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2.0 Challenges For Retail Banks

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Bouwe Kuik
Bouwe Kuik

Are reatil banks ready capitalize on the opportunites of web 2.0?

Economy & FinanceBusiness
1 of 19
Enhancing Customer engagement through internet Are retail banks facing up to the challenges put by web 2.0? Woerden, April 2009
Content ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Interactivity & wizzards /
The interaction between bank and client has totally been reshaped by the Internet ,[object Object],[object Object],Interactivity & wizzards / @
The first Internet wave has boosted efficiency (and convenience) but reduced intimacy ,[object Object],[object Object],Interactivity & wizzards /
The challenge in the second wave is to regain the lost client intimacy Interactivity & wizzards / Time Revenue & Profitability 1-st generation 2005 2000 1995 2010 Transaction oriented ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],2-nd generation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Relation oriented
Drivers for successful engagement strategies Interactivity & wizzards / Focus specific topics and target groups Stickiness & usability Facilitate cross channel support (call center, branch office)
Retail bank’s engagement strategies focusses on Personal Finance & ‘personal’ institutional communication Interactivity & wizzards / Personal Finance Corporate communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Personal Finance: Banks need to move from managing funds to managing (realization of) clients’ financial needs ,[object Object],[object Object],Interactivity & wizzards / ,[object Object],[object Object],[object Object]
Corporate communication: Banks need to regain trust from society en regulators ,[object Object],[object Object],[object Object],Interactivity & wizzards / ,[object Object],[object Object]
Some examples to inspire you Interactivity & wizzards /
Figlo: facilitating financial planning Interactivity & wizzards / http://www.youtube.com/watch?v=UvOAIntlBnc
SNS Bank: What’s your savingplan? Simple 3 step wizard supports product selection Interactivity & wizzards /
Qash.nl , facilitating peer to peer comparison of spending profile Interactivity & wizzards / ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Wesabe : Peer to Peer advisory for people with debt issue's Interactivity & wizzards / Explanation ,[object Object],[object Object],[object Object],[object Object],[object Object],Score ,[object Object],[object Object],[object Object],[object Object]
Umpqua Bank , bank like you live Interactivity & wizzards / http://www.umpquabank.com/
Rabobank ‘cooperative dividend’ engaging local community through supporting local initiatives Interactivity & wizzards /
ING Direct: wethesavers.com Interactivity & wizzards /
More information? Interactivity & wizzards / IG&H Consulting & Interim | market driven, operation wise Bouwe Kuik Senior Manager Financial Services Vijzelmolenlaan 10-18, Postbus 572 3440 AN  WOERDEN The Netherlands M +31 (0)6 46278 477 T +31 (0)348 496 300 F +31 (0)348 496 393 I www.igh.nl E [email_address]
Enhancing Customer engagement through internet Are retail banks facing up to the challenges put by web 2.0? Woerden, April 2009

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2.0 Challenges For Retail Banks

  • 1. Enhancing Customer engagement through internet Are retail banks facing up to the challenges put by web 2.0? Woerden, April 2009
  • 2.
  • 3.
  • 4.
  • 5.
  • 6. Drivers for successful engagement strategies Interactivity & wizzards / Focus specific topics and target groups Stickiness & usability Facilitate cross channel support (call center, branch office)
  • 7.
  • 8.
  • 9.
  • 10. Some examples to inspire you Interactivity & wizzards /
  • 11. Figlo: facilitating financial planning Interactivity & wizzards / http://www.youtube.com/watch?v=UvOAIntlBnc
  • 12. SNS Bank: What’s your savingplan? Simple 3 step wizard supports product selection Interactivity & wizzards /
  • 13.
  • 14.
  • 15. Umpqua Bank , bank like you live Interactivity & wizzards / http://www.umpquabank.com/
  • 16. Rabobank ‘cooperative dividend’ engaging local community through supporting local initiatives Interactivity & wizzards /
  • 17. ING Direct: wethesavers.com Interactivity & wizzards /
  • 18. More information? Interactivity & wizzards / IG&H Consulting & Interim | market driven, operation wise Bouwe Kuik Senior Manager Financial Services Vijzelmolenlaan 10-18, Postbus 572 3440 AN  WOERDEN The Netherlands M +31 (0)6 46278 477 T +31 (0)348 496 300 F +31 (0)348 496 393 I www.igh.nl E [email_address]
  • 19. Enhancing Customer engagement through internet Are retail banks facing up to the challenges put by web 2.0? Woerden, April 2009

Editor's Notes

  1. © IG&H Management Consultants B.V. My name is Bouwe Kuik I have prepared a presentation on the topic of interactivity and wizards If you have any questions, I suggest you save them up for the discussion