This document discusses how financial services companies can better understand and target millennial customers. It notes that millennials are the largest generation, spend over $2.45 trillion annually, and will inherit wealth from baby boomers. The document discusses how millennials connect to brands, make purchasing decisions, and are influenced by others. It provides recommendations for financial services companies, such as understanding millennials' life stages and values, improving customer experience channels, marketing through education rather than advertising, and making products simple. Examples are given of banks engaging millennials through social media, education, and community involvement.
Intrepid Millennial Explorers: Changing The Face Of Modern Consumerism (Webin...Influence Central
Millennials — the group of young, up-and-coming Americans in their post-college 20s to early 30s — now represent the next rising generation, rapidly increasing in consumer power and influence. Yet despite this, Millennials remain among the least understood consumer sectors. Do their ongoing bonds to their parents demonstrate a lack of independence or simply strong family ties? Does their fluency with technology impact their trust of online consumer sources or do offline, personal recommendations still matter? What most directly drives their path to purchase?
In this webinar, Influence Central CEO and Founder, Stacy DeBroff, and Senior Vice President of Insights and Strategy, Tracey Hope-Ross, present and discuss our groundbreaking study of 1,100 American Millennial Women to help gain more in-depth insight into this influential demographic
Discussion around how to improve the way you engage with your customers to increase wallet share and reduce churn. The twist is to take advantage of the window of opportunity that 2 seconds when the customer is on your website, on a call, chatting with a teller.
Intrepid Millennial Explorers: Changing The Face Of Modern Consumerism (Webin...Influence Central
Millennials — the group of young, up-and-coming Americans in their post-college 20s to early 30s — now represent the next rising generation, rapidly increasing in consumer power and influence. Yet despite this, Millennials remain among the least understood consumer sectors. Do their ongoing bonds to their parents demonstrate a lack of independence or simply strong family ties? Does their fluency with technology impact their trust of online consumer sources or do offline, personal recommendations still matter? What most directly drives their path to purchase?
In this webinar, Influence Central CEO and Founder, Stacy DeBroff, and Senior Vice President of Insights and Strategy, Tracey Hope-Ross, present and discuss our groundbreaking study of 1,100 American Millennial Women to help gain more in-depth insight into this influential demographic
Discussion around how to improve the way you engage with your customers to increase wallet share and reduce churn. The twist is to take advantage of the window of opportunity that 2 seconds when the customer is on your website, on a call, chatting with a teller.
Leveraging Social Media to Tell Your Sustainable Fashion StoryEarthsite
With the movement towards sustainable design in the fashion industry, social media is playing a key role for brands to tell their sustainability story; where and how products are made, what materials they are made of, and the life cycle of the product. Whether you are a boutique eco-fashion brand or a large retailer, sustainability is about being transparent, open and authentic. Social media provides a platform for brands to authentically tell their sustainability story. In this presentation, we will look at fashion brands that have successfully integrated social media into their sustainability initiatives, learn what engages and builds trust with eco-conscious consumers, and discuss best practices for using social media in sustainability campaigns.
E-Commerce Reviews & Marketing: The Dramatic Reshaping of the Consumer Experi...Influence Central
Searching for a new product? Can’t decide between two different brands? Today, everything you need to know can be found at your fingertips through e-commerce reviews. Through personal product usage experiences chronicled on online sites or authentic narratives posted on social media platforms, online reviews have transformed today’s purchasing journey. Moreover, these e-commerce reviews now impact every phase of the consumer path to purchase – from initial product research to closing the final sale.
In this webinar, Influence Central CEO and Founder Stacy DeBroff discusses new Influence Central research on the rise of e-commerce reviews – how they’ve impacted online and offline sales, sparked new product trial, and launched a generation of savvy, discerning consumers.
Meet the consumer power house MILLENNIAL by Brandnow.asia Sept 2016Pacharee Pantoomano
In 2020, Millennial or Generation Y will be the supreme consumer group. Find out what motivates them and how brands should talk with this new power house.
