Download - Use case Engagor Day Belfius
SOCIAL MEDIA MONITORING @ BELFIUSBruno Peeters, Belfius Bank
Engagor Day 28/02/2013
Where do we come from
How are we handling social media mentions @ Belfius
Lessons learned
Agenda
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Where do we come from
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Fall 2010
Dexia
Study leading to the choice of a social media monitoring tool
Dedicated social media monitoring tools
Press coverage tools with social media add-on
CriteriaWorldwide coverage : Belgium, France, Luxembourg, Turkey, …
Multi-lingual, especially Turkish
Focus : listening
Where do we come from
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SM2 from Alterian used by Dexia
Focus : listening
Used in Belgium and France
01/2010
Dexia
SM2
Fall 2010
Where do we come from
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Financial crisis leads to break up of Dexia Group
Dexia Bank Belgium becomes 100% state-owned bank
Focus : still listening
Split of Dexia Group has to be prepared
Dexia
SM2
10/2011
Dexia Bank Belgium
Fall 2010
01/2010
Where do we come from
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Dexia Dexia Bank Belgium Belfius
SM2
New name “Belfius” announced on March 1, 2012
Lot of buzz
Focus : listening + interactions
03/2012Fall 2010
01/2010 10/2011
Where do we come from
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Spring 2012
Dexia Dexia Bank Belgium Belfius
SM2
Study for a social media monitoring tool
CriteriaPrimarily Belgium
Dutch, French, English
Listening + interactions
Fall 2010
01/2010 10/2011 03/2012
Where do we come from
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Fall 2010
01/2010 10/2011 06/2012
Dexia Dexia Bank Belgium Belfius
Engagor
SM2
Belfius starts to use Engagor
03/2012
Where do we come from
How are we handling social media mentions @ Belfius
Lessons learned
Agenda
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How are we handling social media mentions
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How are we handling social media mentions
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How are we handling social media mentions
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How are we handling social media mentions
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How are we handling social media mentions
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How are we handling social media mentions
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How are we handling social media mentions
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How are we handling social media mentions
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How are we handling social media mentions
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How are we handling social media mentions
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How are we handling social media mentions
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Some insightsTotal number of mentions since July 1, 2012
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Some insightsCommercial versus Corporate
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Some insightsWebcare mentions
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Some insightsWebcare mentions
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Where do we come from
How are we handling social media mentions @ Belfius
Lessons learned
Agenda
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Context is important
Bank productsAccount
Loan
Insurance
…
ServicesBelfius Mobile Apps
Belfius Direct Net
…
SponsoringClub Brugge
Basket Mons + Namur
Local Team Spirit
…
CompanyNew name
Financial results
…
Employer
Subsidiaries
Part of the “system”
Location : e.g. Foursquare
…
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Define rules on when and how to react on mentions
Many examples available : US Air Force, Dell, …
Sometimes it is better to not react!
Some mentions do not fit 100%
Rules of engagement
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Process view
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Fix objec-tives
Choose tool(s)
Set up organi-sation
Set up tool(s)
Monitor using tool(s)
React Report
What is being said about you ?
What do you want to do with the information ?
Who will be responsible for which tasks ?
What will be the role for collaborators ?
How to make the difference ?
Some questions you should ask yourself
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QUESTIONS ?
Bruno PeetersBelfius [email protected]
www.facebook.com/Belfiustwitter.com/Belfiusyoutube.com/BelfiusBewww.linkedin.com/company/belfius
