Retail Banking India 2015 - Now and PredictionsMayur Nanotkar
The document highlights
- the Retail Banking Industry in India using the stats
- future predictions for the retail banks in India in terms of Technological advancement and Customer Engagement
- Top 10 Predictions from the World of Retail Banking.
The Future of Retail Banking: Customized product offerings and self-service s...Zafin
With the best of intentions, banks often assume what customers want, push the wrong products and services, work in siloes and generalize. Banks tend to forget that their customers are human beings that evolve and so do their needs. Not everyone makes the same choice, so banks need to reflect this in their product offerings.
For banks to differentiate themselves and move forward, they need to allow customers and Relationship Managers to dynamically bundle products and services based on the customer’s preferences. The more you bank with me, the more value we will provide in return.
Under a Product and Pricing Lifecycle Management (PPLM) model, create suitable products and product bundles based on customer or other data across lines of business and business units.
Presented by Zafin’s Meenaz Sunderji, General Manager, Asia Pacific, at the 20th meeting of the World Savings and Retail Banking Institute’s (WSBI) Asia/Pacific Regional Group in Vietnam on May 21, 2014.
www.zafin.com
Retail Banking India 2015 - Now and PredictionsMayur Nanotkar
The document highlights
- the Retail Banking Industry in India using the stats
- future predictions for the retail banks in India in terms of Technological advancement and Customer Engagement
- Top 10 Predictions from the World of Retail Banking.
The Future of Retail Banking: Customized product offerings and self-service s...Zafin
With the best of intentions, banks often assume what customers want, push the wrong products and services, work in siloes and generalize. Banks tend to forget that their customers are human beings that evolve and so do their needs. Not everyone makes the same choice, so banks need to reflect this in their product offerings.
For banks to differentiate themselves and move forward, they need to allow customers and Relationship Managers to dynamically bundle products and services based on the customer’s preferences. The more you bank with me, the more value we will provide in return.
Under a Product and Pricing Lifecycle Management (PPLM) model, create suitable products and product bundles based on customer or other data across lines of business and business units.
Presented by Zafin’s Meenaz Sunderji, General Manager, Asia Pacific, at the 20th meeting of the World Savings and Retail Banking Institute’s (WSBI) Asia/Pacific Regional Group in Vietnam on May 21, 2014.
www.zafin.com
Digital Banking for PSU banks in IndiaRohan Bharaj
This documents highlights the importance of Digital banking for PSU banks in India. In this digitally enhanced age, it is of utmost importance for PSU banks to be up to date with the latest technology.
Beyond Banking: New Business Models for the Digital EraJessica Wilkinson
The banking and financial services industry is undergoing a period of unprecedented disruption, which is re-shaping the competitive landscape.
Criterium Group believes we’re experiencing a fundamental change in how people manage, save and spend their money –which means banks and credit unions will need to re-imagine how they deliver value to customers and members.
We’re experiencing a disintegration of the financial industry. But disruption is exciting, not scary. As our relationship with money evolves, there are endless opportunities to delight customers and deliver value. However, competing in a digital age takes a completely different approach.
Criterium Group has considered the changing landscape from a competitive, financial, technological and operational perspective to re-design the traditional banking business model to win in a digital world.
Digital Banking for PSU banks in IndiaRohan Bharaj
This documents highlights the importance of Digital banking for PSU banks in India. In this digitally enhanced age, it is of utmost importance for PSU banks to be up to date with the latest technology.
Beyond Banking: New Business Models for the Digital EraJessica Wilkinson
The banking and financial services industry is undergoing a period of unprecedented disruption, which is re-shaping the competitive landscape.
Criterium Group believes we’re experiencing a fundamental change in how people manage, save and spend their money –which means banks and credit unions will need to re-imagine how they deliver value to customers and members.
We’re experiencing a disintegration of the financial industry. But disruption is exciting, not scary. As our relationship with money evolves, there are endless opportunities to delight customers and deliver value. However, competing in a digital age takes a completely different approach.
Criterium Group has considered the changing landscape from a competitive, financial, technological and operational perspective to re-design the traditional banking business model to win in a digital world.
Personal Loans are loans advanced to individuals to meet some of their personal emergencies such as hospitalization and medical expenses or other type of need like marriage expenses, holiday tours etc.This loan is usually given to individuals with sufficient minimum annual income. The tenure of repayment is usually between 12 months to 24 months and the loan amount advanced normally ranges between Rs 50,000 to Rs 2,00,000.
Powerful forces are reshaping the banking industry. Customer expectations, technological
capabilities, regulatory requirements, demographics and economics are together creating an
imperative to change. Banks need to get ahead of these challenges and retool to win in the next era.
Banks must not only execute on today’s imperatives, but also radically innovate and transform
themselves for the future.
Segment-Based Strategies for Mobile BankingCognizant
While retail banks have widely accepted mobile banking as a primary service channel, they can now apply customer segmentation tactics to develop mobile strategies, optimize customer retention and acquisition, and increase the adoption of mobile services.
Housing finance refers to finance provided to individuals or group of individuals for purchasing/building a house. RBI has given a free rein to banks to decide on the age of dwelling, repayment schedule, margin and security with the approval of their board. There are three types of housing finance namely direct finance, indirect finance and supplementary finance. Housing loan is normally 80 to 85% of the cost of flat. However, some banks provide 100% amount. Banks charge fixed interest rate or a floating rate on housing loans.
Vehicle loans are given for both used as well as own vehicles. However, if the loan is being taken for used vehicle then it is mandatory that it is not more than five years old. Although some banks provide 100% finance, however financing 80% of the vehicle value is usually the norm. The main security for this type of loan is the vehicle itself. However, getting the vehicles fully insured is the most important factor that banks consider before giving vehicle loans.
