A little bit about me:

Save this PDF as:
Size: px
Start display at page:

Download "A little bit about me:"

Transcription

1 3/19/2015 BIG DATA, little data, Any Data A little bit about me: Jesse Boyer, CEO 20+ years of credit union experience 3 different credit unions 1st completely digital credit union 2 vendors/suppliers A Canadian, 4 boys and a Great Dane 1

2 Why should you care about what I am going to share What do all of these things have in common? 2

3 What About Us? How are you currently communicating to your members? 3

4 Growth in Digital Device Ownership Source Carlisle & Gallagher; Financial Brand 2015 Channel Preferences 60% to 70% of sales still occurring in the branch 59% of people now own three devices that they regularly use 52% of consumers are doing more mobile banking than two years ago. 55% of Americans access mobile banking 2-3 times a week and 26% accessing mobile banking 4+ times a week Multiple channels to take advantage of online and in the branch 4

5 Focusing on Omni-Channels Consumers expect a seamless, real-time, consistent, and engaging experience in all their banking channels. Preferred Banking Method: Omni Channel 5

6 Mobile phones, tablets and phablets, Oh my! Source:Google Rise of the Phablet (Phone Tablet) Recent upsurge of phablet purchases and usage among all demographic groups. Because iphone 6 Plus & mobile video viewing popularity 46% of U.S. consumers are more likely to conduct mobile banking due to larger devices, such as a phablet. Predicted to have 30% of the market share by 2020 Source: Bain & Company at BAI Retail Delivery 2014 Heavy digital customers are more loyal and hold more products with their FI. Focusing on the future member: Gen Y Today, there are roughly 75 million consumers between the ages of 18 and 34 in the U.S. Millennials are the most educated generation in U.S. history Half of Millennials consider their bank no different than other banks. Because of the 2007 recession, the four biggest bank brands are among the least loved by Millennials. More than 70% of Millennials have used mobile services within the last 12 months vs. only 40% for the remaining adult population. Around 94% of Millennials are active users of online banking. Millennials are technology natives, meaning that they have never experienced a world without social media or smartphones 6

7 Break through the noise How often do Millennials go into their primary financial institutions branch? 56% 17% 16% 11% How Less than do we relate once a month Once a month Once a week to Gen Y Not since opening their account 49% 23% Percent of Millennials that primarily bank on their computer or smartphone. 63% 37% Still bank where they did in college 57% 43% Still bank where their parents do Of those who haven t changed since college: Switched from their college FI Chose a different FI from parents before or after college According to The Banking Habits of Professional Millennials, a Bank Clarity Report 7

8 Consumers Expectations Current Shortcomings Members needs vs. being sold to Lacking Personalization Data overload Tailoring Interactions Using data to: Zero in on members pain points & goals. Understanding preferred channel Give real-time offers, advice The foundation for building members trust comes in the form of relevant data Using Data for Targeted Marketing 8

9 Breaking Members down by Life Stages Older Singles: Term Savers Retired couples: Income Bonds Empty Nesters: Financial Planning Middle-aged families: Mortgages, Pensions Single/Couples, no kids: 1st time buyers, loans Starting out: Young Saver, Account Holder Demographic Shortcomings They don t explain: brand preference product purchasing innovation adoption channel use technology uptake. Members today are: better educated more individualistic more marketing literate more influenced by the convenience of new channels and product offers How the customer saves, spends, and transacts is a much more powerful determinant of future financial product purchase and use patterns than the demographic profile of a customer. -Jim Marous, Financial Brand 9

10 Strategic Segmentation Mass Market Mass Affluent Upper Affluent Geo-demographic Parameters Financial Parameters Profession Marital Status Response to Marketing Access Channel Age Region Personal Preferences Product/Channel Preference Preferred Payment Method Assets Credit Rating Liabilities Financial Potential Assets at another FI Equipment Rate Financial Review Business Owner Behavioristic Attitude Generational Life Stage Profile: Entrepreneur Age: Tendencies: Financial Complexity Profile: Donors Age: Tendencies: Like to give donations Profile: Young family Age: Tendencies: looking for a mortgage Profile: Student Age: Tendencies: Simple transactions Premium Retired General Young Students Marketing Segmentation I pay the bills I m moving I m moving 300 miles away for school Loan Promotion First Home Classes Youth Account Online Banking Mobile App Home Loans Auto Loans Youth Account Youth Account Wealth Management Online Bill Pay Small Business Loans Knowing who to target for a product in a household 10

