Seminar Part One: Integration or Isolation?

Editor's Notes

• #4: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #5: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #11: MSh
• #12: MSh
• #13: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #14: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #23: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #24: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #25: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #26: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #27: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #28: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #29: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #30: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #31: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #32: In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
• #34: RM is all around us so much that we don’t really even question it any more. Youtube now a synechdoche for video in general, and that’s what we’ll be focusing on. Our report shows that most people are using video without question, but integration is lacking (as will be a theme throughout this morning)
• #35: http://www.youtube.com/watch?v=kEeoD2r0inE – was going to start with this exciting example of rich media use by Skandia – who wants to watch 17 minutes of terms and conditions?
• #36: Is this any good
• #37: Actually we can probably do better, and here’s three ways
• #38: 1/3 build trust. Internet/digital comms can make us suspicious, and in the financial sector even more so. We want to be convinced. Show them the whites of your eyes
• #39: Updates every morning. Nice and simple and well used (see stats)
• #40: https://www.youtube.com/watch?v=iMvicTIF974 banking with ING can be “as easy and enjoyable as buying a cup of coffee” (so says the CEO) – a real commitment and a real face
• #41: Podcasts/thought leadership from JP Morgan – minimise risk, doing business in australia. Straight from the experts.
• #42: 2/3 show people how to/do it yourself
• #43: Massive increase in how to search terms. Imagine the kind of nonsense you receive from searching “mortgages” vs “how to plan for my mortgage”. Searchers have become more sophisticated and producers are responding to that
• #44: Investopedia – demystifying the process
• #45: “Impartial” advice from Lloyds – “Mortgages explained”. This channel also promotes their brand identity and picks up on their TV campaign. But it doesn’t do this in isolation – it is one part of a wider things that generates…
• #46: 3/3 bees. Or buzz
• #47: Kiwi bank switch campaign – big budget, CoD inspired craziness, but all fully integrated and an incredibly seamless transition from rich/social media to branded transactional pages – feels like an experience, also integrates seamlessly with their facebook page to promote the experience (and custom) to your friends
• #48: And where you end up – fully integrated. Isn’t this a better experience than Zopa?
• #49: http://www.youtube.com/watch?v=m3MT59zc6Ms&list=UUW1pPkl39VQHvSUE72ayF-Q&index=8&feature=plcp– doesn’t have to be big budget investment in digital, as this interactive video from Time to Change mental health charity shows
• #50: http://www.youtube.com/watch?v=ZEYLalzacyU – commonwealth bank AR app interacts with newspaper ad to show features of their property guide app. Pretty flashy
• #52: Hello, {WHO AM I}I want to give you an overview of what social media and blogging is, why it should be important to you as well as some best practice and tips to take away.It’s a convoluted path we tread into the social world, and there is no such thing as instant success. Before I continue I too have a warning…. Not bees. Something far worse….. ZUCKERBERG!
• #53: In some teenage girls, a word spoken in between each word in a sentence. A meaningless word used in teen-age American speech which may indicate, among other things a gap in thinking or brain functioning; a contemporary equivalent of "uh" or "um".
• #54: Published Journal, normally a series of discrete entries by an individual (or small group) themed on a certain single subject.
• #55: Launched in 2005Internet Based Social Lending - allowing people who have money to lend it to those who wish to borrowThefirst peer-to-peer lending company and acts as the "man in the middle", facilitating the loans process. As of April 2012, Zopa had lent £190m, and over £200m by May 2012, with the total ever increasing, almost exponentially.Over 5,000 people each month
• #67: So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
• #68: So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
• #71: So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
• #73: Really sums up the change in mindset
• #74: ....But which to use for what?
• #75: ....But which to use for what?
• #76: Source: The AustralianTWITTER and Facebook are emerging as the call centres of the future, as brands employ professional conversationalists to engage directly with their customers via the medium.Media giant Aegis, in a prime example of the shift in communications power to social media, has formed a division, AegisLISA, to monitor the platform and act as hired brand advocates on it.The company is hiring what it describes as "highly skilled social media conversationalists" to staff the unit.Chris Luxford, president of Aegis Australia, said the agency was putting on dozens of skilled staff to act for clients as the voice of brands in social media."A lot of organisations send out bland commentary but social media is all about personality and people don't want a canned response," said Mr Luxford, who did not disclose the division's clients. "It's also about being proactive rather than reactive."Research suggests that consumers are becoming more attuned to seeking answers about issues with brands through social media, rather than navigating their way through a call centre phone menu.Julian Ward, managing director of social media specialist agency We Are Social, said the provision of the service was central to the new breed of social media agencies now appearing."It's a role that we perform for many of our clients, like an advertising agency might produce communications for their clients," Mr Ward said.But he said so-called conversational marketing was a fine balance between merely answering questions and providing a more engaged relationship with consumers."The ability to actually maintain attention with a consumer is immensely valuable, especially when other channels are less able to do this," he said."The challenge is crafting a content and editorial strategy that holds value and continues to intrigue and engage those on the receiving end. As a brand, do you want to answer customer questions or do you want to be the most talked about and engaged brand within your category?"James Griffin, co-founder of social media specialist SR7, said the opportunities of engaging with customers instantly via social media outweighed the risks.Social media allowed companies to reduce the need for customers to use call centres for simple issues. They also engaged customers to help one another, a model already adopted by computer giant HP."I think it is a brilliant insight into what the future is going to look like," Mr Griffin said."If you address a concern on Twitter or Facebook, you don't have to answer that call 10 times in a row in a call centre."Recent research by KPMG suggests that the ASB Bank's decision to open the world's first Facebook bank has resulted in customer service costs 48 times less than a traditional call centre.The report says the perceptions of social media's effectiveness was massively below the actual outcomes for relationship cultivation and public profile.
• #77: Blog is your opportunity to put your best foot forward - show yourself in the best light And get the benefits of Search Engine Marketing.Brand Building.Competitive Differentiation.Relational Marketing.Exploit the Niches.Media & Public Relations.Position You as an Expert.Reputation Management.All at a low cost
• #78: Twitter requires a different mindset- Openness Transparency Conversational (not sales first)
• #80: Robert Phillips – Edelmen/Reuters 2010Should Trust appear on your balance sheet?
• #81: ....But which to use for what?
• #83: http://thefinancialbrand.com/21626/wedbush-securities-approves-social-media-for-all-staff/
• #84: www.mallowstreet.com is a community for pension fund trustees, corporate sponsors, pensions managers, secretaries, actuaries and consultants. Through online connections, blogs, forums, videos and resource libraries, mallowstreet brings this community together with the providers of products and services to pension funds