Future of Money, Banking & Payment Industry (it-Cafe.ir)Masoud Zamani
از «اپل پی» تا بیتکوین، از پرداختهای همتا به همتا تا حجم بسیار بالای رمیتنس در جهان، از انبوهی استارتآپهای متنوع در صنعت پرداخت و بانکداری تا نفوذ عجیب پرداختهای موبایلی در کشورهای توسعه نیافته نظیر کنیا، همه روزه شاهد اخبار متنوع و البته رشد بی سابقهای از حضور و و نفوذ فناوری در این صنعت هستیم. نکته جالب اینکه بخش عمدهای از کسانی که احتمالاً آینده پول و صنعت پرداخت را رقم خواهند زد، شرکتها فناور نظیر اپل، سامسونگ و یا گوکل هستند که هیچ تجربه بانکی و سابقهای در این بخش ندارند و کمتر اسم بانکها را در این جریان میشنویم. براستی چه اتفاقی در حال رخ دادن است.
در این ارائه با عنوان «آینده پول، صنعت پرداخت و بانکداری» روندهای فناوری اثرگذار بر پول و صنایع پرداخت را بررسی کرده و آینده و جایگاه بازیگران فعلی و البته نوع نگرش به پول را بررسی خواهیم نمود.
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Videos:
Part 1: http://www.aparat.com/v/WpbRj
Part 2: http://www.aparat.com/v/xdW5b
Part 3: http://www.aparat.com/v/3NWDG
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Creating loyal omnichannel customers is critical. Retailers who embrace the customer-centric trend and build better shopping experiences will leap ahead of the competition.
Building a blended customer experience isn't easy. Need some help getting started? Check out our latest in retail trend research.
Inside Retail Academy: Managing Marketing in a Multi Channel Retail EnvironmentACRSMonash
The ACRS team attended Inside Retail Academy’s one day intensive workshop, 'Managing marketing in a multi channel retail environment'. The workshop focused on modern marketing in a fast paced, technology fueled, ever-evolving retail environment.
Symphony RetailAI recognized as a product innovation leaderSymphony RetailAI
EnsembleIQ’s first Retail Technology Innovation Index highlights technology companies with innovative solutions that support retailers in a dramatically changing retail landscape. 450 technology companies were evaluated against 12 key performance indicators (KPIs) under four overarching pillars: Product, Performance, Partner Ecosystem and Organization. Symphony RetailAI recognized as a product innovation leader
TCS-FICCI Knowledge Paper on Adapting to the Multi-channel Customer - A Roadmap for Integrated Multi-channel Retailing was released at MassMerize 2013 on August 07, 2013
Definition and Scope of Retailing;
Retailing Scenario – Global;
Retailing Scenario-India;
Prospects of Retailing in India;
Trends in Retailing;
Retailing formats;
Retail Strategies.
Characteristics of Retailing, Scope of Retailing, Functions of Retailing, History of Retailing In India, Trends in Retailing, Emerging Trends In Retail, Retailing Formats
Steps involved in developing a retail strategy,
How to best manage a retail program through the design and rollout phases.
For more white papers and webinars, go to http://www.sldesignlounge.com
Or visit us at http://www.sld.com
Technology has changed how we shop and the way brands sell.
Chris Aubrey (Dyson) and Kevin Gill (StartJG) set out how to rethink the physical
store for this rapidly evolving ‘post-new’ retail landscape, and share six principles
that guide their approach to retail design.
Маркетинг и Брендинг в International Trade & Development SCG International
Маркетинговая стратегия и брендинг как инструменты увеличения стоимости товаров и адаптации на международных рынках. Увеличение прибыли через эффективности.
No name vs. Brаnd.
Latest trends in shopping centre branding, marketing and design SCG International
Clive Woodger's conference at EPICCA ( Encounter of the Shopping Centre professionals in Latin America ) about developing first choice destinations...covering: International Trends, the Empowered Consumer, Marketing Strategies and Delivering the Promise....
Clive Woodger's conference about the Ultimate Retail Brand Experience. Organised by 3M Colombia. The main topics were: The Empowered Consumer, Retail Touchpoint's, Retail Transformations and Transformation Challenges.
Through a teamwork approach, SCG International & IDNT create destination brands and design concepts that add value for all stakeholders by enhancing customer experience, building loyalty and achieving competitive advantage.
Our combined multidisciplinary resource provides a wealth of international expertise across different sectors & markets.
Check our websites for more projects:
www.scg.international
www.idnt.ua
Clive Woodger & Anna Poberezhna spoke @ workshop "Shopping Centre Challenges in Crisis Times – Factors for Success"
Kyiv, June 2015.
Organised by Ukrainian Building Community, SCG International and DTZ Ukraine.
Achieving a Successful Homing Offer Challenges & Trends.International Snapshot.SCG International
DIY, HOUSEHOLD & FURNITURE RETAIL RUSSIA.
The annual conference organised by B2B Conference Group.
International Summit of industry products for home and garden repair.
Trends and challenges. International outlook.
Presentation by Clive Woodger, SCG International founder.
Moscow, Russia.
May 2015.
City Development The Influence of Architecture Art of Place Branding. SCG International
Lecture by Clive Woodger about the Architecture and Branding Trends in Urban Planning.
Achieving successful destination brands for living, work, rest & play.
Organised by Ukrainian Steel Construction Center.
Kyiv, May 2015.
Meeting the Challenges of the Empowered Consumers. Creating Successful First ...SCG International
Meeting the challenges of the empowered consumer.
Creating successful first choice destination brands.
Expert presentation illustrates the most problematic issues of the field and their practical solutions.
