google+ hangout with ing ceo nl nick jue_digital communication awards 2014 berlin

19.09.2014 | Berlin | Digital Communication Awards 2014

ING NetherlandsGoogle+ Hangout On Air with CEO Nick JueDigital communication creating customer engagement

Jeroen Baardemans, Senior Advisor External Communications ING NL @JeroenBaard

Number of customers

8,1 million private customers and 600.000 business customers

Number of employees

24,689 employees

Part of ING Group

Based in Amsterdam

ING Netherlands keyfacts

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Digital communication to enhance customer engagement and transparency

Innovation:

Enhancing ING’s social profile and next step in online dialogue

Digital communication creating customer engagement

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Customer engagement1

Reputation2

Reach3

Internal proud4

By introducing a new way of online communication we reinforced

customer engagement by enabling our customers to have an easy

accessible, real-time dialogue with our CEO

A positive contribution to the reputation of the brand and our CEO by adopting this new and innovative way of communicating

Around 1.000 live views, over 3.000 views on the video compilations on Youtube afterwards and a broad coverage in expert media

Creating an internal proud: The CEO is entering a live and open discussion on social media

Great teamwork: in only 4 weeks this huge project has been realised

Impact external and internal

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Impact external and internal

54%

8%

38%

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Nick Jue´s thoughts on the ING Google Hangout

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This activity is unique in four ways….

First CEO in the Netherlands to

have a live online dialogue

(Hangout on air) with

customers and non-customers

The Hangout was an initiative

and developed by ING

employees. No creative

agency involved

Low development costs (EUR

10.000) and fast time to

market (< 1 months)

Positive external impact on

ING’s reputation: positive

social media, huge customer

satisfaction and engagement,

media coverage

1 2

3 4

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Link to the compilation

www.youtube.com/ingnl

Presentation

www.slideshare.net/ingnl

Jeroen Baardemans

Senior Advisor External Communications ING NL

Jeroen.Baardemans@ing.com

@JeroenBaard

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