Banking: Service innovation is up!
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Banks are facing increased competition in the digital channels. Focus should be on innovative services that will fulfill and surpass customers' expectations. This could provide competitive advantage.
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Banking: Service innovation is up!
- 2. Banks’ digital spend as percentage of total ad spend - Forrester
- 3. What customers want Balance from different banks in one place Spend categorisation Goal saving Budget tool Alerts Personalisation Online advising
- 4. Who sees it from the customer’s perspective?
- 5. FB fan page Mobile app Traditional banks New players Spend categorisation CREDscore Mobile payment FB connect Paperless Personal Wisdom of crowds Infographics Photo cheque Alerts
- 6. Who will own the relation?
- 7. Ease of use Service quality Fees Interests Convenience Quality of advice Reasons for choosing the bank – Capgemini
- 8. Ease of useService quality Fees Interests ConvenienceQuality of advice Reasons for leaving the bank – Capgemini
- 10. The low down: Digital • The branch is the preferred channel for advice, but digital channels enjoy higher satisfaction • Customers want data- driven features, more options, visualisation, and personalisation
- 11. The low down: Competition • Competition in the digital channels is intensified – also from 3rd parties • Social and and mobile channels are part of the marketing mix
- 12. The low down: Drivers • 4 out of the 6 most important divers for changing banks are about the customer experience • 2 of them are about economy
- 13. To reach transaction objectives, relation objectives are crucial.
- 15. Customer experience = Growth • Repeat purchases due to higher loyalty • Increased cross sales due to relationship building • Increased customer intake through mentioning in the marketplace and better image • Decreased price sensitivity and reduced transaction cost
- 17. A positive and differentiated holistic experience in all touchpoints.
- 18. Customer experience • Direct and indirect touchpoint mapping • Customer journey mapping • Investigate customers’ process, needs and perception • Needs vs. MWR mapping • Define the experience in every touchpoint across the organisation • Adjust internal process
Notas do Editor
- Banker oprusterpå den digitalekanal – forecast af Forrester, men vi sersammetendens her hjemme (Danske Bank – tablet)Filialerudgør en stor post på cost-siden.. Her erpenge at spare, ogbankerneer I fuld gang..I danmarkerantalletaffilialerfaldet med 21% 2003-2010 (2200 til 1600) – I Europa gårtendensen den modsattevej (+13%)http://www.dr.dk/Nyheder/Indland/2012/06/04/120536.htmHvordanskal vi DIFFERENTIERE?!