View
1.031
Download
1
Category
Tags:
Preview:
Citation preview
1
Banks should be prepared for the customer of tomorrow today
BancoSabadell
Pol Navarro – Head of Direct Channels and Innovation, Banco SabadellAmsterdam, November 2010
Emerce efinancials
2
Banco Sabadell
4th largest banking groupin Spain
Focused on commercial banking
More than 1.500 branches and 2.5 million customers (*)
(*) After Banco Guipuzcoano integration
3
How is the customer of tomorrow?
Customers are permanently online
Penetration of mobility (+100%)
“Social networked”
Mobile, Internet and TV convergence
Phones with more and more capacities
4
Customer experience / lifecycle
Service
Listen
CommunicateEngage
SalesNew digital environmen
t
New digital environmen
t
5
Customer experience / lifecycle
Service
Listen
CommunicateEngage
SalesNew digital environmen
t
New digital environmen
t
6
Direct branch – Customer service
24x7 1Available
24 hours a day, 7 days a week
Resolving any service enquiry in max 1 hour
Through the channel
selected by the customer
7
Direct branch – Customer service on twitter
First Spanish bank using twitter as customer service channel First Spanish bank using twitter as customer service channel
8
Mobile usage growth
9
BS Mobile – Our mobile banking service
First European bank with an iPad mobile banking app* First European bank with an iPad mobile banking app*
* According to Finextra
10
BS Mobile – Strong promotion of the service
11
BS Mobile – Strong promotion of the service
12
BS Mobile – Strong promotion of the service
13
BS Mobile – High usage by our customers
Most used phones
iPhone / iPad
63%
BlackBerry
16%
Nokia / Android
13%
Active users
2010
10% of online banking customers
Target 2011
30% of online banking customers
14
Customer experience / lifecycle
Service
Listen
CommunicateEngage
SalesNew digital environmen
t
New digital environmen
t
15
Listen to your customers and employees
More than 2.500 ideas generated by our customers and employees More than 2.500 ideas generated by our customers and employees
16
Customer experience / lifecycle
Service
Listen
CommunicateEngage
SalesNew digital environmen
t
New digital environmen
t
17
Where are your customers?
18
More Time Spent Social Networking Than on Email(source: Nielsen Online)
YouTube and other online video sites are stealing viewers away from TV in the UK(source: BBC)
Where are your customers?
19
Video content is the king
Channel with more views thanks to Pep Guardiola’s commercial “Making Of” Channel with more views thanks to Pep Guardiola’s commercial “Making Of”
20
Video content is the king
Resumen actividad 30 días 24 h Incremento
Visitas Sala de Prensa 1.160 289 x 7 Imágenes vistas 3.850 405 x 3 Videos vistos 2.527 23.904 x 284 Comentarios twitter 30 94 x 94 Comentarios facebook 15 26 x 52
21
Engage your audience
22
Customer experience / lifecycle
Service
Listen
CommunicateEngage
SalesNew digital environmen
t
New digital environmen
t
23
Customer acquisition through online channels
Decides to open a new account with the bank
Notified of his local branch
NEW CUSTOMER
3
1
Account opening form fullfillment
2 BRANCH
New contract signature
Cross-selling of products
5
DIRECT BRANCH
Follow-up of the new customer (e-mail / call)
New customer setup
4Impacts
24
Customer acquisition through online channels
Customer acquisition
2010
3% of customer acquisition online
Target 2011
10% of customer acquisition online
Service transactions
2010
75% of service transactions online
Target 2011
90% of service transactions online
25
Conclusions
Immediacy It’s real-time, not multi-channel anymore
Social interactivity Join the conversation and manage
your community
Everywhere Infinite touch points (Tablets, TV, e-books, etc.)
Online Sales Internet is your “flagship store”
26
Thanks!
Thanks for your attendancePol Navarro GonfausHead of Direct Channels and InnovationNavarroP@bancsabadell.com @polnavarro
Recommended