During Social Media Week London 2013, Christophe Langlois will lead two sessions on social banking and social customer care in financial services hosted by the Social Partners.
Most of you are aware that I joined the Social Partners -and the Grey / WPP family- at the beginning of the year.
I am delighted to confirm that I will lead not one but two of the nine sessions we will be hosting during the Social Media Week London 2013: social banking and social customer care in financial services.
We’re witnessing what’s potentially the most profound technology-driven transformation the banking industry has ever experienced. And social media is the really potent game-changer.
There’s no turning back: someone opened Pandora’s Box long ago, and it’s now time to get the basics right. People are now behaving differently when they bank, pay or manage their money. They don’t necessarily have the time or want to visit a branch and wait in line to do basic transactions. They desire more control, transparency and convenience: ‘couch banking’ is a real new trend – so, expect to hear much more about social media.
Social Customer Care in Financial Services
When it comes to the social media phenomenon, financial institutions overall are poorly advised. They focus too much on marketing and sales, and usually use the wrong KPIs to measure ‘success’. While it’s extremely rare now to find a bank or insurance firm without some kind of Facebook and Twitter presence, unfortunately it’s even rarer to find a financial institution which successfully leverages the unique specificities and benefits of those very different channels.
In the last 24-36 months, social customer care has rightly become one of the most popular applications by brands, including financial services firms. Chances are that people are already having daily conversations about your brand, good or bad. This gives you a fantastic opportunity to engage and, first, identify your most vocal brand ambassadors and increase customer acquisition and, second, turn your angry customers into your champions and increase retention.
Full list of SMWLDN13 sessions hosted by the Social Partners
I invite you to find more information on our 7 unique events, including the dates and times, directly on our blog:
- Future of video
- Open Business: 21st Century Organisations
- Big Conversationalists
- The future bank is social, open & crowdsourced
- Future of community
- How social are financial service call centres today?
- Mobile, Mapping, Local search. Can advanced new maps take the lead for brands and retailers?
Key speakers Social Media Week London 2013
Please find below a short selection of our top speakers:
- Andrew Hill – Management editor at The Financial Times (@andrewtghill)
- Dave Coplin – Chief envisioning officer at Microsoft (@dcoplin)
- Ian Robin – EMEAR strategic accounts director at Hootsuite (@IanShadRobin)
- Ivan Palmer – Founder & Chief strategy officer at The Social Partners
- Kevin Mathers – Managing director at YouTube (@kevinmathers)
- David Cushman – Strategy partner at The Social Partners (@davidcushman)