11 Using data to cross-sell current customers 66% Properly Targeting Engaged Customers 22% The offer could have applied to any customer Fully Engaged Customers Not Fully Engaged 41% 17% The offer was annoying or intrusive 53% 46% Already had product with primary bank Why cross-selling is critical It s cheaper than acquisition It improves retention, dramatically. 1 product members stay for 18 months on average 3 products, 6.8 years It increases wallet share. It broadens your profit base. It s a now opportunity Source: 2013 Gallup U.S. Retail Banking Survey Setting Sales Goals 5 steps to Effective Cross-selling Using your data to set up a realistic sales goals and target segmented groups of members. 1. Know your members 2. Measure what they ve already bought 3. Determine your best cross-sell targets 4. Set realistic goals for each channel 5. Go for gold. 11

12 Strategies to increase sales today 1. Proactively target your member groups 2. Package a limited set of products that are easy to understand and communicate to specific member segments. 3. Utilize multiple points of contact, channels, and whatever other opportunities exist for getting the cross-sell message in front of the member 4. Encourage member referrals and cultivate advocates 5. Be creative especially now. Offer incentives. Emphasizing Cross-Selling Both have 28 million OLB customers & around $82B in yearly revenue. In terms of profits, Bank of America has a 10% operating margin, whereas Wells Fargo tops 40%. That s four times the profitability. Wells Fargo is known for cross selling. Go for Gr8. According to Wells Fargo, 86% of all new customers purchase a package of products On average, banks have no more than 10%-15% of new customers purchasing four or more products. If bundling products, personalize the offering to relate to specific members. 12

13 Using this data to get in front of members Opportunities to use data to cross-sell: ATM message, Call Center/Branches, s Mailings, Electronic Brochures, e-statements DigitalMailer s AdEngine: takes customers info and places ad in OLB, website, mobile app and ATM based on products they need Wells Fargo personalized their ATM experience, customized based on customers previous transactions. They also displays ads on the home screen (makes up 30% of the screen) that applies to that account. Using Alerts to Connect If you have alerts, make sure your members know! Use your data to market specific alert opportunities to members who would value the service. Messaging w/i OLB & Mobile Frontline Staff Ad Campaign Branch & ATM Signage ATM Receipts 13

14 Where do we go from here? Taking what we ve discussed to the next level Issues you may be thinking about The number one tool for over 95% of CUs is the Excel spreadsheet. Excel usual means that CUs spend 80% of their time on report preparation and only 20% on the actual analysis needed for decision-making. Often, CUs will purchase additional modules from their core vendor in the hope of achieving some measure of data integration. There are many vendors with analytic solutions focused on specific areas such as loan portfolio analysis or teller efficiency. End goal is to identify tools to integrate all of the data a credit union needs to generate analytics that are broadly meaningful and relevant. 14

15 How we can use data today Where to start? Keep these key points in mind while marching down the path to big data: Technology will be an important tool for mining the data Consumer behaviors across all channels will provide many clues Team members need a wide variety of skills and talents to make sense of the data Data can reveal new business opportunities, and strategic planning is more powerful with the right insights Small steps toward bigger goals will bring impressive results When approaching the idea of Data, remember Recognize that data is not a technology problem. Rather, it s a business opportunity. Prepare your organization to face the data storm that s a whirlwind of data, technology, skills, business models, and economies. Educate your organization s business leaders around both the value and the how-to of making data-driven, fact-based business decisions. 15

16 So you re inspired NOW WHAT?! Know your members preferences Identify ways to personalize their experience(s) Start with data you already have Approach it in bite-size chunks & identify some smaller steps Assess your readiness to formalize data analytics Take Action! Any Questions? Jesse Boyer 16

