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The New Banking has to be S.U.P.E.R.

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Presentation given at Bank Management Forum. …

Presentation given at Bank Management Forum.
Athens, Greece, 6 December 2011
Conference organized by Boussias Communications

Published in: Economy & Finance, Business

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  • 1. THE NEW BANKINGHAS TO BES.U.P.E.R.SOTIRIS SIRMAKEZIS|DEPUTY GENERAL MANAGER | eBUSINESS SECTOR | PIRAEUS BANK
  • 2. BUSINESS CARD Sotiris Sirmakezis Deputy General Manager DIRECT SERVICES 87, Sygrou Ave., 117 45 Athens, Hellas, Tel.: +30 210 9294065 Fax: +30 210 9294020, e-mail: sirmakezis@winbank.gr Sotiris Sirmakezis Managing Director 8, Gamveta St., 114 50 Athens, Hellas. Tel.: +30 210 9294065 Fax: +30 210 9294020, e-mail: sirmakezis@winbank.gr
  • 3. Web Banking Cards Online Mobile BankingCHANNELS PERSONAL BUSINESS INTERNET SMARTPHONE ONLINE STOCK BROKERAGE MOBILE BROWSER IVR MULTI-COUNTRY x 6 TEXT / SMS ATM Network Phone Banking easypay kiosks BRANCH AGENT CASH PAYMENTS OFF-SITE IVR TICKETS, PASSBOOKS Debit Card paycenter easypay web ATM PHONE ONLINE SHOPS www.easypay.gr EFT/POS TELLER CALL CENTERS 18-28-38SERVICES weBuy Prepaid SEPA Direct Debits easypay mobile Alerts Air-time Top-Up Instant Cash TEXT / SMS ALL OPERATORS ATM E-MAIL ALL VALUES PHONE PHONE CALL ALL CHANNELS WEB NOTIFICATION SMARTPHONE
  • 4. Public Web Sites Social Media Banner Campaign OptimizationINTERACTIVE INFORMATION ARCHITECTURE FACEBOOK MARKETING CONTENT MANAGEMENT PAGE DESIGN TWITTER Online SEARCH ENGINE OPTIMIZATION Reputation YOUTUBE Management GREECE & ABROAD FLICKR Search Engine BANK & AFFILIATES Marketing Direct Public Web SitesONLINE SALES www.winbankdirect.gr www.piraeusbank.xx  18-200 DESIGN – SEO - WCMS
  • 5. GREEK STATISTICS
  • 6. PENETRATION MOBILE PHONES PERSONAL COMPUTER INTERNET D/T PLAY SOCIAL MEDIA E-SHOPPING Focus Bari Web ID
  • 7. PENETRATION by age Focus Bari Web ID
  • 8. E-SHOPPERS 33% of all internet users60% surf the web through their mobile phone 95% surf the web @ home More than 70% are normal/heavy users15 purchases / e-shopper / year 2 out of 3 purchases in domestic e-shopsΑφξθςθ τηίρου +30% 2011 vs. 2010 68% are web banking users ΟΠΑ / ELTRUN
  • 9. .U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E. SIMPLE S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U. SIMPLEU.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. .P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U UBIQUITOUSU.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E S.UBIQUITOUSP.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P. R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P. PERSONAL S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R.S.U.P.E.R. S.U.P S.U.PERSONALE.R. S.U.P.E.R. S.UP.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P ENGAGING .R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R.S.U.P.E.R. S S.U.P.ENGAGINGR. S.U.P.E.R.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U REASSURINGE.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.REASSURING .P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E
  • 10. “Render therefore to Caesar…” A presentation inspired from “Next-Generation Digital Financial Services” by Alexander Hesse Forrester Research, March 11, 2011
  • 11. IMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLEPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLEE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIM MPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMP MPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLELE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLESIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIM PLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE S SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPL SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMP IMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLEPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
  • 12. THIS IS NOT SIMPLE
  • 13. THIS IS SIMPLE“We’re not a better bank.We’re more than a bank.” “We are a well-designed everyday experience.” “Banks have forgotten who their customers are.”
  • 14. THIS WILL ALSO BE SIMPLE
  • 15. MAKE IT SIMPLE: SHOW IT
  • 16. SIMPLE> Make it easy for customers to achieve their goals> Design with function in mind> Simplify your processes> Provide information that is easy to understand> Simply: “What would YOU want from your bank?”
  • 17. UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUSQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UB S UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS TOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQ UITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UB S UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITO ITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOU QUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS U UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UB S UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITO
  • 18. UBIQUITOUS 1> Most devices are connected> U.N. declared internet access as a “human right”> People are always on
  • 19. UBIQUITOUS 2> Choice: give your customers the right of choice (basic marketing principle)> Consistency: preserve customer experience on cross-channel journeys> Continuity: each channel passes information over to all other channels
