Kiosk & Display provides digital signage, interactive kiosks, and content management services to inform and connect customers. They create engaging branded content and support clients' messaging needs 24/7. Founded in 2001, Kiosk & Display continues using results to define successful digital signage and kiosk solutions. They work with clients to deliver expertise, products, and software to achieve clients' goals.
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Kiosk and Display - Social Signage Boot Camp Presentation
1.
2. Engaging, branded content, planning and support.
Kiosk & Display delivers digital signage, interactive kiosks and content that
creates opportunities to inform and connect with customers. Kiosk & Display
also provides content management and support to ensure your message stays
fresh and your system monitored 24/7.
Kiosk & Display was founded in 2001. Today we continue to use results to define
great digital signage, successful interactive kiosks. Working with Kiosk & Display
clients define success and we provide the expertise, content, products, services
and software to deliver results.
3. Langdon Andrews
Langdon Andrews is Vice President of Business Development at Kiosk &
Display. He has played a prominent role in defining the trends &
challenges for the financial services retailing market.
Prior to joining Kiosk & Display, he was a Partner at Semaphore Inc. a
retail design firm. His client work included Machias Savings Bank,
Hanmi Bank, Beneficial Bank, Bank of Marin, Advantage Bank and
Amalgamated Bank. He is graduate of the ABA School of Bank
Marketing and Management.
4. Sharon Klocek-Ibbotson
Sharon Klocek-Ibbotson is the Creative Services Team Leader at Kiosk
& Display. She has been the energizing force in making bank content
relevant to customer and she has also been instrumental in bringing
social media to the in-branch digital display.
Prior to joining Kiosk & Display, she was a interactive media leader at In-
Seitz, Inc. were she pioneered creative digital media and interactive web
media. Later she was a managing partner at BizBuzz Interactive were
she led the creation of animations for Eastman Kodak and Bausch &
Lomb, Inc.
Her client work also included The Coca-Cola Company, and Xerox
Corporation. She is a graduate of the Rochester Institute of Technology.
Her bank industry client work includes, Wachovia, Flagstar Bank, M&T
Bank, Machias Savings Bank, Beneficial Bank, and Amalgamated Bank.
6. Getting Started
Why Social Media???
new home of conversation
Why digital Social signage ???
7. Getting Started
Why Social Media???
new home of conversation
Why digital Social signage ???
fresh content shows
confidence
educates
transparency
8. Getting Started
Why digital Social signage ???
ABA social speaker, digital strategist
Virginia Miracle, Ogilvy PR
“[re: bank social signage] interesting!...
yes... if active” (must have social value)
14. Getting Started
Goals & Objectives
Social Media Use
1) community building
2) product research
3) customer service
4) marketing & promotion
5) transparency (trust building)
15. Getting Started
Goals & Objectives
Social Media Use - First Federal
1) community building
2) product research
3) customer service
4) marketing & promotion
5) transparency (trust building)
16. First Federal
Getting Started
60 days
Goals & Objectives
1) Community Building:
Increase the number of followers Twitter and or Facebook followers tied
into the local Cullman Community.
measurable: Twitter and or Facebook follows increase from less than 25
to 3-5% of the total number of bank customers (4,000 plus customers)
2) Marketing & Promotion:
Create social opportunities for nancial conversations with customers.
measurable: Capture 10-15 nancial based conversations on bank Twitter or
Facebook, created by customers or potential customers.
17. First Federal
Getting Started
60 days
Goals & Objectives
3) Customer Service:
Create an opportunity to address customer service issues with
social media.
measurable: Capture 10-15 customer support conversations on bank
Twitter or Facebook, created by customers or potential customers.
18. First Federal
Getting Started
60 days
Implementation
- Social Media Policy & Compliance
- Profile & Presentation Polish
- Getting Followers
- Knowing What to Say
- Measuring Results
19. First Federal
Getting Started
60 days
Implementation
- Social Media Policy
Educate: 3 R’s for employees and social reps
(representation, responsibility and respect) on
social media sites
- Compliance
Decide: if your social media txt will include product
info that requires disclosure statements - like print.
Social disclosures will require a link - not the full disclosure.
These disclosures need to be documented.
(check our Facebook site for suggestions
on monitoring software)
20. First Federal
Getting Started
60 days
Implementation
- Profile & Presentation Polish
Edit: Polish site look, improve keyword search of profiles
and value statements. Also ad hours & privacy statements.
