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Visible Banking - Social Media, People First (April 2009)

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Christophe Langlois
Christophe Langlois

www.Visible-Banking.com Slides of my presentation at Essentials' "Social Congres Sociale Netwerken" in Rotterdam (22nd April 2009)

BusinessEconomy & Finance
1 of 55
Christophe Langlois @ www.Visible-Banking.com Social Media: People First! Focus on Engaging with your Members April 2009
Visible-Banking.com: 100% Social Media ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Visible-Banking.com: Exclusive Content Source: www.Visible-Banking.com (February 2009) Interviews Slides Directory
VB Services: Social Media for Banks Sources: endorsements, www.linkedin.com/in/christophelanglois services, www.Visible-Banking.com/visible-banking-services-20.html “ Christophe seems to have his finger on the pulse of the financial services industry. Visible Banking has become "the" source of information for innovations in the financial services industry.” Tim Collins, SVP-Experiential Marketing, Wells Fargo “ Christophe has written a very valuable and in-depth analysis of the site Fortis launched for entrepreneurs, join2grow.biz. He maintains a superb site, visible-banking.com, where he educates us with real passion on web2.0 initiatives. It was a real pleasure to meet Christophe in real live, and I can recommend everyone in the banking industry with plans to launch a web 2.0 site to contact Christophe to discuss their idea.” Catherine Ossemerct, head of media-channels, Fortis “ Christophe is an industry leader and a true visionary. I've been reading his work for some time and had the pleasure of working with him at the Marcus Evans Online Retail Banking Services conference. Christophe served as the conference chair. He masterfully led the two-day event keeping attendees engaged and focused. His sharing of keen insight, opinion and direct connections to leading industry members was exceptionally valuable.” Michael Neil, Vice President, Online Strategy, Merrill Lynch Bespoke Internal Workshops – Executives Briefings & Discovery Sessions Social Media: Strategy – Audit – Balanced Scorecard Hands-on International Social Media Seminars for Financial Institutions
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Social Networking Statistics 120 friends on average 175 million active users 41% users 26-44 years old 41 average age 38 million members 15 million active users 1.5+ billion tweets to date 103 followers on average 125 connections on average 35+ years old
Social Media: Outstanding Reach Core audience: 15-39 years old Reach: 30+ million people Reach: 11+ million people 2 nd degree – 5+ million Reach – 5.5+ million 1 st degree – 9,000 users
Banks & Social Media? “Yes We Can!” http://twitter.com/BarackObama
But Can Banks really have Fans? A fan , aficionado , or supporter is someone who has an intense, occasionally overwhelming liking and enthusiasm for a sporting club, person (usually a celebrity ), group of persons, company, product, work of art, idea, or trend . Fans of a particular thing or person constitute its fanbase or fandom . They often show their enthusiasm by starting a fan club , holding fan conventions , creating fanzines , writing fan mail , or promoting the object of their interest and attention. http://en.wikipedia.org/wiki/Fan_(aficionado) CELEBRITIES & PRODUCTS BANKS
Dell: the Most Engaging 2.0 Company http://en.community.dell.com/ Community & Conversations Team
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Social Media: Technologies & Trends Inspired by the McCann Social Media Tracker Wave .3 SOCIAL MEDIA WEB 2.0 - UGC RSS Podcasts Photo & Video Widgets Micro Blogging Blogging Social Networking Virtual Worlds P-to-P Lending PFM Customer Reviews Ideas & Innovation Labs
ROI(s) 2.0: Blogging, SN, PFM and Ideas ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Online Sales Online Marketing Brand Customer Advocacy Employee Advocacy Benefits
