This document discusses how financial institutions can use social media. It provides an overview of top social media channels like Facebook, Twitter, YouTube and their demographics. It outlines benefits for marketers like increasing brand awareness and engagement. Examples are given of how companies are using social media platforms to connect with customers, share content and drive conversations. The document concludes with tips for developing an effective social media strategy.

1. Social Media and Financial Institutions February 4, 2011

2. Bio Sallie Burnett Strategist. Leader. Innovator. Adjunct digital marketing professor prestigious Daniels College of Business 2009 Direct Marketer of the Year President of Customer Insight Group, Inc., leading strategic relationship-marketing firm © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com 2

4. Loyalty Audit

5. Loyalty Navigator

6. Custom Loyalty Workshop

7. Cause Marketing Exploration

8. Social Media Roadmap

9. Social Media Navigator

10. Custom Social Media Workshop

11. Data mining

12. Market research

13. Modeling

14. Profiling

15. Response analysis

16. Segmentation

17. Social media monitoring

18. Usage and attitudes

19. Audience targeted creative

20. Blogs

21. Content

22. Direct mail

23. E-mail design

24. Landing pages

25. Manage online conversations

26. Mobile marketing

27. Program management

28. Social media

29. Website design and content3 Customer Relationships – Engage. Keep. Grow. © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

30. Quick Quiz Facebook? Flickr? Linked In? StumbleUpon? Digg? Reddit? Have you searched for something on Wikipedia? Yahoo? Google? Ask? Do you read blogs? Do you use a RSS reader Google, Newsgator or Bloglines? Have you submitted or shared content to a social network? 4 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

31. What is Social Networking? Social networking is the interaction between a group of people who share a common interest. This can be casual (Facebook), professional (LinkedIn), or anything in between. Social network is a conversation and it is all about the ideas you are sharing about a brand. “Social network sites are visited by three quarters of global consumers who go online today. That’s a 24% increase over last year.” Nielsen, 2010 “Messaging, commenting, blogging, sharing and “liking” now fill up 22% of all time spent online each month.” Nielsen, 2010 5 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

32. How does Social Media Work? Social media marketing helps companies capitalize on cutting edge marketing techniques. Allows marketers to utilize and profit from the use of web 2.0 platforms, such as blogs, podcasts, social networking sites, and other emerging marketing tools. Social media differs from traditional media in that it involves two-way communication, where users are empowered to generate content. Consumers today are social, and want to have conversations with companies. 6 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

33. Where Do Buyers/Influencers Get Information About Your Product? | Social Media and Online PR Report | http://ecly.co/OPR-sm 7 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

34. What are the Benefits of Social Media for Marketers? 8 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

35. How Effective is Social Media in Achieving Business Objectives? 9 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

36. What are the Social Media Channels? 10 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

37. What are the Top Social Media Channels? 11 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

38. Twitter Age Demographics Twitter users like to be connected, get timely information, and connect with new people and brands. Source: Quantcast.com 12 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

39. How are Companies Using Twitter? 13 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

40. How are Companies Using Twitter? 14 © Customer Insight Group, Inc. • 303.44.9758 • www.customerinsightgroup.com

41. Facebook Age Demographics Source: Facebook Social Ads Platform Data Facebook has become both a personal and professional space. 15 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

42. How are Companies Using Facebook? 16 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

43. How are Companies Using Facebook? 17 © Customer Insight Group, Inc. • 303.44.9758 • www.customerinsightgroup.com

44. How are Companies Using Facebook? © Customer Insight Group, Inc. • 303.44.9758 • www.customerinsightgroup.com 18

45. 19 YouTube Age Demographics 3 - 12 Source: Quantcast.com Users interact with online video sites much like they do with social networking sites—connecting with others and commenting on posts. © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

46. How are Companies Using YouTube?

47. How to Develop Your Social Media Strategy Identify your objectives Identify your target audience Find where the conversations are happening Join the conversations Integrate into your existing communications Monitor and measure 21 © Customer Insight Group, Inc. • 303.422.9758 • www.customerinsightgroup.com

48. Sallie Burnett, President Customer Insight Group, Inc. Email: sallie@customerinsightgroup.com Phone: 303.422.9758 Twitter: http://twitter.com/sallieburnett LinkedIn: http://www.linkedin.com/in/sallieburnett Customer Relationships – Engage. Keep. Grow.