How to build a social media strategy to meet your business needs Paul Beadle, Head of Social Media & Digital Communications
Northampton Town and County Freehold Land Society Formed 1848, later became the Anglia Building Society
We’re very old But we’ve always been innovators
UK’s first online bank
Top rated banking app
First smart watch app
Apple Watch coming soon
First 24/7 Twitter on High Street
Customer demand is driving innovation Innovation is boosting usage & service
43% growth in mbl users 65% increase in mbl transactions 37% rise in digital log-ins 21% more digital sales
Branch: 1 visit per month Internet: 6 visits per month Mobile: 18 visits per month
But are we losing the personal touch? That’s where social media can help
We started with the most important thing. Our reputation
Why Social Media?
Social media drives news
Social media amplifies news
Our reputation was good
October 2011: Set up @NationwidePress Twitter
January 2012: Implemented online monitoring
September 2011: Social Media Team created
December 2011: Began social media project
December 2011: Social Media Forum of key stakeholders December 2011: Created governance
Throughout 2012: Created Main Sites
Reputation Management
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• Issues monitoring and management
• Engaging the media and key influencers
Customer Service & Support
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• Boost customer satisfaction • Proactive customer service &
support
Engaging Members
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• Our brand • Our values
Engaging our people
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• Bringing PRIDE to life
• A great place to work
And when it works…
People share their experiences with you. And each other
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We asked members and employees to share what made their world go round
My tips
Why social? Keep it real Get everyone on board
@paulbeadle paul.beadle@nationwide.co.uk