Digital Banking More Essential to Consumers Than Ever Before. Insights From the 13th Annual Consumer Trends Survey

Digital Banking More Essential to Consumers Than Ever Before. Insights From the 13th Annual Consumer Trends Survey Digital Banking More Essential to Consumers Than Ever Before Insights From the 13th Annual Consumer Trends Survey Today s consumers are mobile, social and more connected than ever before. They want control

More information

Tapping the $7.5 Trillion Mass Affluent Market MARKETING SERVICES

Tapping the $7.5 Trillion Mass Affluent Market MARKETING SERVICES Tapping the $7.5 Trillion Mass Affluent Market MARKETING SERVICES Mass Affluents are growing in their importance to financial institutions. They ve spent a lifetime working to build successful careers.

More information

The CRM that Defines Innovation. Bill Armistead, Product Sales Specialist CONNECTIONS

The CRM that Defines Innovation. Bill Armistead, Product Sales Specialist CONNECTIONS The CRM that Defines Innovation Bill Armistead, Product Sales Specialist CONNECTIONS The CRM that Defines Innovation What is CONNECTIONS? CRM (Customer Relationship Management) Enterprise-wide, web-based,

More information

MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING. Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank

MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING. Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank Customers are not loyal to the brand They are loyal to the service 2 Factors

More information

Why Business Intelligence is Mission Critical for Winning Against Your Competition. By Stan Cowan Senior Solutions Marketing Manager

Why Business Intelligence is Mission Critical for Winning Against Your Competition. By Stan Cowan Senior Solutions Marketing Manager White Paper Business Intelligence Why Business Intelligence is Mission Critical for Winning Against Your Competition By Stan Cowan Senior Solutions Marketing Manager Why Business Intelligence is Mission

More information

Meeting the Needs of the New Financial Consumer: A Snapshot of Six Customer Segments

Meeting the Needs of the New Financial Consumer: A Snapshot of Six Customer Segments Meeting the Needs of the New Financial Consumer: A Snapshot of Six Customer Segments By First Data and Market Strategies International 2011 First Data Corporation. All trademarks, service marks and trade

More information

Beyond Trust Build lasting relationships and brand loyalty by delivering superior client experiences

Beyond Trust Build lasting relationships and brand loyalty by delivering superior client experiences Beyond Trust Build lasting relationships and brand loyalty by delivering superior client experiences Build lasting relationships and brand loyalty by delivering superior client experiences As the dust

More information

White Paper. Exceeding the Mobile Adoption Benchmark: Effective Strategies for Driving Greater Adoption and Usage

White Paper. Exceeding the Mobile Adoption Benchmark: Effective Strategies for Driving Greater Adoption and Usage White Paper Exceeding the Mobile Adoption Benchmark: Effective Strategies for Driving Greater Adoption and Usage The majority of financial institutions have yet to maximize adoption of mobile banking and

More information

Financial Services. Market Insights, Drivers & Best Practices

Financial Services. Market Insights, Drivers & Best Practices Financial Services Market Insights, Drivers & Best Practices Purpose This guide provides key insights for digital marketing practitioners and executives working in the Financial Services industry. Those

More information

Insurance customer retention and growth

Insurance customer retention and growth IBM Software Group White Paper Insurance Insurance customer retention and growth Leveraging business analytics to retain existing customers and cross-sell and up-sell insurance policies 2 Insurance customer

More information

30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention. JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous

30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention. JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous 30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous #fbforum2014 Onboarding A series of targeted multi-channel communications

More information

Driving shopper engagement through digital technology

Driving shopper engagement through digital technology Driving shopper engagement through digital technology Third annual study of the impact of digital technology on the retail landscape. June 2015 The habits of many retail shoppers are changing. Some key

More information

RetailSuite. The world s leading retail banking solution.

RetailSuite. The world s leading retail banking solution. The world s leading retail banking solution. We are set up now such that our sales agents have the capability and the discretion, within controllable limits, to set the terms and conditions of our products

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

I. Fidelity s communications and education (C&E) programs are intended to engage participants for better decisions and outcomes.

