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28. Secrets to building trust; how two banks went bust
Manage episode 383675908 series 3361976
This is a show about culture and society, crisis and social media.
Host, Dom Hawes, is joined by Charlotte Lander, Director, Social Media, Corporate Affairs, Brand & Marketing at Standard Chartered Bank. They talk reputation, social media - the threats and opportunities it brings, but ostensibly today they’re talking about culture and society… it’s the S in your PEST analysis.
Charlotte was one of the co-authors of a peer-reviewed paper in Journal of Digital & Social Media Marketing and has recently conducted and analysis of social media’s role in the sudden and dramatic demise of Silicon Valley Bank and Credit Suisse.
In this show she shares her findings and offers practical advice and best practice, guided by the content of the peer-reviewed paper and her career’s experience to date.
About Charlotte Lander
Charlotte has dedicated over 15 years to digital marketing, working with large global corporates, CEOs, and top consultancies along the way.
She's data-driven and loves applying insights, strategy, and creativity to achieve business goals. She currently leads the social team that oversees the bank's global social media strategy and accounts, and employee advocacy programme.
Links
Full show notes: Unicorny.co.uk
Report: Find it on LinkedIn here
LinkedIn: Charlotte Lander | Dom Hawes
Website: Standard Chartered | Selbey Anderson
Timestamped summary of this episode
00:00:03 - Introduction
00:02:26 – How marketing has changed in recent years
00:05:03 - Marketing and culture
00:06:19 - Silicon Valley Bank
00:08:30 - Missed opportunities
00:13:38 - Importance of senior leadership in reputation management
00:15:51 - Takeaways for reputation management
00:17:47 - The value of a brand in business
00:19:59 - Importance of social media in building trust
00:28:57 - Escalation paths
00:30:25 - Engaging stakeholders
00:32:26 - Reacting in real-time and determining response
00:35:13 - Measuring trust
00:43:18 – The importance of risk assessment and planning
00:43:57 – What went wrong at SVB?
This podcast uses the following third-party services for analysis:
OP3 - https://op3.dev/privacy
Podder - https://www.podderapp.com/privacy-policy
Chartable - https://chartable.com/privacy
75 episodes
Manage episode 383675908 series 3361976
This is a show about culture and society, crisis and social media.
Host, Dom Hawes, is joined by Charlotte Lander, Director, Social Media, Corporate Affairs, Brand & Marketing at Standard Chartered Bank. They talk reputation, social media - the threats and opportunities it brings, but ostensibly today they’re talking about culture and society… it’s the S in your PEST analysis.
Charlotte was one of the co-authors of a peer-reviewed paper in Journal of Digital & Social Media Marketing and has recently conducted and analysis of social media’s role in the sudden and dramatic demise of Silicon Valley Bank and Credit Suisse.
In this show she shares her findings and offers practical advice and best practice, guided by the content of the peer-reviewed paper and her career’s experience to date.
About Charlotte Lander
Charlotte has dedicated over 15 years to digital marketing, working with large global corporates, CEOs, and top consultancies along the way.
She's data-driven and loves applying insights, strategy, and creativity to achieve business goals. She currently leads the social team that oversees the bank's global social media strategy and accounts, and employee advocacy programme.
Links
Full show notes: Unicorny.co.uk
Report: Find it on LinkedIn here
LinkedIn: Charlotte Lander | Dom Hawes
Website: Standard Chartered | Selbey Anderson
Timestamped summary of this episode
00:00:03 - Introduction
00:02:26 – How marketing has changed in recent years
00:05:03 - Marketing and culture
00:06:19 - Silicon Valley Bank
00:08:30 - Missed opportunities
00:13:38 - Importance of senior leadership in reputation management
00:15:51 - Takeaways for reputation management
00:17:47 - The value of a brand in business
00:19:59 - Importance of social media in building trust
00:28:57 - Escalation paths
00:30:25 - Engaging stakeholders
00:32:26 - Reacting in real-time and determining response
00:35:13 - Measuring trust
00:43:18 – The importance of risk assessment and planning
00:43:57 – What went wrong at SVB?
This podcast uses the following third-party services for analysis:
OP3 - https://op3.dev/privacy
Podder - https://www.podderapp.com/privacy-policy
Chartable - https://chartable.com/privacy
75 episodes
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