The New Banking has to be S.U.P.E.R.
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THE NEW BANKING HAS TO BE S.U.P.E.R. SOTIRIS SIRMAKEZIS|DEPUTY GENERAL MANAGER | eBUSINESS SECTOR | PIRAEUS BANK
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Presentation given at Bank Management Forum. Athens, Greece, 6 December 2011 Conference organized by Boussias Communications
Transcript of The New Banking has to be S.U.P.E.R.
THE NEW BANKING HAS TO BES.U.P.E.R.
SOTIRIS SIRMAKEZIS|DEPUTY GENERAL MANAGER | eBUSINESS SECTOR | PIRAEUS BANK
Sotiris SirmakezisDeputy General Manager
87, Sygrou Ave., 117 45 Athens, Hellas, Tel.: +30 210 9294065Fax: +30 210 9294020, e-mail: [email protected]
Sotiris SirmakezisManaging Director
8, Gamveta St., 114 50 Athens, Hellas. Tel.: +30 210 9294065Fax: +30 210 9294020, e-mail: [email protected]
DIRECT SERVICES
BUSINESS CARD
PERSONAL
ONLINE STOCK BROKERAGE
I V R
AGENT
SMARTPHONE
TEXT / SMS
TEXT / SMS
PHONE CALL
BRANCH
OFF-SITE
18-28-38
INTERNET
I V R
easypay webpaycenterwww.easypay.gr
Phone Banking
Alerts
ONLINE SHOPS
CALL CENTERS
ATM Network
Debit Card
Web Banking Mobile BankingCards Online
Air-time Top-UpALL OPERATORS
ALL VALUES
ALL CHANNELS
easypay kiosks
weBuy Prepaid
Instant CashATM
CASH PAYMENTS
TICKETS, PASSBOOKS
ATM
EFT/POS
PHONE
TELLER
CH
AN
NELS
SER
VIC
ES
PHONE
WEB
SEPA Direct Debits easypay mobile
SMARTPHONENOTIFICATION
MULTI-COUNTRY x 6
MOBILE BROWSER
BUSINESS
CONTENT MANAGEMENT
INFORMATION ARCHITECTURE
SEARCH ENGINE OPTIMIZATION
Public Web Sites
ON
LIN
ES
ALES
INTER
AC
TIV
E
MA
RK
ETIN
GPublic Web Sites Social Media
Search EngineMarketing
Banner Campaign
Optimization
Online Reputation Management
www.winbankdirect.gr
18-200
www.piraeusbank.xx
DESIGN – SEO - WCMS
YOUTUBE
BANK & AFFILIATES
GREECE & ABROAD
PAGE DESIGN
FLICKR
Direc t
GREEK STATISTICS
PENETRATIONMOBILE PHONES
D/T PLAY
PERSONAL COMPUTER
SOCIAL MEDIA
INTERNET
E-SHOPPING
Focus Bari Web ID
PENETRATION by age
Focus Bari Web ID
E-SHOPPERS33% of all internet users
15 purchases / e-shopper / year
2 out of 3 purchases in domestic e-shops
60% surf the web through their mobile phone
More than 70% are normal/heavy users
95% surf the web @ home
ΟΠΑ / ELTRUN
Αύξηση τζίρου +30% 2011 vs. 2010
68% are web banking users
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S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.PERSONALE.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R.
S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.ENGAGINGR. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R.
S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.REASSURING S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R.
S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.UBIQUITOUSP.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R.
SIMPLEUBIQUITOUS
PERSONALENGAGINGREASSURING
A presentation inspired from“Next-Generation Digital Financial Services”
by Alexander HesseForrester Research, March 11, 2011
“Render therefore to Caesar…”
SSIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
THIS IS NOT SIMPLE
THIS IS SIMPLE“We’re not a better bank.We’re more than a bank.”
“Banks have forgottenwho their customers are.”
“We are a well-designedeveryday experience.”
THIS WILL ALSO BE SIMPLE
MAKE IT SIMPLE: SHOW IT
SIMPLE
> Make it easy for customers to achieve their goals
> Simply: “What would YOU want from your bank?”