Clive Woodger at I Summit for Shopping and Entertainment Centers Owners and Managers: in a search of breakthrough idea, Ukrainian Real Estate Club.
Kyiv, May 2015.
Branding Challenges & Opportunities, Turkey food & drink initiative by TBCCISCG International
What are the Branding Challenges & Opportunities. Presentation @ the Turkey Food & Drinks Initiative by the Turkish British Chamber of Commerce and Industry (TBCCI), hosted by UBS in London. What are the issues & trends relating to country of origin branding, the competitive environment, impact of globalisation and the current situation regarding branding of Turkish food and drink products in the UK. April 9, 2015 by Anne Bacon
Презентация "Искусство создания среды обитания". Создание пространства, в котором людям приятно находиться. Успешный брендинг пространств для проживания, работы и досуга.
The presentation from the annual conference Marketing in Real Estate Dynamic Marketing 2015: “From development to management” organized by PROESTATE, “The Russian Guild of Property Managers and Developers”. The conference was aimed at top-managers of marketing departments, PR specialists, sales managers, working in the sphere of development and real estate (residential, commercial, suburban).The event took place on 27-28 November at the Art-Centre Exposed.
Creating Places Where People Want To Be - Achieving Successful Destination B...SCG International
The presentation for visiting Russian real estate professionals takes a wide ranging view of the issues involved with developing successful Place Branding.
An introduction to London as a place brand from a historical and planning perspective is followed by some examples of the current branding, marketing and design approach of developers in London and together with the branding of districts.
Latest office and workplace design trends are reviewed to give context to recent Moscow case study examples together with an HSBC international initiative which aimed at creating effectively branded environments to engage and motivate the users.
Shopping centres, as destination brands, increasingly rely on social media as a key marketing strategy and must ensure they can deliver a wide range of visit experiences. Examples of latest UK and Moscow centres are provided.
The concluding section refers directly to the challenges in the Russian market in creating new residential communities.
The example of Rublevo-Arkhangelskoe is reviewed to demonstrate some key principles in defining and creating an effectively differentiated place branding communications strategy and concept.
Turin Startup Ecosystem 2024 - Ricerca sulle Startup e il Sistema dell'Innov...Quotidiano Piemontese
Turin Startup Ecosystem 2024
Una ricerca de il Club degli Investitori, in collaborazione con ToTeM Torino Tech Map e con il supporto della ESCP Business School e di Growth Capital
Poonawalla Fincorp and IndusInd Bank Introduce New Co-Branded Credit Cardnickysharmasucks
The unveiling of the IndusInd Bank Poonawalla Fincorp eLITE RuPay Platinum Credit Card marks a notable milestone in the Indian financial landscape, showcasing a successful partnership between two leading institutions, Poonawalla Fincorp and IndusInd Bank. This co-branded credit card not only offers users a plethora of benefits but also reflects a commitment to innovation and adaptation. With a focus on providing value-driven and customer-centric solutions, this launch represents more than just a new product—it signifies a step towards redefining the banking experience for millions. Promising convenience, rewards, and a touch of luxury in everyday financial transactions, this collaboration aims to cater to the evolving needs of customers and set new standards in the industry.
where can I find a legit pi merchant onlineDOT TECH
Yes. This is very easy what you need is a recommendation from someone who has successfully traded pi coins before with a merchant.
Who is a pi merchant?
A pi merchant is someone who buys pi network coins and resell them to Investors looking forward to hold thousands of pi coins before the open mainnet.
I will leave the telegram contact of my personal pi merchant to trade with
@Pi_vendor_247
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.
What website can I sell pi coins securely.DOT TECH
Currently there are no website or exchange that allow buying or selling of pi coins..
But you can still easily sell pi coins, by reselling it to exchanges/crypto whales interested in holding thousands of pi coins before the mainnet launch.
Who is a pi merchant?
A pi merchant is someone who buys pi coins from miners and resell to these crypto whales and holders of pi..
This is because pi network is not doing any pre-sale. The only way exchanges can get pi is by buying from miners and pi merchants stands in between the miners and the exchanges.
How can I sell my pi coins?
Selling pi coins is really easy, but first you need to migrate to mainnet wallet before you can do that. I will leave the telegram contact of my personal pi merchant to trade with.
Tele-gram.
@Pi_vendor_247
What price will pi network be listed on exchangesDOT TECH
The rate at which pi will be listed is practically unknown. But due to speculations surrounding it the predicted rate is tends to be from 30$ — 50$.
So if you are interested in selling your pi network coins at a high rate tho. Or you can't wait till the mainnet launch in 2026. You can easily trade your pi coins with a merchant.
A merchant is someone who buys pi coins from miners and resell them to Investors looking forward to hold massive quantities till mainnet launch.
I will leave the telegram contact of my personal pi vendor to trade with.
@Pi_vendor_247
BYD SWOT Analysis and In-Depth Insights 2024.pptxmikemetalprod
Indepth analysis of the BYD 2024
BYD (Build Your Dreams) is a Chinese automaker and battery manufacturer that has snowballed over the past two decades to become a significant player in electric vehicles and global clean energy technology.
This SWOT analysis examines BYD's strengths, weaknesses, opportunities, and threats as it competes in the fast-changing automotive and energy storage industries.
Founded in 1995 and headquartered in Shenzhen, BYD started as a battery company before expanding into automobiles in the early 2000s.
Initially manufacturing gasoline-powered vehicles, BYD focused on plug-in hybrid and fully electric vehicles, leveraging its expertise in battery technology.
Today, BYD is the world’s largest electric vehicle manufacturer, delivering over 1.2 million electric cars globally. The company also produces electric buses, trucks, forklifts, and rail transit.
