Social Listening Helps BNP Paribas Fortis Increases Brand Visibility by 5000%
Check out our interview on social listening strategy with BNP Paribas Fortis’ social media team.
In 2011, BNP Paribas Fortis became active in social media, but the popular European bank wanted to develop stronger relationships with their customers, and reach out and engage with their global audience in a more personal and direct way. BNP Paribas Fortis also wanted to increase brand visibility and keep their finger on the pulse of their online reputation, but with so many online conversations happening in two languages – French and Dutch, the bank needed a solution with vast language capabilities. The bank chose Synthesio, the leader in global social media monitoring, to help them achieve their social media goals.
BNP Paribas Fortis began their social listening journey by developing a services team to use Synthesio for analyzing all social media conversations related to their brand in French and Dutch. Synthesio has empowered the services team be alerted of negative feedback in real-time, and to quickly address and resolve such issues – while keeping a close eye on the public’s reception to new marketing campaigns, such as the launch of HelloBank, a new online banking service.
BNP Paribas Fortis’ online brand visibility has increased by 5000% in just three years – a testament to the success of their listening strategy with Synthesio. According to Benoit Minvielle, Head of e-communication at BNP Paribas Fortis, “In 2011, we had 5,000 mentions on social media, last year it was 70,000, and this year we have monitored 250,000 brand mentions”. BNP Paribas Fortis is now working with Synthesio on automated sentiment analysis in order to improve its online customer service.