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Presented to attendees of COCC's 2013 Client Conference.
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Briefing from the Social Media FrontBriefing from the Social Media Front
Kristin Sundin Brandt
Sundin Associates, Inc.
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Hello
.H
ello
.
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Hello
.H
ello
.
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Sta
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tate
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Pew Internet: Social Networkinghttp://pewinternet.org/Commentary/2012/March/Pew-Internet-Social-Networking-full-detail.aspx
67% of online adults use social networking67% of online adults use social networking
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Who is using social media anyway?http://www.thesocialworkplace.com/2013/02/28/whos-using-social-media-anyway/
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Google+ Overtakes Twitter as 2nd Most Popular Social Network in UShttp://dashburst.com/google-trumps-twitter-report/
49.5% | 56%
24.5% | 26.1%
15.5% | 16.9%
14.4% | 14.2%
4.8% | 21.9%
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DouglasWray - http://instagram.com/p/nm695/
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DouglasWray - http://instagram.com/p/nm695/
BlogBlog
VineVine
SnapchatSnapchat
My extended thoughts on donutsMy extended thoughts on donuts
A 6 second video of my donutA 6 second video of my donut
An inappropriate picture of a donut
I’d like you to lose
An inappropriate picture of a donut
I’d like you to lose
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Twitter.com/Honest
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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
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The New Social Etiquette for Capturing the Online Consumer http://blog.ness.com/Portals/72124/docs/FS_Social_CRM_WP_042911.pdf
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.
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Ris
ks &
Rew
ard
sR
isks &
Rew
ard
s
“Just Checking”“Just Checking”
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Ris
ks &
Rew
ard
sR
isks &
Rew
ard
s
3,372,703 views3,372,703 views
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Aw
are
ness
Aw
are
ness
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Aw
are
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Aw
are
ness
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Aw
are
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Aw
are
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Beh
ind
the S
cen
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Beh
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the S
cen
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Beh
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the S
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Beh
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the S
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Beh
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the S
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Beh
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Average Facebook user has 245 friendsAverage Facebook
user has 245 friends
The Average American Knows 355 More People Than She Has Facebook Friendshttp://www.theatlanticwire.com/technology/2013/02/real-friends-vs-facebook-friends/62310/
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“… the Red Sox have just climbed back to .500
ball.The only saving grace is that we met the Yankees
coming down..”
“… the Red Sox have just climbed back to .500
ball.The only saving grace is that we met the Yankees
coming down..”
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Wh
at’s
New
Wh
at’s
New
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Wh
at’s
New
Wh
at’s
New
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Wh
at’s
New
Wh
at’s
New
“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.”
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Wh
at’s
New
Wh
at’s
New “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!”
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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
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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
• 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%
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Cu
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Cu
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“Some users may be able to access Online Banking at this time, however, access
remains intermittent. We appreciate your patience.”
“Some users may be able to access Online Banking at this time, however, access
remains intermittent. We appreciate your patience.”
39,220 following39,220 following
37,501 followers37,501 followers
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Cu
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Cu
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n Facebook users who live within 10 miles of Central Village, CT, Danielson, CT, East Killingly, CT, Jewett City, CT, Killingly Center, CT, Preston City, CT, South Killingly, CT or Preston, CT, age 18 and older, who are not already connected to Jewett City Savings Bank
71,280
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Wh
at a
re th
e ris
ks?
Wh
at a
re th
e ris
ks?
PEOPLE
Compliance
Reputation
Security
Employees
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Wh
at a
re th
e ris
ks?
Wh
at a
re th
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ks?
“You should help at the food pantry...that’s where all your customers are going to end up!”
“...u are a piece of sh**.”“Screw you.”
“I bank at ... here in Mountain Home, Ar. We've got the best.”
“My account number is...”
“I have a love/hate relationship with...”
“After 30 years as a customer I wish there was a dislike button for the company.”
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Wh
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Wh
at a
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Wh
at a
re th
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ks?
Wh
at a
re th
e ris
ks?
Here’s A Photo That May Change Your Mind About Having Taco Bell For Lunch Todayhttp://consumerist.com/2013/06/03/heres-a-photo-that-may-change-your-mind-about-having-taco-
bell-for-lunch-today/
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Wh
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re th
e ris
ks?
Wh
at a
re th
e ris
ks?
keyinfluencer True confession but I’m in one of those towns where scratch my head and say “I would die if I had to live here!”
keyinfluencer True confession but I’m in one of those towns where scratch my head and say “I would die if I had to live here!”
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Wh
at a
re th
e ris
ks?
Wh
at a
re th
e ris
ks?
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Wh
at a
re th
e ris
ks?
Wh
at a
re th
e ris
ks?
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Th
e R
ew
ard
sTh
e R
ew
ard
s
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s
Is it rig
ht fo
r you
?Is
it righ
t for y
ou
?
Social Media Word Cloudhttp://collaborativeservicesinc.wordpress.com/2013/05/16/a-more-intelligent-word-cloud/url30/
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Qu
estio
ns?
Qu
estio
ns?
Kristin-Sundin-Brandt.com
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Th
an
k Y
ou
!Th
an
k Y
ou
!