On the energy side, BYD is a major supplier of rechargeable batteries for cell phones, laptops, electric vehicles, and energy storage systems.
How to get verified on Coinbase Account?_.docxBuy bitget
t's important to note that buying verified Coinbase accounts is not recommended and may violate Coinbase's terms of service. Instead of searching to "buy verified Coinbase accounts," follow the proper steps to verify your own account to ensure compliance and security.
The Evolution of Non-Banking Financial Companies (NBFCs) in India: Challenges...beulahfernandes8
Role in Financial System
NBFCs are critical in bridging the financial inclusion gap.
They provide specialized financial services that cater to segments often neglected by traditional banks.
Economic Impact
NBFCs contribute significantly to India's GDP.
They support sectors like micro, small, and medium enterprises (MSMEs), housing finance, and personal loans.
Financial Assets: Debit vs Equity Securities.pptxWrito-Finance
financial assets represent claim for future benefit or cash. Financial assets are formed by establishing contracts between participants. These financial assets are used for collection of huge amounts of money for business purposes.
Two major Types: Debt Securities and Equity Securities.
Debt Securities are Also known as fixed-income securities or instruments. The type of assets is formed by establishing contracts between investor and issuer of the asset.
• The first type of Debit securities is BONDS. Bonds are issued by corporations and government (both local and national government).
• The second important type of Debit security is NOTES. Apart from similarities associated with notes and bonds, notes have shorter term maturity.
• The 3rd important type of Debit security is TRESURY BILLS. These securities have short-term ranging from three months, six months, and one year. Issuer of such securities are governments.
• Above discussed debit securities are mostly issued by governments and corporations. CERTIFICATE OF DEPOSITS CDs are issued by Banks and Financial Institutions. Risk factor associated with CDs gets reduced when issued by reputable institutions or Banks.
Following are the risk attached with debt securities: Credit risk, interest rate risk and currency risk
There are no fixed maturity dates in such securities, and asset’s value is determined by company’s performance. There are two major types of equity securities: common stock and preferred stock.
Common Stock: These are simple equity securities and bear no complexities which the preferred stock bears. Holders of such securities or instrument have the voting rights when it comes to select the company’s board of director or the business decisions to be made.
Preferred Stock: Preferred stocks are sometime referred to as hybrid securities, because it contains elements of both debit security and equity security. Preferred stock confers ownership rights to security holder that is why it is equity instrument
<a href="https://www.writofinance.com/equity-securities-features-types-risk/" >Equity securities </a> as a whole is used for capital funding for companies. Companies have multiple expenses to cover. Potential growth of company is required in competitive market. So, these securities are used for capital generation, and then uses it for company’s growth.
Concluding remarks
Both are employed in business. Businesses are often established through debit securities, then what is the need for equity securities. Companies have to cover multiple expenses and expansion of business. They can also use equity instruments for repayment of debits. So, there are multiple uses for securities. As an investor, you need tools for analysis. Investment decisions are made by carefully analyzing the market. For better analysis of the stock market, investors often employ financial analysis of companies.
how to sell pi coins in all Africa Countries.DOT TECH
Yes. You can sell your pi network for other cryptocurrencies like Bitcoin, usdt , Ethereum and other currencies And this is done easily with the help from a pi merchant.
What is a pi merchant ?
Since pi is not launched yet in any exchange. The only way you can sell right now is through merchants.
A verified Pi merchant is someone who buys pi network coins from miners and resell them to investors looking forward to hold massive quantities of pi coins before mainnet launch in 2026.
I will leave the telegram contact of my personal pi merchant to trade with.
@Pi_vendor_247
how to sell pi coins effectively (from 50 - 100k pi)DOT TECH
Anywhere in the world, including Africa, America, and Europe, you can sell Pi Network Coins online and receive cash through online payment options.
Pi has not yet been launched on any exchange because we are currently using the confined Mainnet. The planned launch date for Pi is June 28, 2026.
Reselling to investors who want to hold until the mainnet launch in 2026 is currently the sole way to sell.
Consequently, right now. All you need to do is select the right pi network provider.
Who is a pi merchant?
An individual who buys coins from miners on the pi network and resells them to investors hoping to hang onto them until the mainnet is launched is known as a pi merchant.
debuts.
I'll provide you the Telegram username
@Pi_vendor_247
how can i use my minded pi coins I need some funds.DOT TECH
If you are interested in selling your pi coins, i have a verified pi merchant, who buys pi coins and resell them to exchanges looking forward to hold till mainnet launch.
Because the core team has announced that pi network will not be doing any pre-sale. The only way exchanges like huobi, bitmart and hotbit can get pi is by buying from miners.
Now a merchant stands in between these exchanges and the miners. As a link to make transactions smooth. Because right now in the enclosed mainnet you can't sell pi coins your self. You need the help of a merchant,
i will leave the telegram contact of my personal pi merchant below. 👇 I and my friends has traded more than 3000pi coins with him successfully.
@Pi_vendor_247
2. 1. Retail banking challenges - Creating first choice customer experience
The title image, HI-Tech with High Touch questions whether new technologies which have so
significantly transformed banks take into account the importance of human interaction in
achieving a positive brand perception.
2. Presentation Agenda
The topics to be covered are outlined starting with review of changing customer needs and aspirations.
Latest trends in retail and in retail banks concepts are considered. The last section takes a look at the
motivation and engagement of staff – High-Tech with High-Touch!
3. SCG London- Who we are
Some images of our work in retail, corporate, financial and real estate sectors.
4. SCG London – What we do
Some images of our work covering brand identity and communications, brand architecture and
environments across various sectors.
5. SCG London – Who we work for
The range of our projects and clients from multinational to local specialists.
