70Čitalaca8Polica za knjige
0Utisaka
49Citata
Al  Valkova
Al Valkovaje citiralaпре 8 месеци
We had not done our basic homework on customer behaviour.
Al  Valkova
Al Valkovaje citiralaпре 8 месеци
Deregulation, increasing volatility in capital markets and
b7269870870
b7269870870je citiraoпрошле године
VSC Virtual Support Centre; a call centre virtually supported by customer service representatives who typically operate from home (i.e. homesourcing)
b7269870870
b7269870870je citiraoпрошле године
FMCG Fast Moving Consumer Goods; products that are sold quickly at relatively low costs
b7269870870
b7269870870je citiraoпрошле године
When those customers talk about mobile, the Internet, social networks and so forth, don’t say anything about the effectiveness of your branch, or how broad your ATM network is. Take it on-board and figure out how you are going to provide customers with accessibility and functionality on the right channels at the right time.
b7269870870
b7269870870je citiraoпрошле године
Segmentation and customer intelligence through customer analytics capability will be the key. More than simply segmenting customers, we will need to understand how they behave, what they do, how often, and through which channels. Currently, we don’t even understand which transactions go through which channel for existing customers. Marketing must understand the why and how, and ask customers what they want. Perhaps we do that already, but we certainly don’t use that data effectively to sell.
b7269870870
b7269870870je citiraoпрошле године
Combining this basic tenet with the concept of permission marketing and better customer analytics, we realise that push won’t work in the BANK 2.0 paradigm. Indeed, we instinctively have to understand our customers so well that we will anticipate their needs. When we get this right, the subsequent offer will not only feel like a good sale to the customer, it will be great service. This is why push-based message marketing needs to change to pull-based, point-of-impact, service selling.
b7269870870
b7269870870je citiraoпрошле године
Persuasive sale is the technical art of selling someone something that they don’t necessarily need, but convincing them long enough to get the commitment to sign. Indeed, when presented with enough pressure, customers will often commit just to terminate the sales conversation. Once bitten, twice shy when it comes to this approach. When we get pushed into a buy, we don’t usually come back.
b7269870870
b7269870870je citiraoпрошле године
The payment solution allows Mercantile Bank customers to send money via the PayPal network to any individual who has an email address or mobile phone number. If they don’t have a PayPal account, they will have to create one before they can receive the funds.
CashEdge has released a service they call POPMoney, which is already subscribed to by First Hawaiian Bank and PNC Bank based in Pittsburgh. POPMoney extends the P2P payment model/service to allow bank-to-bank payments. From within either online banking or a mobile banking app, customers can send money to a recipient by using their email address, mobile phone number or their bank account details. If you are a customer of a subscribing bank receiving a payment, then the payment goes straight into your nominated bank account. If not, you simply go to the POPMoney website, register and give the bank account details where you would like it deposited. POPMoney uses the SWIFT network to finalise the transaction for you.
b7269870870
b7269870870je citiraoпрошле године
“This deal reflects the growing functionality of the mobile channel and is a strong signal to banks of where customer expectations are headed ... Given the near-ubiquity of mobile devices and fast adoption of smart-phones in particular, we can expect an increasing convergence of trusted banking relationships, personal payments and mobile.”
b7269870870
b7269870870je citiraoпрошле године
More traditional banks have jumped into the fray in recent times. Mercantile Bank of Michigan announced in November 2009 that they had launched a mobile payments solution for their customers, incorporating technology from S1 and utilising PayPal
b7269870870
b7269870870je citiraoпрошле године
Good news travels fast, bad news travels faster
b7269870870
b7269870870je citiraoпрошле године
How this translates is that for the next 10–15 years (a very long time in business life-cycles), if you are in banking, you will remain under constant pressure to integrate better, faster technologies and techniques to stay relevant to customers and to stay competitive. If you aren’t constantly updating your technologies, platform and multichannel capabilities within the bank, you WILL fall behind. This is just a fact of life—get used to it.
b7269870870
b7269870870je citiraoпрошле године
For specific product deployments, the customer dynamics team will liaise with the product and marketing teams below, but the product and marketing teams do not deploy campaigns without the customer dynamics team’s approval. The customer dynamics team will also look after the critical element of point-of-impact technologies and preparing or cacheing the appropriate sales messages.
b7269870870
b7269870870je citiraoпрошле године
customer dynamics team needs to be the owner of all customer marketing in the BANK 2.0 paradigm. This means they need to select core segments of customers based on behavioural analytics, then they need to craft multiple up-sell or cross-sell offers for seeding through each channel.
b7269870870
b7269870870je citiraoпрошле године
To be fair, many banks already customise products based on segmentation. We see credit cards and savings accounts customised based on net worth, credit cards for the female demographic (probably due to their propensity for shopping), student loans, general insurance products for families, and many more. Segmentation is a key input into the design of these products, but channel rarely factors in during the design phase unless the product is perceived as a channel specific solution.
b7269870870
b7269870870je citiraoпрошле године
We wrap buses, trams and phone booths, so why not ATMs?
b7269870870
b7269870870je citiraoпрошле године
Let’s simply divide the methods of use into three categories—external advertising, digital media on the screen and use of the receipt media.
b7269870870
b7269870870je citiraoпрошле године
Printed coupon on the receipt. The receipt is transformed into a branded, take-home element of an ATM advertising campaign. It can act as a bar-coded discount voucher, sampling offer, or a proximity prompt for a high street retailer.
b7269870870
b7269870870je citiraoпрошле године
this reason, currently only two countries have incorporated biometrics in their ATMs—Columbia and Japan. Columbia is obvious because there are security concerns due to the prevailing law and order situation there. Japan is more interesting because security is not as much of a concern; I think that perhaps it’s the need to be seen as technologically advanced—essentially a consumer perception—that drives the need for incorporating biometrics in the ATM. In fact, Japan uses a form of contactless biometrics, as Japanese consumers are very hygiene conscious and do not want to be in contact with surfaces touched by other people.
bookmate icon
Jedna cena. Obilje knjiga
Ne kupujete samo jednu knjigu već celu biblioteku… po istoj ceni!
fb2epub
Prevucite i otpustite datoteke (ne više od 5 odjednom)