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Webinar Deck: Mobile marketing for youth markets roundtableArcher Inc.
Webinar Deck: Mobile marketing for youth markets roundtable
Join us for a live discussion in an open roundtable discussion that will explore insights with industry experts on the exciting subject of Mobile Marketing for the Youth Market.
We anticipate a lively discussion with a panel of "on the ground" strategists who have hands on experience on campaign deployment targeted at the all-important youth demographics. Our panel will be filled with live audience's questions as well as previously tweeted questions at #iloopmobilewebinar.
Panel:
Microsoft, Julie Lynn Southard, Group Manager, Xbox Consumer Engagement
MMA, Michael Becker, Managing Director, North America
One50One Agency, Troy Brown, President
iLoop Mobile, Michael Ahearn, VP Strategic Marketing
Moderated by Virginie Glaenzer, Director of Marketing iLoop Mobile
Presentation on the concentration of social influence on the social web by Agent Wildfire's Sean Moffitt - updates for April 2011 www.agentwildfire.com
When you’re meandering through Twitter, whose accounts do you make sure to check every time?
As part of our Beneath the Trends series of research reports, we decided to gain a broader understanding of social media influencers among Gen Z and Millennials, particularly in terms of how influencers affect purchases. We designed a 25-minute qualitative interview with 204 people, and probed their responses using an artificial intelligence-moderated conversation.
The Millennials are aged between 18 and 33 and they will earn $200 billion annually starting in 2017. But who are they? What are their attitudes, what do they value? Imagination explores the Millennials in this short presentation. For a longer deck or to discuss a presentation please contact garreth.owen@imagination.com.
Engaging millenials for financial servicesJason Dea
Webinar sponsored by Empathica discussing how the financial services industry can leverage great experiences to better engage with the Millennial generation
Find a great Infographic summary of some of the research here http://forewardsapp.com/blog/influence-millenials-drive-customer-referrals/
Wondering how to get a sense of how your customer experience ranks with respect to best practices? How do you incorporate new channels with the traditional channels? Here's 7 steps to get you started!
Leveraging Social Media to Tell Your Sustainable Fashion StoryEarthsite
With the movement towards sustainable design in the fashion industry, social media is playing a key role for brands to tell their sustainability story; where and how products are made, what materials they are made of, and the life cycle of the product. Whether you are a boutique eco-fashion brand or a large retailer, sustainability is about being transparent, open and authentic. Social media provides a platform for brands to authentically tell their sustainability story. In this presentation, we will look at fashion brands that have successfully integrated social media into their sustainability initiatives, learn what engages and builds trust with eco-conscious consumers, and discuss best practices for using social media in sustainability campaigns.
E-Commerce Reviews & Marketing: The Dramatic Reshaping of the Consumer Experi...Influence Central
Searching for a new product? Can’t decide between two different brands? Today, everything you need to know can be found at your fingertips through e-commerce reviews. Through personal product usage experiences chronicled on online sites or authentic narratives posted on social media platforms, online reviews have transformed today’s purchasing journey. Moreover, these e-commerce reviews now impact every phase of the consumer path to purchase – from initial product research to closing the final sale.
In this webinar, Influence Central CEO and Founder Stacy DeBroff discusses new Influence Central research on the rise of e-commerce reviews – how they’ve impacted online and offline sales, sparked new product trial, and launched a generation of savvy, discerning consumers.
Meet the consumer power house MILLENNIAL by Brandnow.asia Sept 2016Pacharee Pantoomano
In 2020, Millennial or Generation Y will be the supreme consumer group. Find out what motivates them and how brands should talk with this new power house.
Word of Mouth Cheat Sheet (Agent Wildfire)Sean Moffitt
167 facts and stats you need to know about word of mouth, community-building, social media and marketing in a conversation marketplace, culture and society
Webinar Deck: Mobile marketing for youth markets roundtableArcher Inc.
