Precedent's Finance Forum - The digital landscape for UK financial services
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Integration or isolation? The digital landscape for UK financial services
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Precedent's Finance Forum - The digital landscape for UK financial services
- 1. Precedent’s Finance Forum 2011 Integration or isolation?The digital landscape for UK financial services September 2011
- 2. Today Presentations 9.00 - 9.55Introduction, Rich media, Blogging and Micro-blogging Coffee Presentations 10.15 - 11.00Social Networks, Mobile, Website innovation Coffee Breakout discussions 11.15 - 12.002 x 20 minutes (musical chairs) Review and feedback 12.00 - 12.30 Effective digital strategy 12.30 - 13.00
- 4. Do you want to leave yet?
- 5. Who are Precedent?Mark Sherwin – Commercial Director
- 6. 80 experts strategy & research branding & communications user centred design development & hosting digital marketing
- 7. 5 sectors financial services membership organisations third sector education health
- 8. 4 offices London Edinburgh Cardiff Perth, Australia
- 9. 21 years experience quality stability loyalty results
- 12. insightfulthinking inspiringdesign integrated solutions individual support
- 13. #PrecSem
- 14. Our researchAdrian Porter – Head of Strategic Research
- 15. 1998 - 2000
- 16. 2001-2006
- 17. 2007-2008
- 18. 2008-2010
- 19. 2010-2011
- 20. Early - 2010
- 21. Early - 2010
- 22. 2011
- 23. 50 finance sector companiesTheir use of digital channels
- 24. Banks x10 Building Societies x10 Asset Managers x10 Insurers, Life and Pensions x10 Online only Financial Services x10
- 25. Qualitative and quantitative Who’s using what, for what? Is it integrated and meaningful? What is best practice?
- 26. B2C?
- 27. ...B2B
- 38. “Of course, the Web is catching on, particularly in the financial service sector. Yet, many corporations, still haven’t understood the opportunities that lie in sales, marketing and customer services – in fact in almost every area of their activities” Adrian Porter - Porter Research - 1998
- 39.
- 43. 1.Rich MediaTrevor Chambers – Executive Creative Director
- 44. What are they using it for? How well is it integrated? Is it working? What can we learn?
- 48. Home made feel to contentTutorials, demonstration TV ads Low channels views – under 500
- 49. There's an Irish proverb which goes something like this: listen to the river and you will catch fish
- 58. What works
- 62. There is nothing worse than a channel that’s not been updated for 6 months
- 65. There are so many possibilities beyond a standard YouTube channel Here’s an example:
- 67. Discussion points TV Ads rarely work online unless specifically designed as an integrated campaign. The importance of video and other rich media will increase as a channel for communicating key information, ideas and marketing messages . The biggest opportunity for finance brands online is to deliver frequent and relevant rich media content that informs rather than broadcasts.
- 68. 2. Blogging and micro-bloggingNic Oliver – Creative Technologist
- 74. 3
- 75. 1/3
- 77. We have the #1 blogging site in the world because the innovation is there.Steve Ballmer – CEO Microsoft
- 80. 2/3
- 84. 3/3
- 88. 43% access Twitter through mobile device Source: Compete 2011
- 91. Buzz monitoring should be seen as a organisation-wide resource, not just a marketing tool.
- 93. Today Presentations 9.00 - 9.55Introduction, Rich media, Blogging and Micro-blogging Coffee Presentations 10.15 - 11.00Social Networks, Mobile, Website innovation Coffee Breakout discussions 11.15 - 12.002 x 20 minutes (musical chairs) Review and feedback 12.00 - 12.30 Effective digital strategy 12.30 - 13.00
- 94. Precedent’s Finance Forum 2011 Integration or isolation?The digital landscape for UK financial services September 2011
- 95. 3. Social networksLindsay Herbert – Head of Digital Marketing
- 96. Social media starts with looking over your neighbour’s shoulder.
- 102. Your brand is on social media whether you want it there or not.
