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1
7 lessons
engaging customers on digital
Jon-Tzen Ng
Head Digital & Innovation, HK & China
Standard Chartered Bank
2
3
image: amadarose.co.uk
image: 123rf.com
4
1 in 2 prefer
banking online to
the branch
source: financialbrand.com
5
83% of customers
move between
channels
source: mckinsey retail banking asia
6
1 in 3 likely to
reach out over
social than phone
image: placeit
source: nm incite social care
7
Less than 50%
would recommend
their bank
source: mckinsey new expectations for asia’s retail banks
8
Lessons
engaging
customers
on digital
image: www.public-domain-image.com
9
#1
Make it
accessible
image: placeit
10
#2
Keep it relevant
image: placeit
11
#3
Be the start of the
purchase journey
12
#4
It’s the content,
not the packaging
image: placeit
13
#5
Be about them
first, not us
14
#6
Keep it simple and
functional
image: placeit
15
#7
Make it fun along
the way
16
World’s best
consumer internet bank
2011, 2012
Awarded by Global Finance
17

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7 Lessons Engaging Customers on Digital