1.
Digital
Advocacy
Is the Future
of Banking

2.
The State
of the Industry
1

3.
Deposits are consolidating…

4.
Revenue has flatlined…

5.
… and consumers have more choice.

6.
PLUS — Fintech investment has skyrocketed.

7.
The Question Is:
How Do Financial
Institutions Stay
Competitive?

8.
The Answer: Become a Digital Advocate.

9.
Why
Advocacy?
2
Fight for the
account holder!

10.
“Banks are at a tipping point.
Their historically stable customer
base could erode steadily if they
cannot deliver the service
proposition that customers
demand.”
– Accenture

11.
“Focusing on customer loyalty is
no longer just a smart strategy. In
an age of empowered customers,
it is an imperative.”
– Forrester Research

12.
“Banks today need to look
beyond their traditional goals …
they must focus their energy on
winning customer advocacy.”
– Infosys

13.
“Becoming more customer‑centric
should be a priority for all
financial services providers.”
– Deloitte

14.
“Retail banks have long been
more preoccupied, appropriately,
with countering threats of fraud
and satisfying regulators … They
now face unprecedented
customer unrest.”
– Bain

15.
“Focusing on the customer
experience is paramount to
establishing complete trust.”
– Ernst & Young

16.
ALSO:
We surveyed 504 random U.S.
consumers. This is what we found…

17.
1. Consumers avoid bad experiences.

18.
2. They don’t feel supported.

19.
3. They’re wary of banks.

20.
4. They’re tempted to leave.

21.
Why
Digital?
3

22.
Consumers prefer digital.

23.
They want better mobile experiences.

24.
They’re also using mobile more and more.

25.
How to
Move Forward
4

26.
How to
Move Forward
3
3 Suggestions from Ernst & Young:

27.
1. Make banking simple and clear.

28.
2. Help customers make the right financial decisions.

29.
3. Be proactive in anticipating and solving problems.

30.
In the end, advocacy brings future revenue.

31.
For more on this topic, see the white paper
“The Banker’s Guide to Digital Advocacy.”
Thanks for sharing!
The End.