This is one of the four videos I shot at the excellent Online Banking: the e-volution event by EFMA (Paris, 12-13 May 2011).
This is my first interview with Constantinos (Costas) Klimis, Senior Innovation Manager at National Bank of Greece.
Costas conducted a report on digital strategies and the use of social media in the European Retail Banking industry, with a key focus on Innovation in regards to customer relations (clients and prospects).
Costas' team used the same sample as used in a previous report from EFMA about innovation in Retail Banking.
Interview with Costas Klimis, Senior Marketing Manager at National Bank of Greece
Please find below my catch up interview with Costas.
Agenda
- Key results from NBG's study (00:15)
- Insights from Western & Central Europe and CIS (01:01)
- Social media presence vs engagement (02:00)
- Why is CIS a bit behind in terms of activity (03:12)
- Can banks emulate a Dell or a Starbucks? (04:03)
- Collaboration platforms are good, as long as you communicate (05:12)
- The importance of experimenting (06:02)
- Social media & innovation in Greece (07:00)
Working Together
We at Visible Banking would be delighted to help you and your team better UNDERSTAND and LEVERAGE social media in a strategic yet pragmatic way.
So please don't hesitate to call me (0044 7736 446 357), send me an email ([email protected]), or DM me (@Visible_Banking) to book a meeting and talk about twitter, facebook, customer reviews, social media & social commerce in banking, financial services and insurance.
Related articles on Visible-Banking.com
* All my posts related to Twitter
* All my posts related to Facebook
* Crowdsourcing - The Wepad Project by Italy's Webank
* Crowdsourcing - The Standard Chartered Team Keeps Innovating
* Visible Banking Directory: Social Media in Financial Services
* Visible Banking Social Media Watch Series (Twitter, Facebook, Blogs)
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10 Key Stats from the Optix Solutions Social Media Survey 2010 (UK)
On Monday, I came across one this tweet from Chris Brogan:
@Chrisbrogan: I helped with this social media survey, if you're interested in the results - http://ow.ly/364w6.
That is how I found out about the interesting Social Media Survey 2010 from Optix Solutions in the UK.Contributors - Experts
Optix did a great job involving some of the best thought leaders in the space, based in the US:
* Chris Brogan, President and CEO at Human Business Works
(linkedin, twitter, blog)
* Scott Gould, Co-founder at Like Minds
(linkedin, twitter, blog)
* Olivier Blanchard, Principal at BrandBuilder Marketing
(linkedin, twitter, blog)
* Trey Pennington, Agency Principal at Trey Pennington, LLC
(linkedin, twitter, blog)
And a couple of social media experts from the UK:
* Julian Summerhayes, Social Media Consultant at Julian Summerhayes
(linkedin, twitter, blog)
* Garry Mackay, Partner at Ashfords LLP
(linkedin, twitter, blog)
It will guarantee a great level of buzz online, and a significant increase of the number of followers for @OptixSolutions and traffic to the survey page. I invite you to check the conversation on twitter, using the hashtag #smsurvey.
Contributors - Respondents
The most popular sectors for respondents were Media, Creative, Marketing, PR and Advertising, followed closely by Management, Non Profit, IT, Recruitment and Retail. 51% of respondents reported having less than 100 customers, while 49% reported having over 100 customers, reflective of the power Social Media has to engage with audiences of all sizes.
I find it excellent that Optix shared the contact details for a fair number of respondents. It demonstrates the importance of being as open and transparent as possible, and how critical it is to reward people for their contribution, here by giving them more visibility.
Not surprisingly, most of the respondents work for small businesses. It is a shame so few large organizations took the time to take part to this initiative. I would love to find out which large UK companies are represented there.
Key Results
On Visible Banking, we keep track of social media in Finance (banking, financial services, insurance), monitoring over 2,400 initiatives launched by financial institutions in 65+ countries on twitter, facebook, youtube, blogs.
Banking concerns every single individual and company, in B2C, B2B, B2B2C, and our team are always keen to better understand how our clients' clients are embracing social media. And in this case, we are also a SME which happened to be based in the UK! ;)
SMEs Need Social Media
I have always insisted on the importance of social media for small businesses. Even though it is true that small companies have a lower cost structure, they also have a limited marketing budget and limited resources. Most of them don't have a proper marketing function. It is critical for them to build their reputation and generate qualified leads in a cost effective way.