Webinar Deck: Mobile marketing for youth markets roundtable
Join us for a live discussion in an open roundtable discussion that will explore insights with industry experts on the exciting subject of Mobile Marketing for the Youth Market.
We anticipate a lively discussion with a panel of "on the ground" strategists who have hands on experience on campaign deployment targeted at the all-important youth demographics. Our panel will be filled with live audience's questions as well as previously tweeted questions at #iloopmobilewebinar.
Panel:
Microsoft, Julie Lynn Southard, Group Manager, Xbox Consumer Engagement
MMA, Michael Becker, Managing Director, North America
One50One Agency, Troy Brown, President
iLoop Mobile, Michael Ahearn, VP Strategic Marketing
Moderated by Virginie Glaenzer, Director of Marketing iLoop Mobile
Presentation on the concentration of social influence on the social web by Agent Wildfire's Sean Moffitt - updates for April 2011 www.agentwildfire.com
When you’re meandering through Twitter, whose accounts do you make sure to check every time?
As part of our Beneath the Trends series of research reports, we decided to gain a broader understanding of social media influencers among Gen Z and Millennials, particularly in terms of how influencers affect purchases. We designed a 25-minute qualitative interview with 204 people, and probed their responses using an artificial intelligence-moderated conversation.
The Millennials are aged between 18 and 33 and they will earn $200 billion annually starting in 2017. But who are they? What are their attitudes, what do they value? Imagination explores the Millennials in this short presentation. For a longer deck or to discuss a presentation please contact garreth.owen@imagination.com.
Engaging millenials for financial servicesJason Dea
Webinar sponsored by Empathica discussing how the financial services industry can leverage great experiences to better engage with the Millennial generation
Find a great Infographic summary of some of the research here http://forewardsapp.com/blog/influence-millenials-drive-customer-referrals/
Wondering how to get a sense of how your customer experience ranks with respect to best practices? How do you incorporate new channels with the traditional channels? Here's 7 steps to get you started!
Motivating and Marketing to Millennials @ The Central ExchangeClara Miller
If you haven't already interacted with Millennials, get ready. They're coming to a workplace near you. Contrary to popular belief, Millennials can be some of your best team members and customers. Unlock the secret to motivating and marketing to them. Featuring Midwest-specific research, this presentation was given on July 15 to members of The Central Exchange in Kansas City.
Anvil's Lunch & Learn on Using Social to Amplify Your BrandAnvil Media, Inc.
Anvil's Social Media Specialist, Melissa Fears, presented at Anvil's quarterly Lunch & Learn on using social to amplify your brand, increase followers, and obtain more customers.
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The traditional methods and rules of marketing need to be thrown out when it comes to Millennials - those under 35 value trust, tribe, authenticity, co-creation and ensuring companies are doing their part to give back. To succeed, you need to engage, energize, provide experiences and approach your strategy differently, using social word-of-mouth, brand advocacy, customer experience and user generated content as cornerstones to build on.
Heroes are known to be bold problem solvers who fight for good. Why then are Millennials known as the “hero” generation? And why does that answer matter to companies?
Millennials are the largest generation yet and are poised to change the world. Increasingly acting as agents of change, they not only expect to succeed at having an impact on the world, but also seek out brands with the same goals in mind.
Millennial expert Todd Metrokin, Vice President and Creative Strategist, Ogilvy & Mather Washington D.C., shares a deeper look at Millennial behaviors and how to market to this “hero” generation.
Millennials will be the next big consumers of water quality products. Water Quality Dealers need to learn about this unique market segment, including their values and buying habit and the best media channels to reach them. This presentation is a must for Water Quality Dealers who are interested in growing their business.
Socializing Your Brand: Why social media should inform branding - and vice-versaOff Madison Ave
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Learn how you can get useful consumer insights about your brand from social media. Using surveys, polls and social monitoring tools, your brand can benefit from gathering data on interesting brand perceptions, untapped audiences and new trends in the marketplace.
