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BancSabadell<br />Challenges for managing young customers<br />EFMA’s NGBAC #1<br />Pol Navarro – Head of Direct Channels ...
Designing for young customers<br />Design approach No. 1: immediacy. To overcome Generation Y’s fickle attention and broad...
BancSabadell approach<br />#1 Immediacy<br />Mobile banking and real-time feedback<br />Source: Forrester<br />
1 – Mobile banking and real-time feedback<br />
1 – Mobile banking and real-time feedback<br />
1 – Mobile banking and real-time feedback<br />
BancSabadell approach<br />#2 Gen Y literacy<br />Video communication<br />Source: Forrester<br />
2 – Video communication<br />YouTube and other online video sites are stealing viewers away from TV in the UK(source: BBC)...
2 – Video communication<br />
3 – Product personalization<br />BancSabadell<br />
3 – Product personalization<br />BancSabadell<br />
3 – Product personalization<br />BancSabadell<br />
BancSabadell approach<br />#4 Social interactivity<br />Customer service on social networks<br />Source: Forrester<br />
4 – Customer service on social networks<br />BancSabadell<br />
4 – Customer service on social networks<br />BancSabadell<br />
4 – Customer service on social networks<br />CONVERSATION<br />
4 – Customer service on social networks<br />
Challenges for managing young customers
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Challenges for managing young customers

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Challenges for managing young customers, presentation at EFMA's Next Generation Banking Council

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Transcript of "Challenges for managing young customers"

  1. 1. BancSabadell<br />Challenges for managing young customers<br />EFMA’s NGBAC #1<br />Pol Navarro – Head of Direct Channels and Innovation, Banc Sabadell<br />Amsterdam, June 2010<br />
  2. 2. Designing for young customers<br />Design approach No. 1: immediacy. To overcome Generation Y’s fickle attention and broad use of media, firms need to hook Gen Yers in by quickly exposing value and then keeping them interested over time.<br />Design approach No. 2: Gen Y literacy. Because Gen Yers are so influenced by peers and their own communication style, firms need to speak to them authentically and on their level.<br />Design approach No. 3: individualism. Diverse and expressive, Generation Yers respond to experiences that allow them to personalize and customize their interactions.<br />Design approach No. 4: social interactivity. Since Gen Y consumers are very social, firms should consider enabling them to communicate and express themselves.<br />Source: Forrester<br />
  3. 3. BancSabadell approach<br />#1 Immediacy<br />Mobile banking and real-time feedback<br />Source: Forrester<br />
  4. 4. 1 – Mobile banking and real-time feedback<br />
  5. 5. 1 – Mobile banking and real-time feedback<br />
  6. 6. 1 – Mobile banking and real-time feedback<br />
  7. 7. BancSabadell approach<br />#2 Gen Y literacy<br />Video communication<br />Source: Forrester<br />
  8. 8. 2 – Video communication<br />YouTube and other online video sites are stealing viewers away from TV in the UK(source: BBC)<br />
  9. 9. 2 – Video communication<br />
  10. 10. BancSabadell approach<br />#3 Individualism<br />Product and experience personalization<br />Source: Forrester<br />
  11. 11. 3 – Product personalization<br />BancSabadell<br />
  12. 12. 3 – Product personalization<br />BancSabadell<br />
  13. 13. 3 – Product personalization<br />BancSabadell<br />
  14. 14. BancSabadell approach<br />#4 Social interactivity<br />Customer service on social networks<br />Source: Forrester<br />
  15. 15. 4 – Customer service on social networks<br />BancSabadell<br />
  16. 16. 4 – Customer service on social networks<br />BancSabadell<br />
  17. 17. 4 – Customer service on social networks<br />CONVERSATION<br />
  18. 18. 4 – Customer service on social networks<br />

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