Presentation at @Visible_Banking Social Media and Finance Workshop

1. BancSabadell Managing your social media presence and interactions Visible Banking Social Media and Finance Workshop Pol Navarro – Head of Direct Channels and Innovation, Banc Sabadell Madrid, June 2010

2. Consumers are evolving Consumers are permanently online Total transparency

3. Consumers are evolving Consumers are permanently online Total transparency + Word of mouth

4. Where are the consumers? +

5. How are you managing your community? + “As the Web 2.0 age dawns, banks must wake up to the fact that the successful companies of the future will not have customers, they will have participants, and that rather than having a business, they will have a community” Chris Skinner http://twitter.com/Chris_Skinner

7. Value added services on social networks (ex: Community)

8. MONITOR all conversations related to the bank, and establish an internal protocol to react(reputation mgmt)

9. Open new CUSTOMER SERVICE CHANNELS on Twitter and Facebook

10. Ensure CONTENT AND MEDIA distribution on main social networks and own BLOG

11. Evangelization and TRAINING of BS employeesIMPACT 1 2 3 LISTEN COMUNICATE PARTICIPATE FOCUS

13. More impacts > Less attention> Try to be authentic and join the conversations!

15. More impacts > Less attention> Try to be authentic and join the conversations!

17. Manage and listen your community BROADCAST

18. Manage and listen your community EVENTS 2.0

19. Manage and listen your community

20. Manage and listen your community

21. Manage and listen your community

22. Manage and listen your community

24. More impacts > Less attention> Try to be authentic and join the conversations!

26. Join the conversations!

27. Join the conversations!

28. Join the conversations! Open BancSabadell - Flickr

30. More impacts > Less attention> Try to be authentic and join the conversations!

32. Economy of emotions and experiencies

33. Impact of managing social media

34. Thanks! Thanks @visible_banking and #ALL