What is Maybank Social Media to Customers

Direct interaction to Customers Customers should be able to interact directly with MBB via Facebook or Twitter for instantaneous response

Questions about MBB Products, our latest promotions or even our branch location/number all via SM

Mitigation of complaints, unhappy customers and reporting of staffs should be transparent and handle with proper care

Bridging the gap• A point of contact for Customers•To direct request/request to correct department•Reassurance to Customers that their case/etc being handled•MBB can have some understanding of their customers base on FB, Twitter handle

CRM & CEM• Gathering of quality database is important to improve customer experiences • Providing Merchants with a complete customer behavioral orientation•Providing Customers of Merchant’s promotions to suit individual’s needs

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How We can use Social MediaFacebook - TwitterYoutube Instagram Itunes/PodcastLinkedinBlogging/BloggersThe Daniel Ariff Project

Who is Daniel AriffDaniell Ariff is Listening

How We can use Social Media : Facebook

FacebookMaybank Cards cardholders to join our Facebook Site to increase the fan base

Have Year Long or Special promotion ONLY for Facebook Fans

Communicate with Fan Base regarding Merchant’s Promo

Update Fan Base on up coming events, special invites or relevant news

Give constructive Advices or suggestions to customer regarding CARDS/Banks Matters

Wish Fan Base Happy Birthday, Anniversay, etc

How We can use Social Media : Twitter

TwitterShout out promotions, events or special invites

Handle complaints

Branch/Products direction giving

Blasting out Merchant’s special promo

Give information regarding MBB/Bank/Financial matters

#hashtag for different promo

How We can use Social Media : YouTube

YoutubeCollection of all Maybank Adverts

Collection of all Events i.e : Malaysia Maybank Open, Bii Bali Marathon, etc

Tutorial Videos of “HOW TO” i.e Open bank account, operates ATM, etc

How We can use Social Media : Instagram

InstagramTo promote Branch i.e : Cleanest, fastest, most alert security guard, etc

To capture Best Smiling Staff Contest i.e #Mbb_Ampang

Run tactical campagin i.e: Find the hidden Tiger in JLN AMPANG, Capture the coldest Tiger, etc

How We can use Social Media : Podcast

Itunes/Podcast

Whitepapers in Audio format Financial Matters Interviews Maybank News

How We can use Social Media : LinkedIN

LinkedinMaybank Staff updates i.e. Changing of directors, executivesStaff Engagement Updated Resume for MBB to hire

How We can use Social Media : Bloggers

Bloggers (Local/International)Engage Bloggers to write about MBB Products, usages, experiencesBloggers to Dine at Merchant’s F&B and be seen using MBB CARDS for merchant’s PromoBloggers as Brand Ambassador to help promote MBB Products

How We can use Social Media : Danial Ariff

The Danial Ariff ProjectWho is Danial Ariff

The name that is on every single Maybank cards is totally anonymous to publicPublicize this mysterious man, as the best advocator for MBB

Danial Ariff is ListeningHave people write to Danial Ariff and He’ll response

Treats Fair Social Media Engagement

Using Treats Fair to increase BaseInstant Login via Ipad to customers FB and Like our FB

Gets Vouchers, treatspoints, etc

Run Treasure Hunt Campaign to request Participating Customers to ; Instagram Lo Hong Ka’s most expensive Birdnest Tweet the location/dressing/name of our Mysterious Maybank Man “ Are you Danial

Ariff?”

Identify Which Bloggers Writes what?Engage Ambassador Bloggers to participate in AuctionAuction Off Ambassador Bloggers to “Lunch”

What do we want to accomplish– Increase “Likes”

– Compile comments (good/Bad) as case study to improves

– Audience Engagement– Listen and fulfill– Handle unhappy customers– Yearlong promo via Social Media– Tactical promotion for low season

– All MBB Postings to have 200 + Shares

How can we measure our results– Count “likes”

– Count Comments

– Count Views

– Shares (fb & youtube)

Cross Pollinate social media channels

– Use youtube to feature twitter– Use Twitter to announce promo on Main site– Facebook to compile all likes

Win Online Awards for

– Innovations–Multitude of Likes/Talk&Discussion – Security

Competitive position if use Social Media Pros & Cons

Pro– Free feedbacks– Direct Communications– Cheaper alternatives to printed

media– News Spread Faster and more global

than other Media– Promotes Behavioral change i.e

buying, choosing, etc–Maybank brand awareness

Pros & Cons

Cons– Unmonitored feedbacks– Lack of privacy– Reduce human factor– Repercussion of mistakes are virals

What MBB CARDS Can do for customers

Co-Brand Social Media Card that gives Cardholder ;– Discounts and special Deals for online purchase– Promote online shopping via MBB E-commerce merchants– Subscription to Whitepapers, Videos, Musics, Recipe, etc– Access to online social games – Online Card Access to check location in case of lost card, monitor children, etc– Cardless purhase i.e via mobile apps (only to Social Media Cardholder)– Level up On Cards upon hitting quota in spending , i.e for next 24 hours, all

spending will get x5, x10 Treatpoints.

Many Other Social Tools Tumblr

Pinterest

Webo

Bebo

Ayoda

Couchsurfing

Foursquare

Kakao

Whatsapp

Friendster

Myspace

Multiply

MOL

Tencent QQ

Skype

Google +

LINE

Dropbox

Sina Weibo

Flickr

Some Social Media Statistics 2013