Banking: Service innovation is up!
•Download as PPTX, PDF•
2 likes•1,755 views
Banks are facing increased competition in the digital channels. Focus should be on innovative services that will fulfill and surpass customers' expectations. This could provide competitive advantage.
Recommended
More Related Content
What's hot
What's hot (20)
Viewers also liked
Viewers also liked (12)
Similar to Banking: Service innovation is up!
Similar to Banking: Service innovation is up! (20)
Recently uploaded
Recently uploaded (20)
Banking: Service innovation is up!
- 2. Banks’ digital spend as percentage of total ad spend - Forrester
- 3. What customers want Balance from different banks in one place Spend categorisation Goal saving Budget tool Alerts Personalisation Online advising
- 4. Who sees it from the customer’s perspective?
- 5. FB fan page Mobile app Traditional banks New players Spend categorisation CREDscore Mobile payment FB connect Paperless Personal Wisdom of crowds Infographics Photo cheque Alerts
- 6. Who will own the relation?
- 7. Ease of use Service quality Fees Interests Convenience Quality of advice Reasons for choosing the bank – Capgemini
- 8. Ease of useService quality Fees Interests ConvenienceQuality of advice Reasons for leaving the bank – Capgemini
- 10. The low down: Digital • The branch is the preferred channel for advice, but digital channels enjoy higher satisfaction • Customers want data- driven features, more options, visualisation, and personalisation
- 11. The low down: Competition • Competition in the digital channels is intensified – also from 3rd parties • Social and and mobile channels are part of the marketing mix
- 12. The low down: Drivers • 4 out of the 6 most important divers for changing banks are about the customer experience • 2 of them are about economy
- 13. To reach transaction objectives, relation objectives are crucial.
- 15. Customer experience = Growth • Repeat purchases due to higher loyalty • Increased cross sales due to relationship building • Increased customer intake through mentioning in the marketplace and better image • Decreased price sensitivity and reduced transaction cost
- 17. A positive and differentiated holistic experience in all touchpoints.
- 18. Customer experience • Direct and indirect touchpoint mapping • Customer journey mapping • Investigate customers’ process, needs and perception • Needs vs. MWR mapping • Define the experience in every touchpoint across the organisation • Adjust internal process
Editor's Notes
- Banker oprusterpå den digitalekanal – forecast af Forrester, men vi sersammetendens her hjemme (Danske Bank – tablet)Filialerudgør en stor post på cost-siden.. Her erpenge at spare, ogbankerneer I fuld gang..I danmarkerantalletaffilialerfaldet med 21% 2003-2010 (2200 til 1600) – I Europa gårtendensen den modsattevej (+13%)http://www.dr.dk/Nyheder/Indland/2012/06/04/120536.htmHvordanskal vi DIFFERENTIERE?!