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Banking: Serviceinnovation is up!
Banks’ digital spend as percentage of total ad spend - Forrester
What customers wantBalance from different banks in one placeSpend categorisationGoal savingBudget toolAlertsPersonalisatio...
Who sees itfrom thecustomer’sperspective?
FB fan pageMobile appTraditionalbanksNewplayersSpendcategorisationCREDscoreMobile paymentFB connectPaperlessPersonalWisdom...
Who will ownthe relation?
Ease of use Service quality Fees Interests Convenience Quality of adviceReasons for choosing the bank – Capgemini
Ease of useService quality Fees Interests ConvenienceQuality of adviceReasons for leaving the bank – Capgemini
The low down: Digital• The branch is thepreferred channel foradvice, but digitalchannels enjoy highersatisfaction• Custome...
The low down: Competition• Competition in thedigital channels isintensified – alsofrom 3rd parties• Social and and mobilec...
The low down: Drivers• 4 out of the 6 mostimportant divers forchanging banks areabout the customerexperience• 2 of them ar...
To reach transactionobjectives, relationobjectives are crucial.
Customerexperience
Customer experience = Growth• Repeat purchases due to higher loyalty• Increased cross sales due to relationshipbuilding• I...
A positive anddifferentiatedholisticexperience in alltouchpoints.
Customer experience• Direct and indirecttouchpoint mapping• Customer journeymapping• Investigate customers’process, needs ...
Banking: Service innovation is up!
Banking: Service innovation is up!
Banking: Service innovation is up!
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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.

Published in: Economy & Finance, Business
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  • 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?!
  • Transcript of "Banking: Service innovation is up!"

    1. 1. Banking: Serviceinnovation is up!
    2. 2. Banks’ digital spend as percentage of total ad spend - Forrester
    3. 3. What customers wantBalance from different banks in one placeSpend categorisationGoal savingBudget toolAlertsPersonalisationOnline advising
    4. 4. Who sees itfrom thecustomer’sperspective?
    5. 5. FB fan pageMobile appTraditionalbanksNewplayersSpendcategorisationCREDscoreMobile paymentFB connectPaperlessPersonalWisdom of crowdsInfographicsPhoto chequeAlerts
    6. 6. Who will ownthe relation?
    7. 7. Ease of use Service quality Fees Interests Convenience Quality of adviceReasons for choosing the bank – Capgemini
    8. 8. Ease of useService quality Fees Interests ConvenienceQuality of adviceReasons for leaving the bank – Capgemini
    9. 9. The low down: Digital• The branch is thepreferred channel foradvice, but digitalchannels enjoy highersatisfaction• Customers want data-driven features, moreoptions, visualisation,and personalisation
    10. 10. The low down: Competition• Competition in thedigital channels isintensified – alsofrom 3rd parties• Social and and mobilechannels are part ofthe marketing mix
    11. 11. The low down: Drivers• 4 out of the 6 mostimportant divers forchanging banks areabout the customerexperience• 2 of them are abouteconomy
    12. 12. To reach transactionobjectives, relationobjectives are crucial.
    13. 13. Customerexperience
    14. 14. Customer experience = Growth• Repeat purchases due to higher loyalty• Increased cross sales due to relationshipbuilding• Increased customer intake through mentioningin the marketplace and better image• Decreased price sensitivity and reducedtransaction cost
    15. 15. A positive anddifferentiatedholisticexperience in alltouchpoints.
    16. 16. Customer experience• Direct and indirecttouchpoint mapping• Customer journeymapping• Investigate customers’process, needs andperception• Needs vs. MWR mapping• Define the experience inevery touchpoint acrossthe organisation• Adjust internal process
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