Since brand-building is a two-way street, find out how you can effectively bring your brand to social media while making the acknowledgment of these new findings and audiences a key strategy in using such platforms.
Social Media for Real Estate Agents (2011)PR 20/20
Presented Feb. 23, 2011 to Northeast Ohio real estate professionals. Includes updated information from the 2010 NAR Technology Survey Report. The event was sponsored by First Federal of Lakewood.
Understanding Social Media Networks for Financial Advisors - A Webinar for Ac...Jay Palter Social Advisory
Social media networks are rapidly changing the communications landscape for many businesses, including financial services. There is an explosion of new ways to connect and new places to do so online. Consumers are leading the way, armed with a dizzying array of new devices and tools - and businesses risk being left behind.
In this webinar, we will introduce Financial Advisors to the human and technological aspects of social media networks and how consumers are using them to find, research and engage with professional service providers. Emphasis will be placed on understanding the key elements of effective social media strategy and not on any specific tactics.
Jay Palter is a social media consultant with a career spanning two decades in financial services, software development and marketing. He writes a regular column for Advisor.ca on social media strategies.
According to a recent survey of global consumers, 52% of respondents have @ mentioned a brand on social media. 48% of respondents have purchased a product after watching a brand video. And 34% who follow influencers have discovered a new brand from their posts. Today's buying journey is fragmented, and to succeed, brands need a new approach to visual content. In this session, Bill Connolly, head of content at Monotype, will share more insights from the report and discuss digital strategies that can help your team better engage and convert your most loyal customer audiences.
For many organizations, the end goal is clear – sell more. But in this constantly evolving marketplace where social networks now play a significant role, how do you leverage the array of social media outlets to build your brand, engage customers and ultimately drive sales?
Industry thought leaders Carol Flammer and Mitch Levinson will give practical advice on how to help your organization achieve tangible benefits using social media and CRM.
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Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
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The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
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Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
3. MILLENNIALS: HOW THEY…
• Connect to brands
• Shape their opinions about products & companies
• Use technology to build their networks & share
information
• Make purchasing decisions
• Are influenced and influence others
4. JUST THE FACTS
• Millennials are the largest, most diverse, educated &
influential shoppers on the planet
• Positioned to be the wealthiest generation to date
• >1.7 billion people on earth are 15 -30 yrs of age*
• By 2015 in the US, annual spending >2.45Trillion/yr**
• By 2018 in US, projected income will be $3.4 Trillion/yr –
Surpassing Baby Boomer income**
• Millennial women represent a $54B marketing opportunity,
surpassing baby-boomers in consumer package goods
spending***
• Have influence over their Baby Boomer parent’s choices &
will inherent that money
Sources: *CIA World Factbook **Javelin Strategy & Research Study ***IRI study
5. MILLENNIALS:
RANGE OF LIFE STAGES & MILESTONES
• From adolescence to adulthood
• From high school to college or workforce
• From single to married to parents or just single
• The avg. age of a new mom is 25
6. MILLENNIALS:
MANY LIFE-DEFINING EVENTS
• 2004 Southeast Asian Tsunami
• Hurricane Katrina
• 2008 Sichuan (China) Earthquake
• 9/11 I’ve seen
a lot
• The Great Recession- Banks, in my
Insurance And Real Estate short life
• The Facebook Revolution
7. BRANDS:
A FORM OF SELF-EXPRESSION
• Strong sense of brand awareness
• More the brand fits into their lifestyle, the more
inclined to personally identify with brand
• 86% share their brand preferences online with their
social networks
• Strong sense of brand loyalty
• When they find a brand they like, 70% keep coming
back
• After a bad experience? Extremely difficult to win
them back *Edelman The 8095 Exchange Study
Conclusion: Does your customer experience brand drive loyalty?
