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Gauging the Effectiveness of Social Media in Financial Services

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Synopsis

Examining the suitability of social media for financial service providers, this report:
• Provides insight into social media practices
• Details the demographics of current social media users
• Examines the potential costs, and ROI, of social media strategy
• Examines different platforms and methods of engaging with customers
• Includes case studies including American Express, Jyske Bank, Bank of America and BBVA

Summary

Social media and Web 2.0 are characterised by
• Access to direct contact with virtually anyone, person or institution, connected to the Internet
• Access to print/publication and wide potential dissemination
• Quick responses
• Permanency (all content published at any date and by any publisher can easily be found through simple research)

These factors have generated

• A new code of social interaction and communication
• By extension, because social media is becoming the predominant medium of interaction between people, new demands from customers

Scope

• A best seller from 2011, this report has been updated to take account of the frenetic activity in social media into 2012
• It examines the future use of social media in financial services, as well as prospective trends
• A wealth of data and case studies are provided
• This report examines in detail the difference between Web 2.0 and 1.0 which preceded it
• The elephant in the room is also discussed – can social media ever become profitable?

Reasons To Buy

• Be brought up to speed on the latest thinking, data and trends in this highly visible, specialist area of social media
• Social media is consumer led. Find out how consumers and financial institutions are reacting to each other
• See what direction the interaction is heading with tablets and smart phones
• Find out what the key metrics should be

 

Table of Contents :

 

Executive Summary

Table of Figures
List of Tables
1 Introduction: What is social media?
1.1 Definition
1.2 Penetration
1.3 Categories
1.3.1 Blogs / Wikis
1.3.2 Social networking
1.3.3 Case study: Facebook
1.3.4 Case study: LinkedIn
1.3.5 Case study: Twitter
1.3.6 Case study: YouTube
1.4 Is Web 2.0 a Revolution?
1.4.1 Web 1.0
1.4.2 Web 2.0
1.5 Summary
2 The risk of financial disintermediation
2.1 Arrival of newcomers - social banking
2.2 Creative start-up examples
2.2.1 Leveraging collective intelligence to provide curated financial information
2.2.2 Case study: seeking alpha
2.2.3 Ex. SumZero
2.2.4 Why contributing / sharing?
2.2.5 Proven efficiency?
2.2.6 Case study: Fool.com
2.2.7 Case study: value investors club
2.3 Direct competition with traditional institutions
2.3.1 Case study: theflyonthewall.com
2.3.2 Social money
2.3.3 Peer-to-Peer lending
2.3.4 Currency exchange P2P
2.3.5 The big players
2.4 Causes
2.4.1 Transparency

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