- 105. Taking our report examples to the next level.
- 122. Linkedin Groups should be used to engage with your professional audiences.
- 124. What is your mobile environment? Various platforms, from traditional web browsers solutions, to the many mobile platforms. Android Blackberry Apple iPhone Apple iPad
- 127. You need to have a solution for mobile today
- 128. Aim to provide an optimal experienceYour question is what and how (not if)
- 129. Aspire to an integrated and considered approach Kindle iPad view Desktop view Smartphone view Whisper sync
- 131. Who (Approach)- your reach : audience : strategy
- 132. How (Delivery)- screen : speed : context : content
- 133. When (Future)– today’s expectation : innovationsWe will look at each of these .....
- 134. (1) Approach: Your 0ptions
- 136. Example: Banking “Mobi” sites
- 137. Example: Insurance “Mobi” sites Introducing transactional interaction Focus on brochureware
- 138. (2) Delivery – screen: speed: context: content Considering context is topical and essential: Forrester definition: “The sum total of what your customer has told you and is experiencing at the moment of engagement.” Consider your customers situation preference attitudes Will give better customer experience
- 139. Example: Native Apps
- 141. Trends to keep in eye on:
- 142. Mobile as the virtual wallet
- 145. QR & AR
- 147. Screen size – optimised image
- 149. 5. Website innovationMark Russell – Strategic Consultant
- 152. Info-graphic
- 164. Tracking user behaviour and using it to deliver a more personalised experience can be appropriate in the finance sector.
- 166. Today Presentations 9.00 - 9.55Introduction, Rich media, Blogging and Micro-blogging Coffee Presentations 10.15 - 11.00Social Networks, Mobile, Website innovation Coffee Breakout discussions 11.15 - 12.002 x 20 minutes (musical chairs) Review and feedback 12.00 - 12.30 Effective digital strategy 12.30 - 13.00
- 167. 1. Rich media 2. Blogging and Micro-blogging 3. Social Networks 4. Mobile 5. Website innovation
- 168. Precedent’s Finance Forum 2011 Integration or isolation?The digital landscape for UK financial services September 2011
- 169. 1. Rich media 2. Blogging and Micro-blogging 3. Social Networks 4. Mobile 5. Website innovation
- 170. Effective digital strategyMark Sherwin – Commercial Director
- 177. The internet is the first thing that humanity has built that humanity doesn’t understand, the largest experiment in anarchy we have ever hadEric Schmidt, CEO Google
- 180. Unique Value CreationMichael Porter
- 183. Strategy is about making choices;what to do - and what not to do.Michael Porter
- 189. If I’d asked my customers whatthey wanted they’d have saida faster horse! Henry Ford
- 190. Why?
- 197. 0800 800 801
- 198. Harnessing the power of the internet is harnessing the power of your peopleMark Sherwin
- 199. Online community Corporate communications
- 202. Online community Digital Special Ops Team
- 204. Online community Digital Special Ops Team
- 206. The Social Network Advocates and ambassadors
- 208. Think bigStart small Act quickly
- 209. Find our Precedent group on LinkedIn for a chance to find out more about our seminars, network, share ideas and quiz the Precedent team on seminar issues and more! and follow us on twitter.com/Precedentcommsfor Precedent news, seminar info and general observations #PrecSem Invite your colleagues Edinburgh 16th September
- 210. #PrecSem
Notas do Editor
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- MSh
- MSh
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- Bank's online marketing is a waste of timeJeffry Pilcher at the Financial Brand ran an interesting survey this month to see how US banker’s are getting on with online marketing. Most of the banks surveyed were smaller credit unions, although 49 retail banks took part too. 64 of the 154 participants had $1 billion in assets or more, whilst 66 had less than $500 million in assets. Most (46%) described themselves as “novices” at online marketing with just 12 (8%) thinking that they were advanced marketers online.
