Category Archives: Banking & Finance

Succeeding in Social Media within Regulated Industries

By | Banking & Finance, customer experience, customer service | No Comments

Last week I was invited to be part of an My Community Manager / emoderation  panel discussing social media in regulated industries. I thought it might be worth providing a transcript of my responses here for organisations regulated industries (since I’ve taken the time to prepare them, I may as well blog them too!) Please bear in mind I was talking in relation to Financial Services primarily. If you want to see the full discussion and the responses for Pharma and Alcohol firms, you can view the full conversation here. Q. There is no doubt that companies in regulated industries…

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What have BrightCultures been up to?

By | Banking & Finance, Conduct Risk, Culture, Social Customer Service, Social Media, Uncategorized | No Comments

Since we started BrightCultures back in March, we’ve been very busy bees! Here’s a brief update of what we’ve been working on at BrightCultures, together with our associate Michelle Goodall: We completed a big piece of social media strategy work across all of a large insurance company’s brands We created a social media strategy for a large charitable organisation that aligned their B2B and B2C engagement and presented a holistic view of the organisation externally We facilitated a workshop for a leading digital holiday company to help them set a vision for social media We developed a community strategy for another leading…

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Why conduct risk means big culture change for banks

By | Banking & Finance, Conduct Risk | No Comments

Conduct risk is the latest buzzword in banking. Although there is no standard definition of conduct risk, it is now a regulatory requirement for UK financial services, and it broadly demands that organisations focus on fair customer outcomes and not just shareholder return. It means operating ethically and responsibly and having the customer’s interests at the heart of the business. Conduct risk requires moving beyond a box-ticking approach to operational risk. It requires re-alignment of corporate strategy and to these outcomes. It means ensuring that processes are optimised to deliver them. And it means ensuring that the culture of the…

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What UK financial (and other types of) firms can learn from the FFIEC social media guidance

By | Banking & Finance, Conduct Risk, Ethical Practice, Social Customer Service | No Comments

The Financial Conduct Authority (FCA) has recently announced plans to release updated guidance for financial firms operating on social media. At the moment, there is no indication about what this might contain, however, recent US social media guidelines, released by the FFIEC, provide some good insight into regulatory and risk management best practice. With this in mind, I have created a briefing document to inform UK institutions about the FFIEC guidelines and what they can learn from them. [slideshare id=30577701&doc=ffiecbriefing-140129075722-phpapp02]

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5 tips for building a successful internal social network – lessons from the frontline with Aviva Investors

By | Banking & Finance, Collaboration | No Comments

Last week, I had a very interesting catch-up with friend, Tony Stewart. Tony is an internal communications executive at Aviva Investors  and he agreed to talk me through his social business journey. Key to Aviva investor’s internal comms social initiative has been the introduction of Yammer* to help their global teams connect, collaborate and share. (*Yammer is an internal social network a bit like Twitter that allows colleagues to have real time conversations and share information – more info here) In the 18 months it has been active, Tony has seen the Yammer network thrive and currently, he estimates that…

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