Christophe Langlois - Banking
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Transcript of Christophe Langlois - Banking
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Visible-Banking.com/finovate
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
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.
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Visible-Banking.com: Exclusive Content
http://Visible-Banking.com
Interviews Directory Social Media Watch
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Links on BIT.LY/BanksMustUseTwitter
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check 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
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Still Doubting the Power of Social Media?
2 months4,000+ members
3 weeks420,000 views
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
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
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
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
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
The Key to Success: Reward Your Users
Successful Social Media Initiatives, Buzz & WOM
Fun / Experience VisibilityExclusive Content Contest / Prizes
Active Communities
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
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
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Wells Fargo 2.0: Create Emotions
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Advanta: Ambassador for the SME Sector
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Severus CU’s ‘Young & Free in Alberta’
Organize a Competition to Find your Community Manager
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Twitter in Numbers
$3 million for Dell
$1 billion valuation
20-25 million users 2009
18-49 years old
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
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
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
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
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
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)
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
FIs & Customer Service on Twitter
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Start Now... Leverage Later
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Follow Tweeple to DM Them & Listen
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
SM2: Smart Marketing & Social Media
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Deal w/ Hacking & Don’t Be The Spammer!
Hacking Spamming
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
@Ask_WellsFargo - Best Practice
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
@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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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Twitter & ROI – Success Story 1
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Twitter & ROI – Success Story 2
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Twitter & ROI – Success Story 3
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Innovation: Banking on Twitter
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
Twitter is (not only) for Celebs
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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter
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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© Visible Media Ltd 2009 / Visible-Banking.com – For All the Links Check BIT.LY/BanksMustUseTwitter