I. Fidelity s communications and education (C&E) programs are intended to engage participants for better decisions and outcomes. ERISA Advisory Council Successful Retirement Plan Communications for Various Population Segments August 27, 2013 Testimony: Tom Ryan, Fidelity Investments Introduction / Opening Statement: Thank you for

More information

Up Your Game: Seven Steps to Budget Planning

Up Your Game: Seven Steps to Budget Planning Up Your Game: Seven Steps to Budget Planning Think of your marketing plan as a roadmap that helps your financial institution navigate objectives, strategies, tactics, costs and projections. Similarly,

More information

Do you want to deliver the ultimate in self-service banking?

Do you want to deliver the ultimate in self-service banking? Do you want to deliver the ultimate in self-service banking? NCR APTRA Self-Service Software The world s leading financial self-service software platform. Experience a new world of interaction Do more

More information

Top 20 takeaways from Million Dollar Pipeline Program

Top 20 takeaways from Million Dollar Pipeline Program Top 20 takeaways from Million Dollar Pipeline Program #1 Motive! Why do you do what you do? Ask yourself, Why did you get into real estate? The one extra degree of effort in business and in life separates

More information

Strategies to Serve Your Small Business Relationships Heather Fraser Vice President, Commercial Sales

Strategies to Serve Your Small Business Relationships Heather Fraser Vice President, Commercial Sales Strategies to Serve Your Small Business Relationships Heather Fraser Vice President, Commercial Sales Today we will cover: Small Business Market Overview Small Business Trends and Concerns Attracting,

More information

The Future of Account Opening

The Future of Account Opening The Future of Account Opening Why Online Applicants Can Be Your Most Profitable Customers Table of Contents o o o o o Executive Summary: The Future of Retail Banking How Many Apply? The Scale of Online

More information

Deploying Insights from Online Banking Analytics in Incremental Innovation

Deploying Insights from Online Banking Analytics in Incremental Innovation Universal Banking Solution System Integration Consulting Business Process Outsourcing The relevance of online analytics to banking In its 2010 report on the state of online banking in the United States,

More information

Prism Analytics for Credit Unions Leverage Sophisticated Technology to Strengthen Member Relationships

Prism Analytics for Credit Unions Leverage Sophisticated Technology to Strengthen Member Relationships Product Prism Analytics for Credit Unions Leverage Sophisticated Technology to Strengthen Member Relationships Get a comprehensive view of your members. Prism Analytics for Credit Unions from Fiserv delivers

More information

There is a future for the bank branches.

There is a future for the bank branches. There is a future for the bank branches. About the research This report is based on the results of a quantitative survey of 700 branch banking customers during the summer of 2008. The aim of this research

More information

FOUR STEPS TO CREATING Actionable Customer Segmentation

FOUR STEPS TO CREATING Actionable Customer Segmentation FOUR STEPS TO CREATING Actionable Customer Segmentation Addressing the CHALLENGES to Segmenting Bank Customers Bank marketers face many challenges in getting the appropriate messages and offers to the

More information

Delivering a Smarter Shopping Experience with Predictive Analytics:

Delivering a Smarter Shopping Experience with Predictive Analytics: IBM Software Business Analytics Retail Delivering a Smarter Shopping Experience with Predictive Analytics: Innovative Retail Strategies Delivering a Smarter Shopping Experience with Predictive Analytics:

More information

CRM CRM. Where s the opportunity show me the market. Experience Objectives Get your Marketing going fresh view CRM, Yada, Yada, Yada INTRO

CRM CRM. Where s the opportunity show me the market. Experience Objectives Get your Marketing going fresh view CRM, Yada, Yada, Yada INTRO Where s the opportunity show me the market INTRO Experience Objectives Get your Marketing going fresh view, Yada, Yada, Yada Nessie 19-day arts competition worth $15.4 million 320,000 visitors to GR in

More information

The Top 10 Optimization Best Practices for Financial Services

The Top 10 Optimization Best Practices for Financial Services ebook: The Top 10 Optimization Best Practices for Financial Services a publication from Introduction Better Engage and Convert Website Visitors Financial services companies are facing a new challenge:

More information

Identifying Your Most Profitable Customers: An Introduction to Customer Segmentation