8. EXPRESSING SUPPORT FOR A BRAND IS A
PERSONAL STATEMENT
The Brand’s
• Authenticity
• Integrity
What matters most to Millennials?
• Ability to deliver
• It’s deeper than for other demographics, because the
online expression of support for a brand is a permanent,
personal reflection of Millennials’ values
• It comes down to trust
• Access to online information increases/decrease that trust
• Prefer to do their own research online vs. read/believe a
brochure from a company
• THIS IS WHY SOCIAL MEDIA MATTERS TO BUSINESS
QUESTION: What’s being said about your company online?
9. MILLENNIALS:
THEY SPEAK THEIR MIND ONLINE
• A company’s reputation can
matter as much as the
performance of its products*
• 34% bought from a brand
because of the social or
political values of the company
• 90% tell their family & friends
NOT to purchase the
company’s products when they
lose trust or respect for a brand
*Source: Pew Research survey
10. MILLENNIALS:
WHY THEY PURCHASE
• 55% said price was most
important reason
• But price is the least important
in building their trust* • 33% looked for brands who made a positive
impact on the world
• 30% cared more about product • Civically minded, propensity to combine
quality belief with action
• 80% donate time to non-profit causes;
• 20% cared more about the believe companies should implement
range of products offered employee volunteer programs
• Look for brand’s social & environmental
commitment when deciding where to shop
& recommend its offerings
Source: *Pew Research Survey **Deloitte Banking Study • More likely to switch banks based on their
charitable investments**
QUESTION: Does your brand elicit trust?
11. MILLENNIALS:
WHO THEY
TRUST http://itsmyturntocook.files.wordpress.com/2009/12/claire-serving-cottage-pie-to-the-family.jpg
• Family- 2x more likely than any other generation to use family counsel as
the most influential factor in making choices around money
• Friends
• Bloggers that document their personal experiences with products
• Consumers who write real reviews
• Why? They have personal experience with the products or brands
QUESTION: Are you asking your customers for recommendations?
12. MILLENNIALS:
SOCIAL NETWORKS & TECHNOLOGY ARE THEIR LIFE*
• 75% created a profile on a social networking site *Pew Research survey
• 55% visit those sites once/day
• 60% connect to the Internet wirelessly when they
are away from work or home
• 88% text each other
• 74% new technology makes their life easier
• 50% use it to be closer to their friends
• 65% are disconnected one hour or less a day
QUESTION: Are you monitoring what is being said about your company?
14. MILLENNIALS: TAKING ACTION IS A CORE VALUE*
• 70% recommend their favorite brands to
family and friends
• 47% write about good online experience
• 40% have criticized a brand on a social
network
• 70% would create a video and post it
online or write a review about their
experience with a company
• 20% have posted a video about
themselves on line
*Edelman The 8095 Exchange Study
Question: Does your brand inspire action in social media?
15. MILLENNIALS: THEY SHARE THE GOOD & THE BAD
If a Millennial has a problem with a company, instead of calling
customer service:
Source: http://www.sodahead.com
• They text 5 friends and share
their frustration on Facebook
• The friends share the story
with their peer groups
• Friends comment on the
incident and share their own
stories of disappointment
• A single event spreads like When dealing with a customer service issue,
wildfire <10% would call customer service.
Question: What is your customer experience like?
16. MILLENNIALS: WORD-OF-MOUTH IS A MAINSTAY
“Focus on making an excellent product.
If you do, then all of your marketing will
be true and most of the marketing will be
done by us.
We are all looking for great products and
brands to share with our friends.
I want
The best way to help us spread the word to trus
t you
is by first creating a great product.”
