In this presentation Christophe Langlois, advisor, speaker and blogger at Visible-Banking.com presented "Customer Experience Without Borders: a Practical Guide to Social Media in Financial Services". What is happening and what is successful in the online banking space, with regards to online customer experience, mobile and social.

1. Customer Experience Without Borders Social Media in Financial Services Globally – 09/06/2011

2. http://bit.ly/VBBook

3. How Much do You Know? 700M FACEBOOK 300M TWITTER

4. The (Real) Voice Of the Customer eReputation Voice Of the Customer CGC Customer-Generated-Content UGC User-Generated-Content 1. Noise 2. Contributors Influencers? Proactively & Securely 1. Capture 2. Moderate + Tagging 3. Response Outreach? 3. Analyse Transform 4. Data Unstructured Interactive & Relevant 4. Display 5. Action ?

5. Turn your Customers into Brand Ambassadors ACCELERATE ADOPTION INCREASE RETENTION INCREASE USAGE & ACQUISITION x32 +80%

6. When Banking Takes on Retail >90% UGC

7. Fully Leverage the Power of the Crowd CHANGE BRAND PERCEPTION IMPROVE EXISTING PRODUCTS CREATE PRODUCTS & SERVICES 2.9 (1.1) Million 263 (17) Ideas

8. Facebook Watch: Trends March 2010-2011 March 2011 September 2010 March 2010 Pages: 276 Fans: 2,589,203 Apps: 20 >1,000 (79). >5,000 (29), >20,000 (7), >100,000 (2) Pages: 626 Fans: 10,411,227 Apps: 75 >1,000 (296). >5,000 (136), >20,000 (54), >100,000 (18) Pages: 428 Fans: 4,787,405 Apps: 37 >1,000 (170). >5,000 (65), >20,000 (23), >100,000 (4) Top 10 Top 10 Top 10 # Fans: 2,295,379 (88%) New Fans: 112 # Fans: 6,759,373 (64%) New Fans: 1,348 # Fans: 3,612,235 (75%) New Fans: 459 Source: http://Visible-Banking.com/VBFW

9. Community: Size vs Engagement 13 Top Facebook Pages >100,000 Likes Activity? 192 Posts (4-56, 14), 114k likes (597), 17k comments (94), 15/5k, 23/57 (53% open wall) Top Liked Top Commented Engagement 23/57 15/5k

10. Twitter Watch: Trends March 2010-2011 September 2010 March 2011 March 2010 Accounts: 1,346 Followers: 1,473,517 >500 (515). >1,000 (293), >5,000 (44), >10,000 (21) Verified (33) Accounts: 1,280 Followers: 855,195 >500 (396). >1,000 (202), >5,000 (25), >10,000 (8) Verified (17) Accounts: 970 Followers: 446,598 >500 (221). >1,000 (88), >5,000 (7), >10,000 (2) Verified (-) Top 10 Top 10 Top 10 New Followers: 15.3 New Tweets: 8.1 Following / Followers: 53.94% New Followers: 51 New Tweets: 12 Following / Followers: 37.80% New Followers: 87 New Tweets: 17 Following / Followers: 34.70% Source: http://Visible-Banking.com/VBTW

11. Know Your Followers/Fans FOLLOWERS? TOTAL (100%) 9.1% 1,000+ 47.1% <50 UK (60%) 9.7% 1,000+ 38.3% <50 @sexy_snake_ssss, @Gerard_Menvussa, @AngryHSBCClient, @madsxxx

12. How Much Do You Know?

13. A Pragmatic Approach to Social Media (SM) 1 LEARN & BENCHMARK 11 LIVE & LEARN! YOUR CUSTOMERS FIRST! 2 3 MINIMIZE YOUR RISK 4 LISTEN + IDENTIFY + ENGAGE 5 BUILD YOUR SM PLATFORM PROMOTE YOUR SM PRESENCE 6 7 CONTENT STRAT. + CALL2ACTION 8 KNOW (KYF) & REWARD YOUR FOLLOWERS/FANS 9 SET YOUR BUSINESS GOALS 10 GROW INTERNAL KNOWLEDGE

14. THANK YOU - 0044 7736 446 357 Christophe.langlois@Visible-Banking.com http://Visible-Banking.com Understand & Leverage Social Media Advisor/ Speaker / Event Organizer CX w/o Borders Book / e-Book (>250 pages) * 5 workshops in Europe & Asia * 100+ video interviews * 2,400+ initiatives tracked in 70 countries #innovation #VOC #moderation #reward #KYF #facebook #twitter #foursquare #blogging #ROI #onlinecommunity #promotion #HR2.0 #PR2.0