...

socialmedia tools for managing customer Perception

... a best use of technology idea for

August 2011

EXECUTIVE BRIEF

Executive Brief
The Challenge
Following the banking consolidation and injection of over N679 billion naira in to the new bridge banks in Nigeria, Asset Management Company of Nigeria (AMCON) is in need of proper information and communication management. It is critical to communicate to the general public about safety of customer deposit and funds, the stability of the banking Sector and the Economy at Large, Information on the Bridge Mechanism used for the 3 Nationalized Banks. Integrity and loyalty of the Banks to the customers has to be established in the minds of the public.

The Opportunity
AMCON has the opportunity for to use of modern and world-class tools in social media to improve its customer/client perception. AMCON has the opportunity to : - respond to Customer Enquires and Questions In Real-Time and with no Delays in information Distribution. - send Information to a wide variety of People irrespective of location and social status by the fastest mode of advertising - word of mouth advertising - Gain trust and loyalty of old, new and potential customers. - Maintain and Manage Customer Perception and trust in the Banking Sector.

The Solution
Bincom is proposing a fully functional, cost effective and user friendly social media strategy, implementation, and social web presence management package. This would serve as a one stop shop catering for needs of the general public, internal & external stakeholders on the emerging social media sphere. Ranging from customised Facebook Page, Twitter Followers, Embedded Social Media to your website and other social media integration, the web solution would help you make the best use of this emerging trend. Our proposal is inclusive of strategy, consulting, implementation , project management and application development.

Why Social Media

Social media is a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, which allows the creation and exchange of usergenerated content. Businesses also refer to social media as consumer-generated media (CGM). The use and relevance of socialmedia all over the world has grown exponentially in the last few year... Currently, the undoubtably central hub to all social media effort on the world wide web is facebook.com .

Banking Sector in Nigeria : The general public are talking about these issues on social media . You have a cler opportunity to influence the flow of information ...
The question is :

Are you harnessing

facebook & social medias

full potential?

... and some statistics

in Nigeria ... As at May 2011

Number of users on Facebook in Nigeria: Number of male users on Facebook in Nigeria: Number of female users on Facebook in Nigeria: Penetration of Facebook in Nigeria to population*: Penetration of Facebook in Nigeria to online population*:

3, 149, 320 2, 110, 044 1, 039, 276 1.67 % 7.16

first , you on Web o Sphere...

Harnessing properly the full

potential of social media

is not a question of

if

anymore but a question of ...

when & how ?

Some questions to answer:
What is the short, medium and short term goal ? What is key driver ? Brand-building , Networking , Customer Service , Sales Prospect and much more How do we measure Success ? Do we have the resources to ensure success ?

We can help you develop a vibrant social media strategy

What and How can Social Media make a Difference?

Perception Management
Managing perceptions of the general public during this time is a key goal of the industry. Social media tools will give unique opportunity to manage and affect positively the perception of customers , clients and the general public. It will help rebuild the customer confidence and avoid unnecessary customers panic and consumer distrust. This will help reduce the adverse market effect. By helping the general public have a painless transition in the complete brand change , this will give the banks the needed ability to retain its customers and gain new ones. By embracing the most popular tools available, various industries all over the world have also been embracing the best of what social media culture has to offer, and organisations seem to be leading the change when it comes to social media innovation.

Customer Service
Social media has become a great customer service tool across many industries. For some brands, being more active in engaging with their customers over social media channels about their products and services in real-time has been helpful in addressing problems with customers. A visible Twitter (Twitter) account can be a quick and easy first step in the customer service chain when people want to get specific information.

Marketing & Promotion

Brands using social media to brand themselves or to market a specific product or service have found success by integrating social tools into their existing campaigns or creating new ones that capitalize on the spirit of the community. Whether its by making the brand synonymous with solid real world experiences or giving people the power to do some good in the world, organisations have been finding that immersive marketing techniques using social media tools have can bring solid results.

Community Building
The world is changing, even brands that are known for building warm and fuzzy communities around their products and services, are now trying to foster their online community rather than appear monolithic and imposing . Focusing on customer service and adopting the personality of the people they serve, organizations are rethinking what it means to be "close to customers".

Product Research
From crowdsourcing to find out what customers think about specific services to using social media as a tool in the arsenal to enlist customers to help develop new products, a social network is an undeniably powerful research and development resource for organisations.

...Whatever the objectives, organisations must have a Social Media Strategy but most important is exceptional implementation.

Why work with Bincom ?

We are Social Media Strategists.
We will work with you in creating a short & long term social strategy and policy and then help your team execute it, resulting in a powerful social presence.

our drive is Best Use of Technology

We can work with your team to decide on the best technology to use to achieve each business objectives in the most efficient way.

We are Application Developers

We shall work with our team to develop & program the best solution , with the best possible tools in the best overall packaging.

we are Experts & Trainers

Our Social Media specific training will help your executives, key managers & employees understand better and internalize the concepts underlying social media.

We use Social media Tools

Using social media tools including but not limited to Facebook, Twitter, Youtube, Flickr, Youtube, Linkedin and much more, We can strategise, develop, facilitate and deploy various social media projects that would be useful for your business. , and much more
At Bincom ICT Solutions, we can offer you an end to end solution from conceptualisation to implementation .

