US Financial Services and Social Mediaand Social Media

Examples andExamples and Recommendations for the Japanese MarketJapanese Market

P d fPrepared for2/12/2010

© 2010 Saren Sakurai All Rights Reserved.

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AGENDA

J d th US

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Japan and the US.

Why Social Media?Why Social Media?

US FI ExamplesUS FI Examples

RecommendationsRecommendations

References/Linkse e e ces s

© 2010 Saren Sakurai All Rights Reserved.

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Differences between Japan and US:

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Japanese do not share in the same way that American’s dosame way that American’s do.

Japanese are much more privateJapanese are much more private.

Security is even more importantSecurity is even more important to the Japanese.

© 2010 Saren Sakurai All Rights Reserved.

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TRUST

© 2010 Saren Sakurai All Rights Reserved.

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How do you improve trust?

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Be authentic/honest.

Be consistent/dependable.

Answer consumer needs.

Try hard/Gambarre.

© 2010 Saren Sakurai All Rights Reserved.

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81%81%of Japanese use Social Mediaof Japanese use Social Mediaas Creators, Critics, Collectors, Joiners, or Spectators.

© 2010 Saren Sakurai All Rights Reserved.Source: Forrester, “Japanese Social Technographics Revealed”.

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Social Media “Collectors”?

Fi i l S i h

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Financial Service consumers have the highest average education and income of any Japanese groupincome of any Japanese group.

They are MORE active in SocialThey are MORE active in Social Media than the average consumer.

They research, tag, vote, subscribe to RSS, and build trust.subsc be to , a d bu d t ust.

© 2010 Saren Sakurai All Rights Reserved.Source: Forrester, “Japanese Social Technographics Revealed”.

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Why Social Media?

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Reach potential or current customers where they are spendingcustomers where they are spending their time online.

Engage them when they are talking about financial subjectstalking about financial subjects.

© 2010 Saren Sakurai All Rights Reserved.

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What do consumers want?

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010Q1What do consumers want?

Easy informationy

Answers to their questions from real people.

Utility to make their lives easier.

© 2010 Saren Sakurai All Rights Reserved.

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US Examples

© 2010 Saren Sakurai All Rights Reserved.

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Wells Fargo

© 2010 Saren Sakurai All Rights Reserved.

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Wells Fargo

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US Examples

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H&R Block andH&R Block and Bank of AmericaBank of America

© 2010 Saren Sakurai All Rights Reserved.

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US Examples

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US Examples

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United Services Automobile Association (USAA)

© 2010 Saren Sakurai All Rights Reserved.

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USAA

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USAA

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Visa Signature

© 2010 Saren Sakurai All Rights Reserved.

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US Examples

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US Examples

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US Examples

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US Examples

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American Express:American Express: Open ForumOpen Forum

© 2010 Saren Sakurai All Rights Reserved.

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Examples

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Examples

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Various Others

© 2010 Saren Sakurai All Rights Reserved.

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Young and Free Alberta

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Examples

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Examples

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Examples

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Examples

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Examples

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Examples

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Examples

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Examples

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Recommendations

© 2010 Saren Sakurai All Rights Reserved.

1 D l FISC Whit P th

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Landscape of FI Social Media in the US.

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2. Develop a FISC White Paper on the Principals of Social Media Management.

3. Advise your clients to test and learn in as many channels as possible.

4. Advise them to design all programs through the eyes of the consumer.

5. Launch Program, Analyze Performance, Optimize ProgramOptimize Program.

© 2010 Saren Sakurai All Rights Reserved.

サレン サクライ

Saren Sakuraisaren.sakurai@gmail.comsaren.sakurai@gmail.combkrdzn.com

© 2010 Saren Sakurai All Rights Reserved.

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Reports Used in the Deck:

T d 2010 N th A i R t il B ki B i A d

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Trends 2010: North American Retail Banking eBusiness And Channel Strategy (02/05/2010)

Customer Advocacy 2010: How Customers Rate US Banks, I t t Fi d I (01/29/2010)Investment Firms, and Insurers. (01/29/2010)

Financial Services Will Lead Interactive Spend By 2014 (01/08/2010)

Investment Firms Can’t Ignore Social Technologies (11/30/2009)

Crafting An Insurance Social Media Strategy (06/08/2009)

Young US Online Bankers and Social Media (02/12/2009)

Japanese Social Technographics Revealed (04.22.2009)

© 2010 Saren Sakurai All Rights Reserved.

Links:

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Wells Fargohttp://blog.wellsfargo.com/htt //bl ll f / h i /

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http://blog.wellsfargo.com/wachovia/http://blog.wellsfargo.com/StagecoachIsland/http://blog.wellsfargo.com/studentloandown/http://blog.wellsfargo.com/community-guidelines.html

Twitterhttp://twitter.com/hrblockhttp://twitter.com/BofA_help

USAAhttps://www.usaa.com/

Vi Si tVisa Signaturehttp://www.facebook.com/visasignaturehttp://www.facebook.com/VisaGoWorld

A i EAmerican Expresshttp://www.openforum.com/

© 2010 Saren Sakurai All Rights Reserved.

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Links:

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Various Others

http://www.youngfreealberta.com/http://www.weseed.com/wesocialhttp://www.mint.com/http://www nationwide com/mobile/http://www.nationwide.com/mobile/http://www.nationwide.com/htta/home/http://mygreatrides.com/http://caps.fool.com/http://stocktwits.com/http://chart.ly/

© 2010 Saren Sakurai All Rights Reserved.