2.0 Challenges For Retail Banks

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73 likes•3,254 views

Bouwe Kuik

Are reatil banks ready capitalize on the opportunites of web 2.0?

Economy & Finance Business

Enhancing Customer engagement through internet Are retail banks facing up to the challenges put by web 2.0? Woerden, April 2009

Content ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Interactivity & wizzards /

The interaction between bank and client has totally been reshaped by the Internet ,[object Object],[object Object],Interactivity & wizzards / @

The first Internet wave has boosted efficiency (and convenience) but reduced intimacy ,[object Object],[object Object],Interactivity & wizzards /

The challenge in the second wave is to regain the lost client intimacy Interactivity & wizzards / Time Revenue & Profitability 1-st generation 2005 2000 1995 2010 Transaction oriented ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],2-nd generation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Relation oriented

Drivers for successful engagement strategies Interactivity & wizzards / Focus specific topics and target groups Stickiness & usability Facilitate cross channel support (call center, branch office)

Retail bank’s engagement strategies focusses on Personal Finance & ‘personal’ institutional communication Interactivity & wizzards / Personal Finance Corporate communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Personal Finance: Banks need to move from managing funds to managing (realization of) clients’ financial needs ,[object Object],[object Object],Interactivity & wizzards / ,[object Object],[object Object],[object Object]

Corporate communication: Banks need to regain trust from society en regulators ,[object Object],[object Object],[object Object],Interactivity & wizzards / ,[object Object],[object Object]

Some examples to inspire you Interactivity & wizzards /

Figlo: facilitating financial planning Interactivity & wizzards / http://www.youtube.com/watch?v=UvOAIntlBnc

SNS Bank: What’s your savingplan? Simple 3 step wizard supports product selection Interactivity & wizzards /

Wesabe : Peer to Peer advisory for people with debt issue's Interactivity & wizzards / Explanation ,[object Object],[object Object],[object Object],[object Object],[object Object],Score ,[object Object],[object Object],[object Object],[object Object]

Umpqua Bank , bank like you live Interactivity & wizzards / http://www.umpquabank.com/

Rabobank ‘cooperative dividend’ engaging local community through supporting local initiatives Interactivity & wizzards /

ING Direct: wethesavers.com Interactivity & wizzards /

More information? Interactivity & wizzards / IG&H Consulting & Interim | market driven, operation wise Bouwe Kuik Senior Manager Financial Services Vijzelmolenlaan 10-18, Postbus 572 3440 AN WOERDEN The Netherlands M +31 (0)6 46278 477 T +31 (0)348 496 300 F +31 (0)348 496 393 I www.igh.nl E [email_address]

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2.0 Challenges For Retail Banks

1. Enhancing Customer engagement through internet Are retail banks facing up to the challenges put by web 2.0? Woerden, April 2009

6. Drivers for successful engagement strategies Interactivity & wizzards / Focus specific topics and target groups Stickiness & usability Facilitate cross channel support (call center, branch office)

10. Some examples to inspire you Interactivity & wizzards /

11. Figlo: facilitating financial planning Interactivity & wizzards / http://www.youtube.com/watch?v=UvOAIntlBnc

12. SNS Bank: What’s your savingplan? Simple 3 step wizard supports product selection Interactivity & wizzards /

13.

14.

15. Umpqua Bank , bank like you live Interactivity & wizzards / http://www.umpquabank.com/

16. Rabobank ‘cooperative dividend’ engaging local community through supporting local initiatives Interactivity & wizzards /

17. ING Direct: wethesavers.com Interactivity & wizzards /

18. More information? Interactivity & wizzards / IG&H Consulting & Interim | market driven, operation wise Bouwe Kuik Senior Manager Financial Services Vijzelmolenlaan 10-18, Postbus 572 3440 AN WOERDEN The Netherlands M +31 (0)6 46278 477 T +31 (0)348 496 300 F +31 (0)348 496 393 I www.igh.nl E [email_address]

19. Enhancing Customer engagement through internet Are retail banks facing up to the challenges put by web 2.0? Woerden, April 2009

Editor's Notes

© IG&H Management Consultants B.V. My name is Bouwe Kuik I have prepared a presentation on the topic of interactivity and wizards If you have any questions, I suggest you save them up for the discussion

2.0 Challenges For Retail Banks

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Editor's Notes