1. -To insert a Zurich picture click on the "camera"-icon in the Zurich CI toolbar and follow the instructions. -To insert a picture from your personal files, click on the "Insert Picture from File" icon here on the right. Please make sure that this picture follows the Zurich core elements available on the "book"-icon in the Zurich CI toolbar. -To keep this neutral background, just leave it as it is. Note: this message will not be displayed in the presentation mode. "Insurance companies have no place in social media. Discuss" Keith Lewis UK Social Media Manager, Zurich Insurance @KeithLewisComms

2. Social media or Social business? “A social business is an organisation whose culture and systems encourage networks of people to drive business value“ Andrew Grill IBM 2

3. If your organisation: Is open Non-hierarchical Creates a culture of trust You can improve productivity by between 20-25 per cent by improving communication and collaboration using social technologies Social business: the evidence

4. Brand building, reputation management, campaign activation, lead gen What’s the opportunity? Social Media has great potential Marketing Customer ops ‘Always on’ access, channel of choice, call deflection, increase satisfaction. Customer insight Contribute to 360 view of customers and stakeholders. Sales Demonstrate expertise, networking and improved account management. Product dev Data analytics to detect trends, demand for new products, comp insight. Recruitment Strong employer brand to attract talent, reduce recruitment costs. HR Increase retention of engaged, digitally upskilled workforce. Internal comms Increase internal engagement, faster two-way comms channels. Cross functional Support internal collaboration, informal networking, knowledge sharing. Claims Optimise claims intelligence, detect fraud 4. Media relations Journalist engagement, story monitoring, news feed

5. Zurich Social Media footprint - Twitter 5

6. Zurich Social Media footprint - Facebook 6

7. Zurich Social Media footprint - Instagram 7

8. Zurich Social Media footprint – LinkedIn and Glassdoor 8

9. Zurich Social Media footprint - YouTube 9

10. Content = Social 10

11. Have to get the plumbing right Managing the risk 11

12. MyLearning training modules Training & awareness 12

13. Managing the risk 13

14. Managing the risk App App Super user 14

15. Content = Social 15

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17. Questions Keith Lewis UK Social Media Manager Tel: 07875 888871 Tw: @KeithLewisComms Email: keith.lewis@uk.zurich.comkeith.lewis@uk.zurich.com LinkedIn: https://uk.linkedin.com/in/keithmarklewishttps://uk.linkedin.com/in/keithmarklewis zurich.co.uk 4/16/2015 1:33 PM 17