Christophe Langlois - Banking


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 months4,000+ members

3 weeks420,000 views


OPEN

Open

Restricted

Restricted

A Phased Approach to Social Media

Intranet 2.0

Online Banking

B-to-B projects

B-to-C projects

Risk

Co

mp

lexity

IMPROVEMEASUREENGAGEPARTICIPATELISTENLEARN


Social Media? People First!

Internally subject matter experts, social media champions,

senior management, employees, community managers

Externally contributors, detractors, advocates, clients, prospects,

industry experts, prominent bloggers

Employees = Rockstars


The Key to Success: Reward Your Users

Successful Social Media Initiatives, Buzz & WOM

Fun / Experience VisibilityExclusive Content Contest / Prizes

Active Communities


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


Wells Fargo 2.0: Create Emotions


Advanta: Ambassador for the SME Sector


Severus CU’s ‘Young & Free in Alberta’

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

Just a Stunt

Lack of Consistent Customer Experience

Not Secure

UGC vs L&C

Not Scalable

Too Resource Demanding

Secure Web-Chat


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


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


SM2: Smart Marketing & Social Media


Deal w/ Hacking & Don’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


Twitter & ROI – Success Story 1


Innovation: Banking on Twitter


Twitter is (not only) for Celebs


Thanks for Listening – Contact Us

I

Christophe Langlois Cell: 0044 (0)7736 446 357 Email: [email protected] Linkedin: http://linkedin.com/in/christophelanglois Visible Banking: http://bit.ly/VBSpeaking

IMPROVEMEASUREENGAGEPARTICIPATELISTENLEARN

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Christophe Langlois - Banking

Economy & Finance

Transcript of Christophe Langlois - Banking