Download the presentation from Nordic eBanking Security Summit 2011, Oslo - September 23rd 2011.

1. Targeted Attacks
Make it or break it
with Customer Communication
Christian Brosstad, PR Director
SpareBank 1 Gruppen - 23. september 2011
Nordic eBanking Security Summit

2. Comments or questions?
@chrisbros or +47 970 80 686

3. What’s going on?

5. Trojan SpyEye silently sits in the background till the victim visits a sensitive website….

6. Trojan SpyEye silently sits in the background till the victim visits a sensitive website….

7. Trust is the
NEW currency
So what can we learn from other industries?

8. 1. Trust of Zappos
+
2. Likability of Virgin/
Richard Branson
+
3. Product of Apple
Sucess F
S Formula…
l

9. Trust protects reputation
When you don’t trust the bank… When you trust the bank….
Edelmann Trustbarometer 2011

10. The Transformation of Trust
Edelmann Trustbarometer 2011

11. What does trust mean in banking?
1. Customers trust that we take care of the
them and that their information is secure
2. Customers are technologically ignorant
regarding what constitutes a secure
system, they must trust what their bank
tells them.
3. Speed of response, quality of information
and openness are the most important
communication aspe ts to build trust
omm ni ation aspects b ild t st
Source: Handelshøyskolen BI and Peggy Brønn.

12. Our Communication Principles
Relevance Engaging
Pro-
active
Openness
And it’s faster....

13. Mapping • Homepage and
internet banking
• T diti
Traditional media
l di
Customers
• Social media
• Customers support
• Employees
• Governments
Stakeholders • Competitors
• Industry organisations
• Speed of response • Customer service
• Quality of information
• Openness • Top management
Internally
I t ll • Employees
• Security experts must
understand the needs of
the customers...

14. Communication
channels

17. Social media is
important i crisis
i t t in i i
communication

19. The social media landscape

20. Thanks for your time!
y
christian.brosstad@sparebank1.no
http://twitter.com/chrisbros
http://www.facebook.com/christian.brosstad
http://www.slideshare.net/Christian.Brosstad
http://christianbrosstad.com
p //
http://pengeroglivet.blogs.com