6. Creating a first choice customer experience
The three touch point mediums ie. the physical branch interactions, the human contact opportunities
and the digital technologies and process all potentially cross over and ideally create a positive synergy of
experiences. The challenge is how these touch-points achieve a consistency of message, personality and
performance. Ultimately an effective brand strategy must address these interactions to differentiate as a
bank brand and be measured by the criteria as listed.
7. Understanding customers - Changing customer needs and aspirations
The images of the audience is a reminder that every bank has users who are watching and judging your
image and performance. Are you really custotmer centric?
8. Different customer generations – Changing perceptions and priorities
From generation Z who have never experienced the pre-internet world to Baby Boomers. The key
generation, Millenials, are starting to set the agenda for retailers and banks.
9. Key influence generation
The Millenials values, expectations and aspirations are defined. The statistic from Deloitte noting that
by 2015 they will represent 75% of the workforce and influence 74% of buying decisions needs to be
addressed by retailers and banks.
10. The Millenial takeover
More statistics on Millenials. The interesting feature is the worldwide similarity of this generation
due to globalization and social media.
11. Appealing to Millenials Mindset
Some attributes and added values that banks, for example, as a service brand need to address
and provide.
12. New way of connecting
A reminder that new social media channels provide opportunities for brand advocacy but also the
potential demolition of hard earned reputation.
13. Breaking the rules.
Diesel reboot campaign reflects the power of new communities of interest and the tribal sharing
of experiences.
14. Banking for Millenials
Frank is an example of how to appeal to tech savvy `millenials’, a clever name, a brand that is more of a
fun shop and advertising that exploits the name proposition.
3. 15. Women
While it is accepted that banks should appeal directly to half the world’s population, the other half still
seem to dominate the way banks are organized and run.
16 - 17. Retail Trends and predictions
Some classic headlines on retail issues
18. New brand concepts
As designers of latest retail and banks we are highly aware of new global developments. Many banks are
desperately trying not to be seen as traditional banks, and these words and images perhaps show a sector
that clearly is not sure how best to provide a first choice customer experience. It begs the question what
do customers really want from their banks and the changing function of branches.
19. Retail trends…Branch concepts
Unlike retailers, banks as service brands without tangible products have had to embrace new technologies
and direct human interactions opportunities more readily. So while latest retail trends are clearly relevant
for banks in showing and understanding of changing consumer demands from retail outlets, banks can
equally teach some retailers how to integrate technology more effectively in the retail store environment.
20. Digital convergence – a seamless experience?
A re-emphasis on the need to provide a synergy across all potential touch points.
21. Multi Channel Integration – the Apple experience
While Apple is always trotted out as an innovative brand there is no doubt they created a role model for
many retailers in changing the concept of store organisation and design.
22. Multi Channel Integration – Citi Bank
This Citi bank is a typical example of ‘smart’ banking.
23. Multi Channel Integration - FNB South Africa
But is this going too far? Hardly a human in sight, a cold sterile hospital environment?
24. Multi Channel Integration – Traditional retailers
Only now discovering the potential of tablets in terms of enhancing efficiency, informing and inspiring
customers.
25. Multi Channel Integration – Traditional retailers
Some examples in different sectors, demonstrating the use of screen technology to advise, engage and
trigger sales.
26. Multi Channel Integration – Argos catalogue retailer
This traditional UK catalogue showroom retailer has completely changed its customer experience,
converting its city units in highly efficient but pleasant product pick up points.
27. Self Service Innovation – empowering retail customers
These four examples show some latest retail innovation concepts. A jeans fashion shop based on a
customer app that delivers the right size and style to a dressing room, a smart shopping trolley, 360
degree product scanning in an ASDA Walmart store and a Korean TESCO store with no product but
‘virtual’ merchandising.
28. Self Service Innovation – Empowering banking customers
These American examples of ATM’s incorporating real person interaction technology provide the
immediacy of personal service with the efficiency and the convenience allowed by technology.
29. Self Service Innovation – Empowering customers and staff
While this Australian National Bank example is not the most attractive in terms of interior
environment, it is a good example of empowering staff with training, Ipads and app technology
to enhance customer service.
30. The value of Values – ethical retailers
Balancing quality, price, experience and matching ethical values is an increasingly significant factor in
differentiation. This is an interesting ethics based concept which also works commercially.
4. 31. The value of Values – Ethical retailers
H&M’s ‘Conscious Collection’ shows how fast fashion has recognised the need to respond to the
concerns of customers, wanting to feel good about their choices.
32. The value of Values – Ethical Start-Ups
Zady’s production transparency certificate and use of social media is a response to consumer needs to
justify their purchase decisions.
33. The value of Values – Ethical retailing/ Banking
The Coop in the UK is a classic example of using ethical values to differentiate their offer. The only
problem is that they then need to ensure they ‘walk the talk’ and recent exposures on their banking
incompetence and poor management has affected their reputation and brand equity.
34. The value of Values – Ethical Banking
This Canadian example, Vancity, takes its ethical messages and profile as a basis for creating a distinctive
branding and communication style.
35. Emotional Values
Creating an effective emotional connection with your target audiences is the basis for successful
branding. McDonalds knows this very well as a successful global brand. Their recent advertising in
different countries cleverly relates to the every day needs and issues of their varied customer profiles
and mindsets.
36. Emotional Values – the messages is in the name
‘Friend’ – The name, message and imagery says it all for this bank.
37. Emotional Values – Reflecting local culture
Reflecting your local market values, sensitivities and culture can be an effective differentiation strategy in
contrast to global banks with a more impersonal corporate image.