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
Recommendations ,[object Object],[object Object],[object Object],[object Object],[object Object]
Social Media? People First! ,[object Object],[object Object],[object Object],[object Object],Recommended: Interview with Matt Flannery, Founder & CEO of Kiva.org on Visible-Banking.com
Make it Simple and Easy www.addthis.com SHARE CONTRIBUTE REGISTER http://code.google.com/apis/opensocial/
The Key to Success: Reward Your Users Successful Social Media Initiatives, Buzz & WOM Active Communities Fun / Experience Visibility Exclusive Content Contest / Prizes
Smart Marketing: RaboDirect.ie http://www.rabodirect.ie/ Public / B-to-C
A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN LEARN
The Future of Online Finance... Now 1million users + Consultation at the White House 2.5million+ users 10 new videos / day The next way to invest Launches Ace Manager Closes US office Partners with ANZ Launches BlobLive
Visible Banking Twitter Watch 65+ twitter accounts tracked http://Visible-Banking.com/twitter/ SMART MARKETING BRANDED - PERSONAL Top 3 FIs - Followers @Wachovia (2,807), Advanta's @Ideablob (1,769) @BofA_Help (1,696) Top 3 FIs - Updates @bsantander (6,178) @BancoSabadell (2,443) @CajaNavarra (2,027) 19,946 followers (total) / 317 (average)
A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN LISTEN
Listen, Watch Trends, and Measure
Searches: Generic vs Very Specific http://search.twitter.com (01-Apr-09 @ 6:33pm)
Identify Your Influencers – Onch! http://search.twitter.com (02-Apr-09 @ 4:40pm) x x
Onchmovement is Influential http://www.myspace.com/onchmovement
A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN PARTICIPATE
Start Building Your Community Now Your First Goal: Reach a Critical Mass of Users! http://twitter.com/Ask_WellsFargo http://twitter.com/wellsfargo
Banking on YouTube
FNB Premier Banking on Facebook http://tinyurl.com/d5tgcm Public / B-to-C
A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN ENGAGE
Advanta: an Ambassador for the Sector Sources: www.advanta.com , www.ideablob.com , www.bloblive.com
Wells Fargo’s ‘The Student LoanDown’ CONTRIBUTORS FINANCING AND COLLEGE EDUCATION Public / B-to-C
FNBO Direct’s PayYourselfFirst Challenge http://www.pyfchallenge.com/ SOCIAL MEDIA REWARDING
BoA – an Ambassador for the Sector http://www.monarchinnovationawards.com/ http://smallbusinessonlinecommunity.bankofamerica.com/index.jspa Public / B-to-B
A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN MEASURE
Banking is different from Dancing http://www.youtube.com/watch?v=dMH0bHeiRNg 117,000,000+ views
Traffic is Not the Only Success Criteria http://siteanalytics.compete.com/blogs.wellsfargo.com/?metric=uv#
Managing Expectations -> First 6 posts avg 15 comments -> Now avg 5 comments
Young & Free in Alberta http://www.slideshare.net/CurrencyTim/designing-a-social-computing-strategy-to-attract-gen-yers
How to Make your Platform Profitable http://www.livingyoungandfree.com/ A White Label Approach: don’t Reinvent the Wheel!
A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN IMPROVE
Wells Fargo 2.0: Create Emotions Source: www.blog.wellsfargo.com
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Rabobank BLOGGING SOCIAL NETWORKING TWITTER VIDEO
Rabobank’s Videos: Hosted vs YouTube http://www.rabosport.nl/ 781 Rabosport: no comments YouTube: reach, google, easy to share
Smart Marketing: RaboPlus.au.com http://www.raboplus.com.au/ Public / B-to-C
Fortis Bank’s Join2Grow.biz http://Visible-Banking.com/2007/09/adtech-london-4.html 02/2007 – 03/2009 ,[object Object]
ABN AMRO Support the SMEs Collaboration
ING & ING Direct ING DIRECT ING
Recommendations ,[object Object],[object Object],[object Object],[object Object],[object Object]
Thanks for Listening – 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
Christophe Langlois @ www.Visible-Banking.com Social Media: People First! Focus on Engaging with your Members April 2009

