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Interview Webank – Social Media is Not a Media, it is a Way of Working

I’ve been following Webank‘s social media initiatives for quite some time now. Pretty much since they launched back in 1999, the 100% online bank has been committed to overcome the lack of physical presence by providing the best, the friendliest, customer relationships on the phone and online.

Thanks to its young age, its size and its purely direct approach, I won’t surprise you if I tell you that Webank is one of the most innovative and engaging italian banks on digital channels, including social media.

Social Media Presence
Webank’s portfolio of social media assets is fairly extensive with a facebook page, 5 twitter accounts (4 focused on customer support), a youtube channel, a social media newsroom, a radio channel…

Crowdsourcing
As a matter of fact, in my opinion Webank launched one of the most exciting and truly innovative social media projects this year with their crowdsourcing experiment: the wepad project. The bank asked 6 experts as well as the italian people to share their suggestions on an iPad app.

Webank-InterviewCarloiPad
The bank has submitted the app for review a few weeks ago and it should be available in the Apple store any day now… In the meantime, I invite you to find more info on this fresh “banking app” in my short video with Carlo.

Interview with Webank’s Head of Sales
Last week, I recorded a video with Carlo Panella – Head of Sales packed with insights on Webank’s social media strategy and vision. This is not a tactic. Carlo confirmed how important it is for Webank to be where its customers are, and to provide them with excellent online relationships, equivalent to the face-to-face relationships you could find in a branch.

I invite you to watch my video, available on the VB youtube channel.

Agenda
* Quick review of Webank’s social media assets (00:20)
* How strategic is social media (00:50)
* Ownership, structure and resources (02:14)
* Content strategy (04:50)
-> 4 twitter accounts for customer support (05:10)
-> the low volume challenge (08:25)
-> Live and learn! (08:52)
-> Perfect for immediate customer feedback (11:49)
-> Sharing technology, online, mobile and gadget news (12:36)
* Mobile Banking, multi-handset and multi-OS (13:24)
* Metrics? Yes. ROI? It is too early. (14:43)
* What’s next? (18:50)

What do you think?

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Written by Christophe Langlois

Based in London, Christophe is an entertaining social media keynote speaker and a trusted advisor to the global financial services industry on the topics of social media, social business and digital innovation.

Christophe has contributed to over 140 events in 18 countries.

Currently, Christophe is 'Social Media Senior Managing Consultant' at IBM Interactive Experience. He's also a Digital Advisor at the Financial Services Forum and the Moller Centre (part of the Churchill College in Cambridge).

Christophe's views on VisibleBanking.com are his own, not necessarily his employer's.

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