38. Emotional Values – Regaining heritage
The Lloyd’s rebrand in the UK emphasises the heritage and the latest advertising is based on traditional
life events and needs. Whether this really addresses the basic mistrust of banks in the UK is questionable.
39. Flash/Pop-Up retail – Generating buzz
The trend for digital retailers to want to get physical using pop-up stores is in parallel with traditional
retailers wanting to create temporary outlets in unusual venues to create awareness, etc.
Virtual pop-up stores where a location is communicated and people converge to share a virtual
experience on their mobiles and tablets is another example of creating shared brand experiences.
40. Pop-up banking – Extending reach
These examples of Pop-up banks show the potential for going where people are in shopping centres and
temporary locations.
41. Lifestyle stores – Digital backlash
Some retailers in showrooms are reacting against high-tech digital environments and offers. This Italian
example deliberately creates an interesting tactile experience and sense of place.
42. Lifestyle Banks –Digital backlash - People’s choice
This Australian bank deliberately encourages people interactions with less screens and a relaxed
bright atmosphere.
43. Lifestyle Banks –Digital backlash - Virgin
Virgin are investing in comfortable lounges and emphasising more soulful communication message.
44. Lifestyle Banks –Digital backlash – Jyske Bank
The Danish bank positively encourages customers to relax, take time out and treat the branch as a
social destination.
5. 45. Lifestyle Banks – Café banking
More examples of banks trying not to be banks…
46. Green retail
Bringing plants and garden features into retail stores a common trend to encourage browsing
and dwell times.
47. Green Banks
Some banks are similarly ‘greening’ their branches to bring natural materials and organic features
to create more relaxing and pleasant destinations.
48. Brand Experience stores
Nike has been creating ‘worlds’ for some time to complement their internet retailing. The comment
that it is not a store but ‘ an ad with walls’ is interesting but they clearly work and can be justified as PR
investments rather than direct selling machines. Many regard bank branches as expensive billboards…
49. Brand experience stores
A Levis world is similarly all about brand immersion not about selling product.
50. Brand experience banking – Metro Bank
Creating a different brand experience was a fundamental aim of Metro Bank in the UK. As a new entrant
in an established banking market, it has deliberately set itself apart from other banks by adopting a very
‘retail store’ feel and approach, in terms of fast customer service and direct messages and promises.
51. Hi-Tech with Hi-Touch
These examples combine the best latest technology with a positive human touch. So how do you
differentiate with your people?
52. Hi-Touch – Do your people make the difference?
These images of positive happy smiling people in the retail and banking sector show ideal scenarios…
How real is this?
53. High-Touch objectives
These messages recently put out by Barclays seem to imply that the Bank has only just realised that they
need to meet the values and actions that any good contemporary organisation should reflect and achieve.
It is an admission that they have not achieved this ‘best practice’ in the past and now have to make this a
‘transformation’ strategy.
Interestingly, a few years ago their advertising strapline was about being the biggest… how times
have changed!
54. A conflict of values
So much for a joined up PR initiative! Having announced their new values Barclays then admit then axing
12000 jobs and paying top executives higher bonuses.
55 - 56. HSBC
Our work with HSBC to create a global approach to creating work places, which would engage and
motivate staff and management, is an interesting example of a bank addressing the need to invest in their
human capital. We worked with the Bank to create environment that would reflect their special internal
values and appeal to the varied mindsets and cultures, represented by their 750 offices in 87 countries.
57. Creating a first choice customer experience
The presentation started with this slide reflecting on the need for creating an effective brand synergy of
message, experience and behaviour across the Human, Branch, and Digital interactions of banking.
58. High-Tech with enhanced High-Touch
The message of this slide should therefore be clear. Never forget humans want to relate to humans but
with the convenience and efficiencies of High – Tech.
This is the challenge in creating a first choice customer experience - the fundamental requirement for a
successful branding strategy.
6. Presentation Agenda
• SCG London Overview
• Customers - Generations/ Millenials/ Mindsets
• Retail Trends/ New Branch Concepts
• Multi Channel Integration
• Self Service Innovation
• The Value of Values - Ethical/ Emotional
• Pop Ups
• Digital Backlash
• Brand Experience
• Hi-Tech/High Touch
7. SCG London: Who We Are...
• International strategic branding
and design consultancy
• We work in the retail, financial,
real estate and corporate sectors
9. SCG London: Who We Work For...
Example 1: The latin logotype in horizontal format reversed white-out of background colour
Example 2: The latin logotype in horizontal format within the exclusion area (freespace)
Yeni GLOBEX BANK logosu
Eski GLOBEX BANK logosu
10. Human
Call Centre
ATM
Counter
Interview
Website
App
Phone
VIP Club
Social.. pit stop
Face to Face
Video Phone
DigitalBranch
Creating A First Choice Customer Experience
Differentiation
Personal
Service
Convenience
Efficiency
Value
Pleasure?
Optimum customer engagement across all brand touchpoints: human, physical and digital
...consistent...coordinated...satisfying...
Brand synergy
12. Different Customer Generations...
...Changing Perceptions & Priorities
Millenials/GenY
1980 - 2000
Early teens - Early-30s
Demanding, internet
savvy, instant gratification.
The ipad generation
Gen X
1965-79
Early-30s to mid-40s
The ‘focused, keep your
heads down generation’
Gen Z
2000 - present
Children
The first generation never to
have experienced the pre-
internet world
Baby Boomers
Pre 1965
Late-40’s+
Regarded in the West
as the ‘have it all’ post
war generation
13. • Tech-savvy
• Grasp new concepts quickly
• Enjoy change
• Like personalisation & customisation
• Seek stimulation, get bored easily
• Social, connected, consultative
• Caring, motivated by their mission
• Want to make the world a better place
• Major influence on baby boomers
“By 2015 Millenials will be 75% of workforce
and will influence 74% of buying decisions”
- Deloitte
Key Influence Generation
14. Source: Hanson Dodge Creative
“Thanks to globalization,
social media, the
exporting of Western
culture and the speed
of change, Millennials
worldwide are more
similar to one another
than to older generations
within their nations.”