*Edelman The 8095 Exchange Study
18. BANKS: 2011 GLOBAL BANKING SURVEY:
A NEW ERA OF CUSTOMER EXPECTATION
Source: Ernst & Young Study of 20,500 participants
19. BANKS: HOW DO THEY STACK UP MILLENNIALS?
• 30% have 20-40%
Millennials as customers
• 31% have a Millennial
Strategy
• 37% had no Social
Media Strategy
• 63% said they planned to
do something with Social
Media
*Source: Oracle Financial Services Study
20. MILLENNIALS: THEIR VIEWS ON MONEY
• Millennials generally: Because Baby Boomers are drawing
• Love to spend from their savings, to generate revenue
• Don’t have long-term Banks need to reach out to Millennials
investment plans
• Most popular banking products
are credit, debt cards, loans
(school and mortgage)
• Want assistance to manage
their money
• Recommend their banks to
family & friends
• Mobile banking is a preferred
banking channel
*Source: Oracle Financial Services Study
21. BANKS NEED A NEW WAY TO APPEAL TO CUSTOMERS
The old playbook is out
• Millennials don’t have to
rely on product marketing
information
Banks need to:
• They can tap the whole • Relocate product marketing
world of data to make budgets
purchase decisions • Find different ways to
communicate with Millennials,
directly and indirectly through
their social networks, colleagues
and influencers…
22. MILLENNIALS:
WANT HELP TO REACH THEIR PERSONAL GOALS
• They pay attention to brands that impact their goals
• Affording house, buying a car, raising children, going to school…
• Are financially guarded; generally have conservative asset plan allocation
May be due to:
• Life-defining events they have witnessed
• Have more access to financial information
than predecessors at similar life stages
• Don’t feel they have enough financial
education to manage their investments
• Bank’s products & services seem complex
Source: Deloitte Study
Question: How do your services help Millennials reach their goals?
23. RECOMMENDATIONS
Step 1: Accept the Millennial Generation
Don’t say, “In a few years they will be like us…”
Millennials are…
• On the leading edge of trends that they & older generations follow
• Online banking
• Resistance to traditional marketing
• Concern for the environment
Strategies that effectively meet the needs of Millennials provide
benefits for other demographics & generations
*Source: Deloitte Financial Services Study
26. RECOMMENDATIONS
Step 2: Customer Experience Channels–
Integrate Them Well
• Conduct customer experience – day in the life of –
studies of your channels
• The trend is to move from just branches: offer: the
branch store, the online store, mobile store, face-
to-face & social networking store
• Combine store experiences in the same
transaction: research in one place, educate
themselves in another, purchase in another…
• Make it easy to navigate / switch channels
• Provide a consistent customer experience across
all channels
*Source: Deloitte Financial Services Study
27. EXAMPLE:
ING DIRECT
Created Drop-in
Café’s in LA, NYC,
Philly, Wilmington
• Focused on networking and learning
• Branches became a social networking venue where friends & family
gather, even if they aren’t make a financial transaction
• Once Millennials developed a relationship with the bank, they were
more likely to do banking there
28. EXAMPLE: CAPITAL ONE
• Opened a branch in Manhattan
• Shares the space with
Starbucks
• Convert loose change in the
bank’s bean counter machine
to get a coffee
• Coffee drinkers can enjoy Starbucks, watch the news on TV and
go do a financial transaction with a Capital One Advisor
• A bank becomes a place to linger, talk, socialize and bank
29. RECOMMENDATIONS
http://www.helpfulstrangers.com
Step 3: Marketing As Education vs. Telling
• Millennials lived in an information-intensive, connected world
• Move from product marketing relationship marketing
• Provide practical information to build relationships
• They are skeptical of traditional advertising; rely more on the
advice of friends and family
• Create blogger outreach programs to influential Millennials
• Always better to have the voice of the customer provide testimonials for this group
*Source: Deloitte Financial Services Study
30. EXAMPLE:
ROYAL BANK OF CANADA
• Created a contest with User-
Generated Content
• Grand prize: $5,000 for best picture
• How $1,000 would improve student life
• Go to RBC’s Facebook Fanpage
• Download and print an Arbie template
• Find photo opportunities to show Arbie
how $1,000 would improve their student
life
• Learning to surf
• Travelling to Europe
• Buying a 30” computer monitor
• Upload the pictures and vote!
