Going social - how Lloyds Bank learnt about international trade through the eyes of UK SMEs. Ed Macdonald Lloyds Bank

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1 Going social - how Lloyds Bank learnt about international trade through the eyes of UK SMEs Ed Macdonald Lloyds Bank

2 The story Lloyds Bank supports UK small businesses To trade with the world 1

Supporting 16.7bn of Trade transactions in 2015.

3 Business objective Helping Britain Prosper Offices across Europe, North America and Asia. Relationships with banks in over 100 countries. Supporting 16.7bn of Trade transactions in Help another 25,000 new exporters by Train 300 more colleagues to support client s international needs. 2

4 International trade is a fast growing space for businesses and banks 47% 42% of SME s of SME s increased the number of countries they do business with in the last 12 months expect to increase their international trade in the next 12 months Traditional banks Disrupter brands Sources: Western Union Business Solutions International Trade Monitor survey, UPS EU SME Exporters survey 2015, TNS UK, Survey of 500+ SMEs

First we proved small businesses talk online! 26% say online discussion groups are important to their business! 40% of SMEs see their social media usage growing!

5 First we proved small businesses talk online! 26% say online discussion groups are important to their business! 40% of SMEs see their social media usage growing! 40% say they would turn to online searches or discussion groups when looking for information about international trade Sources: Western Union Business Solutions International Trade Monitor survey, UPS EU SME Exporters survey 2015, TNS UK, Survey of 500+ SMEs

6 Then we used a new technique to collect information 5

7 We analysed a lot of content across multiple sources Websites & Forums Twitter 450,000 tweets. Filtered based on UK presence and SMEs talking about International Trade and Forex left us with 5,800 tweets. We identified 1,200+ individual forum threads and categorized 3,500 conversations within these are relevant to SMEs + International Trade. 6

8 Understanding the impact of communications Lloyds Bank Celebrate small businesses Support local businesses Steps to start-up success Focus on UK budget Building a workforce Competitors 7

9 Understanding media impact to reach of small businesses Forex references and retweets This is money Influence of media FT Frequency of interactions Guardian money 8

10 Listening to small businesses to improve our services I ve been using Lloyds for Euro banking for a while now, no other bank offers a Euro bank account with internet control Transactions Dealing Currencies I changed to a currency broker I send about 120k a year with them I was worried about trustworthiness but I needn t have been Trade 9

11 3 business impacts Better serving clients New propositions Connecting with businesses 10

12 3 business impacts Better serving clients New propositions Connecting with businesses 11

13 3 business impacts Better serving clients New propositions Connecting with businesses 12

14 3 business impacts Better serving clients New propositions Connecting with businesses 13

15 This project was client focussed, challenging preconceptions, it used a simple low cost approach and delivered results at pace Andrew Edwards, Head of Client Asset Management Lloyds Banking Group 14

16 Thank you and questions

Building the best team in Lloyds Banking Group. David Littlechild, Lloyds Banking Group Nick Hayter, IBM Science & Analytics

Building the best team in Lloyds Banking Group David Littlechild, Lloyds Banking Group Nick Hayter, IBM Science & Analytics AGENDA Introduction An external perspective Measuring organisational culture