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Digital evolution final draft

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Digital evolution final draft

  1. 1. Confidential Digital Evolution Adriana Young and Neville Simpson
  2. 2. 2Confidential Why Digital? • https://youtu.be/i0FYkGpVpdQ “Margins in our industry have dropped due to low interest rates over the last 7 years since the great recession. It is clear that competitors have responded with a renewed and aggressive focus on efficiency. This efficiency focus allows them to maintain earnings and more importantly invest in their business.” “We are competing in one of the most dynamic and exciting periods of change in the economic history of the world. Our digital first strategy is meant to position us as a leader in this new age. I continue to believe that no company can Change Banking for Good like we can.” Does this Sound Familiar to any one???
  3. 3. 3Confidential We know why it’s important to the company… How is it important us? • KPI -BMW - Directly ties into our digital evolution -Weighted Sales -Engagement -Net Relationship Growth -SERP --By us getting on Board it drives 100% of how we get rated. We can’t afford to not have our teams 100% committed to going digital And on a side note make it fun…….
  4. 4. 4Confidential Product presentation: What do it sound like? How can we leverage the IPad’s to help with sales? “Based on the information you shared with me, this is how we will help you today” “We are going to set you up with ……….” “While I go get your account number, I’m going to leave the iPad with you, so you can see all our great services and products……”
  5. 5. 5Confidential Role-Play
  6. 6. 6Confidential How can we leverage digital first to help service our clients? • Check Reorder • Stop Check Payment• Order Statement • Order a Check Copy • Check Deposit• Transfer Money • Cash Withdrawal • Cash Deposit • Dispute Transactions “Great! I can help you with that, let’s log into your online banking” “Great! I can help you with that, let me show you how easy our ATM is”
  7. 7. 7Confidential Handling Objections - I came in here because I want to see you - Are you going to lose your job? - So you don’t want me coming into the branch any more? - I don’t trust the internet You can always stop by and say hello, we love to see you in the branch. We also know many of our customer want options when it comes to their banking needs. We want to ensure you know how to bank with us more than one way. We will always need people here to help our customers. We are always training our associates to be experts in various areas to provide you with the advice and guidance you deserve. While we love having our customers visit us at the branch, we also want to make it convenient for you to do your banking. We want to provide options to our customers so that they can choose how and when they bank. Many of our customers have shared some of your concerns, lets review some of the ways you can protect yourself from fraud and identity theft.
  8. 8. 8Confidential Final Thoughts https://youtu.be/RndG23-Vu-k Wake up
  9. 9. 9Confidential Questions and Comments