Entrepreneurs haven't much time left at the end of the day, but they are prepared to spend time online as long as they understand the value of the service, and they are rewarded for their contribution. This is precisely why linkedin is so successful and useful and why professionals are prepared to spend significant amount of time updating their profile, inviting their contacts, responding to questions. They expect to build their reputation and create opportunities for themselves and for their company.
Online Communities for SMEs
In the last three years, most of the online communities launched by financial institutions all over the world targeted the entrepreneurs and the small businesses:
* Fortis' Join2Grow.biz (launched in 2007, and offline since January 2009),
* Bank of America's small business online community,
* American Express' OPEN Forum,
* ANZ's The SB Hub,
* ABN AMRO's flametree (offline since January 2010)...
My Comments
Please find below our selection of 10 of the key findings from the study.
* 75% spend under £500 per month for social media
It seems like a small number, but we are talking about SMEs. Moreover, I believe it doesn't include time allocated to monitor and produce content.
* 74% don't have a social media policy for staff
Again, most of the companies represented in this survey have less than 10 employees. Let's not find the best ways to slow social media adoption. Formal guidelines and policies are needed, but in much larger organizations.
* 73% linkedin, 57% facebook, 57% twitter (up to 1h spent on, every day)
Those figures show that 1. most of the respondents work for SMEs, 2. a huge proportion of the respondents are focused on identifying good prospects and building new client relationships. We are talking new business here. Linkedin is a goldmine of contacts, and could become your most precious lead generation tool, as long as you use it well and you know how to connect with fellow networks you have never met before.
* 71% lack of resource time (main reason for not participating)
I personnally believe that social media is not necesseraly a full time job. Start with the basics such as setting up basic processes and alerts for online conversation monitoring, build a presence on popular networks such as twitter or facebook, grow your network on linkedin after every single business meeting.
Yes, it takes time to reach a critical size and better understand how to commmunicate on those new channels.
* 60% use social media to find new customers
Again, I can't help to think that this proportion should be bigger. Indeed, most companies I came across see social media as a great way to sell more products and services. It is not the right way to apprehend social media at all.
Interacting on communities such as twitter or facebook gives companies, big or small, a perfect opportunity to support their clients via some active listening, turn angry customers into brand advocates and change brand perception, increase customer advocacy, improve your products... Eventually, yes eventually, you will drive more business. More business not only from new client relationships, but from your existing client base.
* 57% have started using social media in the last 12 months
It doesn't come as a surprise. Companies must start embracing social media asap. It takes time to understand where to focus your attention, how to engage with your market and adapt your tone of voice online.
* 56% respondent are self taught, only 7% spent £500 or more to training
I believe this is THE key mistake and definitely one of the key learnings from the survey.
I am strongly against outsourcing all your social media effort to an agency. To the contrary, you must build your "expertise" and spread your knowledge internally. Companies must adapt themselves and give their employees the opportunity to reach out to their customers how, where, and when the customers want. It is all about meeting your client's higher and higher level of expectations.
Focus on your growing your business. You are on linkedin, you are using facebook a few times a week, or you have an inactive account on twitter, doesn't mean you understand social media. Make sure to learn about the best and worst initiatives in your industry, and ask an expert to guide you and show you how to identify your key influencers and build an effective content strategy.
* 47% do not measure their social media ROI
This is a great find! So, what is all the fuss about ROI? ;)
Social Media and User Generated Content give companies, financial institutions included, access to an enomous amount of new, more relevant, "current" insights from the market, in real time.
The industry must appreciate the necessity of embracing social media to engage with their clients (B2C, B2B, B2B2C) who are already actively participating on communities such as twitter or facebook.
Moreover, the risk of not embracing social media is considerable, and should be compelling to most financial institutions and companies.
We have lots of "good" examples in the financial services industry from HSBC, BofA, Manu Life, ANZ...
* 40% are planning to allocate new budgets to social media
This is promising, but please be careful how you invest your money. You can achieve a lot with a minimal amount of budget:
* learn how your industry is leveraging social media (good and bad)
* create (free) alerts about your products, your brand, your competitors, your industry
* set up your goals and objectives on linkedin, facebook, twitter
* create your profile with the right level of branding, info and messages
* define the right content strategy (existing content, syntax, frequency, call to action...)
* identify your key influencers
* promote your social media presence on your own online assets
* 32% have a proper social media strategy
Again, this figure seems low. For small businesses, a social media strategy could be based on an active presence on just a couple of online communities and a clever content distribution or relay strategy...