> Design with function in mind
> Provide information that is easy to understand
> Simplify your processes
UUBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
UBIQUITOUS 1
> Most devices are connected
> People are always on
> U.N. declared internet access as a “human right”
UBIQUITOUS 2
> Choice: give your customers the right of choice (basic marketing principle)
> Consistency: preserve customer experience oncross-channel journeys
> Continuity: each channel passes information over to all other channels
The ever-present bank
Investments
Deposits
LargeCorporate
SMEPrivateBanking
Remittances
MortgageLoans
Credit Cards
MassRetail
ConsumerLoans
Stocks
MutualFunds
BillPayments
Affluent
Gen-YSmall
Business
Every new device & channel,every new product & service
adds VALUE to our RELATIONSHIP with our CUSTOMER
UNIVERSAL, ENTEPRISE-WIDE WEB SERVICES
PERSONALCOMPUTER
ATM
MOBILE/SMART PHONEAPS
MULTI-TOUCH TABLET
BRANCH
TELEPHONE (CALL CENTER)
SOCIAL MEDIA
SMART/ INTERNET TV
CAR NAVIGATOR
GAME CONSOLE
???(YET UNKNOWN)
WEB SERVICESWIDGETS/HTML5
CONTENTTOOLS
Customers Will Adopt New Channels(But Without Giving Up Existing Ones)
YES38%
NO62%
Internet Users
Άλλο
Vodafone
LG
Zte
BlackBerry
Sony Ericsson
HTC
Nokia
Samsung
iPhone
0 20 40 60 80 100
1
1
3
3
3
12
15
18
20
25%
YES49%
NO51%
Web-Banking Users
SMARTPHONEownership by web/e-banking users
THE SMARTPHONE ERA
> MOBILE BANKING WILL REPLACEPC-BANKING FOR INDIVIDUALS
> NEW SMARTPHONE SALES ARE LARGER THAN NEW PC SALES
> PEOPLE SPEND MORE TIME ON MOBILE PHONES THAN ON THE WEB
> THE CLOUD IS ENDING PC’s REIGN AS A DEVICE
THE SMARTPHONE-CENTRIC ACCOUNT
SMART-PHONE
ACCOUNT
PHONEBANKING
ALERT
SMS BANKINGONE-TIME PASSWORD
LOADAIR-TIME
BANKING& TRADING
HELPDESK
BILL PAYMENTSCAN BILL & PAY
CASHWITHDRAWAL
SENDMONEY
LOCATE ATM(AUGMENTED
REALITY)
PAY@SHOP(NFC)
talk
sendtext
touch
talk
sendtext
gettext
gettext
video
touchtouch
video
tap
E-BANKING IN BRANCHES
> Create once / use many times
> Reduce operating expenses / increase productivity
> Utilize existing investments
> Intra-bank transaction migration program
> Enrich functionality of remote banking services
> Ανδ. Αθανασόπουλος: «Λιγότερα αλλά καλύτερα σημεία τραπεζικής εξυπηρέτησης»
PPERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL: Content
PERSONAL: Content
PERSONAL: Navigation
PERSONAL: Presentation
PERSONAL: Presentation
PERSONAL:Cross-channel Campaign Management
BRANC
H
PERSONAL:Cross-channel Campaign Management
CALL
CENTER
EENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
FACT
Our products are not the most exciting discussion subject on the web…
FACT
Scott D. Cock, Founder of Procter & Gamble
“A brand is no longer what we tell the consumers – it is what the consumers tell each other it is.”
FACT
FACT
JAY BAER & AMBER NASLUNDAUTHORS OF THE NOW REVOLUTION
David Spark, Tech Journalist, San Fransisco
“Think of social media as a cocktail party.
You don’t go into the party and go to the middle of the room screaming “BUY MY PRODUCTS!!!”
What works, is that you have some meaningful conversation first. And that’s just how social media
works.”
ENGAGEMENT: WHAT (NOT) TO DO
iTUNES RATINGS
CHANNELS YOUTUBETV CHANNEL
CHANNELS FACEBOOKPAGE (WELCOME TAB)
CHANNELS TWITTER@winbank_tweets
CHANNELS FACEBOOKUSER COMMENTS
…on our social media presence
Proposal for new stuff
…on our services
Negative comment
CHANNELS FACEBOOKUSER COMMENTS…
RREASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING
REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING
REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING REASSURING
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HUMAN ASSISTANCE
> Minimum Speed of Answer
> Service Level
> Knowledge Management
> Customer Satisfaction
> Net Promoter Score
HUMAN ASSISTANCE
SOCIAL ASSISTANCE: twitter
extraPIN generator
AUTOMATIC REASSURANCEEMAIL ALERTS
AUTOMATIC REASSURANCESMS ALERTS
WHAT’S IN IT FOR US
…own 187% more
products! ...execute 84% more monetary transactions
...are 45%more loyal!
...increase product utilization by
214% and new product
acquisition by 143%
web banking users vs. non-users…(averages, 2010)
WE (SHOULD) OUR CUSTOMERS
MISSION : e-POSSIBLE !MISSION :
IMPOSSIBLE ?SOTIRIS SIRMAKEZIS|DEPUTY GENERAL MANAGER | eBUSINESS SECTOR | PIRAEUS BANK
[email protected] | linkedin.com/in/sirmakezis | facebook.com/sirmakezis | twitter.com/sotiris11
eBusiness in Banking
