The document discusses potential game changing ideas for reshaping the banking industry. It presents 5 ideas: 1) Change decision-making processes to trust experience and intuition more. 2) Become obsessed with understanding customer demand rather than just supplying products. 3) Adopt customers' best practices. 4) Manage product lifecycles better and embrace planned obsolescence. 5) Embrace regulation as an opportunity for differentiation rather than just focusing on deregulation. The overall message is that the banking industry needs innovation and new approaches to differentiate itself in the future.
This document discusses applying the customer lifetime value (LTV) concept to casino table gaming customers to improve casino profitability. It presents sample LTV calculations for two table games to demonstrate how targeting marketing resources to increase retention of prime customers and upgrading middle-tier customers could significantly increase long-term profits. Implementing an LTV-based strategy would reduce a casino's reliance on the high-risk "junket" segment.
INTEND2PAY is an independent organization that promotes responsible debt collection practices between creditors and consumers. Through its website, INTEND2PAY brings together creditors and consumers who pledge to communicate respectfully. Both creditors and consumers make promises to act in agreed ways. This alternative to traditional debt collection is less stressful for consumers and simpler for creditors. It aims to improve the customer experience and reduce mistrust in the debt collection process.
Good performance alone cannot crack the complex code that governs the strength of your customer relationships and the sustainability of your business. As competition intensifies, it is essential to get smarter about the experiences that matter, and deliver return on the bottom line.
Good performance alone cannot crack the complex code that governs the strength of your customer relationships and the sustainability of your business. As competition intensifies, it is essential to get smarter about the experiences that matter, and deliver return on the bottom line.
Insights on How to Run a Credit Union: Blending new technologies with traditi...NAFCU Services Corporation
Hear from five thought leaders as they discuss the opportunities and obstacles facing the financial services industry today as it moves firmly into the digital age.Chris Swecker of Swecker Enterprises covers the current state of fraud in banking and explains how data can be used to mitigate it; Jim Goodnight, SAS CEO, explains how a high-performance banking technology framework can provide the next answer to key business questions; Jim Davis, Senior Vice President and Chief Marketing Officer of SAS, shares his insights on why understanding customers' needs will be critical to thriving in the current economic climate; Nobel Laureate Myron Scholes and Alastair Sim, Senior Director of Global Marketing at SAS, address past risk management techniques and how they should evolve. Learn more at http://www.nafcu.org/sas
Future of Loyalty Insights from Discussions Building on an Initial Perspecti...Future Agenda
The initial perspective on the Future of Loyalty kicked off the Future Agenda 2.0 global discussions taking place through 2015. This summary builds on the initial view and is updated as we progress the futureagenda2.0 programme. www.futureagenda.org
1) Loyalty programs have evolved from simple merchandise and coupon-based programs to complex frequent flyer miles programs involving partnerships between airlines and banks.
2) Early frequent flyer programs were very successful at increasing customer spending and driving loyalty. Members earned miles both from credit card spending and actual flight activity.
3) Over time, generic points programs emerged that allowed members to earn points from a variety of spending activities that could be redeemed for any flight, rather than being limited to specific airline partners. This increased flexibility and attractiveness of the programs.
JGW Business Overview Credit Suisse Financial Services Foruminvestorjgwpt
This document provides an overview of the J.G. Wentworth Company. It discusses the company's structured settlement and annuity purchasing business, its marketing and branding strategies, growth initiatives including expanding into new financial services, and its financing platform. The company has established itself as the leading purchaser of structured settlement payment streams and has developed strong brands through extensive marketing. It aims to grow organically and through new offerings, leveraging its capabilities in areas like data analytics, direct marketing, and securitization.
This document discusses applying the customer lifetime value (LTV) concept to casino table gaming customers to improve casino profitability. It presents sample LTV calculations for two table games to demonstrate how targeting marketing resources to increase retention of prime customers and upgrading middle-tier customers could significantly increase long-term profits. Implementing an LTV-based strategy would reduce a casino's reliance on the high-risk "junket" segment.
INTEND2PAY is an independent organization that promotes responsible debt collection practices between creditors and consumers. Through its website, INTEND2PAY brings together creditors and consumers who pledge to communicate respectfully. Both creditors and consumers make promises to act in agreed ways. This alternative to traditional debt collection is less stressful for consumers and simpler for creditors. It aims to improve the customer experience and reduce mistrust in the debt collection process.
Good performance alone cannot crack the complex code that governs the strength of your customer relationships and the sustainability of your business. As competition intensifies, it is essential to get smarter about the experiences that matter, and deliver return on the bottom line.
Good performance alone cannot crack the complex code that governs the strength of your customer relationships and the sustainability of your business. As competition intensifies, it is essential to get smarter about the experiences that matter, and deliver return on the bottom line.