Time Magazine
The
Millennial
TAKEOVER
15. Loyal
Reward me quickly & make it easy
Make it enjoyable
I love a game; guerilla & viral messages are more fun
Know Me
I’ll let you in, but use my info to send me relevant stuff
Check it out
Shopping is a mission & I rely on online referrals,
price comparison & reviews
Recessionistas
Anxious about money but I aspire to be responsible with it
Values
Success should be measured by more than profit
Appealing To The Millennials’ Mindset
17. Breaking The Rules
Dieselreboot campaign - bringing the brand to
a new generation. Features “the new heroes of
today’s generation of digital influencers and
creators”. Tumblr community and meetups.
18. FRANK (Singapore) “A brand new way to bank”.
Aimed at young tech savvy ‘Millenials Has captured over 26% of Singapore’s youth market.
Banking For Millenials
19. • Women buy 65% of cars and make 81% of
financial decisions
• We’ve already got women only floors
in hotels, women only nightclubs,
women only gyms and women only
department stores.
• How long before we see women
only garages and women only banks?
Women
“Women are the biggest market on earth
but in financial services they are often
ignored - because most of the world is
run by men.”
20. Retail Trends & Predictions...
organizations streamlining their brick-and-mortar presence
less is more
ETHICAL CONCEPTS
retail entertainment
22. New Branch Concepts
lounges... hubs... mini branches... financial spas... cafes... chill out zones... community centres... play
areas... supermodern... high fashion... retro... traditional... relaxing... stimulating... styled like shops...
homes... conservatories... airports... nightclubs... libraries... boutiques...
24. Digital Convergence - A Seamless Experience?
• Retailers are reinventing themselves in response to the impact of the internet
• Customers expect integration and are impatient for it to become reality
“App-wielding customers make
twice the shopping trips per
month and spend 40% more than
non-app users.” - Walmart
“From inspiration to purchase, technology plays an
integral role in creating the consumer experience.“
25. • Pioneered removal of EPOS terminals and introduction of handheld
systems for staff to process transactions
• An entirely different store look and feel
Multi Channel Integration - The Apple Experience
“Technology is
better if I feel that
I’m working less. If
I’m not having to
think or do things
or work, it’s a
better product.”
Apple co-founder Steve
Wozniak
26. • Interactive media wall and work benches
• Touchscreen planning table
• Digital swipe service browser
• Assisted service at “360 Station
• Live video conferencing with a remote specialist
CitiBank smart banking concept
Multi Channel Integration - The Apple Experience
27. Multi Channel Integration - The Apple Experience
• Sophisticated augmented reality app
• White walls, exposed ceiling, hard surfaces
• High tech toys in a spartan environment?
FNB - South Africa
28. “In 2014, more retailers will give customers the ability to
interact and complete transactions on their own terms”
• Act as a flexible transactional POS system
• Help reduce queues
• Make the payment process mobile, faster, simpler,
more engaging
• Improve customer information eg locate and order out of
stock merchandise, check loyalty points
• Interactive marketing, displaying images and video content
on ranges, products and special offers
• Customers can use wi-fi to access the internet on their
smartphones/tablets
Only now launching instore tablets
Multi Channel Integration - Traditional Retailers
29. Multi Channel Integration - Traditional Retailers
“53% of Millennials say their favourite retailers
offer an omnichannel experience” - Survey Monkey
“Technology enables shoppers to
explore the breadth of what the store
brand has to offer”
30. • 60 second Fast Track collection service for online or mobile purchases
• Digital display screens replace static sales literature and paper posters
• In-store iPads with expanded shopping apps - product videos and reviews
• Free WiFi in stores
“We are seeking to reposition our stores to
support a digital future - in which digital
channels are the primary interface for
customers, but stores continue to be
critically important as a national
network for product collection.”
Argos catalogue retailer
Multi Channel Integration - Traditional Retailers
31. High Fashion Automation
Self Service Innovation - Empowering Retail Customers
Smart interactive shopping trolleys
360˚ product scanning Tesco Korea Virtual Stores
“Innovation is being
driven by consumers’
desire for speed,
information and
convenience.”
“Many of the
most important
technological ideas
- from retail apps to
contactless payment
- have come from a
need to smooth the
shopping process.”
32. Self Service Innovation - Empowering Banking Customers
Personal Teller ATM’s with ‘uGenius Technology’ enable customers to interact with a real person
via 2-way video. Personal service with tech efficiency.
Coastal Credit Union (USA) SECU (USA) Dollar Bank (USA)
First Ontario (Canada) Mid Hudson Valy (USA)Bank of America (USA)
33. Self Service Innovation... Empowering Customers And Staff
• 25% smaller than traditional branches focused on serviced self-service
• All staff equipped with iPads with NAB ‘Come Help Me’ interactive apps
• Large touchscreen - staff encouraged to engage in customer conversations
• bar with iPad and smartphones to demonstrate internet banking
• High level of staff training
National Australia bank - smart store interactive format
34. The Value Of Values - Ethical Retailers
“Shoppers are
becoming increasingly
savvy and better than
ever at finding value.
This doesn’t always
mean the lowest price
possible; customers
increasingly expect
the right choices in
product quality, and
the right values in
terms of provenance
and ethics.”
