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Online Banking 2.0 webinar, October 28, 2010 by Brett King

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Online Banking 2.0 webinar, October 28, 2010 by Brett King

  1. 1. THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption
  2. 5. “ The world is changing very fast. Big will not beat small anymore... it will be the fast beating the slow .” Rupert Murdoch, 79
  3. 8. 1 Internet gives Control & Choice THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption
  4. 11. 300% $ Increase Since Jan 09 15% Online as % of Retail Deposits Market Source: Reuters x2
  5. 14. I trust my network more than I trust your brand...
  6. 15. Does your bank require all social media efforts to be vetted by compliance first? source: ABA Banking Journal Who’s your dedicated Head of Social Media?
  7. 16. 2 Mobility gives Anywhere & Anytime THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption
  8. 17. Mobility Usability
  9. 19. Slow Mobile App Involvement <ul><li>8,012 FDIC Insured Institutions in the USA As at Q1 2010 </li></ul><ul><li>Dedicated iPhone Apps: 257 </li></ul><ul><li>Specialized Mobile Websites: 54 </li></ul><ul><li>Android or other: 28 </li></ul>source: iTunes/Apple Inc, NetBanker.com, Mobile Phone McGee 4.2% * * With confidence error adjustment Who does your head of mobile report to?
  10. 20. Behavioral Shift <ul><li>97% own a computer </li></ul><ul><li>94% own a mobile phone </li></ul><ul><li>76% use Instant Messaging </li></ul><ul><li>15% of IM users are logged on 24/7 </li></ul><ul><li>34% use websites as their primary source of news </li></ul><ul><li>28% author a blog and 44% read blogs </li></ul><ul><li>49% download music using peer-to-peer file sharing </li></ul><ul><li>75% of college students have a Facebook account </li></ul><ul><li>60% own some type of portable music and/or video device such as an iPod </li></ul>
  11. 21. 3 MobilePayments gets us Ubiquitous & Cashless THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption
  12. 22. Who is in charge of phasing out cheques?
  13. 24. Why are we still offering cheque accounts and not mobile phones?
  14. 25. How will I apply for a credit card if there is no plastic?
  15. 28. <ul><li>Hot mortgage deals * </li></ul><ul><li>Citibank offset 6.5% 14 years ★★★☆☆ </li></ul><ul><li>HSBC Fixed Rate 5.75% 18 years ★★★☆☆ </li></ul><ul><li>Bank of America 5.65% 18 years ★★★★☆ </li></ul><ul><ul><ul><ul><ul><li>More deals </li></ul></ul></ul></ul></ul><ul><li>*Based on 30% deposit and mean value of houses in street </li></ul>$765,452
  16. 29. Designing the THE BIG SHIFT
  17. 33. Ad impressions per day (based on 100 Million units sold) 1 Billion iAd
  18. 34. Data Who? When? Why? How? Where?
  19. 38. Simplicity THE BIG SHIFT It’s not about channel, it’s not about technology Engagement
  20. 39. Out Now! Follow me on Twitter: @brettking Email me: [email_address]

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