The document discusses trends in communication with Consumer 3.0 and provides 5 suggestions for financial institutions. It notes that people are sensitive about their money and discusses how consumers in the "YOUniverse" want companies to be honest, involved in social issues reasonably, share personal concern, make the customer experience central, and understand what clients will want tomorrow. Specific statistics and studies are referenced to support points about consumers becoming more informed, cautious about sharing information, and wanting personalized attention rather than generic marketing.

1. The YOUniverse
of Consumer 3.0
5 hand-to-hand fighting guides
for financial institutions
successful communication

2. 2014
Alexander Dourchev,
All Channels Communication Group

3. BG reality
World trends
а. Utopia
b. Feasibility

4. People are most
sensitive to their
money.
A. Hassiotis

5. How many pieces for you?
to keep current clients,
to attract new clients and
to create stable loyalty
to our brands...

6. on every
PRICE
Congrats on your new
profitable home
(with floating rate for 35 years)
Call me
anytime!
If you could
somehow secure
the credit line
Easy money
under the best
conditions...
... During the promo period
Great
deal!
plus 3 kinds of taxes

7. Can we
fix the bill?

9. Consumer 3.0 82%
Even more
(over)informed
Still
cautious
think, that the companies
collect too much info
about them
86%
Are trying to hide
their online
activities
Adobe, June 2013
Pew Research Center, Sep 2013

10. Somewhere in … … the YOUniverse
47%
Will share
their location
to get an offer
49%
Are willing to
make biometric
payments
But ...

11. 5 suggestions of … what the YOUniverseanians want

12. №1: Be honest and ... fun

13. Nobody expects you to be a saint …
90%
Expect brand
honesty about their
products
characteristics
49%
... but to
be mature 
According to
10%
This is happening
It is important for the
brands to listen and answer
honestly and timely

15. №2: Be involved (reasonably&daring)

16. 71%
Expect the companies
to solve social issues
Но...
Only
39%
Of them do
37%
The business
exploits
profitable
issues

18. №3: Share personal concern

19. 67%
It is important
for the bank office
to be nearby
Но ...
Only 58%
19%
use it
often
Prefer the bank office
to close in order to
to reduce their taxes

20. Despite all that...
54%
The live contact
matters the
most
Mitel, October 2013

23. №4: Be in the center of the experience

24. 50%
want references for
specific products
But ...
34%
want personalized
Internet pages
70%
neglect
personalized letters

25. Activity-based marketing

27. №5: Get to know what your
clients want ... tomorrow

28. Predictive banking
Big data Social
media
Online
activity
Physical
purchases
CRM
Market
analysis
THE PERSONAL OFFER IN THE RIGHT TIME
90%
Of the data are
lost profits

30. Thank you