Although 90% of financial institutions have a presence on social networking sites, almost 75% of bank customers and credit union members are not aware of that presence. To correct this imbalance, financial institutions must proactively engage consumers, giving them opportunities to learn and provide feedback through educational tools and online conversations.
Social media listening is the first step in understanding how to cultivate this valuable conversation with customers. Increasing social interactions can pay dividends – customers that engage with their institution through social media are more likely to open new accounts and to move savings and investments to the bank. Cultivating conversations also provides the institution with an important source of customer feedback, helping it better understand customer value and pain points which can inform strategic decisions.
• Robust data to prove the business case for increasing social media engagement
• Use cases highlighting social media interactions that encourage engagement
• Best practices for harnessing social feedback to drive decision-making
About the Speakers
Research Director, CEB TowerGroup
Nicole Sturgill, research director at CEB TowerGroup has a global perspective on the financial services industry. From armored currency carriers in Eastern Europe to local bank branches in South Africa, and everything in between, she has seen it all.
Nicole specializes in delivery channels and is the research lead for projects related to ATMs, branches, contact centers, online banking and mobile banking. With expertise spanning a broad range of industry issues—including ATM strategy and processing, cash supply chain management, operational analysis, vendor management and regulatory compliance—Nicole provides clients with valuable solutions-based management advice.
Chief Marketing Officer, Meltwater
Valerie Fawzi is responsible for developing and executing global marketing strategy, building brand, and driving growth for Meltwater. Valerie has built a successful career in B2B software marketing for both startups and enterprise technology companies. She most recently served as CMO for startup Cloudshare, and VP of Worldwide marketing for EVault, a Seagate company. Her past roles include marketing director for DecisionPoint Software, which she positioned for its acquisition by Teradata, and head of global product marketing for Autodesk’s AutoCAD. Valerie holds a bachelor’s degree from University of California at Berkeley, and an MBA in International Marketing from San Francisco State University.
Founder & CEO at Fifty & Five
Lucas Vandenberg is the founder and CEO of Fifty & Five, an award-winning social media marketing agency based in Los Angeles with a regional office in Orlando. Founded in 2009, the Fifty & Five team is comprised of social media experts and marketing thought leaders that work with international and national clients including: Game Show Network, Discovery Channel, Mattel, the happy egg co., Warner Brother’s, Mezzacorona Wine, Microsoft, Hong Kong Tourism, Toys R Us, SAP, Beringer Vineyards, Penfolds, SelectQuote, LAcarGUY, Kinecta Federal Credit Union and Shakey’s Pizza. Prior to the creation of Fifty & Five, Lucas spent a decade developing and executing marketing strategies for clients such as Johnson & Johnson, P&G, Amgen, Beam Global, Skyy Spirits, Kroger, and CVS.