Insights on How to Run a Credit Union: Blending new technologies with traditi...NAFCU Services Corporation
Hear from five thought leaders as they discuss the opportunities and obstacles facing the financial services industry today as it moves firmly into the digital age.Chris Swecker of Swecker Enterprises covers the current state of fraud in banking and explains how data can be used to mitigate it; Jim Goodnight, SAS CEO, explains how a high-performance banking technology framework can provide the next answer to key business questions; Jim Davis, Senior Vice President and Chief Marketing Officer of SAS, shares his insights on why understanding customers' needs will be critical to thriving in the current economic climate; Nobel Laureate Myron Scholes and Alastair Sim, Senior Director of Global Marketing at SAS, address past risk management techniques and how they should evolve. Learn more at http://www.nafcu.org/sas
Future of Loyalty Insights from Discussions Building on an Initial Perspecti...Future Agenda
The initial perspective on the Future of Loyalty kicked off the Future Agenda 2.0 global discussions taking place through 2015. This summary builds on the initial view and is updated as we progress the futureagenda2.0 programme. www.futureagenda.org
1) Loyalty programs have evolved from simple merchandise and coupon-based programs to complex frequent flyer miles programs involving partnerships between airlines and banks.
2) Early frequent flyer programs were very successful at increasing customer spending and driving loyalty. Members earned miles both from credit card spending and actual flight activity.
3) Over time, generic points programs emerged that allowed members to earn points from a variety of spending activities that could be redeemed for any flight, rather than being limited to specific airline partners. This increased flexibility and attractiveness of the programs.
JGW Business Overview Credit Suisse Financial Services Foruminvestorjgwpt
This document provides an overview of the J.G. Wentworth Company. It discusses the company's structured settlement and annuity purchasing business, its marketing and branding strategies, growth initiatives including expanding into new financial services, and its financing platform. The company has established itself as the leading purchaser of structured settlement payment streams and has developed strong brands through extensive marketing. It aims to grow organically and through new offerings, leveraging its capabilities in areas like data analytics, direct marketing, and securitization.
This white paper from Steria discusses building customer-centric organizations in the financial services sector. It argues that while financial institutions claim to make customers a priority, their operating structures actually create barriers to excellent customer service. The paper identifies organizational silos as a key problem, as they separate customer interactions across departments. It then proposes a four-step model to create true customer-centric enterprises: 1) Identify the customer purpose for each service, 2) Plan customer journeys to achieve purposes, 3) Identify services needed along journeys and build supporting organizations, and 4) Provide access to services through any customer-chosen channel. The model aims to realign organizations around customer purposes in order to consistently meet expectations.
Paradigm Shift: The Changing Face of LoyaltyVivastream
Loyalty programs have been driven by disintermediation as they allow companies to directly engage with customers instead of relying on intermediaries. More industries are launching loyalty programs to create direct customer relationships. Loyalty programs are also moving towards monetization by rewarding customers based on their actual spending rather than proxies. Social media plays an important role by facilitating disintermediation and allowing customization. Gamification uses elements of gaming to further engage customers and reward additional behaviors beyond transactions. Together these forces are changing loyalty marketing through more direct engagement, revenue-based rewards, social strategies, and gamified interactions.
This document discusses the need for hotels to reinvent their loyalty programs to better build customer loyalty and brand affinity. Research found that hotel loyalty program members are not truly loyal to their preferred brand, as only 25% allocate over 75% of their spending to one brand. Additionally, past customer experience was more important than loyalty programs in driving repeat visits. The document argues that hotels should take a wider view of loyalty building by focusing on customer experience and personalized rewards rather than just point-based discounts, in order to reduce brand switching and capture a larger share of customers' spending. Reinventing loyalty programs in this way could help solidify hotel brands' foundations and allow them to better withstand challenges in the competitive hotel industry.
Millennials, aged 18 to 34, are an important demographic for the automotive industry as they enter their prime vehicle buying years. However, they are less loyal to dealers and more influenced by recommendations from friends and family than older buyers. To attract more business from Millennials, dealers must focus on increasing customer advocacy by providing excellent sales and service experiences that delight customers and encourage them to share many positive recommendations.
This document discusses the importance of trust in sales and business relationships. It notes that sellers are often stereotyped as untrustworthy but that building trust with customers through honesty and fulfilling promises can lead to higher profits. The document provides facts showing that high levels of trust within companies and between businesses and customers results in better financial and operational performance. It argues that trust is quantifiable and that trust-centered selling focuses on building trusting relationships rather than just making sales.
Pwc analysis: What’s driving customer loyalty for today’s hotel brands?David Vicent
Excelent PWC Analysis about Hotel Loyaty Programmes today and the Differences between X and Y generation, or between Business or Leisure travelers. What are the most important percived Benefficts for each one?
Disruptive vs. Top Down Change in US Payments in 2016Walter Kitchenman
Innovation in Payments is rarely “Disruptive,” but is normally Top Down, driven by public private cooperation, where change is mandated from the top, and entrepreneurs respond to consumer preferences at the margins. In this presentation we show how mobile payments and the Cloud, accompanied by the requirements of likely eCity networks and APPs wlll emerge in 2016 and benefit IT innovators and non-FSIs (non-Financial Service Institutions).
