3. VODW: customer focused strategy
ā¢ Customer centricity
- New way of working: benchmark, strategy and change management
- Customer experience and service design
- Repositioning marketing: putting customers at centre stage
ā¢ New growth perspectives
- Online strategy: turning a channel into a business model
- CSR: a driver for business
- Self directed concepts for the mass affluent and for Generation Y
ā¢ āMore bang for the buckā
- Pricing strategies for direct additional bottom line growth
- Front line effectiveness, sales excellence and retention programmes
- Customer advocacy, social media and mobile services strategies
4.
5.
6. Reinventing financial services
Consumers' relationship with financial
1 institutions has changed
Consumers are calling for transparency
2 and simplicity
Consumers become more and more
3 self-directed
4 Consumers rely on the wisdom of crowds
5 Consumers are revaluing values
6 Consumers prefer to be 'closeā
7 Reinventing financial services
16. 4. Consumers trust the wisdom of crowds
Awareness Orientation Purchase Post purchase
From
Advertising Point of sale
mass media / online Sales force, outlets, PoS material
To
Comparison sites, Comparison sites,
social media social media
19. 5. Consumers revalue values
Common decency:
Recommend and sell only products that you would buy yourself.
Treat customers the way you would like to be treated.
ā¢ Act from the customerās best interest
ā¢ Guarantee an honest price
ā¢ Donāt offer new customers a better price than existing customers
ā¢ Stop empty promises
ā¢ Ban each product that is not completely clear
ā¢ Show more leniency. Act less rigid.
ā¢ Only sell products that customers actually need
(not what we like to cross sell)
ā¢ Support customers who face difficulties. Offer relief.
ā¢ Leverage assets and competences to make a positive change in society
23. 6. Consumers prefer ābeing closeā
Online Current account
Mobile Daily empowerment
24. Reinventing financial services
Dilemmas
ā¢ Transparency and simplicity versus margin
ā¢ Cost reductions versus service excellence
ā¢ Back to the original function versus new added value
ā¢ Shareholder value versus value for customers
ā¢ Scale versus close - is small the new big?
ā¢ Compliance versus customer communication
ā¢ Sales versus 'ethics'
ā¢ Future solutions versus past problems
ā¢ Responsibility and sustainability versus short term results
ā¢ ...
25. Reinventing financial services
Design principles
ā¢ Changing purchase drivers: service will gain importance.
ā¢ Customer intimacy and service excellence
on top of operational excellence.
ā¢ Mobile and online: keys to restore trust.
High frequency use, satisfaction and advocacy.
ā¢ Become part of life. Authentic and relevant. 'The human scale'.
ā¢ Empowerment.
ā¢ 360 Transparency and simplicity.
ā¢ Seamless integration of channels.
ā¢ Leverage contact frequency for deep understanding.
ā¢ Put customers at centre stage.
26. Reinventing financial services
Book website
www.reinventingfinancialservices.com
Apple iBook edition
Kindle eBook edition
at Amazon.com