1. US Financial Services
and Social Media
Examples and
Recommendations for the
Japanese Market
Prepared for
P df
2/12/2010
© 2010 Saren Sakurai All Rights Reserved.

2. .jp
2
0
AGENDA 1
0
Q1
Japan and the US
J d th US.
Why Social Media?
US FI Examples
Recommendations
References/Links
e e e ces s
© 2010 Saren Sakurai All Rights Reserved.

3. .jp
2
0
1
Differences between Japan and US: 0
Q1
Japanese do not share in the
same way that American’s do
do.
Japanese are much more private.
private
Security is even more important
to the Japanese.
© 2010 Saren Sakurai All Rights Reserved.

4. .jp
2
0
1
0
Q1
TRUST
© 2010 Saren Sakurai All Rights Reserved.

5. .jp
2
0
1
How do you improve trust? 0
Q1
Be authentic/honest.
Be consistent/dependable.
Answer consumer needs.
Try hard/Gambarre.
© 2010 Saren Sakurai All Rights Reserved.

6. .jp
2
0
1
0
Q1
81%
of Japanese use Social Media
as Creators, Critics, Collectors, Joiners, or Spectators.
Source: Forrester, “Japanese Social Technographics Revealed”. © 2010 Saren Sakurai All Rights Reserved.

7. .jp
2
0
Social Media “Collectors”? 1
0
Q1
Financial S
Fi i l Service consumers h
i have
the highest average education and
income of any Japanese group
group.
They are MORE active in Social
Media than the average consumer.
They research, tag, vote,
subsc be
subscribe to RSS, a d bu d trust.
, and build t ust.
Source: Forrester, “Japanese Social Technographics Revealed”. © 2010 Saren Sakurai All Rights Reserved.

8. .jp
2
0
1
Why Social Media? 0
Q1
Reach potential or current
customers where they are spending
their time online.
Engage them when they are
talking about financial subjects.
subjects
© 2010 Saren Sakurai All Rights Reserved.

9. .jp
2
0
1
0
What do consumers want? Q1
Easy information
y
Answers to their questions from
real people.
Utility to make their lives easier.
© 2010 Saren Sakurai All Rights Reserved.

10. .jp
2
0
1
0
Q1
US Examples
© 2010 Saren Sakurai All Rights Reserved.

11. .jp
2
0
1
0
Q1
Wells Fargo
© 2010 Saren Sakurai All Rights Reserved.

12. .jp
2
0
1
0
Q1
Wells Fargo

13. .jp
2
0
1
0
Q1

14. .jp
2
0
1
0
Q1
US Examples

15. .jp
2
0
1
0
Q1
H&R Block and
Bank of America
© 2010 Saren Sakurai All Rights Reserved.

16. .jp
2
0
1
0
Q1
US Examples

17. .jp
2
0
1
0
Q1
US Examples

18. .jp
2
0
1
0
Q1
United Services
Automobile
Association (USAA)
© 2010 Saren Sakurai All Rights Reserved.

19. .jp
2
0
1
0
Q1
USAA

20. .jp
2
0
1
0
Q1
USAA

21. .jp
2
0
1
0
Q1
Visa Signature
© 2010 Saren Sakurai All Rights Reserved.

22. .jp
2
0
1
0
Q1
US Examples

23. .jp
2
0
1
0
Q1
US Examples

24. .jp
2
0
1
0
Q1
US Examples

25. .jp
2
0
1
0
Q1
US Examples

26. .jp
2
0
1
0
Q1
American Express:
Open Forum
© 2010 Saren Sakurai All Rights Reserved.

27. .jp
2
0
1
0
Q1
Examples

28. .jp
2
0
1
0
Q1
Examples

29. .jp
2
0
1
0
Q1
Various Others
© 2010 Saren Sakurai All Rights Reserved.

30. .jp
2
0
1
0
Q1
Young and Free Alberta

31. .jp
2
0
1
0
Q1
Examples

32. .jp
2
0
1
0
Q1
Examples

33. .jp
2
0
1
0
Q1
Examples

34. .jp
2
0
1
0
Q1
Examples

35. .jp
2
0
1
0
Q1
Examples

36. .jp
2
0
1
0
Q1
Examples

37. .jp
2
0
1
0
Q1
Examples

38. .jp
2
0
1
0
Q1
Examples

39. .jp
2
0
1
0
Q1
Recommendations
© 2010 Saren Sakurai All Rights Reserved.

40. .jp
2
0
1. D
1 Develop a FISC Whit P
l White Paper on th
the 1
Landscape of FI Social Media in the US. 0
Q1
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 Program.
Program
© 2010 Saren Sakurai All Rights Reserved.

41. サレン サクライ
Saren Sakurai
saren.sakurai@gmail.com
bkrdzn.com
© 2010 Saren Sakurai All Rights Reserved.

42. .jp
2
0
Reports Used in the Deck: 1
0
Q1
Trends 2010 N th A
T d 2010: North American R t il B ki
i Retail Banking eBusiness A d
B i And
Channel Strategy (02/05/2010)
Customer Advocacy 2010: How Customers Rate US Banks,
Investment Firms, and Insurers. (01/29/2010)
I t t Fi d I
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.

43. .jp
2
Links: 0
1
Wells Fargo 0
http://blog.wellsfargo.com/ Q1
http://blog.wellsfargo.com/wachovia/
htt //bl ll f / h i /
http://blog.wellsfargo.com/StagecoachIsland/
http://blog.wellsfargo.com/studentloandown/
http://blog.wellsfargo.com/community-guidelines.html
Twitter
http://twitter.com/hrblock
http://twitter.com/BofA_help
USAA
https://www.usaa.com/
Visa Signature
Vi Si t
http://www.facebook.com/visasignature
http://www.facebook.com/VisaGoWorld
American E
A i Express
http://www.openforum.com/
© 2010 Saren Sakurai All Rights Reserved.

44. .jp
2
0
1
0
Links: Q1
Various Others
http://www.youngfreealberta.com/
http://www.weseed.com/wesocial
http://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.