This document discusses the importance of customer service and interaction as a core value for businesses. It argues that while many companies say customer service is important, few truly make it a priority or consistently achieve excellent customer service. The document provides examples of companies known for great customer service and their strong financial performance. It recommends that businesses focus on minimizing negative customer issues, establish customer interaction as a core cultural value through management leadership and employee training, and track customer service metrics to ensure a lasting commitment to prioritizing the customer experience.
This document discusses opportunities for innovative banking products to serve underserved immigrant communities. It summarizes demographic data showing the target market is young with moderate incomes and high savings rates. Barriers to traditional banking include documentation requirements and fees. Opportunities exist in asset protection, credit access, education savings, and remittances. A case study found success expanding access to immigration loans by broadening outreach and using media. Effective strategies include reflecting the community, convenient locations and services, education, and building trust.
EFMA Banking on innovation 2014: Rabobank building an innovative cultureMaarten Korz
Presentation of Maarten Korz (Rabobank) given at the EFMA Banking on innovation conference in june 2014. Presentation is on how to create an innovative culture within a large bank.
The text of the presentation can be found at:
https://innoupdate.wordpress.com/2014/10/23/disruption-is-around-the-corner-how-to-create-an-innovative-culture-to-survive/
The document discusses the opportunities and challenges of social media for banks. It provides examples of banks using social media, such as Facebook and blogs. It also outlines strategies for banks to engage customers through social media, including listening to customers, participating in online conversations, measuring engagement, and rewarding advocates. The document advocates that banks embrace social media to improve customer acquisition, advocacy, and relationships.
Business Process Re-engineering : ICICImijimathews
ICICI Bank undertook a business process re-engineering initiative to centralize its applications and data in order to enable nationwide banking services. It transitioned from a branch-centric model to a centralized system using a hub and spoke network architecture implemented with partners like Infosys, Bill Desk, and SAS. This allowed ICICI Bank to increase its transaction volumes five-fold while reducing branch transactions to only 25% of all transactions.
This document provides 101 ideas for making banking more fun, such as putting comedy routines in on-hold messages, including Easter eggs and jokes on websites, printing fun facts or cartoons on ATM receipts, gamifying banking activities, holding scavenger hunts, and exploiting pop culture memes in marketing. The ideas are intended to make mundane banking processes and communications more entertaining and lighthearted through humor, games, creative promotions, and unconventional advertising approaches.
This document discusses business process re-engineering (BPR). BPR is defined as fundamentally rethinking and radically redesigning business processes to achieve dramatic improvements in critical areas like cost, quality, and speed. It involves reinventing processes rather than automating existing ones. The goals of BPR include improving customer friendliness, effectiveness, and efficiency. BPR follows four steps: understanding the current process, inventing a new process, automation, and change management. It results in changes to work units, jobs, roles, and organizational structure. Critical success factors include top management commitment and a clear transformation vision, while failure can result from trying to fix rather than change processes.
Crowdsourcing is a distributed model for finding solutions to problems or producing content by engaging a crowd of people. Banks are using crowdsourcing initiatives to drive innovation by engaging customers, employees, and business partners. Case studies show examples like Barclays engaging customers to submit and vote on ideas, Erste Bank using gamification to solicit customer ideas, and LinkedIn holding internal hackathons and incubators to engage employees in developing new ideas. Successful crowdsourcing requires defining an innovation area, creating a strategic narrative, engaging top management, attracting a diverse crowd, and using metrics to measure results.
Innovation of Products & Services in BankingSaad Sair
The document discusses the innovations in the Pakistani banking industry brought about by information technology. It outlines various digital banking services that have emerged, including automated teller machines (ATMs), point of sale (POS) terminals, mobile banking, smart cards, online and offline debit cards, and e-banking/internet banking. It also mentions several examples of Pakistani banks adopting new technologies or partnering with telecom companies to expand digital services.
This document discusses innovations in the Indian banking industry through increased adoption of information technology. It outlines how IT has transformed banking transactions and systems, providing benefits like anytime banking from anywhere. Recent technological products discussed include ATMs, electronic funds transfer, mobile banking, and more. While IT adoption has improved access and services, it also presents challenges for banks around choosing the right channels, managing investments and costs, introducing technologies in rural areas, and ensuring security.
Summary presentation for Banque Populaire du Rwanda project to launch mobile banking for all BPR customers (normal Rwandan consumers, farmers, small business people).