Identifying Your Most Profitable Customers: An Introduction to Customer Segmentation Identifying Your Most Profitable Customers: An Introduction to Customer Segmentation Segmenting your customers can help you focus your marketing efforts, so you can increase profits and overall customer

More information

The ABCs of CRM. 1003 W. Ninth Avenue, 2nd Floor King of Prussia, PA 19406 T (610) 337-8400 F (610) 337-8490 www.sedonacorp.com

The ABCs of CRM. 1003 W. Ninth Avenue, 2nd Floor King of Prussia, PA 19406 T (610) 337-8400 F (610) 337-8490 www.sedonacorp.com The ABCs of CRM 1003 W. Ninth Avenue, 2nd Floor King of Prussia, PA 19406 T (610) 337-8400 F (610) 337-8490 www.sedonacorp.com The objective of Customer Relationship Management (CRM) boils down to one

More information

HOW ISSUERS CAN GET, KEEP, AND GROW THE OMNICHANNEL CUSTOMER

HOW ISSUERS CAN GET, KEEP, AND GROW THE OMNICHANNEL CUSTOMER HOW ISSUERS CAN GET, KEEP, AND GROW THE OMNICHANNEL CUSTOMER New approaches to direct marketing techniques have become a key component of the acquisition and retention mix BY MARGOT VAUGHAN When it comes

More information

Resetting digital strategy in Australia: Delivering what customers really want

Resetting digital strategy in Australia: Delivering what customers really want Resetting digital strategy in Australia: Delivering what customers really want Digital strategies in Australian financial services By Peter Stumbles and Gary Turner Peter Stumbles is a Sydney-based partner

More information

Sales Mobility for Financial Services INSIGHTS. Softelligence

Sales Mobility for Financial Services INSIGHTS. Softelligence Sales Mobility for Financial Services INSIGHTS TABLE OF CONTENTS Summary Market Trends Mobility Insights Sales Mobility Why? Types of Enterprise Mobile Apps Drivers for Mobile Apps Development Mobility

More information

Analytical CRM solution for Banking industry

Analytical CRM solution for Banking industry Analytical CRM solution for Banking industry Harbinger TechAxes PVT. LTD. 2005 Insights about What are the reasons and freq. for a customer contact? What are my product holding patterns? Which of my are

More information

Deriving Call Data Record Insights through Self Service BI Reporting

Deriving Call Data Record Insights through Self Service BI Reporting Deriving Call Data Record Insights through Self Service BI Reporting The Need for Business Intelligence BI assists corporate managers and decision makers to make relevant, accurate, timely and smart decision

More information

The Impact of Mobile Banking: A Case for Mobile Marketing

The Impact of Mobile Banking: A Case for Mobile Marketing APRIL 2011 Ron Shevlin +1.617.338.6045 rshevlin@aitegroup.com Gwenn Bezard Judith Fishman The Impact of Mobile Banking: A Case for Mobile Marketing Photocopying or electronic distribution of this document

More information

Facing Durbin: Enhancing DDA Value with Check Based Solutions

Facing Durbin: Enhancing DDA Value with Check Based Solutions Facing Durbin: Enhancing DDA Value with Check Based Solutions Conducted by Javelin Strategy & Research September 2011 2011 Javelin Strategy & Research All Rights Reserved I. Overview The economics surrounding

More information

Banking on Business Intelligence (BI)

Banking on Business Intelligence (BI) Banking on Business Intelligence (BI) Building a business case for the Kenyan Banking Sector The new banking environment in Kenya is all about differentiating banking products, increased choices, security

More information

Powering Performance with Customer Intelligence. Are you ready to make Customer Intelligence your performance advantage to outpace the competition?

