Managing your social media presence and interactions

1

Managing your social media presence and interactions

BancSabadell

Pol Navarro – Head of Direct Channels and Innovation, Banc SabadellMadrid, June 2010

Visible Banking Social Media and Finance Workshop

2

Consumers are evolving

Consumers are permanently online

Total transparency

3

Consumers are evolving

Consumers are permanently online

Total transparency+

Word of mouth

4

Where are the consumers?

+

5

How are you managing your community?

+“As the Web 2.0 age dawns, banks must wake up to the fact that the successful companies of the future will not have customers, they will have participants, and that rather than having a business, they will have a community”

Chris Skinnerhttp://twitter.com/Chris_Skinner

6

Visión y objetivos de la oferta de Canales

BS Social Media Approach

Ensure CONTENT AND MEDIA distribution on main social networks and own BLOG

Evangelization and TRAINING of BS employees

LISTEN COMUNICATE PARTICIPATE

MONITOR all conversations related to the bank, and establish an internal protocol to react(reputation mgmt)

Open new CUSTOMER SERVICE CHANNELS on Twitter and Facebook

Empower INTERACTION on social networks (with existing and potential customers)

Value added services on social networks (ex: Community)

IMPACT

LISTEN, REACT, PARTICIPATE AND ENGAGE

FOCUS

1 2 3

Lessons learned

• Manage and listen your community

•More impacts > Less attention> Try to be authentic and join the conversations!

• The new loyalty = “Economy of emotions and experiences”

Lessons learned

• Manage and listen your community

•More impacts > Less attention> Try to be authentic and join the conversations!

• The new loyalty = “Economy of emotions and experiences”

9

Manage and listen your community

CONVERSATION

10

Manage and listen your community

BROADCAST

11

Manage and listen your community

EVENTS 2.0

12

Manage and listen your community

13

Manage and listen your community

14

Manage and listen your community

15

Manage and listen your community

Lessons learned

• Manage and listen your community

•More impacts > Less attention> Try to be authentic and join the conversations!

• The new loyalty = “Economy of emotions and experiences”

Join the conversations!

Join the conversations!

Join the conversations!

Join the conversations!

Open BancSabadell - Flickr

Lessons learned

• Manage and listen your community

•More impacts > Less attention> Try to be authentic and join the conversations!

• The new loyalty = “Economy of emotions and experiences”

Economy of emotions and experiencies

BancSabadell

Economy of emotions and experiencies

Impact of managing social media

Thanks!

Thanks @visible_banking and #ALL