This white paper from Steria discusses building customer-centric organizations in the financial services sector. It argues that while financial institutions claim to make customers a priority, their operating structures actually create barriers to excellent customer service. The paper identifies organizational silos as a key problem, as they separate customer interactions across departments. It then proposes a four-step model to create true customer-centric enterprises: 1) Identify the customer purpose for each service, 2) Plan customer journeys to achieve purposes, 3) Identify services needed along journeys and build supporting organizations, and 4) Provide access to services through any customer-chosen channel. The model aims to realign organizations around customer purposes in order to consistently meet expectations.
Paradigm Shift: The Changing Face of LoyaltyVivastream
Loyalty programs have been driven by disintermediation as they allow companies to directly engage with customers instead of relying on intermediaries. More industries are launching loyalty programs to create direct customer relationships. Loyalty programs are also moving towards monetization by rewarding customers based on their actual spending rather than proxies. Social media plays an important role by facilitating disintermediation and allowing customization. Gamification uses elements of gaming to further engage customers and reward additional behaviors beyond transactions. Together these forces are changing loyalty marketing through more direct engagement, revenue-based rewards, social strategies, and gamified interactions.
This document discusses the need for hotels to reinvent their loyalty programs to better build customer loyalty and brand affinity. Research found that hotel loyalty program members are not truly loyal to their preferred brand, as only 25% allocate over 75% of their spending to one brand. Additionally, past customer experience was more important than loyalty programs in driving repeat visits. The document argues that hotels should take a wider view of loyalty building by focusing on customer experience and personalized rewards rather than just point-based discounts, in order to reduce brand switching and capture a larger share of customers' spending. Reinventing loyalty programs in this way could help solidify hotel brands' foundations and allow them to better withstand challenges in the competitive hotel industry.
Millennials, aged 18 to 34, are an important demographic for the automotive industry as they enter their prime vehicle buying years. However, they are less loyal to dealers and more influenced by recommendations from friends and family than older buyers. To attract more business from Millennials, dealers must focus on increasing customer advocacy by providing excellent sales and service experiences that delight customers and encourage them to share many positive recommendations.
This document discusses the importance of trust in sales and business relationships. It notes that sellers are often stereotyped as untrustworthy but that building trust with customers through honesty and fulfilling promises can lead to higher profits. The document provides facts showing that high levels of trust within companies and between businesses and customers results in better financial and operational performance. It argues that trust is quantifiable and that trust-centered selling focuses on building trusting relationships rather than just making sales.
Pwc analysis: What’s driving customer loyalty for today’s hotel brands?David Vicent
Excelent PWC Analysis about Hotel Loyaty Programmes today and the Differences between X and Y generation, or between Business or Leisure travelers. What are the most important percived Benefficts for each one?
Disruptive vs. Top Down Change in US Payments in 2016Walter Kitchenman
Innovation in Payments is rarely “Disruptive,” but is normally Top Down, driven by public private cooperation, where change is mandated from the top, and entrepreneurs respond to consumer preferences at the margins. In this presentation we show how mobile payments and the Cloud, accompanied by the requirements of likely eCity networks and APPs wlll emerge in 2016 and benefit IT innovators and non-FSIs (non-Financial Service Institutions).
This document discusses the importance of customer service and interaction as a core value for businesses. It argues that while many companies say customer service is important, few truly make it a priority or consistently achieve excellent customer service. The document provides examples of companies known for great customer service and their strong financial performance. It recommends that businesses focus on minimizing negative customer issues, establish customer interaction as a core cultural value through management leadership and employee training, and track customer service metrics to ensure a lasting commitment to prioritizing the customer experience.
This document discusses opportunities for innovative banking products to serve underserved immigrant communities. It summarizes demographic data showing the target market is young with moderate incomes and high savings rates. Barriers to traditional banking include documentation requirements and fees. Opportunities exist in asset protection, credit access, education savings, and remittances. A case study found success expanding access to immigration loans by broadening outreach and using media. Effective strategies include reflecting the community, convenient locations and services, education, and building trust.
EFMA Banking on innovation 2014: Rabobank building an innovative cultureMaarten Korz
Presentation of Maarten Korz (Rabobank) given at the EFMA Banking on innovation conference in june 2014. Presentation is on how to create an innovative culture within a large bank.
The text of the presentation can be found at:
https://innoupdate.wordpress.com/2014/10/23/disruption-is-around-the-corner-how-to-create-an-innovative-culture-to-survive/
The document discusses the opportunities and challenges of social media for banks. It provides examples of banks using social media, such as Facebook and blogs. It also outlines strategies for banks to engage customers through social media, including listening to customers, participating in online conversations, measuring engagement, and rewarding advocates. The document advocates that banks embrace social media to improve customer acquisition, advocacy, and relationships.
Business Process Re-engineering : ICICImijimathews
ICICI Bank undertook a business process re-engineering initiative to centralize its applications and data in order to enable nationwide banking services. It transitioned from a branch-centric model to a centralized system using a hub and spoke network architecture implemented with partners like Infosys, Bill Desk, and SAS. This allowed ICICI Bank to increase its transaction volumes five-fold while reducing branch transactions to only 25% of all transactions.
