Amex social media insider v2
Post on 22-Nov-2014
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CONFIDENTIAL AND PROPRIETARY Any use of this material without specific permission of is strictly prohibited
American Express: Socially Connecting to the Socially Connected
Shari FormanVP, Global Social Media StrategyDigital Partnerships & Development
1
The number of minutes spent on Facebook per month
Amount of video uploaded to YouTube every minute
Average number of tweets per day on Twitter
The number of users who joined Facebook in 2011
200+ Million
700 Billion
48 hours
250 Million
Socializing American Express
Mission and Focus
Business Prioritization
Going Global
Speed to Market
Maximizing Leverage
Building Interconnectedness
Creating Authentic Relationships
TEST AND LEARN
Bringing Social Media to the Table
5
Listen. Engage. Deliver Value
It’s all about the News Feed
A strategic partner and a year of transformation
InternationalPages and programs
OPEN Big Break
10
57,000+ followers
66,000+ followers
207,000 followers
2.3 million followers
Transform our assets to make American Express ubiquitous across digital touch points
Use social media to amplify and, increasingly, become a platform for
integrating key capabilities
Transform our assets to make American Express ubiquitous across digital touch points
Seamless merchant check-in offers
In-app syncing
First of its kind digital partnership.
And, according to TechCrunch….
So… What have we learned?
▶ Customers take pride in their relationship w/us and will tell others
▶ They are passionate about service – good & bad
▶ Listening is key – People want to be heard
▶ Service, access, security/protection are differentiators
▶ Engagement yields rewards – it’s called “social” media
▶ The network effect is real and it is powerful
▶ Authenticity rules – personality required
▶ A collaborative internal network is critical
▶ Think fast, act faster
Money can buy you “likes,” but it can’t buy you love
CONNECT WITH ME@sforman8
CONNECT WITH US
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