Briefing from the Social Media Front
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Presented to attendees of COCC's 2013 Client Conference.
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Briefing from the Social Media Front
- 1. Briefing from the Social Media Front Kristin Sundin Brandt Sundin Associates, Inc.
- 5. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial Pew Internet: Social Networking http://pewinternet.org/Commentary/2012/March/Pew-Internet-Social-Networking-full-detail.aspx 67% of online adults use social networking 67% of online adults use social networking
- 6. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial Who is using social media anyway? http://www.thesocialworkplace.com/2013/02/28/whos-using-social-media-anyway/
- 7. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial Google+ Overtakes Twitter as 2nd Most Popular Social Network in US http://dashburst.com/google-trumps-twitter-report/ 49.5% | 56% 24.5% | 26.1% 15.5% | 16.9% 14.4% | 14.2% 4.8% | 21.9%
- 9. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial DouglasWray - http://instagram.com/p/nm695/ BlogBlog VineVine SnapchatSnapchat My extended thoughts on donuts My extended thoughts on donuts A 6 second video of my donutA 6 second video of my donut An inappropriate picture of a donut I’d like you to lose An inappropriate picture of a donut I’d like you to lose
- 11. ©2012,SundinAssociates©2013,SundinAssociates StateofSocial Source: 2012 J.D. Power and Associates US Retail Banking Satisfaction Study. © 2012 J. D. Power and Associates. The McGraw-Hill Companies, Inc. All Rights Reserved. Reproduction Prohibited
- 12. ©2012,SundinAssociates©2013,SundinAssociates Product Promotion The New Social Etiquette for Capturing the Online Consumer http://blog.ness.com/Portals/72124/docs/FS_Social_CRM_WP_042911.pdf 40-45% get advice on and make decisions about investments, loans and retirement. 40-45% get advice on and make decisions about investments, loans and retirement. Social media users purchase up to 25% more financial products than consumers who don’t use it. Social media users purchase up to 25% more financial products than consumers who don’t use it.
- 21. ©2012,SundinAssociates©2013,SundinAssociates Behindthe Scenes Average Facebook user has 245 friends Average Facebook user has 245 friends The Average American Knows 355 More People Than She Has Facebook Friends http://www.theatlanticwire.com/technology/2013/02/real-friends-vs-facebook-friends/62310/
- 22. ©2013,SundinAssociates Behindthe Scenes “… the Red Sox have just climbed back to . 500 ball. The only saving grace is that we met the Yankees coming down..” “… the Red Sox have just climbed back to . 500 ball. The only saving grace is that we met the Yankees coming down..”
- 25. ©2012,SundinAssociates©2013,SundinAssociates What’sNew “I used to have pride when I would see my hometown name on signs of such a successful business.” “I used to have pride when I would see my hometown name on signs of such a successful business.” “To me, it just reflects the fact that NSB is getting too big and overexpanding.” “To me, it just reflects the fact that NSB is getting too big and overexpanding.”
- 26. ©2012,SundinAssociates©2013,SundinAssociates What’sNew “I like the name change! I trust you to do my banking so if you want to change the name, I fully support you!” “I like the name change! I trust you to do my banking so if you want to change the name, I fully support you!”
- 27. ©2012,SundinAssociates©2013,SundinAssociates CustomerService State of the Media: The Social Media Report – 2013 http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2012-Reports/The-Social-Media-Report-2012.pdf 47% of social media users engage in social care. 47% of social media users engage in social care. One in three social media users prefer social care to contacting a company by phone One in three social media users prefer social care to contacting a company by phone
- 28. ©2012,SundinAssociates©2013,SundinAssociates CustomerService State of the Media: The Social Media Report – 2013 http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2012-Reports/The-Social-Media-Report-2012.pdf • Facebook | Company’s Page – 29% • Official Company Blog – 15% • Twitter | Company’s Handle – 13% • YouTube | Company’s Channel – 12% • Facebook | Company’s Page – 29% • Official Company Blog – 15% • Twitter | Company’s Handle – 13% • YouTube | Company’s Channel – 12%
- 34. ©2012,SundinAssociates©2013,SundinAssociates CustomerService “Some users may be able to access Online Banking at this time, however, access remains intermittent. We appreciate your patience.” “Some users may be able to access Online Banking at this time, however, access remains intermittent. We appreciate your patience.”
- 35. 39,220 following39,220 following 37,501 followers37,501 followers ©2012,SundinAssociates©2013,SundinAssociates CustomerService
- 44. ©2012,SundinAssociates©2013,SundinAssociates Product Promotion Facebook users who live within 10 miles of Central Village, CT, Danielson, CT, East Killingly, CT, Jewett City, CT, Killingly Center, CT, Preston City, CT, South Killingly, CT or Preston, CT, age 18 and older, who are not already connected to Jewett City Savings Bank 71,280
- 47. ©2013,SundinAssociates Whatarethe risks? “You should help at the food pantry...that’s where all your customers are going to end up!” “...u are a piece of sh**.” “Screw you.” “I bank at ... here in Mountain Home, Ar. We've got the best.” “My account number is...” “I have a love/hate relationship with...” “After 30 years as a customer I wish there was a dislike button for the company.”
- 49. ©2013,SundinAssociates Whatarethe risks? Here’s A Photo That May Change Your Mind About Having Taco Bell For Lunch Today http://consumerist.com/2013/06/03/heres-a-photo-that-may-change-your-mind-about-having-taco-bell-for-lunch-today/
- 50. ©2013,SundinAssociates Whatarethe risks? keyinfluencer True confession but I’m in one of those towns where scratch my head and say “I would die if I had to live here!” keyinfluencer True confession but I’m in one of those towns where scratch my head and say “I would die if I had to live here!”
- 54. ©2012,SundinAssociates©2013,SundinAssociates Isitrightforyou? Social Media Word Cloud http://collaborativeservicesinc.wordpress.com/2013/05/16/a-more-intelligent-word-cloud/url30/