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What do North American Customers Want from Their Bank? Banking on Value: Rewards, Robo-Advice and Relevance

What do North American Customers Want from Their Bank? Banking on Value: Rewards, Robo-Advice and Relevance

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Four key findings emerged showing banks must provide value, strengthen customer relationships and deliver superior customer service to consumers or risk losing them. Read more about these campaign findings here: http://bit.ly/22OTjjn.

Four key findings emerged showing banks must provide value, strengthen customer relationships and deliver superior customer service to consumers or risk losing them. Read more about these campaign findings here: http://bit.ly/22OTjjn.

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What do North American Customers Want from Their Bank? Banking on Value: Rewards, Robo-Advice and Relevance

  1. 1. Banking on Value Rewards, Robo-Advice and Relevance 2016 North America Consumer Digital Banking Survey
  2. 2. 2Copyright © 2016 Accenture All rights reserved. What do North American customers want from their bank? We asked them. Accenture surveyed over 4,000 consumers in North America to understand their attitudes about banking today and what their expectations are in the future.
  3. 3. 3Copyright © 2016 Accenture All rights reserved. VALUE IS HOT Four key findings emerged showing banks must provide value, strengthen customer relationships and deliver superior customer service to consumers or risk losing them. SWITCHING IS ON THE RISE ROBO-ADVICE IS WELCOME BRANCH INTEREST IS UP
  4. 4. 4Copyright © 2016 Accenture All rights reserved. KEY FINDING 1 Value is hot Consumers want deals and discounts and are willing to exchange data for convenience and relevance. DEALS & DISCOUNTS ADDED CONVENIENCE RELEVANT RECOMMENDATIONS want their banks to locate discounts on purchases of interest want a simplified home buying process want product/service recommendations and will share personal data to get it 45% 41% 63%
  5. 5. 5Copyright © 2016 Accenture All rights reserved. KEY FINDING 2 Switching is on the rise Consumers expressed readiness to switch banks if they don’t get the experience they expect. NOT AN OBSTACLE NO STRINGS ATTACHED BIGGEST WINNERS of consumers switched banks view their banking relationship as transactional, not advice-based combined net gain of customers by virtual banks and payment providers 11% 79% 14%
  6. 6. 6Copyright © 2016 Accenture All rights reserved. KEY FINDING 3 Robo-advice is welcome Consumer intrigue with use of automation and digital banking represent opportunities for banks. BANKING RETIREMENT INVESTMENTS are willing to bank using robo-advice want advice on planning for retirement want investment advice 46% 69% 79%
  7. 7. 7Copyright © 2016 Accenture All rights reserved. KEY FINDING 4 Branch interest is up Consumers expressed renewed interest in the branch where they can connect with human advisors. THE FUTURE MILLENNIALS CONVENIENCE anticipate using branches in the future of the 18-34 age group anticipate using bank branches in the future who use the branch prefer “full service branches” 87% 86% 61%
  8. 8. 8Copyright © 2016 Accenture All rights reserved. WIN THE DATA GAME Banks must refine data collection to preserve customers’ data privacy. Combine digital trust with predictive analytics to deliver value for customers. BE RELENTLESS ABOUT CUSTOMER SERVICE From business strategy to day-to-day culture, superior customer service must be consistent and continually refined based on customer feedback. REINVENT LOYALTY Leverage digital marketing platforms to capture customers’ implicit and explicit intent so banks can connect in ways that matter. EXPLORE NEW ROLES Banks can provide more value to customers by becoming a go-to resource for how they live and work, rather than being a pure financial utility. MASTER “PHYGITAL” EXPERIENCES Developing banking channels in isolation from one another is risky. Customers want seamless “phygital” experiences that blend physical and digital. Delivering new value starts now To provide new value, retail banks must do things differently and do different things. Five key strategies:
  9. 9. 16-1278U For more information Read the complete survey results at: www.accenture.com/consumerbankingsurvey Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Follow us on Twitter @BankingInsights #NABankStudy About Accenture Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

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