(before)
(before)
21. First Federal
Getting Started
60 days
Implementation
- Getting Followers
Goal #1:Community Building
Campaign: Follow Us, Give Back Campaign
1st 100 to join (fan us on Facebook) - get $25 donated to
favorite school, church, charity or social network.
4 weeks - each week the 1st 25 new fans are
awarded donations to maximize buz about
the campaign.
22. First Federal
Getting Started
60 days
Implementation
- Knowing What to Say
Goal #2: Marketing & Promotion
Key Point: This is NOT a push media.
Not a push of product.
Not a push for marketing messages.
Listen, listen, ask, respond, share, service...
(repeat)
Humanize the experience.
28. Getting Started
60 days
Implementation
- Knowing What to Say
Goal #2: Marketing & Promotion
29. First Federal
Getting Started
60 days
Implementation
- Knowing What to Say
Goal #2: Marketing & Promotion
Campaign Ideas:
Video (YouTube) Contest - What are you saving for?
Shared Business - Business Re-tweets / Share
30. First Federal
Getting Started
60 days
Implementation
- Knowing What to Say
Goal #3: Customer Service
Campaign Ideas:
Do a nice thing today.
How are you today?
31. First Federal
Getting Started
60 days
Implementation
- Knowing What to Say
Goal #2: Marketing & Promotion
Campaign: How are you today?
Ask customers weekly questions about what they care
about to foster conversation. Follow-up with related in-
branch activities, helpful comments or understanding.
What is your favorite pet name? Justin in accounting just got a puppy.
What is the hardest part of your day? We need coffee to... (3 r’s reminders)
What is your biggest expense? Staff poll says groceries... (include privacy reminders)
How can we help you bank better?
32. First Federal
Getting Started
60 days
Implementation
- Knowing What to Say
Goal #2: Marketing & Promotion
Campaign: Do a nice thing today.
Weekly Ask customers... Do something nice today?
Follow up with what bank / staff did to be nice.
Close with...
“We like being nice. How can we be nice to you?
33. First Federal
Getting Started
60 days
Implementation
- Measuring Results
Tools: Measure before, after - ongoing
85% don’t know there are tools - no clue of success
Tools range from free to mostly free to enterprise class
34. First Federal
top tools: Radian6, Sysomos
nearly free tools: Trackur, Post Rank Getting Started
60 days
35. Look at how your bank approaches their market
and works to develop new relationships.
That is Social Media.
Listening To Customers, Acting On Conversations
Organization and Event Sponsorships
History in the Community
Helpful, Special Expertise – Small Business, Insurance
Engage customers with a personal relationship.
36. CONTACT INFO
Langdon Andrews Sharon Klocek-Ibbotson
404-551-3118 404-551-2118
langdon@kioskanddisplay.com content@kioskanddisplay.com
www.kioskanddisplay.com www.kioskanddisplay.com
For updates, ongoing ideas & questions:
fan us on : Kiosk and Display
follow us on : Langdon Andrews
Notas do Editor
Welcome
Kiosk & Display: Engaging kiosks and digital signage, branded content, planning and support.
Langdon Andrews is Vice President of Business Development at Kiosk & Display. He has played a prominent role in defining the trends & challenges for the financial services retailing market.
Prior to joining Kiosk & Display, he was a Partner at Semaphore Inc. a retail design firm. His client work included Machias Savings Bank, Hanmi Bank, Beneficial Bank, Bank of Marin, Advantage Bank and Amalgamated Bank. He is graduate of the ABA School of Bank Marketing and Management.
Sharon Klocek-Ibbotson is the Creative Services Team Leader at Kiosk & Display. She has been the energizing force in making bank content relevant to customer and she has also been instrumental in bringing social media to the in-branch digital display.
As traditional media become less and less effective. Social Media has become the place to have conversations with customers.
As traditional media become less and less effective. Social Media has become the place to have conversations with customers.
... new home of conversation.
Too often digital signage is ignored because of stale content. Delivering tweets and messages on screen to the branch ensures that your messages will be heard and encourages your customers to join the conversation.
Sharon - Thanks joining me online today. I have been fired-up about Social Media and Digital Signage since the last ABA Marketing Conference.
That is where I heard ABA Social Media speaker - Virginia Miracle, Ogilvy PR. I asked her about putting social media posts on digital signs inside branch lobbies? She answered “interesting!... yes... if active” (must have social value). So we were very fired up, came back to our offices and look at our client base for customers who were doing social media and help them get it on screen.
