BlogWell San Diego Social Media Case Study: USAA, presented by Rhonda Crawford
In her BlogWell San Diego case study presentation, "Building Community in a Digital World," USAA's VP of Member Communications, Rhonda Crawford, covered how social media monitoring and communication are central to assisting product management. Rhonda shared their key objectives in utilizing social media, which include facilitating member word of mouth, engaging a network of advocates, deepening relationships, and driving innovation within these online communities. --- BlogWell is the only conference where social media executives from big brands come together to share their case studies, offer practical how-to advice, and answer your questions. To learn more about BlogWell, visit gaspedal.com/blogwell/ BlogWell is produced by GasPedal and the Social Media Business Council. Learn More: gaspedal.com and socialmedia.org
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BlogWell San Diego Social Media Case Study: USAA, presented by Rhonda Crawford
- 1. USAA CONFIDENTIAL 1 1
- 2. Building Community in aDigital World Presented By:Rhonda Crawford, VP, Digital Media and Innovation
- 3. USAA CONFIDENTIAL 3 We will build lifelong relationships with our members by knowing them better and caring about them more than any other company. As our members’ trusted financial advisor, we will provide highly competitive, integrated financial solutions and exceptional experiences. We will continuously innovate and improve, building our financial strength, and employing our resources to achieve the highest value for our members.We willfoster a community of loyal members and engaged employees,working together to ensurea strong and enduring association. 3 USAA CONFIDENTIAL USAA Strategy
- 7. USAA CONFIDENTIAL 6 Facilitate Member Word of Mouth 84% of U.S. customers prefer the opinion of other customers vs. expertssource: Marketing Sherpa 78%of internet users rate recommendations as the most credible form of advertising.source: Nielsen
- 8. USAA CONFIDENTIAL 7 Engage a Network of Passionate Advocates 51,000fans of USAA Facebook page 8,000followers on Twitter
- 9. USAA CONFIDENTIAL 8 Deepen Relationships
- 10. USAA CONFIDENTIAL 9 Collaborate with Our Members and Stakeholders Live interactive webinars encourage a member dialogue with USAA experts. 1,100average live viewers 19,000average replay viewers
- 13. Resources
- 14. Legal & Compliance
- 16. Metrics & ROI
- 17. Strong Communication Plan
- 19. USAA CONFIDENTIAL 13 13
Notas del editor
- Facilitate member word-of-mouthto drive member/product acquisition and deepening by creating communities of like-minded members, enabling them to help each other build financial security through USAA integrated solutions.Engage a network of passionate advocates, empowering them to tell our story on their turf and their terms. Deepen relationshipswith members and key constituents by listening to and participating in conversations early and often. Collaborate with our members and prospects by continuously gathering feedback and insight into their needs to drive innovation. Establish USAA as the provider of choice for financial adviceby positioning content where our members live, work and play. Encourage members to help us drive innovation