where social fits
Post on 13-Sep-2014
440 views
DESCRIPTION
We explore how social media fits – supporting various departments and strategies within your financial institution, including retail banking, branding, commercial and customer service. Presented at the Maine Bankers Association's Emerging Leaders Conference.TRANSCRIPT
Presented by
Kristin Sundin Brandt, President
Sundin Associates, Inc.
Where doesSocial Media fit?
Hello
Where Social Media Fits
Hello
Where Social Media Fits
Hello
Where Social Media Fits
The State of Social
Where Social Media Fits
Pew Internet: Social Networking
67% of online adults use social networking67% of online adults use social networking
The State of Social
Where Social Media Fits
Where Social Media Fits
Source: 2012 J.D. Power and Associates US Retail Banking Satisfaction Study. © 2012 J. D. Power and Associates. The McGraw-Hill Companies, Inc. All Rights Reserved. Reproduction Prohibited
The State of Social
Who is using social media anyway?http://www.thesocialworkplace.com/2013/02/28/whos-using-social-media-anyway/
The State of Social
Where Social Media Fits
49.5% | 56%
24.5% | 26.1%
15.5% | 16.9%14.4% | 14.2%4.8% | 21.9%
Google+ Overtakes Twitter as 2nd Most Popular Social Network in UShttp://dashburst.com/google-trumps-twitter-report/
The State of Social
Where Social Media Fits
The State of Social
How Financial Marketers Are Investing In Digital – The Financial Brand
Where Social Media Fits
Where Social Media Fits
Where Social Media Fits
Where Social Media Fits
Public Relations
Where Social Media Fits
Public Relations
© 2
01
2, S
undin
A
ssocia
tes
Where Social Media Fits
Public Relations
Where Social Media Fits
Branding
“I like the name change! I trust you to do my
banking so if you want to change the name, I
fully support you!”
“I like the name change! I trust you to do my
banking so if you want to change the name, I
fully support you!”
Where Social Media Fits
Branding
“I used to have pride when I would see my hometown name on
signs of such a successful business.”
“I used to have pride when I would see my hometown name on
signs of such a successful business.”
“To me, it just reflects the fact that NSB is getting too big and
overexpanding.”
“To me, it just reflects the fact that NSB is getting too big and
overexpanding.”
Where Social Media Fits
Branding
40-45% get advice on and make decisions
about investments, loans and retirement.
40-45% get advice on and make decisions
about investments, loans and retirement.
Social media users purchase up to 25% more financial products than consumers
who don’t use it.
Social media users purchase up to 25% more financial products than consumers
who don’t use it.
Where Social Media Fits
Product Promotion
The New Social Etiquette for Capturing the Online Consumer http://blog.ness.com/Portals/72124/docs/FS_Social_CRM_WP_042911.pdf
Where Social Media Fits
Product Promotion
Where Social Media Fits
Product Promotion
Where Social Media Fits
Product Promotion
Where Social Media Fits
Product Promotion
Where Social Media Fits
Product Promotion
Where Social Media Fits
Product Promotion
Where Social Media Fits
Product Promotion
Where Social Media Fits
Commercial Banking
The best reps are not just present in
social media, they position themselves
as credible and influential sources in customer networks.
Sales Executive Council
10 Tips to Help you Maximize your LinkedIn Profile. - sales.linkedin.com
10 Tips to Help you Maximize your LinkedIn Profile. - sales.linkedin.com
Sales reps that rapidly responded to trigger events via social media saw a 9.5% increase in annual revenue.
Aberdeen Group
Where Social Media Fits
Commercial Banking
Where Social Media Fits
Commercial Banking
Where Social Media Fits
Commercial Banking
Where Social Media Fits
Commercial Banking
Where Social Media Fits
Commercial Banking
State of the Media: The Social Media Report – 2013http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2012-Reports/The-Social-Media-Report-2012.pdf
47% of social media users engage in
social care.
47% of social media users engage in
social care.
One in three social media users prefer
social care to contacting a
company by phone
One in three social media users prefer
social care to contacting a
company by phone
Where Social Media Fits
Customer Service
State of the Media: The Social Media Report – 2013http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2012-Reports/The-Social-Media-Report-2012.pdf
Where Social Media Fits
Customer Service
• Facebook | Company’s Page – 29%• Official Company Blog – 15% • Twitter | Company’s Handle – 13% • YouTube | Company’s Channel – 12%
• Facebook | Company’s Page – 29%• Official Company Blog – 15% • Twitter | Company’s Handle – 13% • YouTube | Company’s Channel – 12%
Where Social Media Fits
Customer Service
Where Social Media Fits
Customer Service
Where Social Media Fits
Customer Service
Where Social Media Fits
Customer Service
45,882 following45,882 following
48,089 followers48,089 followers
Where Social Media Fits
Customer Service
Where Social Media Fits
Customer Service
“Just Checking”“Just Checking”
Where Social Media Fits
The Risks
Where Social Media Fits
3,372,703 views3,372,703 views
The Risks
Where Social Media Fits
The Risks
Where Social Media Fits
The Rewards
Where Social Media Fits
Questions?
Thank you!
Where Social Media Fits