Socialising the Antisocial Bank: Converting the Antisocial Bank by Digitally Connecting with Customers to become part of their Community

Searching Finance, September 2010

Most banks are anti-social. They don’t engage with customers to ‘delight’ or ‘exceed their expectations’, mainly because customers don’t expect anything different. That doesn’t mean it cannot change. The social media revolution is rapidly turning this planet on its head. So, if you want to work out how to be a social bank and connect with your targeted communities of customers, this is a short guide as to how to do it.

Praise for Chris Skinner

“Chris has both the intellectual acumen as well as the drive and dedication to his industry which is so sadly rare in the business world today.”
-- Steve Edwards MBE, Head of Fraud, eBay Europe

“Chris is uniquely skilled in articulately painting a clear picture of the dynamics impacting our future.”
-- Deborah L. Bianucci, President & CEO, BAI, USA

“Chris successfully captures the pulse of the financial services industry, not from a European or American, but from a truly global perspective.”
--Emmanuel Daniel, Founder, The Asian Banker, Asia

Preface

Chapter 1: The future of banking is social
- Introduction
- Social media in finance – survey points to the future (2010)
- Banks ignore social media at their peril (2009)
- Social media’s relevance to banks (2009)
- The transformational power of social media (2010)
- What exactly have banks done so far to make good use of social media? (2008)
- The ‘World of Me’ (2010)
- Why has social media been so successful? (2009)
- How to break trust with social media (2009)
- A sense of community (2007)
- Why are (UK) banks ignoring new media? (2009)
- Banking in a zero margin world (2009)
- The amazing world of social connectivity (2010)
- Social audiences
- Mobile social
- Social content
- Social revenues
- Social games
- Social marketing
- Social hiring
- Social not-working
- The march of mobile social connectivity (2009)
- Can a billion people be wrong? (2008)
- The next boom starts in ... 2014? Harnessing the power of the network for growth (2009)

Chapter 2: Social media’s challenges
- Introduction
- Integrating social media into the organisation (2010)
- Identity and security issues (2009)
- More on the dangers of social networks (2009)
- A beginner's guide to robbery in the 21st century (2009)
- I'm sorry, you are firewalled out (2009)
- The YouTube consumer wins (2009)
- Global, Blogal, Social, Glocial (2009)

Chapter 3: Twitter, Facebook and other social networks
- Introduction
- Why banks should focus upon Twitter (2009)
- Banks can ignore Twitter no longer (2010)
- Arguing about Twitter is a waste of time (2009)
- Are Twitter and other social media are no longer relevant? (2009)
- Is the social web party over? (2009)
- A brief review of (Oz) bank twittering (2009)
- Twitter is not for teens, Morgan Stanley (2009)
- EU social network spy system brief, INDECT Work Package 4, October 4, 2009
- Bank's tweets and twitters (2009)
- Insider trading and Twitter (2009)
- 200 million users today (2009)
- Using social networks in the workplace (2009)
- What a bunch of bloggers (2008)
- Bankers face the book due to Facebook (2007)
- Risk: business enabler or idea crusher? (2007)
- Facebook testing virtual currency (2009)
- Where is the PayPal for Facebook? (2009)
- How Facebook payments could work in the future (2010)
- Licuro – an eBay for savings (2009)
- YouTube if you want to … (2009)
- Can banks ever be cool? (2007)
- The post-Facebook webolution: checking in (2010)

Chapter 4: Social finance
- Introduction
- Social finance is right here, right now (2008)
- Why social finance, and particularly Zopa, matters (2009)
- Zopa – love it or loathe it? (2009)
- SmartyPig makes a Big Oink! (2009)
- Mobile social money – the final frontier? (2008)
- The FT picks up our social lending debate (2009)
- How a bank should respond to 'disruption' (2009)
- In love with Kiva (2009)
- A Spanish first: social banking (2009)
- Wonga: another web disruption for loans (2009)

Chapter 5: Social money and virtual worlds
- Introduction
- Social money – what’s all that about then? (2008)
- Zombie money in a chainsaw hell (2009)
- Second Life: I'm not dead yet! (2009)
- The hype, 2007
- The reality, January 2008
- The reality, April 2009
- Talk to the bot (2008)
- Virtual banking worlds become more realistic (2008)
- Money laundering in virtual worlds (2007)
- Deutsche Bank: refreshing innovations (2007)
- BNP Paribas recruit staff in Second Life (2007)
- Why Wells Fargo left Second Life (2007)
- Beware the hype curve (2007)

Chapter 6: Social media in practice
- Introduction
- Wells Fargo: a lesson in Web 2.0 (2008)
- Wells Fargo + Wachovia = The Merger Blog (2009)
- (Stagecoach) Islands in the Stream (2009)
- First Direct leading the social finance mainstream (2009)
- Banco Sabadell – the iPad bank (2010)

Chris has been providing independent, expert commentary on the key developments in banking for over a decade in his role as Chief Executive of Balatro and Chairman of the Financial Services Club. He is now perhaps best known for his daily blog and his writing for other media, such as The Banker magazine since 2004. He is also a key commentator on banking for prime time news channels including the BBC, Sky and Bloomberg. Prior to creating his independent entities, Chris had key roles at management and board levels covering insurance, retail and investment banking across a range of consulting and technology firms.

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