Download - Managing social media presence
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Managing your social media presence and interactions
BancSabadell
Xavier Marín – Social Media & Web content, Banc SabadellMadrid, June 2010
Enterprise 2.0 - IDC
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Enterprise 2.0
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Where are the consumers?
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El uso de las redes sociales en España se extiende ya a mas de
18 millones de personasFuente: IDC
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Consumers are evolving
Consumers are permanently online
Total transparency
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Consumers are evolving
Consumers are permanently online
Total transparency+
Word of mouth
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Consumers are evolving
¿Puede ser que [Nombre directivo], Director de [Nombre unidad] de [Nombre empresa] no use twitter o facebook?
¿Puede ser que [Nombre empresa] no esté en Inernet?
2.010
2.000
?
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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
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Visión y objetivos de la oferta de CanalesBS Social Media Approach
Ensure CONTENT AND MEDIAdistribution 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”
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Manage and listen your community
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2.500 Ideas
INTERNAL
COMMUNITY
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Manage and listen your community
CONVERSATION
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Manage and listen your community
BROADCAST
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Manage and listen your community
EVENTS 2.0
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Manage and listen your community
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Manage and listen your community
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Manage and listen your community
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Manage and listen your community
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Manage and listen your community
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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!
Decálogo / social media policies
Procedimientos de actuación
Operativas / Procesos de comunicación
INTERNAL
COMMUNITY
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
INTERNAL
COMMUNITY
Economy of emotions and experiencies
INTERNAL
COMMUNITY
Economy of emotions and experiencies
BancSabadell
Impact of managing social media
Thanks!
Thanks @IDC and #ALL