Please call me (0044 7736 446 357), send me an email ([email protected]), or DM me (@Visible_Banking).
I am keen to talk to you about twitter, customer reviews, and social media in banking, financial services, and insurance.
Related articles on Visible-Banking.com
* Top 10 Most Followed Financial Institutions on Twitter in October 2010
* Visible Banking Directory: Social Media in Financial Services
* Visible Banking Social Media Watch Series (Twitter, Facebook, Blogs, YouTube)
Wells Fargo 2.0
My goal with this post was to list and comment the key online initiatives & features Wells Fargo launched in the last couple of years.
Please note my list is surely not exhaustive.
I started to keep track of Wells Fargo (WF) a few month ago, at the Online_Banking_Summit_2007 in Charlotte, North Carolina. I was one of the key speakers and my panel was on banking and web 2.0.
Among my fellow speakers and the attendees, there were a few people from Wells Fargo. I am glad I had the chance to meet Richard Weeks, Senior Vice President - Business Internet Services, and his colleagues David and Barry.
Best of breed: Innovation, customer experience and web 2.0
As far as I am concerned, WF is the most innovative bank online: they use many web 2.0 features and provide one of the best customer experience on the web.
They even have a VP, social media: Ed Terpening.
Check Ed's interview.
Ed, what a great job you have!
Wells Fargo online banking services won many awards in the last couple of years: Global Finance Magazine (2005), Global Finance Magazine (2006), NetBanker (2006).
Please find below a list of articles published in 2002, 2004 and 2005 demonstrating Wells Fargo's core strategy to integrate all channels and to provide the best possible online customer experience:
* Wells Fargo: All ATMs Now Web-Enabled, All Banking Stores with Online Stations (2005)
* Wells Fargo Re-Envisions Online Banking for Corporations As It Moves to Bank of the Future Today (2004)
* Wells Fargo Leads Customer Service as First To Market, Offering Real-Time Web Collaboration To Online Commercial Customers (2002)
New Homepage: 50% increase in online application
This is one of the most recent initiatives from Wells Fargo. And it will surely be one of the most successful.
WF recently launched a new homepage designed to better meet the expectations from both visitors and customers.
Video sharing and social networking sites (like YouTube, MySpace, Facebook or Linkedin) became extremely popular and Web 2.0 is all about giving the power to people: nowadays, you can easily generate your own content (articles, audio, video), share your ideas, publish your comments... Your expectations have changed too: you expect companies to listen to you; you want your bank to act as a trusted financial partner.
With this re-design, WF has dramatically improved its customer experience, which will surely translate in better customer acquisition, better customer retention, and more online sales. Well done!
From Paul Penrose, finextra: methodology and early results
The updated Wells Fargo website takes a highly customer focused approach to ease access to most wanted features. The results have been spectacular with a 50% increase in online applications.
(...)
The bank’s Internet Services Group used site stats, survey data and internal search information to pick up on customer requirements and shortcomings in navigation and fed this back into the re-development.
The key features and tools available on the homepage are:
* Direct access to all the key features of Internet Banking,
* ATMs & Stores locator,
* Rich text content (video),
* Open an Account for the key products (you land on the first page of the application process)
* Check today's rates.
WF listened to their clients and online visitors, and they showed they were listening: this is exactly what customers were looking for.
If you want to know more about this re-design, I invite you to check the excellent case study from Forrester Research, published on 23rd May 2007.
In addition to this case study, I found some useful insight in a couple of blogs: finextra, the EDM blog and the Bankwatch.
Wells Fargo 2.0
WF use an impressively long list of available web 2.0 features such as blogging, social networking (presence on MySpace and Second Life), Podcasts, RSS Feeds, Tagging and Video sharing.
I invite you to check out the excellent Wells Fargo posts on the brilliant NetBanker blog.
Please find below some stats on Wells Fargo:
* First U.S. bank with a blog (though Verity Credit Union beat them to it by more than a year)
* First bank with a student loan blog
* First bank with a business banking blog
* First bank in the world with a Second Life presence
* First bank on MySpace at <www.myspace.com/stagecoachisland>
* First bank with 2, 3, and 4 blogs
* First bank with an avatar persona on MySpace
* First bank with a VP Social Media
It is impressive. Indeed, even though research companies such as Gartner in August 2006 advised banks to use web 2.0 features to target the youth market or increase customer retention, most banks are still cautious and are not using web 2.0 technologies.
Blogging
Most banks still refrain from launching a blog for instance. They are concerned with the potential brand damage.
