Nationwide @ oi15

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

Impulse Saver

First smart watch app

Apple Watch coming soon

Nationwide Now

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

Even the boss

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

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My tips

Why social? Keep it real Get everyone on board

@paulbeadle [email protected]