1. WhatisMaybankSocialMediatoCustomers
Direct interaction to
Customers
 Customers should be able to interact
directly with MBB via Facebook or Twitter
for instantaneous response
 Questions about MBB Products, our
latest promotions or even our branch
location/number all via SM
 Mitigation of complaints, unhappy
customers and reporting of staffs should
be transparent and handle with proper
care
Bridging the gap
• A point of contact for Customers
•To direct request/request to correct
department
•Reassurance to Customers that their
case/etc being handled
•MBB can have some understanding of
their customers base on FB, Twitter
handle
CRM & CEM
• Gathering of quality database is
important to improve customer
experiences
• Providing Merchants with a complete
customer behavioral orientation
•Providing Customers of Merchant’s
promotions to suit individual’s needs

2. 2
HowWecanuseSocialMedia
Facebook -
Twitter
Youtube
Instagram
Itunes/Podcast
Linkedin
Blogging/Bloggers
The Daniel Ariff Project
Who is Daniel Ariff
Daniell Ariff is Listening

3. HowWecanuseSocialMedia:Facebook
Facebook
Maybank Cards cardholders to join our Facebook Site to increase the fan base
Have Year Long or Special promotion ONLY for Facebook Fans
Communicate with Fan Base regarding Merchant’s Promo
Update Fan Base on up coming events, special invites or relevant news
Give constructive Advices or suggestions to customer regarding CARDS/Banks Matters
Wish Fan Base Happy Birthday, Anniversay, etc

4. HowWecanuseSocialMedia:Twitter
Twitter
Shout out promotions, events or special invites
Handle complaints
Branch/Products direction giving
Blasting out Merchant’s special promo
Give information regarding MBB/Bank/Financial matters
#hashtag for different promo

5. HowWecanuseSocialMedia:YouTube
Youtube
Collection of all Maybank Adverts
Collection of all Events i.e : Malaysia Maybank Open, Bii Bali Marathon, etc
Tutorial Videos of “HOW TO” i.e Open bank account, operates ATM, etc

6. HowWecanuseSocialMedia:Instagram
Instagram
To promote Branch i.e : Cleanest, fastest, most alert security guard, etc
To capture Best Smiling Staff Contest i.e #Mbb_Ampang
Run tactical campagin i.e: Find the hidden Tiger in JLN AMPANG, Capture the coldest
Tiger, etc

7. HowWecanuseSocialMedia:Podcast
Itunes/Podcast
Whitepapers in Audio format
 Financial Matters
 Interviews
 Maybank News

8. HowWecanuseSocialMedia:LinkedIN
Linkedin
Maybank Staff updates i.e. Changing of directors, executives
Staff Engagement
Updated Resume for MBB to hire

9. HowWecanuseSocialMedia:Bloggers
Bloggers (Local/International)
Engage Bloggers to write about MBB Products, usages, experiences
Bloggers to Dine at Merchant’s F&B and be seen using MBB CARDS for merchant’s
Promo
Bloggers as Brand Ambassador to help promote MBB Products

10. HowWecanuseSocialMedia:DanialAriff
The Danial Ariff Project
Who is Danial Ariff
The name that is on every single Maybank cards is totally anonymous to public
Publicize this mysterious man, as the best advocator for MBB
Danial Ariff is Listening
Have people write to Danial Ariff and He’ll response

11. TreatsFairSocialMediaEngagement
Using Treats Fair to increase Base
Instant Login via Ipad to customers FB and Like our FB
 Gets Vouchers, treatspoints, etc
Run Treasure Hunt Campaign to request Participating Customers to ;
 Instagram Lo Hong Ka’s most expensive Birdnest
 Tweet the location/dressing/name of our Mysterious Maybank Man “ Are you Danial
Ariff?”
Identify Which Bloggers Writes what?
Engage Ambassador Bloggers to participate in Auction
Auction Off Ambassador Bloggers to “Lunch”

12. Whatdowewanttoaccomplish
– Increase “Likes”
– Compile comments (good/Bad) as case study to improves
– Audience Engagement
– Listen and fulfill
– Handle unhappy customers
– Yearlong promo via Social Media
– Tactical promotion for low season
– All MBB Postings to have 200 + Shares

13. Howcanwemeasureourresults
– Count “likes”
– Count Comments
– Count Views
– Shares (fb & youtube)

14. CrossPollinatesocialmediachannels
– Use youtube to feature twitter
– Use Twitter to announce promo on Main site
– Facebook to compile all likes

15. WinOnlineAwardsfor
– Innovations
– Multitude of Likes/Talk&Discussion
– Security

16. CompetitivepositionifuseSocialMedia
 Pros & Cons
 Pro
– Free feedbacks
– Direct Communications
– Cheaper alternatives to printed
media
– News Spread Faster and more global
than other Media
– Promotes Behavioral change i.e
buying, choosing, etc
– Maybank brand awareness
 Pros & Cons
 Cons
– Unmonitored feedbacks
– Lack of privacy
– Reduce human factor
– Repercussion of mistakes are virals

17. WhatMBBCARDSCandoforcustomers
 Co-Brand Social Media Card that gives Cardholder ;
– Discounts and special Deals for online purchase
– Promote online shopping via MBB E-commerce merchants
– Subscription to Whitepapers, Videos, Musics, Recipe, etc
– Access to online social games
– Online Card Access to check location in case of lost card, monitor children, etc
– Cardless purhase i.e via mobile apps (only to Social Media Cardholder)
– Level up On Cards upon hitting quota in spending , i.e for next 24 hours, all
spending will get x5, x10 Treatpoints.

18. ManyOtherSocialTools
 Tumblr
 Pinterest
 Webo
 Bebo
 Ayoda
 Couchsurfing
 Foursquare
 Kakao
 Whatsapp
 Friendster
 Myspace
 Multiply
 MOL
 Tencent QQ
 Skype
 Google +
 LINE
 Dropbox
 Sina Weibo
 Flickr

19. SomeSocialMediaStatistics2013