Use case Engagor Day Belfius
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How is Belfius handling messages on social media?
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Use case Engagor Day Belfius
- 1. SOCIAL MEDIA MONITORING @ BELFIUS Bruno Peeters, Belfius Bank Engagor Day 28/02/2013
- 2. Agenda Where do we come from How are we handling social media mentions @ Belfius Lessons learned 2 28/2/2013
- 3. Where do we come from Fall 2010 Dexia Study leading to the choice of a social media monitoring tool Dedicated social media monitoring tools Press coverage tools with social media add-on Criteria Worldwide coverage : Belgium, France, Luxembourg, Turkey, … Multi-lingual, especially Turkish Focus : listening 3 28/2/2013
- 4. Where do we come from Fall 01/2010 2010 Dexia SM2 SM2 from Alterian used by Dexia Focus : listening Used in Belgium and France 4 28/2/2013
- 5. Where do we come from Fall 01/2010 10/2011 2010 Dexia Dexia Bank Belgium SM2 Financial crisis leads to break up of Dexia Group Dexia Bank Belgium becomes 100% state-owned bank Focus : still listening Split of Dexia Group has to be prepared 5 28/2/2013
- 6. Where do we come from Fall 01/2010 10/2011 03/2012 2010 Dexia Dexia Bank Belgium Belfius SM2 New name “Belfius” announced on March 1, 2012 Lot of buzz Focus : listening + interactions 6 28/2/2013
- 7. Where do we come from Fall 01/2010 10/2011 03/2012 Spring 2010 2012 Dexia Dexia Bank Belgium Belfius SM2 Study for a social media monitoring tool Criteria Primarily Belgium Dutch, French, English Listening + interactions 7 28/2/2013
- 8. Where do we come from Fall 01/2010 10/2011 03/2012 06/2012 2010 Dexia Dexia Bank Belgium Belfius SM2 Engagor Belfius starts to use Engagor 8 28/2/2013
- 9. Agenda Where do we come from How are we handling social media mentions @ Belfius Lessons learned 9 28/2/2013
- 10. How are we handling social media mentions 10 28/2/2013
- 11. How are we handling social media mentions 11 28/2/2013
- 12. How are we handling social media mentions 12 28/2/2013
- 13. How are we handling social media mentions 13 28/2/2013
- 14. How are we handling social media mentions 14 28/2/2013
- 15. How are we handling social media mentions 15 28/2/2013
- 16. How are we handling social media mentions 16 28/2/2013
- 17. How are we handling social media mentions 17 28/2/2013
- 18. How are we handling social media mentions 18 28/2/2013
- 19. How are we handling social media mentions 19 28/2/2013
- 20. How are we handling social media mentions 20 28/2/2013
- 21. Some insights Total number of mentions since July 1, 2012 21 28/2/2013
- 22. Some insights Commercial versus Corporate 22 28/2/2013
- 23. Some insights Webcare mentions 23 28/2/2013
- 24. Some insights Webcare mentions 24 28/2/2013
- 25. Agenda Where do we come from How are we handling social media mentions @ Belfius Lessons learned 25 28/2/2013
- 26. Context is important Bank products Company Account New name Loan Financial results Insurance … … Employer Services Subsidiaries Belfius Mobile Apps Belfius Direct Net Part of the “system” … Location : e.g. Foursquare Sponsoring … Club Brugge Basket Mons + Namur Local Team Spirit … 26 28/2/2013
- 27. Rules of engagement Define rules on when and how to react on mentions Many examples available : US Air Force, Dell, … Sometimes it is better to not react! Some mentions do not fit 100% 27 28/2/2013
- 28. Process view Fix Set up Monitor Choose Set up objec- organi- using React Report tool(s) tool(s) tives sation tool(s) 28 28/2/2013
- 29. Some questions you should ask yourself What is being said about you ? What do you want to do with the information ? Who will be responsible for which tasks ? What will be the role for collaborators ? How to make the difference ? 29 28/2/2013
- 30. QUESTIONS ?
- 31. Bruno Peeters Belfius Bank bruno.peeters@belfius.be www.facebook.com/Belfius twitter.com/Belfius youtube.com/BelfiusBe www.linkedin.com/company/belfius