Wells Fargo is extremely involved in blogging with 4 blogs.
"The Student LoanDown" blog is extremely popular among students. They have just celebrated the first anniversary of their first blog, "Guided by history".
Personal Finance
In a previous post, I talked about the increasing importance of providing good Personal Finance tools.
Wesabe is one of the most famous communities built around Personal Finance.
WF provide a comprehensive service to help manage your finance: the My Spending Report service.
With this service, based on tagging, WF customers can:
* Automatically tracks their accounts in one place
* Sorts card and Bill Pay purchases into familiar categories
* Updates information automatically, every business day
* Organizes spending view by month, up to three months
* Download a year or more of your spending history
Podcasts
Event though their offer is not as rich and comprehensive as a first direct and its first direct interactive service, WF provide podcasts. It is another web 2.0 box you can tick.
Social networking
Banks have four options with social networking: they can
* launch a new social network from scratch with a brand new platform
* launch a new social network using one of the leading platforms such as Xing
* develop their presence on the most popular social networks such as Facebook or MySpace
* develop their presence in virtual worlds such as Second Life
Wells Fargo has a presence on MySpace (an avatar and a page) and in Second Life.
Mobile Banking
Wells Fargo is also active in Mobile Banking. They recently launched a CEO Mobile Banking service for their business banking customers.
* Wells Fargo Launches CEO Mobile Banking Service - 18 May 2007
* Wells Fargo introduces mobile banking for business customers - 18 May 2007
Site Search
Providing a search feature (or not) is a commonly debated topic in the banking industry. Indeed, it is quite challenging: ideally, you would like to access the info after one of two clicks maximum. Providing a search engine is easy. Providing useful, optimized, results is extremely challenging.
Banks have two key goals: provide the best user experience and sell more online.
The key problem is the lack of patience from the visitors: the more clicks, the bigger the drop off rates... It is a major problem which has a significant impact on the top of the sales funnel.
Usually, media agencies advise banks to encourage their users to browse their website using the navigation bars. 
WF provide an elaborated Search feature: you can enter a specific question or a phrase, and the results are categorized in 4 sections: Individuals, Small business, Commercial and about Wells Fargo.
Wells Fargo Online Tour
Wells Fargo offer a good interactive presentation (in flash) to introduce its comprehensive internet banking service.
Hands on banking
This training and resource center is available at handsonbanking.org.
Wells Fargo developed this entertaining and educational program for kids, teens and adults as a commercial-free public service. It can help you improve your knowledge of:
* Budgeting
* The importance of saving
* Bank accounts and services
* Borrowing money and maintaining good credit
* Buying a home
* Investing
* Starting and managing a small business
In the library, you will find some tips categorized by topic and available in pdf format. For instance, I invite you to check WF's high level shopping and spending tips.
My Savings Plans
WF provide another interesting tool to its internet banking users: My Savings Plan. It is a clever way to:
* increase customer satisfaction improving customer experience and customer support,
* urge your clients to register to Internet Banking, save money and apply for WF saving products online.
Resources: Wells Fargo and Web 2.0
Please find below some articles on WF approach to Web 2.0.
* Wells Fargo Taps Web 2.0
* Wells Fargo Experimenting with Web 2.0
* Why Wells Fargo bank is different
* Most Business Tech Pros Wary About Web 2.0 Tools In Business
* Adoption of Web 2.0 Is Taking Off, But Some Firms Are Still Reluctant
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- Henrik Hedegaard on iOS Weekly - Updated iPhone and iPad Apps in Financial Services [25 Mar 2012]
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- Ariel P on Visible Banking: The Directory of Social Media Initiatives in Banking, Financial Services, Insurance
- Helen on Promsvyazbank Aims to Create the First Social Bank in Russia [Guest Post]
- Jeffrey Sampson on Order Your Copy of "Customer Experience Without Borders: a Practical Guide to Social Media in Financial Services"
- KristineS on Visible Banking: The Directory of Social Media Initiatives in Banking, Financial Services, Insurance
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Industry Feedback
“Christophe's book is really the must-have synopsis of the current state-of-play in social media in banking. Christophe has taken a deep passion for the topic, and turned it into an account of the landscape valuable to anyone who has social media responsibilities in financial services”
James Gardner, General Manager at Spigit
“Christophe is extremely well informed about the banking and financial services industries. He's at all the right conferences, and digs deep with his interviews of all the influencers and innovators. He's also a tremendously nice guy :-)”
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Tim Collins, SVP-Experiential Marketing at Wells Fargo
More Linkedin endorsements
Visible Banking News #7
On regular basis (ideally weekly), I will post a list of key news on web 2.0 & Banking.