31. EXAMPLE:
ROYAL BANK OF CANADA
Leverages social media
• Community Manager
• RBC Advice Center on
Facebook
• iPad Educational App
• Mobile App Information
• Daily Advice Game…
32. EXAMPLE:
ROYAL BANK OF CANADA
Leverages social media with
an RBC Advice Center on Facebook
33. RECOMMENDATIONS
Step 4: Make Products Simple
• Millennials prefer simple, practical, affordable banking services
• Show you understand they are just starting their financial lives
• Use social interactions to draw attention to products
• Appeal to doing good things; make dreams come true!
*Source: Deloitte Financial Services Study
35. EXAMPLE:
ROYAL BANK OF CANADA
Information about Learning Money app for iPad on Facebook page
36. EXAMPLE:
ROYAL BANK OF CANADA
• Sponsored Filmmakers Competition
• Help make dreams come true
37. Do something good
EXAMPLE: SUN TRUST
• Campaign: Seeing Beyond The Money
• Actively support organizations and activities that
share our commitment to enriching and strengthening
the communities in which we live.
EXAMPLE: WACHOVIA
• Central Piedmont Community College (CPCC)
received a $250,000 grant
• Provide retraining and counseling for displaced
professional and paraprofessional workers.
39. START A CONVERSATION
Invitations designed to
suit your brand
Industry leading incentive
plan to drive response
count
Multi-mode feedback
collection to listen to your
customers
39
40. CHANGE EMPLOYEE BEHAVIOR
Commit to action
Focus on what’s most
important to customers
Deliver great experiences
Improve overall satisfaction
score up to 5x more than
traditional CEM
40
41. SUSTAIN THE GREAT EXPERIENCES
Leverage the power of your
internal community
Build best practices through
social sharing
Continually improve the
experience
+8% focus area improvements
41
42. FOCUS CYCLE FOR ONGOING IMPROVEMENT
Eliminate the need for
Select complex reports
Share Commit
Focus locations on what is
most important for their
guests
Review Act
Help location managers
Measure know what to fix and how
to execute
42
43. GIVE CUSTOMERS A VOICE TO RECOMMEND
Convert Customers to Amplify the Voice of Your
Find Satisfied Customers
Advocates Advocates
43
44. A SIMPLE PROCESS TO DRIVE ADVOCACY
Customer completes survey Customers with high are invited to make a Customer makes a personalized recommendation
recommendation
Email Post
Facebook Post
Twitter Post
Recommendation is shared via Facebook, Twitter and email
with all of the advocates’ friends
44
45. THE IMPACT OF ADVOCACY
100+ Brands 20%
accept invitation
Email Post
Facebook Post
Positive experiences
shared with over Over
110,000,000+ 1,000,000
Twitter Post
advocates found
Friends and Followers
45
46. WORD OF MOUTH ENDORSEMENT ON SOCIAL MEDIA
Personalized
message from
Primary advocate
marketing
message
Secondary
marketing
message
48. Social media ROI
Resources and information on social media strategy & other topics…
Books and Whitepapers: Videos:
How To Build a Business How To Calculate the ROI How Social Media Benefits
Case for Social Media of Social Media the Whole Company
http://www.youtube.com/watch?
http://www.youtube.com/watch? http://www.youtube.com/watch? v=e1SfQaMSbH0&feature=relmfu
v=_59iJrYanw0&feature=relmfu v=UhUO30VRN1M&feature=relmfu
Dr. Natalie Petouhoff
Scan this QR Code for
@DrNatalie
a chapter of Dr. +DrNatalie
Natalie’s book: Like
My Stuff- How To
DoctorNatalie@gmail.com
Monetize Facebook www.DrNatalieNews.com
with a Facebook Store
48