This document provides 101 ideas for making banking more fun, such as putting comedy routines in on-hold messages, including Easter eggs and jokes on websites, printing fun facts or cartoons on ATM receipts, gamifying banking activities, holding scavenger hunts, and exploiting pop culture memes in marketing. The ideas are intended to make mundane banking processes and communications more entertaining and lighthearted through humor, games, creative promotions, and unconventional advertising approaches.
This document discusses business process re-engineering (BPR). BPR is defined as fundamentally rethinking and radically redesigning business processes to achieve dramatic improvements in critical areas like cost, quality, and speed. It involves reinventing processes rather than automating existing ones. The goals of BPR include improving customer friendliness, effectiveness, and efficiency. BPR follows four steps: understanding the current process, inventing a new process, automation, and change management. It results in changes to work units, jobs, roles, and organizational structure. Critical success factors include top management commitment and a clear transformation vision, while failure can result from trying to fix rather than change processes.
Crowdsourcing is a distributed model for finding solutions to problems or producing content by engaging a crowd of people. Banks are using crowdsourcing initiatives to drive innovation by engaging customers, employees, and business partners. Case studies show examples like Barclays engaging customers to submit and vote on ideas, Erste Bank using gamification to solicit customer ideas, and LinkedIn holding internal hackathons and incubators to engage employees in developing new ideas. Successful crowdsourcing requires defining an innovation area, creating a strategic narrative, engaging top management, attracting a diverse crowd, and using metrics to measure results.
Innovation of Products & Services in BankingSaad Sair
The document discusses the innovations in the Pakistani banking industry brought about by information technology. It outlines various digital banking services that have emerged, including automated teller machines (ATMs), point of sale (POS) terminals, mobile banking, smart cards, online and offline debit cards, and e-banking/internet banking. It also mentions several examples of Pakistani banks adopting new technologies or partnering with telecom companies to expand digital services.
This document discusses innovations in the Indian banking industry through increased adoption of information technology. It outlines how IT has transformed banking transactions and systems, providing benefits like anytime banking from anywhere. Recent technological products discussed include ATMs, electronic funds transfer, mobile banking, and more. While IT adoption has improved access and services, it also presents challenges for banks around choosing the right channels, managing investments and costs, introducing technologies in rural areas, and ensuring security.
Summary presentation for Banque Populaire du Rwanda project to launch mobile banking for all BPR customers (normal Rwandan consumers, farmers, small business people).
Rabobank: Case Studies in Mobile Banking & Payments Development: November 201...Dan Armstrong
A brief presentation on mobile banking and payments developments within Rabobank Nederland and Rabobank International; as well as some case studies of how Rabo Development uses these lessons learned in developing countries.
Dan Armstrong
IIR Mobile Payment Services
Prague, Czech Republic
02 November 2010
The document discusses new trends in the Indian banking system, including increased use of technology and digital services. It outlines how banks have adopted technologies like core banking solutions, customer relationship management, electronic payments, real-time gross settlement, electronic fund transfer, electronic clearing systems, ATMs, telebanking/mobile banking, point of sale terminals, and electronic data interchange to automate operations, improve efficiency, and enhance customer service. The trends have redefined banking operations and allowed customers to access services anytime from anywhere. Foreign direct investment is also said to ensure better risk management and capitalization in the Indian banking sector.
In this slidecast we look at a number of innovative business models that have emerged in the private banking industry and we will then learn about an approach that allows us to question, clarify and strengthen our own business model.
A Case Study on BPR(Business Process Reengineering) implementation at a manufacturing Organization is presented. It was a practical example of BPR concept introduced by Dr. Michael Hammer where dramatic improvement in performance,cost ,and speed were realized in Business processes.
The document describes data flow diagrams (DFDs), including how they differ from flowcharts by showing the flow of data rather than control flow. It then provides steps for creating DFDs using an example of a lemonade stand: 1) List activities, 2) Create a context-level DFD identifying sources and sinks, 3) Create a level 0 DFD identifying subprocesses, and 4) Create level 1 DFDs decomposing subprocesses and identifying data stores.
The document discusses how customer experience is transforming business-to-business sales due to the rise of social media. It argues that companies must shift their focus to downstream customer interactions in order to build loyalty and competitive advantage. A good customer experience is crucial as negative feedback on social media can now be easily shared with large audiences, while positive experiences help build trust and advocacy.
Is Your Customer-Centric Transformation Living Up to its PromiseFrançois Videlaine
Four out of five companies are disappointed by the results of their customer-centric transformations. The document outlines three specific actions companies can take to improve their transformations: 1) Measure customer value beyond advocacy and satisfaction; 2) Ensure segmentation is actionable and not too complex; 3) Focus on a small number of market-beating propositions around pivotal customer events. The CEO can help by giving permission to explore new approaches, inspiring conversations around measurement of customer value, and challenging leaders to integrate existing initiatives.
