Free in Albertaโ€™ Organize a Competition to Find your Community Manager
  • 16. Twitter in Numbers $3 million for Dell $1 billion valuation 20-25 million users 2009 18-49 years old
  • 17.
  • 18.
  • 19. Twitter Watch: 710 Accounts, 38 Countries Source: Visible Banking Twitter Watch (September 09) http://Visible-Banking.com/VBTW Top Countries Types of FIs September Activity Daily Growth since Creation (AVG)
  • 20. FIs & Customer Service on Twitter
  • 22. Follow Tweeple to DM Them & Listen
  • 23. SM 2 : Smart Marketing & Social Media
  • 24. Deal w/ Hacking & Donโ€™t Be The Spammer! Hacking Spamming
  • 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 Reward http://bit.ly/UBank
  • 27. Twitter & ROI โ€“ Success Story 1
  • 28. Twitter & ROI โ€“ Success Story 2
  • 29. Twitter & ROI โ€“ Success Story 3
  • 31. Twitter is (not only) for Celebs
  • 32.
  • 33. ย