  • 20. The ever-present bank Mutual Consumer Credit Funds Loans Cards Investments Mortgage Loans Stocks Every new device & channel, BillDeposits every new product & service Payments adds VALUE to our RELATIONSHIP Remittances Mass with our CUSTOMER Large Retail Corporate Affluent Private Small SME Banking Gen-Y Business
  • 21. UNIVERSAL, ENTEPRISE-WIDE WEB SERVICES MULTI-TOUCH MOBILE/SMART APS TABLET PHONE TELEPHONE ATM (CALL CENTER) WEB SERVICES WIDGETS/HTML5 PERSONAL BRANCH CONTENT COMPUTER TOOLS SOCIAL MEDIA ??? (YET UNKNOWN) SMART/ CAR GAME INTERNET TV NAVIGATOR CONSOLE
  • 22. Customers Will Adopt New Channels(But Without Giving Up Existing Ones)
  • 23. SMARTPHONEownership by web/e-banking users Internet Users YES 38% iPhone 25 % Samsung 20 Nokia 18 HTC 15 NO 62% Sony Ericsson 12 BlackBerry 3 Zte 3 Web-Banking Users LG 3 Vodafone 1 YES Άλλο 1 49% 0 20 40 60 80 100 NO 51%
  • 24. THE SMARTPHONE ERA> THE CLOUD IS ENDING PC’s REIGN AS A DEVICE> PEOPLE SPEND MORE TIME ON MOBILE PHONES THAN ON THE WEB> NEW SMARTPHONE SALES ARE LARGER THAN NEW PC SALES> MOBILEBANKING WILL REPLACE PC-BANKING FOR INDIVIDUALS
  • 25. THE SMARTPHONE-CENTRIC ACCOUNT ONE-TIME LOAD AIR-TIME SMS BANKING PASSWORD get send send text text HELP ALERT text DESK get talk text SMART- BANKING talk PHONE touch PHONE & TRADING BANKING ACCOUNT video tap BILL PAYMENT PAY@SHOP SCAN BILL & PAY touch (NFC) touch video LOCATE ATM CASH SEND (AUGMENTED WITHDRAWAL MONEY REALITY)
  • 26. E-BANKING IN BRANCHES> Reduce operating expenses / increase productivity> Utilize existing investments> Create once / use many times> Enrich functionality of remote banking services> Intra-bank transaction migration program> Ανδ. Ακαναςόπουλοσ: «Λιγότερα αλλά καλφτερα ςθμεία τραπεηικισ εξυπθρζτθςθσ»
  • 27. PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONALSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL P PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PNAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PNAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PEL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PPERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PE ERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL L PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSO SONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSON
  • 28. PERSONAL: Content
  • 29. PERSONAL: Content
  • 30. PERSONAL: Navigation
  • 31. PERSONAL: Presentation
  • 32. PERSONAL: Presentation
  • 33. PERSONAL:Cross-channel Campaign Management
  • 34. PERSONAL:Cross-channel Campaign Management
  • 35. NGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGI AGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING EG ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING E GING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGINGNG ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING EN AGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGIN ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGINGENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGIG ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENG AGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGA
  • 36. FACTOur products are not the most excitingdiscussion subject on the web…
  • 37. FACT “A brand is no longer what we tell the consumers – it is what the consumers tell each other it is.” Scott D. Cock, Founder of Procter & Gamble
  • 38. FACT
  • 39. FACT JAY BAER & AMBER NASLUND AUTHORS OF THE NOW REVOLUTION
  • 40. ENGAGEMENT: WHAT (NOT) TO DO “Think of social media as a cocktail party. You don’t go into the party and go to the middle of the room screaming “BUY MY PRODUCTS!!!” What works, is that you have some meaningful conversation first. And that’s just how social media works.” David Spark, Tech Journalist, San Fransisco
  • 41. iTUNES RATINGS  
  • 42. CHANNELS YOUTUBE TV CHANNEL
  • 43. CHANNELS FACEBOOK PAGE (WELCOME TAB)
  • 44. CHANNELS TWITTER @winbank_tweets
  • 45. CHANNELS FACEBOOK USER COMMENTS
  • 46. CHANNELS FACEBOOK USER COMMENTS……on our services …on our social media presence Proposal for new stuff Negative comment
  • 47. REASSURING REASSURING REASSURING REASSURING REASSURINGSSURING REASSURING REASSURING REASSURING REASSURING REG REASSURING REASSURING REASSURING REASSURING REASSUR URING REASSURING REASSURING REASSURING REASSURING REASURING REASSURING REASSURING REASSURING REASSURING REA RING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REANG REASSURING REASSURING REASSURING REASSURING REASSUREASSURING REASSURING REASSURING REASSURING REASSURINGSSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURINASSURING REASSURING REASSURING REASSURING REASSURING R REASSURING REASSURING REASSURING REASSURING REASSURINNG REASSURING REASSURING REASSURING REASSURING REASSUSSURING REASSURING REASSURING REASSURING REASSURING RE G REASSURING REASSURING REASSURING REASSURING REASSUR
  • 48. HUMAN ASSISTANCE > Minimum Speed of Answer > Service Level > Knowledge Management > Customer Satisfaction > Net Promoter Score
  • 49. HUMAN ASSISTANCE
  • 50. SOCIAL ASSISTANCE: twitter extraPIN generator
  • 51. AUTOMATIC REASSURANCE EMAIL ALERTS
  • 52. AUTOMATIC REASSURANCE SMS ALERTS
  • 53. WHAT’S IN IT FOR US
  • 54. WE (SHOULD) OUR CUSTOMERS web banking users vs. non-users… (averages, 2010) …own 187% more ...execute 84% more products! monetary transactions 45% ...are ...increase product utilization by more loyal! 214% and new product acquisition by 143%
  • 55. eBusiness in Banking MISSION : :IMPOSSIBLE ? MISSION e-POSSIBLE !SOTIRIS SIRMAKEZIS|DEPUTY GENERAL MANAGER | eBUSINESS SECTOR | PIRAEUS BANKsirmakezis@winbank.gr | linkedin.com/in/sirmakezis | facebook.com/sirmakezis | twitter.com/sotiris11