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Visible Banking - Social Media, People First (April 2009)

  • 1. Christophe Langlois @ www.Visible-Banking.com Social Media: People First! Focus on Engaging with your Members April 2009
  • 2.
  • 3. Visible-Banking.com: Exclusive Content Source: www.Visible-Banking.com (February 2009) Interviews Slides Directory
  • 4. VB Services: Social Media for Banks Sources: endorsements, www.linkedin.com/in/christophelanglois services, www.Visible-Banking.com/visible-banking-services-20.html “ Christophe seems to have his finger on the pulse of the financial services industry. Visible Banking has become "the" source of information for innovations in the financial services industry.” Tim Collins, SVP-Experiential Marketing, Wells Fargo “ Christophe has written a very valuable and in-depth analysis of the site Fortis launched for entrepreneurs, join2grow.biz. He maintains a superb site, visible-banking.com, where he educates us with real passion on web2.0 initiatives. It was a real pleasure to meet Christophe in real live, and I can recommend everyone in the banking industry with plans to launch a web 2.0 site to contact Christophe to discuss their idea.” Catherine Ossemerct, head of media-channels, Fortis “ Christophe is an industry leader and a true visionary. I've been reading his work for some time and had the pleasure of working with him at the Marcus Evans Online Retail Banking Services conference. Christophe served as the conference chair. He masterfully led the two-day event keeping attendees engaged and focused. His sharing of keen insight, opinion and direct connections to leading industry members was exceptionally valuable.” Michael Neil, Vice President, Online Strategy, Merrill Lynch Bespoke Internal Workshops – Executives Briefings & Discovery Sessions Social Media: Strategy – Audit – Balanced Scorecard Hands-on International Social Media Seminars for Financial Institutions
  • 5.
  • 6. Social Networking Statistics 120 friends on average 175 million active users 41% users 26-44 years old 41 average age 38 million members 15 million active users 1.5+ billion tweets to date 103 followers on average 125 connections on average 35+ years old
  • 7. Social Media: Outstanding Reach Core audience: 15-39 years old Reach: 30+ million people Reach: 11+ million people 2 nd degree – 5+ million Reach – 5.5+ million 1 st degree – 9,000 users
  • 8. Banks & Social Media? “Yes We Can!” http://twitter.com/BarackObama
  • 9. But Can Banks really have Fans? A fan , aficionado , or supporter is someone who has an intense, occasionally overwhelming liking and enthusiasm for a sporting club, person (usually a celebrity ), group of persons, company, product, work of art, idea, or trend . Fans of a particular thing or person constitute its fanbase or fandom . They often show their enthusiasm by starting a fan club , holding fan conventions , creating fanzines , writing fan mail , or promoting the object of their interest and attention. http://en.wikipedia.org/wiki/Fan_(aficionado) CELEBRITIES & PRODUCTS BANKS
  • 10. Dell: the Most Engaging 2.0 Company http://en.community.dell.com/ Community & Conversations Team
  • 11.
  • 12.  
  • 13. Social Media: Technologies & Trends Inspired by the McCann Social Media Tracker Wave .3 SOCIAL MEDIA WEB 2.0 - UGC RSS Podcasts Photo & Video Widgets Micro Blogging Blogging Social Networking Virtual Worlds P-to-P Lending PFM Customer Reviews Ideas & Innovation Labs
  • 14.
  • 15. 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
  • 16.
  • 17.
  • 18. Make it Simple and Easy www.addthis.com SHARE CONTRIBUTE REGISTER http://code.google.com/apis/opensocial/
  • 19. The Key to Success: Reward Your Users Successful Social Media Initiatives, Buzz & WOM Active Communities Fun / Experience Visibility Exclusive Content Contest / Prizes
  • 20. Smart Marketing: RaboDirect.ie http://www.rabodirect.ie/ Public / B-to-C
  • 21. A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN LEARN
  • 22. The Future of Online Finance... Now 1million users + Consultation at the White House 2.5million+ users 10 new videos / day The next way to invest Launches Ace Manager Closes US office Partners with ANZ Launches BlobLive
  • 23. Visible Banking Twitter Watch 65+ twitter accounts tracked http://Visible-Banking.com/twitter/ SMART MARKETING BRANDED - PERSONAL Top 3 FIs - Followers @Wachovia (2,807), Advanta's @Ideablob (1,769) @BofA_Help (1,696) Top 3 FIs - Updates @bsantander (6,178) @BancoSabadell (2,443) @CajaNavarra (2,027) 19,946 followers (total) / 317 (average)
  • 24. A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN LISTEN
  • 25. Listen, Watch Trends, and Measure
  • 26. Searches: Generic vs Very Specific http://search.twitter.com (01-Apr-09 @ 6:33pm)
  • 27. Identify Your Influencers – Onch! http://search.twitter.com (02-Apr-09 @ 4:40pm) x x
  • 28. Onchmovement is Influential http://www.myspace.com/onchmovement
  • 29. A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN PARTICIPATE
  • 30. Start Building Your Community Now Your First Goal: Reach a Critical Mass of Users! http://twitter.com/Ask_WellsFargo http://twitter.com/wellsfargo
  • 32. FNB Premier Banking on Facebook http://tinyurl.com/d5tgcm Public / B-to-C
  • 33. A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN ENGAGE
  • 34. Advanta: an Ambassador for the Sector Sources: www.advanta.com , www.ideablob.com , www.bloblive.com
  • 35. Wells Fargo’s ‘The Student LoanDown’ CONTRIBUTORS FINANCING AND COLLEGE EDUCATION Public / B-to-C
  • 36. FNBO Direct’s PayYourselfFirst Challenge http://www.pyfchallenge.com/ SOCIAL MEDIA REWARDING
  • 37. BoA – an Ambassador for the Sector http://www.monarchinnovationawards.com/ http://smallbusinessonlinecommunity.bankofamerica.com/index.jspa Public / B-to-B
  • 38. A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN MEASURE
  • 39. Banking is different from Dancing http://www.youtube.com/watch?v=dMH0bHeiRNg 117,000,000+ views
  • 40. Traffic is Not the Only Success Criteria http://siteanalytics.compete.com/blogs.wellsfargo.com/?metric=uv#
  • 41. Managing Expectations -> First 6 posts avg 15 comments -> Now avg 5 comments
  • 42. Young & Free in Alberta http://www.slideshare.net/CurrencyTim/designing-a-social-computing-strategy-to-attract-gen-yers
  • 43. How to Make your Platform Profitable http://www.livingyoungandfree.com/ A White Label Approach: don’t Reinvent the Wheel!
  • 44. A Phased Approach to Social Media IMPROVE MEASURE ENGAGE PARTICIPATE LISTEN LEARN IMPROVE
  • 45. Wells Fargo 2.0: Create Emotions Source: www.blog.wellsfargo.com
  • 46.
  • 47. Rabobank BLOGGING SOCIAL NETWORKING TWITTER VIDEO
  • 48. Rabobank’s Videos: Hosted vs YouTube http://www.rabosport.nl/ 781 Rabosport: no comments YouTube: reach, google, easy to share
  • 49. Smart Marketing: RaboPlus.au.com http://www.raboplus.com.au/ Public / B-to-C
  • 50.
  • 51. ABN AMRO Support the SMEs Collaboration
  • 52. ING & ING Direct ING DIRECT ING
  • 53.
  • 54.
  • 55. Christophe Langlois @ www.Visible-Banking.com Social Media: People First! Focus on Engaging with your Members April 2009