35. Conscious Collection launched 2011.
Made from environmentally friendly and recycled materials
The Value Of Values - Ethical Retailers
Lanvin for H&M fabric run-offs sold as
H&M‘s new Waste collection
Discount incentives for recycled clothing
Brands are repackaging & repositioning themselves
36. The Value Of Values - Ethical Start Ups
“For every purchase made on Zady, an
artisan launching a micro-business in the
developing world will be provided with
the crucial funds they need to grow their
business and revive their traditions.”
37. The Value Of Values - Ethical Retailing/Banking
The Co-op, UK
“Co-op Bank
scrambles to convince
customers its ethical
stance will survive”
- The Guardian
Responsible finance
Supporting co-operatives
Responsible retailing
Inspiring young people
Tackling global poverty
Protecting the environment
Democratic control
Keeping communities thriving
38. The Value Of Values - Ethical Banking
“Our vision is to redefine wealth in a way that furthers the financial, social and
environmental well-being of our members and their communities.”
Vancity, Vancouver
39. Emotional Values
McDonalds - Series of emotionally charged advertising campaigns
“We all have McDonald’s in common” - storytelling about difficult relationships
“McDonalds is for everyone”, “Just Passing By” - narrative poems about people’s lives
40. Emotional Values - The Message Is In The Name
Friend - One of Alabama’s oldest community banks. “True to you”.
41. Emotional Values - Reflecting Local Culture
Trailhead, USA
Rebranding reflects rugged Oregan values
“Individual expression, casual confidence and commonsense wisdom”.
42. Emotional Values - Regaining Heritage
• 250-year-old bank relaunched as result of TSB sale - return to original name
• Emphasis on heritage symbol and colour with contemporary look
Lloyds bank
43. Flash/Pop-Up Retail - Generating Buzz
• People are getting bored with same brands in same places
• Pop up retail is exciting, innovative and interactive
• Test product, build brand awareness, target new audiences
• Tap into ‘massclusivity’
Benetton, New York pop up store looks like Pinterest with Twitter style narratives
“Online retailers will
increasingly look to
to establish a physical
presence, often through
pop-ups”
44. PNC, USA
Pavement Pop-Up
Pop-Up Banking - Extending Reach
• Extend High Street networks
• Reach new customers outside usual branch environment
Barclays, UK
Shopping Centre Pop-Up
45. Lifestyle Stores - Digital Backlash
• Ways to differentiate shopping experience
• What’s old is new, tactile, content rich, lifestyle feel
• Browsing, inspiration, entertainment
• Encouraging customers to dwell
• A refocus on the high street
“Less about a need, more about fulfilling passion - about the joy and serendipity that often
comes from physically shopping in stores.”
Nonstante Masrras, Milan
46. Lifestyle Banks - Digital Backlash
• Bright, fresh colours
• Emphasis on relationships and face to face conversations
Peoples Choice, Australia
47. Lifestyle Banks - Digital Backlash
• “Soulful” campaign with retro style illustrations.
• TV/ Piano lounge - like a hotel
Virgin Money, UK
48. “Most radically, we really want to leave people
alone in branches. Instead of an emphasis on
selling, the approach is all about
letting customers relax.”
Lifestyle Banks - Digital Backlash
Jyske Bank, Denmark
“Open comfortable space plus a
visual experience with multiple
plasma screens”
49. Lifestyle Banks - Café Banking
Expresso bars, sofas, newspapers, chalkboards, chandeliers…
Westpac (New Zealand) State Farm (USA) ING (Europe)
51. ‘Green’ Banks
“A green house concept, a place where plants grow and are nurtured.”
Skandia Bank, Sweden
52. Brand Experience Stores
“Don’t call it a store, call it an ad with walls” - NY Times
Celebrating the passion for sport
Nike
53. Brand Experience Stores
“Customers now demand more from physical
stores: more excitement, outstanding service
and a more personalised experience.”
Customers are taken on a journey through the
origins of denim and the brand’s evolution
Levis
54. Brand Experience Banking
• New entrant ‘Fast food’ style banking
• Challenging existing banks, gaining new customers but £100m loss in 3 years
• Owner runs Burger King franchise in USA
Metro Bank, UK
55. Hi-Tech With High Touch
Commonwealth Bank (Australia)
Docked iPods & iPads for exploring
mobile banking. Touchscreen terminals
with product information. Branch staff
have Macbook laptops
Bank Audi (Lebanon) -
‘Novo’ Kiosks
‘Virtual’ smart kiosks in shopping
centre locations
Mountain America Credit (USA)
Has put ‘technology champions’ in every
ranch to help customers migrate to online
and mobile banking
56. High Touch - Do Your People Make The Difference?
57. We are ‘Go-To’ for our
customers and clients
Our colleagues are
fully engaged
We positively impact the
communities in which
we operate.
We act with integrity
in everything we do
We create sustainable
returns above the
cost of equity
“The bank has outlined how it aims
to achieve the “right culture” across
the business, stating a series of aims
against the “5Cs”, denoting customer
and client, colleague, citizenship,
conduct and company.”
High Touch Objectives...
59. HSBC
· Branded office workplaces
· To engage... to motivate...
· 750 offices in 87 countries
· Strategic global graphics concept
to reflect values and attributes:
open, dependable, connected
· A unified look and feel adapted to
suit market and cultural mindsets
· For head and general offices, data
centres, call centres
New values – new environment
61. Human
Call Centre
ATM
Counter
Interview
Website
App
Phone
VIP Club
Social.. pit stop
Face to Face
Video Phone
DigitalBranch
Creating A First Choice Customer Experience
Differentiation
Personal
Service
Convenience
Efficiency
Value
Pleasure?
Optimum customer engagement across all brand touchpoints: human, physical and digital
...consistent...coordinated...satisfying...
Brand synergy