As usual, please do not hesitate to get back to me with you remarks, or with any article I missed!
NEWS - 21 May 2007 to 27 May 2007
BLOGGING
* Wordpress grows beyond 1 million blogs - 24 May 2007
* New CU Blogs: Midwest Financial, Old Hickory, and Secure One Credit Unions - 21 May 2007
CUSTOMER COMMENTS
* Online banks hardly stuff of sword-and-sandals epic - 24 May 2007
* Making the Switch to Unadulterated Online Banking - 24 May 2007
CUSTOMER EXPERIENCE
* Wells' Web makeover woos punters and analysts - 25 May 2007
* Abbey in bank holiday meltdown - 25 May 2007
EVENTS
* Next MobileMonday Austin event: Mobile Banking and Payments, June 11 '07 - 26 May 2007
FRAUD
* A decade of online banking - and online fraud - 25 May 2007
* Anti-phishing filters bypassed in IE7? - 25 May 2007
* A first in Quebec's banking industry - Laurentian Bank innovates: 2 additional security barriers for online transactions - 24 May 2007
* Credit cards are still very vulnerable online - 24 May 2007
* Transaction hijacking - cheaper alternatives, at point of purchase - 24 May 2007
* Target 5 Warns Of 'Online Insecurity' - 24 May 2007
* House Passes Anti-Spyware Legislation - 23 May 2007
* Cyber fraudsters target accounts with 'one cent deposit' scam - 21 May 2007
INTERVIEWS
* Wells Fargo & Company at Lehman Brothers 10th Annual Financial Services Conference - Final - 23 May 2007
LAUNCHES
* Singapore's DBS Bank unveils plans for expansion in China - 25 May 2007
* ANZ and ING introduce direct access banking for pension funds - 25 May 2007
* Who launched the UK's first Internet bank? - 23 May 2007
* First National Bank of Omaha Launches Internet Bank - 22 May 2007
* Alliance & Leicester Commercial Bank extends bill payments network - 22 May 2007
MARKETING
* Tenth anniversary of online banking - 27 May 2007
* Apacs marks 10 years of Web banking - 22 May 2007
* One-quarter of 50 Largest Online Advertisers are From Financial Services - 21 May 2007
MOBILE BANKING
* Mobile Phones Revolutionize African Banking - 24 May 2007
* ING Direct Adds Mobile Banking - 24 May 2007
* NY Times Reviews Citi Mobile - 24 May 2007
* Barclays introduces mobile banking services - 23 May 2007
* Bank of America completes m-banking roll out - 22 May 2007
PERSONAL FINANCE
* Mint.com Set to Freshen the Personal Finance Space* - 23 May 2007
REPORTS
* Traditional vs. online banking: Which one is for you? - 27 May 2007
* Case Study: Metrics Drive Wells Fargo's Home Page - 23 May 2007
* Online banking boosts direct debits - 23 May 2007
SOCIAL LENDING
* New Person-to-Person Lender, Lending Club, Hopes Facebook Linkage Allows it to Prosper - 25 May 2007
* Social lending goes red hot, as FaceBook enters the space with “LendingClub” - 25 May 2007
* Now there's big money in P2P - 22 May 2007
* Virgin enters the P2P loan market - 20 May 2007
SOCIAL NETWORKING
* Facebook | will people share their pictures, thoughts and information with commercial interests? - 26 May 2007
* Prosper and Forbes tap Facebook; Co-op Bank joins MySpace - 25 May 2007
* Social Networking to infinity and beyond - 25 May 2007
* Could FaceBook risk becoming another AOL? - 25 May 2007
* Social Network ad spending predicted to grow (eMarketer) - 24 May 2007
* Community ROI - a sensible view - 24 May 2007
* A sense of community - 23 May 2007
VENDORS
* Origo to develop XML standards for full mortgage applications - 24 May 2007
* Financial Objects ships mortgage module - 23 May 2007
Posted by Christophe on May 27, 2007 in Blogging, Customer comments, Customer experience, Events, Fraud, International, Interviews, Launches, Marketing, Mobile banking, News, Personal finance, Phishing, Reports, Social lending, Social networking, Vendors | Permalink | Comments (0) | TrackBack (0)