Key Dynamics for Social Media in Financial Service

• Regulated industry with numerous stringent and critical compliance rules demanding continuous monitoring and prompt action in defined circumstances
• Blending complex financial topics with emotional dynamics concerning consumer or business economics (driven by social cultural model)
• Complex information that changes all the time, combined with deep personal and emotional investment of patients and their support circles
• Intimate understanding of customer needs and experience
• Hospitable social persona demonstrating high focus on customer service
• Monitoring, moderating, and managing social venues relative to the brand’s compliance needs
• Social crisis management

Key Dynamics for Social Media in Travel Services:

• Aspirational experiences combined with complex long and short lead time planning driven by social cultural model)
• High consumer traveler, business traveler, and corporate travel planner seeking of and reliance on information, tips and recommendations from peers
• Intimate understanding of customer needs and experience
• Hospitable social persona demonstrating high focus on customer service
• Loyalty programs
• Social Customer Service & Support
• Social crisis management

Current Financial Services case study:

Open Forum is an interactive community that enables small business owners to learn from and support one another, with American Express enlisting contribution from experts and video, articles, and other resources to support small business success. LiveWorld provides moderation for the community.

Classic Financial Services case study:

HSBC engaged college students via Facebook with a “How to impact the world” idea video contest. The program utilized the LiveWorld Facebook Forum platform to create a rich media idea crowd-sourcing experience. Students were invited to upload videos featuring their ideas, and participants could vote and comment on them. LiveWorld provided strategic input, moderation, community management and the application platform for the program

Current Travel Services case study:

A large hotel chain invites its loyalty program customers to submit their travel experiences, tips, and recommendations in an online community venue. LiveWorld provides moderation of the user content.

Classic Travel Services case study:

LiveWorld provided moderation and platform for customer reviews of hotel experiences purchased via Expedia. After hotel stays, customers received a form to fill out. LiveWorld moderators vetted the content before sending reviews (via a custom LiveWorld technical interface) to be displayed on the Expedia website.

Current Financial & Travel Services Clients:

1996 – 2010 Financial Services Clients:

• American Express: Pre-2010: Dish Members Know, Members Project, American Express International
• Bloomberg
• Citicorp
• Fidelity
• Genworth
• HSBC: Small Business, Consumer
• H&R Block
• Intuit
• Kemper
• Merrill Lynch

1996 – 2010 Travel Services Clients:

• Expedia
• Hotels.com
• Orbitz
• Trip Advisor