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eFinancials 2010 Pol Navarro - Banco Sabadell

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    eFinancials 2010 Pol Navarro - Banco Sabadell eFinancials 2010 Pol Navarro - Banco Sabadell Presentation Transcript

    • Banks should be prepared for the customer of tomorrow today BancoSabadell Pol Navarro – Head of Direct Channels and Innovation, Banco Sabadell Amsterdam, November 2010 Emerce efinancials
    • Banco Sabadell 4th largest banking group in Spain Focused on commercial banking More than 1.500 branches and 2.5 million customers (*) (*) After Banco Guipuzcoano integration
    • How is the customer of tomorrow? Customers are permanently online
      • Penetration of mobility (+100%)
      • “ Social networked”
      • Mobile, Internet and TV convergence
      • Phones with more and more capacities
    • Customer experience / lifecycle Service Listen Communicate Engage Sales New digital environment
    • Customer experience / lifecycle Service Listen Communicate Engage Sales New digital environment
    • Direct branch – Customer service 24x7 1 Available 24 hours a day, 7 days a week Resolving any service enquiry in max 1 hour Through the channel selected by the customer
    • Direct branch – Customer service on twitter
      • First Spanish bank using twitter as customer service channel
    • Mobile usage growth
    • BS Mobile – Our mobile banking service
      • First European bank with an iPad mobile banking app*
      * According to Finextra
    • BS Mobile – Strong promotion of the service
    • BS Mobile – Strong promotion of the service
    • BS Mobile – Strong promotion of the service
    • BS Mobile – High usage by our customers Most used phones iPhone / iPad 63% BlackBerry 16% Nokia / Android 13% Active users 2010 10% of online banking customers Target 2011 30% of online banking customers
    • Customer experience / lifecycle Service Listen Communicate Engage Sales New digital environment
    • Listen to your customers and employees
      • More than 2.500 ideas generated by our customers and employees
    • Customer experience / lifecycle Service Listen Communicate Engage Sales New digital environment
    • Where are your customers?
    • More Time Spent Social Networking Than on Email (source: Nielsen Online) YouTube and other online video sites are stealing viewers away from TV in the UK (source: BBC) Where are your customers?
    • Video content is the king
      • Channel with more views thanks to Pep Guardiola’s commercial “Making Of”
    • Video content is the king
      • Resumen actividad 30 días 24 h Incremento
      • Visitas Sala de Prensa 1.160 289 x 7
      • Imágenes vistas 3.850 405 x 3
      • Videos vistos 2.527 23.904 x 284
      • Comentarios twitter 30 94 x 94
      • Comentarios facebook 15 26 x 52
    • Engage your audience
    • Customer experience / lifecycle Service Listen Communicate Engage Sales New digital environment
    • Customer acquisition through online channels Decides to open a new account with the bank Notified of his local branch NEW CUSTOMER 3 1 Account opening form fullfillment 2 BRANCH New contract signature Cross-selling of products 5 DIRECT BRANCH Follow-up of the new customer (e-mail / call) New customer setup 4 Impacts
    • Customer acquisition through online channels Customer acquisition 2010 3% of customer acquisition online Target 2011 10% of customer acquisition online Service transactions 2010 75% of service transactions online Target 2011 90% of service transactions online
    • Conclusions Immediacy It’s real-time, not multi-channel anymore Social interactivity Join the conversation and manage your community Everywhere Infinite touch points (Tablets, TV, e-books, etc.) Online Sales Internet is your “flagship store”
    • Thanks! Thanks for your attendance Pol Navarro Gonfaus Head of Direct Channels and Innovation NavarroP@bancsabadell.com @polnavarro