This document discusses how customer experience is transforming business-to-business selling due to the rise of social media. It notes that social media allows customers to easily share their experiences, both positive and negative, with large audiences. This means companies must focus on delivering a positive customer experience at every touchpoint to build loyalty and avoid negative feedback being widely shared. The document also discusses how customer experience management programs can help companies improve sales effectiveness by shifting their focus to downstream customer interactions and relationships rather than just product development.
The document discusses optimizing the customer experience in insurance to gain a competitive advantage. It argues that consistently delivering a superior customer experience across all touchpoints is one of the few sources of sustainable differentiation in the commoditized insurance industry. The key is to understand customers' rational and emotional needs and expectations through customer journey mapping to align the organization around meeting them. This approach can increase retention, cross-selling, and internal alignment while reducing costs to provide significant business benefits for insurers.
Gamification uses game mechanics and principles to incentivize customer behavior and drive loyalty. Current loyalty programs have failed to meaningfully engage customers or influence their actions. Social media has disrupted traditional marketing by influencing customer purchases and preferences. Gamification aims to convert casual customers into brand advocates by tapping into human motivations like status and achievement. It fosters greater customer involvement, interaction, and influence on others by setting tasks and rewards to engage customers and encourage sharing within social networks. Implementing gamification properly requires understanding what motivates customers and designing an engaging journey that provides feedback on progress.
Gamification uses game mechanics and principles to incentivize customer behavior and drive loyalty. Current loyalty programs have failed to meaningfully engage customers or influence their actions. Social media has disrupted traditional marketing by influencing customer purchases and preferences. Gamification aims to convert casual customers into brand advocates by tapping into human motivations like status and achievement. It fosters greater customer involvement, interaction, and influence on others by rewarding referrals, feedback, and social sharing through a system of tasks and rewards.
The term “inflection point” has multiple definitions. In differential calculus, an inflection point is a point on a curve at which the concavity changes from positive curvature to
negative curvature, or vice versa. In political science, an inflection point is a moment in history that dramatically alters a geopolitical situation, for better or worse. In business, Intel co-founder Andy Grove has described a strategic inflection point as “an event that changes the way we think and act.” Each of these definitions describes a moment at which our fortunes change — and in many cases, we can’t recognize the moment until
after it’s passed.
This document discusses customer loyalty and challenges common misconceptions about what drives loyalty. It presents a model that segments loyalty into categories based on three dimensions: involvement in the product category, commitment to the brand, and likelihood to reevaluate choices. Understanding these segments allows companies to design tailored strategies to build loyalty for each group. The document provides examples of applying the model in industries like beer and consumer packaged goods to improve market focus.
Training employees and managers in business acumen, which means understanding how a company makes money and their role in impacting financial results, is important for business alignment and success. Companies like Southwest Airlines have developed a culture of business acumen where employees understand financial statements and how their decisions impact profitability. Developing business acumen through simulations and learning programs helps employees ask better questions to improve processes and strategies. It gives managers a company-wide perspective beyond their department and helps employees think like owners in contributing to financial goals.
How professional services firms (management consulting, accounting, law firms,etc) can build their brands to stand out from their competitors - and so attract the right clients and the right staff
Future of loyalty An initial perspective by Christopher Evans of the Collins...Future Agenda
An initial perspective on the future of loyalty by Christopher Evans of the Collinson Group. This is the starting point for the global future agenda discussions taking place through 2015 as part of the the futureagenda2.0 programme. www.futureagenda.org
Customer Relationship: Can you keep up ?Etienne Denis
With shrinking markets and changing consumer behavior fuelled by digital technology, CR has become a crucial differentiator and growth lever. That is a big change in status from something that has long been seen as a necessary evil or add on. Based on 50 interviews with CR executives in five European countries, this study provides an insightful examination of the issues affecting CR. It also gives a practical view of the strategic, organizational and people challenges raised.
How Buyer Trends are Impacting the Future of Business ThinkingCintell
This free eBook looks at how future buyer trends are challenging conventional business thinking and offers a guide to modern business thinking in the hyper-competitive Social Age.
The current economic crisis will impact home and retirement account values for years to come, but where it may have the biggest impact is in corporate reputations, where even the most respected brands in the financial services world have seen trust for their leadership and institutions drop to all time lows.
The document discusses how the customer relationship has changed in the digital era. There is now greater transparency, giving customers more information and control. This transparency puts pressure on companies to ensure their brand promise and customer experience are closely aligned. Companies must make operational changes to deliver on the brand promise and meet evolving customer needs and expectations. While technology has changed interactions, fundamental customer needs remain the same - companies need to focus on both adapting to new technologies and strengthening relationships through excellent operational execution.