Here is a sample of what an active twitter account might look like on your digital signage. We can do this for Twitter or we can do this with Facebook when Facebook is linked through to your Twitter account. (This is a free application feature in Facebook).
We found - many marketing groups (like many of you from our survey) are struggling with social media. So we decided to help.
So we started a Social Signage Readiness Project and chose First Federal of Cullman, AL as our first digital signage customer to help.
First Federal has been a customer of ours for more than a year and enjoyed bringing their clear sense of brand and communication to life on screen.
We love that they use topics close to customer hearts. This is a great example of their Kids Savings Account promotion.
To help keep content fresh in tight budget times, we built them a custom message screen they update from their desktop as often as they wish. (screen)
When we saw that they had a serious effort to get out there in Social Media - we contacted them about brining social media to screen.
The only problem was - like some of you - no one was listening yet. First Federal had put most of their efforts into blogs but was not please with it’s traffic and frustrated by the lack of participation. They had gotten out there onto Facebook and Twitter but had not yet concentrated on getting fans and followers. Unsure about how to generate the followers and challenged by what to do for content.
We offered to help and started with defining the goals and objectives.
We identified 5 general uses of social media and asked First Federal what they wanted to focus on. (screen)
First Federal chose... (screen)
So these are the goals we set with First Federal. (screen)
(screen) Now that we have a starting point - we developed an implementation plan.
Our implementation covers... (screen)
Part of our implementation is the education of First Federal staff (both employees who use social media personally and First Federals social reps). Those using social media personally and as reps need to know what the rules of engagement are when they choose to talk about the institution, it’s products or employees. (screen 3-R’s)
Compliance comes into play when financial institutions choose to talk about products with keywords (we call them trigger words) that require a disclosure. First Federal Cullman decided to take conversations about product specifics offline and avoided compliance requirements. If they wished to go down this route we would have suggested a database that would track keywords to disclosures and explored the possibility of desktop and phone apps to make keyword ID requiring discloses easy to identify on the fly and instantly link.
Profile & Presentation Polish - site look, improve keyword search of profiles and value statements. Also ad hours & privacy statements. (screen)
(screen)
(screen) Fostering conversation - will often lead to sales, but it should never smell like a sales effort. (Guy in the room.)
When we listen - listen some more, ask, respond, share and provide service.... we add value and if we can do it with a personal touch we humanize the experience.
Optional Note: Don’t forget the human part. (Side note: How many users of Facebook have recently gotten updates about friends doing farming (barn raising, tracker awards) or jungle room updates? These auto update can be fun if you are playing the game, they can be automatically generated noise. Far less human touch than an update from a friend or colleague.
Examples: Inbound Marketing
This is a great example of a way for your social media to be a central spot for community events. I would love to see financial instituations get out there and find or fund a group to do these community updates - with links back.
One of our customers - Androscoggin Bank has a convert venue sponsorship that keeps their name and connections. We think this idea when linked to the banks main social site with some crossover promotion would extend their reach.
(screen) Re-use classic media. Example Greylock Federal Credit Union.
Surprise at number of classic commercial and media fans out there. (sitter reference)
Great example of a bank sharing about it’s community investment in schools.
Create excitement by encouraging community talent. (screen)
(screen) Here is an example of a Credit Union Association that awarded $5,000 for the best video promoting credit unions. (Posting sample links on Facebook over the next few days)
(screen) So for First Federal’s Marketing & Promotion goals we liked the idea of fostering talent as another content generation plan.
We recommended a YouTube contest - What are you saving for? video by customers.
Also, we really liked the idea of supporting the banks business customers by finding customers who are generating good social media and re-tweeting / sharing about them.
For First Federals Customer Service Goals we like a Do a nice thing Campaign and a How are you today campaign.
(screen) We will of recommend that First Federal listen and adjust our questions to match what is going on with customers.
We felt that the question were important since for it is easier for customers to respond to questions and ideas then to generate one on their own.
(screen) In this effort we are trying to appeal to people who like to help. They are good examples and customers and if engaged can become a independent spokes person for your bank.
(screen) Need to measure. Need the right tools.
(screen) Need to measure. Need the right tools.
note: I will be posting links Facebook page to these monitoring review sites for anyone who would like more information.
In closing... (screen)
It is after all - social.
For updates, ongoing ideas & questions: fan us on Facebook - search kiosk and display
or follow Langdon Andrews on twitter