The document discusses how banks must adapt to changing customer expectations in the digital age. It notes that customer acquisition and retention is no longer just about the products offered but also the user experience. It emphasizes that most customers, especially younger ones, now rely on mobile devices as their primary means of accessing the internet and conducting business. Therefore, banks need to offer accessible and connected mobile banking services to meet these new expectations and remain competitive.

1. BANKING
Trust, Reliability and Loyalty
User Experience
and Expectations

2. Customer acquisi.on and reten.on is no longer just
about products banks offer… but how banks offer
them, enhancing access and the user experience

3. Understand the digital age
of your customer
2009:
‐ 100+ million viewers
‐ 20 hours of video is uploaded every minute
2009:
‐ 18.9 million unique visitors/month
2009:
‐ 200 billion page views per month;
‐ 350 million members
‐ 1.4 million images uploaded every second
‐ 1.6 billion chat messages sent daily

4. My bank must be:
Accessible and
Connected
Most ATM providers have tradiLonally relied on
wireline connecLons to process transacLons.
As with anything, wireline connecLons have
Special Events
limitaLons. They limit placement and relocaLon Remote LocaLons
opLons, create security concerns, and are a target Emergency Management Back‐up
for vandalism.
Public wireless networking technologies enable
banks and independent ATM providers an easy,
fast, and cost‐efficient mobile banking opLon.
Whether it be primary or backup connecLvity for a
shopping center, or enabling a mobile ATM for
outdoor events, mobile banking soluLons provide
the reliable, manageable network connecLon
needed.

5. There are More Mobile Devices than PCs
For every personal computer that’s bought,
more than four mobile phones are
purchased. There’s a world of people
whose main access point to the Internet is
via a mobile device.

6. Mobile Banking is relevant & growing
• 4.6 million mobile banking
households in 2008
• 10 million predicted for
2009
• 40 million in North America
by 2012
Mobile banking is a “sLcky” service:
• Offering great service & the inconvenience of moving business elsewhere
• Follows pa`erns of:
– Direct Deposit, Online Bill pay and Reward programs

7. This is how your next customer does business
Younger households own neither landlines, watches nor
paLence to “wait ‘Ll later for access”
Lack of mobile service is a clear and negaLve differenLator
Banks must meet expectaLons or lose the entry point for a
lifeLme relaLonship
Basic Features of Mobile Banking
InformaLon Services
 Use ATM & Branch Finder
 Quick Click to call for customer service
Account Access
 Check balances & transacLons
 Pay Bills
 Transfer Funds

8. Provide Value:
Transac.ons
Loca.on‐based Services
User Friendly
Different needs, different devices, different funcLon, different content presentaLon.

9. Mobile Banking – make it a great experience

10. Heidi Culbertson
Mobile Business Strategist
Twi`er: @hculbertson
Just some food for thought