The Changing Nature of the Customer Relationship by North HighlanddBrooke Novak
Things have changed with the way the customer experience is enacted. Success has less to do with big strategic decisions and more to do with practical, everyday operational decisions – and then getting them implemented. Customers have more control – much more. Product information, peer reviews and ratings, even competitors are all just a click away. This increased transparency puts brand promises to the test. And, whether you are B2C or B2B, your customers have become accustomed to personalized services, relevant and personalized offers, and customizable capabilities. All on demand. How do you meet these demands – let alone exceed them? This paper explores considerations on how to harness the power of digital information on the front line of the customer relationship to power your competitive edge through to your bottom line.
Similar to Five Game Changing Ideas for Re-Shaping Banking Practices (20)
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
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Five Game Changing Ideas for Re-Shaping Banking Practices
1. By
Frederick C. Militello, Jr.
Senior Thought Leader
Future Change Management LLC
www.futurechangemanagement.com.
fmilitello@futurechangemanagement.com.
Tel: +1 518.634.7003
2. GAME CHANGING: SETTING THE STAGE
The banking industry is beginning to rethink and reshape itself.
Newly articulated commercial/corporate, investment and retail banking re-
organizations are beginning to emerge.
The quest for a renewed sense of innovation and business differentiation is in the air.
The verdict on the future of achievable and sustainable differentiation for members of
the banking industry is still out.
Moreover, it is far too premature to begin conjecturing as to whom the winners and
losers will be.
But clearly, regulatory reform, bank performance and public opinion have changed
the game of banking.
Accordingly, it is time to offer—and consider—game changing ideas that will reshape
our industry for some time to come.
This is the spirit of this presentation…to inspire conversation about such game
changing ideas and practices.
COPYRIGHT 2011 FUTURE CHANGE MANAGEMENT LLC 2
3. Change the focus of decision-making—put
more trust in experience and intuition
COPYRIGHT 2011 FUTURE CHANGE MANAGEMENT LLC 3
4. BEYOND COGNITION
When it comes to leadership, banks that go beyond cognitive decision-
making will trump those who fear the human element of their business
decisions.
A game changer of the future is to re-examine—and change the focus of
decision-making processes (both those accepted and rewarded) of the
organization.
Cognitive decision-making—as embodied in decision-trees, trade-off models,
etc.,—may seemingly bring objectivity and simplicity to the table but they
leave out the importance of experience and resulting intuition.
Accountability for one’s decisions can only come about through a
recognition and reconnection to our emotive selves.
In almost every profession, except banking, decision-makers readily admit
that their most difficult (and rewarding) decisions are based upon
experience, intuition and emotions.
COPYRIGHT 2011 FUTURE CHANGE MANAGEMENT LLC 4
5. EXPERIENCE TRUMPS
This reliance on objectivity over experience (and its implied links to intuition
and emotions) is reflected in a growing imbalance of experience/skill
diversity in the banking profession.
Put another way, emotional intelligence (comprising such competencies as
trust, teamwork, communications, and self-awareness/discipline) has
increasingly been sacrificed for a bias toward cognitive thinking and skill
acumen.
In fact, experience has been more than sacrificed—it has been intimidated
out of existence or relevance. For example, rogue traders have no heroes
accept themselves—experience and respect for such matters little.
COPYRIGHT 2011 FUTURE CHANGE MANAGEMENT LLC 5
6. CHANGE THE GAME
Here is a real game changer for you.
Bring experience and intuition back into your organization.
Celebrate your heroes—both those with skills and experience and
especially those that seek to bridge and/or nurture the two.
There is a hidden workforce out there—a workforce of experience
that has much to offer in terms of helping to create organizations
with greater emotional intelligence and experiential grounding.
God only knows—we need more of that!
COPYRIGHT 2011 FUTURE CHANGE MANAGEMENT LLC 6
8. BEYOND SUPPLY
A real game changer of the future will be found not in supply efficiencies—
and lower prices—but instead in capturing preferred segments of
customer demand; customers which promise to become even more
scarce and discriminating as to who they choose to do business with.
In the future, differentiation will not be driven by what we internally choose
to supply but instead in how well we respond to the external realities of
what our customers demand.
The obsession with demand (expressed by and through the customer’s
value chain) must become integral to the customer relationship, product
development and sales strategy of financial organizations.
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9. VALUE TRUMPS
We will earn economic returns from customer relationships when we
understand how we create value for our customers—and that’s
about their business circumstances—not ours.
“Forget” about your sales quotas and agendas. You will sell more
products than you ever dreamed of when you stop selling
products and become obsessed with customer demand—
specifically, the customer’s value chain and the role your
products, services or advice play in the customer’s value-creation
process.
COPYRIGHT 2011 FUTURE CHANGE MANAGEMENT LLC 9
10. CHANGE THE GAME
Regulations will make it more difficult for organizations
to achieve differentiation through economies of scale.
Systemic risk will be mitigated through market and
supply fragmentation.
These realities will lead to a new mantra of demand-
driven differentiation—which is a function of building
demand-driven organizational cultures that embrace
both skills and behavioral competencies.
