Social Karma

Transcript

1. what goes around, comes around Social Karma
2. Sam Maule
6. Crystal Naomi Crosby
13. Social Media Revolution 2011 http://www.youtube.com/watch?v=3SuNx0UrnEo
16. Why all the urgency? Shift happens. Ken Skaugen, Intel VP Architecture At Web 2.0 Summit http://splicd.com/vWub4zcTyfs/67/97
17. The observation, made in 1965 by Intel co-founder Gordon Moore, that each new memory integrated circuit contained roughly twice as much capacity as its predecessor, and each chip was released within 18-24 months of the previous chip. If this trend continued, he reasoned, computing power would rise exponentially with time. Moore's Law /môrz law/
18. Why all the urgency? Shift happens. 69% 63% 56% 53% 53% 51% 49% 49% 47% 38% 38% 38% 38% 38% 33% 33% 32% 31% 25% 17%
19. Why all the urgency? Shift happens. Topic Confidence Ranking Delivering a consistent customer experience across all channels 1 Growing the wallet share of the mass-affluent customer 2 Developing innovative and appropriate products and services 3 Executing a compelling value proposition through non-branch channels 4 Deploying next-generation customer satisfaction and loyalty strategies 5 Generating strong returns from the small business segment 5 Boosting sales productivity of branch staff 6 Becoming a more agile and innovative consumer banking group 6 Implementing a mobile channel strategy 7 Reducing costs in sales and customer service 7 Simplifying the consumer product set 8 Selling products from outside of the branch channel 9 Entering new markets to drive growth 10 Redesigning the branch network to accommodate changes in consumer preferences 11 Leveraging social media capabilities 11 Creating customer segment-focused branches 12 Implementing a micro-segmentation sales and service model 13 Introducing more flexible branch staff roles to drive improved cost0efficiency 14 Influencing the loyalty of the Gen X consumer 15 Serving the newly unbankable customer 16
20. Who’s using?
21. Who’s joining?
24. %
29. Social players
30. B-Co Communications – succeeding by answering (Twitter) http://www.business2community.com/social- media/twitter-for-b2b-marketing-case-studies- four-ways-how-tweets-lead-to-business- 024520 WSJ article “Chasing friends, banks go social” http://online.wsj.com/article/SB10001424052 970204618704576645382340454052.html?mo d=ITP_moneyandinvesting_2 Bank Transfer Day catalyst started on Facebook by a 20ish college student Meet twitter… Case Study I listened… I answered… I engaged… I tweeted…
31. Meet Molly Katchpole… She’s 22 years old And a recent college graduate • Molly rallied against the Bank of America debit card fee on Change.org • 60 = 306,000 days virtual signatures • November 1, Bank of America changed their minds amid flurry of “feedback Case Study
32. Case Study Meet first direct bank…
33. Case Study Meet first direct bank…
34. Case Study Meet first direct bank… First Direct Video “We Like Happy People” http://splicd.com/JqLDBKvp9mQ/30/56
35. Epic fails
36. Case Study Meet Accenture… Accenture Management Consultants “Just Another Day” http://splicd.com/HvK2RBNjeLc/19/60
37. Case Study Meet Accenture…
38. Case Study Meet Google’s management … NO POSTS EVER MINIMAL USE NO ACCOUNT ACTIVE
39. Case Study Meet Chrysler’s social media rep … former
40. Another Epic Fail? Gov of Kansas, HS students visit Having plans in place and understanding how to handle Gives voice of everyday person a lot of power. Banks refusing to close accounts Control and trust Quants airlines, twitter campaign Accenture (europe) -- day in the life of an accenture employee Case Study Meet Gov. Brownback and Emma Sullivan …
41. connections
42. Is anything really changing?
45. A path for us
46. Be Human
47. Be Aware
48. Be Active % Be Active
49. building relationships developing trust one channel a tool
50. One more thing...
51. Nothing will replace the face-to-face building of relationships
52. what goes around, comes around Social Karma