Facebook is not the only social media platform available There are several social media platforms that focus on various areas including Videos, Pictures, Professional Profiles..

There are

several opportunities
on the various platforms available. your choices will depend majorly on your

business outlook
and short term organisational

strategy

we can to help strategize, determine, facilitate and maintain the best implementations in the best over all packaging and best use of available technology

work with you

Facebook serves as a great backbone for most social media implementation and strategic drives.

... You must have a Social Media Strategy but most important is exceptional implementation.
While establishing a business presence in popular social venues like Facebook and Twitter may be crucial to your online community building initiatives, maintaining that presence can test your endurance and ability to maximize the impact of your efforts. Fortunately, several tools and techniques are available to help you meet these challenges. Your website is your online center of operations, but with the use of social media, your presence can potentially get scattered across the web. Organisations must integrate customers behavior on social networks to their corporate website to increase relevancy, word of mouth, and trust

Your entire Web Presence must be Integrated

You have a rare chance to be one of the first few in Nigeria to fully embrace this technology for the purpose of your organisation. Lets help you deploy ....

...best use of technology

CASE STUDY: GTCOMMUNITY

The Solution
GTBank s facebook page was started on October 1, 2009 . In less than 6 months, the facebook page has gathered almost 50,000 fans, a feat previously thought to be impossible for an institution of its nature (A bank). The facebook application GTCommunity was deployed as part of its broad strategy to interact and reward its loyal community. GTCommunity has features including but not limited to Naira Mastercard, Invite a friend, Branch locator, Corporate Social Responsibility, Do it yourself, Product and Services. Use of social media has not replaced traditional media for advertising, however it has augmented and provides a much higher and measurable ROI (return on investment).

The Impact
The bank is able to reach over 200,000 individual (fans + friends of fans) weekly with its various products and activities at a fraction of the cost of traditional media using social media. The platform has gained so much relevance in the banks corporate strategy that one of its new products (the first ever Naira Mastercard ) was launched on Facebook in early 2010.
We strategized with, facilitated, designed, developed and deployed GTCOMMUNITY for GTBank

What we Propose ?

Lets meet your team

We request an opportunity to meet with members of your team to enable us to share some ideas, understand your present business strategy and explore possibilities. These meetings are at no cost to you. Please get someone to call Ann on 01 854 6554 to book us an appointment as soon as possible.

Review our Proposal

Based on our understanding of your present organisational drive, we shall produce a technical proposal that would highlight some of the major features, methodology, plans and so on. We would also request an opportunity to present to management, our proposal, some statistics and projected benefits.

Lets work with you!

Based on our proposal and subsequent meetings, Management can then decide to commision us to work on the Social Media Project .

Who are we ?
Bincom is a fast growing ICT solutions and consultancy company. We specialize in Web Design, Web Development and customized desktop and online application development. Our drive is to provide our clients with tomorrow's technology today .... So they in turn have a big edge over their competitors. At Bincom, we believe that nothing is impossible. This has and still enables us to think outside the box and enables us to come up with amazing solutions to numerous client issues. We prescribe, develop and deploy for each client's unique problems the best

Our Vision
To be the Worlds Best and Universal Provider of ICTS with Exceptional and Personalised Service
*ICTS > Information Communication Technology Solution

We won Future Awards 2010

Our Lead consultant, Bade Adesemowo recently won the Future Awards 2010 in the category , Best Use of Technology .

Who weve worked with ?

In the recent past, weve worked with various organisations on various IT / web related projects in Nigeria and internationally including but not limited to : Delta State Government National Committee on Job Creation Turkish Airlines ( Nigeria) Guaranty Trust Bank Eset West Africa HP Service Center ( Nigeria) Lagos Multidoor Court House Afrofoodmart (UK) NTA Lagos Visible Impact Limited (Nigeria) Dangote Group Fela Durotoye Amongst many others. See more about bincom at www.bincom.net

www.turkishairlines.com.ng
(Airline)

www.esetng.com
(Global Brand Regional Site)

What Weve done

Some of the recent projects weve worked on , on facebook include:

Facebook Company Page: Guaranty Trust Bank www.facebook.com/gtbank

Facebook Fan Page http://tinyurl.com/felaonfacebook

Facebook Company Page: www.facebook.com/powerbackalarm

Facebook Company Page http://www.facebook.com/intercontinentalbankplc

Facebook Application: http://apps.facebook.com/proudlynigerian/

Facebook Group facebook.com\connectedlagos

So What Now ?

... please get someone to call

Ann on 01 854 6554

.. and finally ... Some more statistics from facebook ...

Thank You !!!

Bincom ICT Solutions 2nd Floor, 21 Araromi Street, Onikan, Lagos +234 (1) 8546554 , +234 (1) 813 6530 info@bincom.net www.bincom.net

Project Contacts
Bade
Adesemowo Oyebade Bade@bincom.net +234 (0) 802 322 3796

Tolu
Tolu Olowu tolu@bincom.net +234 (1) 813 6530

Document produced by Bincom All rights reserved. Some images are copyright of respective owners and can not be used publicly except on express permission of the owners.

Bincom ICT Solutions 2nd Floor, 21 Araromi Street, Onikan, Lagos +234 (1) 8546554 , +234 (1) 813 6530 info@bincom.net www.bincom.net