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11. Become more like your
customers—adopt their
“best practices”
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12. BEYOND CREATION
When it comes to products and services—and their risk-
taking and reputational implications— banks that
embrace the importance of product life cycles,
product suitability and planned product obsolescence
—relative to their obsession with customer demand—
will trump those that continue to pursue diminishing
profit-margin product lines.
COPYRIGHT 2011 FUTURE CHANGE MANAGEMENT LLC 12
13. CHANGE TRUMPS
Bankers have a tendency to take great ideas and stretch the limits of those
ideas to—and even beyond—the boundaries of non-greatness.
We are dealing with a culture that won’t allow us to let go of what we
create—regardless of the damage that may result from our
possessiveness.
Our “love” for our products has become totally unconditional—and blinded
by such. For example, securitization was a real game changer—and for
the better; but our inability to move on to something new (even while it
continued to display success) is not part of our culture. This must
change.
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14. CHANGE THE GAME
When it comes to the development and/or sales of products and services,
incentives must be changed.
Product life-cycles must be incorporated into investment/return analysis.
Segmentation analysis must take into account changing product life-cycle
characteristics—appropriately addressing changing product lives and
their economic returns—not by blind expansion into areas of increased
opaqueness; but, instead by the increased transparency that comes
from knowing our clients; and, the correlations that exist between risk
appetite and the eventualities that come with product life-cycles.
The passing of our products should be met not with a sense of dismay—or
worse yet financial crisis—but instead by celebratory achievement.
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16. BEYOND MISTRUST
Knowing the client better than anyone else has a great deal to do with
understanding customer circumstances and needs.
Rather than mandatory terminations of relationships or “tours of duty”—a
practice of many banks fearful that bankers will get too close to their
customers—we must encourage the opposite.
Banking is a personal business—taking people out of the equation—and
failing to build organizational and personal trust—is a clear way to further
commoditize the importance of business relationships.
Failure of trust—especially the mutuality of such—also leads to non-
accountability and the dangers of isolationism.
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17. CLOSER TRUMPS
When it comes to risk management, banks that diffuse risk
awareness throughout their organizations will trump those that
continue to compartmentalize such—namely, viewing risk (skills
and awareness) as a product area or special expertise; rather
than part and parcel of organizational culture.
Bringing credit closer to the customer is not something to be feared.
It should be embraced as part of the customer relationship
process.
Externalizing/outsourcing credit decisions simply does not make for
better customer relationships, credit decisions or a sounder
financial system.
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18. CHANGE THE GAME
A game changer of the future is to take down the silos of risk and re-
introduce risk awareness into the competencies and behaviors of all
those who should be bankers first and salespeople second.
Relationship managers frequently receive more sales training today than
they do credit training.
But the problem is we are selling risk-inherent solutions in everything we do;
and, not fully understanding this is why we can’t sell value—and, equally
important, get paid for it.
We must learn how to sell risk solutions by understanding how our products
relate to the risk sensitivities of the client.
This is a game changer—namely, sales and the sales process is not separate
from risk awareness. Knowing when to sell flexibility—or not—is key to
both increasing risk awareness and increased sales.
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19. Embrace the
competitive benefits
of the blue waters of
regulation
COPYRIGHT 2011 FUTURE CHANGE MANAGEMENT LLC 19
20. BEYOND DEREGULATION
If there is anything the financial crisis of 2007/2008 has taught us
it is this; banks do not do well with de-regulation—or markets of
open space.
When it comes to strategy, banks seem to do much better
positioning—differentiating—themselves in regulated rather than
deregulated markets.
In de-regulated markets, banks tend to follow each other—over the
cliff if need be.
This is a key cause of systemic risk—it is based in psychological
behavior as much as market dynamics.
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21. REGULATION TRUMPS
Ideologically, like it or not, regulatory positioning will largely
determine bank differentiation—namely, which spaces or arenas
banks operate and compete in.
Moreover, it is within those spaces banks face the requisite
challenge of shifting from supply-mindedness to a world of
demand scarcity and discrimination.
Not all will succeed; however, differentiation will surface and
systemic risk will be deterred through regulatory “inspired”
differentiation.
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22. CHANGE THE GAME
Regulatory-driven differentiation is in our future.
A game changer is not to primarily focus on regulatory arbitrage;
but, instead in embracing those regulations that best allow you to
practice and demonstrate your core competency—the areas
where you can best employ your capital, for the longest period of
time, without the threat of competition.
Moreover, make sure your practices support the reasoning behind
such regulations—as sustainable differentiation is helped—not
hindered—by regulatory intervention.
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23. GAME CHANGERS
1. Change the focus of decision-making—put more trust
in experience and intuition
2. Become a demand-obsessed financial organization
3. Become more like your customers—adopt their “best
practices”
4.Become more like your customers—adopt their “best
practices”
5. Embrace the competitive benefits of the blue waters
of regulation
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