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- We’re a digital design agency with brand at it’s coreSpecialise in the Education sectorOffices in UK and AustraliaA significant proportion of our work is research in our base countries but also throughout AsiaSome paid for some just for fun!
- We’re a digital design agency with brand at it’s coreSpecialise in the Education sectorOffices in UK and AustraliaA significant proportion of our work is research in our base countries but also throughout AsiaSome paid for some just for fun!
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- Transparency (organisational)Different departments are more open?Marketing shows off, but are they transparent?
- Transparency (organisational)Different departments are more open?Marketing shows off, but are they transparent?
- Transparency (organisational)Different departments are more open?Marketing shows off, but are they transparent?
- Transparency (organisational)Different departments are more open?Marketing shows off, but are they transparent?
- Transparency (organisational)Different departments are more open?Marketing shows off, but are they transparent?
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- So as an industry, financial services should be doing a huge amount online to engage with customers, and yet as this graph shows, it is the industry that is doing the least. In 2009, only 5%of the top 100 international banks acknowledged having a proactive online presenceAnd over 50% of banks have actually banned the use of social networks at work.This, as I will go on to explain, represents an enormous missed opportunity.Source: cConsultancy Customer Engagement Report 2010
- Charting – data visualisation is all the rage at the moment, here is google linking stock performance to breaking news. But ask yourself carefully what you have to offer that user’s can’t get elsewhere – stock data/fund performance is public information – what can you do to make your information unique. Also bear in mind that only a very small number of people will need such granular detail. How can data visualisation be used effectively
- Charting – data visualisation is all the rage at the moment, here is google linking stock performance to breaking news. But ask yourself carefully what you have to offer that user’s can’t get elsewhere – stock data/fund performance is public information – what can you do to make your information unique. Also bear in mind that only a very small number of people will need such granular detail. How can data visualisation be used effectively
- Charting – data visualisation is all the rage at the moment, here is google linking stock performance to breaking news. But ask yourself carefully what you have to offer that user’s can’t get elsewhere – stock data/fund performance is public information – what can you do to make your information unique. Also bear in mind that only a very small number of people will need such granular detail. How can data visualisation be used effectively
- Understanding users, knowing what they are looking for. In this example, Flickr knows the user has arrived from search results and suggests other images they may be interested in.
- Implicit personalisation – note where your user has visited on the site, the pages they go to regularly. Weight the pages and personalise their experience based on the audience category they match
- Gamification – make the experience fun for the user and appeal to their sense of play, competitiveness and achievement
- For example, ribbon hero from microsoft introduces people to the new version of MS office by awarding them points for using the ribbon mechanism to help the “popular” character clippy apply for a new job
- 10 points for changing the font!
- Mint turns saving into a game – measure your financial fitness by completing achieve-mints every month
- Similar example from barclays – improve your spending habits by setting yourself goals
- ...and adjusting your behaviour to afford the little extras refer back to nic’s twitter example
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- We’re a digital design agency with brand at it’s coreSpecialise in the Education sectorOffices in UK and AustraliaA significant proportion of our work is research in our base countries but also throughout AsiaSome paid for some just for fun!
- Car insurance – home page
- We’re a digital design agency with brand at it’s coreSpecialise in the Education sectorOffices in UK and AustraliaA significant proportion of our work is research in our base countries but also throughout AsiaSome paid for some just for fun!
- Close to home – research, product dev, mood
- We’re a digital design agency with brand at it’s coreSpecialise in the Education sectorOffices in UK and AustraliaA significant proportion of our work is research in our base countries but also throughout AsiaSome paid for some just for fun!
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- User needs to immediately understand the unique added value this site can offer
- That doesn’t mean trying to do everything fairly well – at the expense of doing a few things very well
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- Instead need to cut through the volume of content and instead focus on delivering a few compelling services excellently
- With a roadmap to achieving it – prioritised and set against the corporate objectives
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream
- In terms of 1 Recruitment and brand reputation2 throughout the student experience3 As a revenue stream