Powering Performance with Customer Intelligence. Are you ready to make Customer Intelligence your performance advantage to outpace the competition? Powering Performance with Customer Intelligence Are you ready to make Customer Intelligence your performance advantage to outpace the competition? Frequently Asked Questions (FAQs) PNT Marketing Services

More information

CUSTOMER ENGAGEMENT 2014. Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective

CUSTOMER ENGAGEMENT 2014. Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective CUSTOMER ENGAGEMENT 2014 Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective WELCOME TO THE EMPOWERED AGE Welcome to the first in a series of three white papers on Customer

More information

Understanding Big Data with Business Intelligence Tools Analytics Help Leverage Your Massive Amounts of Information

Understanding Big Data with Business Intelligence Tools Analytics Help Leverage Your Massive Amounts of Information Understanding Big Data with Business Intelligence Tools Analytics Help Leverage Your Massive Amounts of Information Big data is a hot topic in a variety of industries these days. Major retailers know how

More information

Mobile Banking Adoption: Where Is the Revenue for Financial Institutions? Understanding the Value of Engaging Consumers in the Mobile Channel

Mobile Banking Adoption: Where Is the Revenue for Financial Institutions? Understanding the Value of Engaging Consumers in the Mobile Channel Mobile Banking Adoption: Where Is the Revenue for Financial Institutions? Understanding the Value of Engaging Consumers in the Mobile Channel It goes without saying that mobile is an important channel

More information

Banking the Unbanked. The Wells Fargo Approach. Susan Rico Senior Vice President Global Correspondent Banking Wells Fargo Bank, N.A.

Banking the Unbanked. The Wells Fargo Approach. Susan Rico Senior Vice President Global Correspondent Banking Wells Fargo Bank, N.A. Banking the Unbanked The Wells Fargo Approach Susan Rico Senior Vice President Global Correspondent Banking Wells Fargo Bank, N.A. March 18, 2009 The Unbanked Market Overview According to Federal Reserve

More information

CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING

CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING 03-03-10 INFORMATION MANAGEMENT: STRATEGY, SYSTEMS, AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING Duane E. Sharp INSIDE The CRM Solution; Customer Feedback; Defining the Customer;

More information

Division Strategy: Retail Banking Services by Hugh Harley

Division Strategy: Retail Banking Services by Hugh Harley Division Strategy: Retail Banking Services by Hugh Harley Title Slide: Strategy Briefing In August David outlined the new corporate strategy and new vision for the Group built around 'service, efficiency

More information

WHITEPAPER. Analytics in CRM. Insights to Action

WHITEPAPER. Analytics in CRM. Insights to Action WHITEPAPER Analytics in CRM Insights to Action CONTENT 1. INTRODUCTION 1.1 Abstract 1.2 Purpose 1.4 Methodology 2. EXPECTATIONS AND CHALLENGES 2.1 Customer expectations 2.2 Customer Insights 2.3 Opportunities

More information

Product. Mobiliti Edge TM Accelerate Your Mobile Offering With a Future-Proof, Affordable Solution

Product. Mobiliti Edge TM Accelerate Your Mobile Offering With a Future-Proof, Affordable Solution Product Mobiliti Edge TM Accelerate Your Mobile Offering With a Future-Proof, Affordable Solution Product Deliver the full range of mobile financial services today s consumers demand quickly, securely

More information

Creating a Digital Marketing Strategy

Creating a Digital Marketing Strategy Creating a Digital Marketing Strategy Digital Natives Disrupt, Transform and Drive By 2020, 40% of U.S. population will be Digital Natives and will account for 39% of the nation s personal income Thomas

More information

Novantas U.S. Multi-Channel Customer Research 2012

Novantas U.S. Multi-Channel Customer Research 2012 Novantas U.S. Multi-Channel Customer Research 2012 The Rise of the Virtually Domiciled RESEARCH Inside: 3 4 7 10 12 14 15 Executive Summary Customers continue to move away from the branch for everyday

More information

Customer Segmentation: The Most Powerful Marketing Tool

Customer Segmentation: The Most Powerful Marketing Tool Customer Segmentation: The Most Powerful Marketing Tool Perhaps the most powerful and underused marketing tool available to media, cable and telecommunications companies today is segmentation: the ability

More information

Realizing CRM Success

Realizing CRM Success Realizing CRM Success An Exclusive CRM Position Paper for RFG Clients January 2005 2005 Raddon Financial Group, Inc. 701 East 22nd St., Suite 400 Lombard, IL 60148 p. 800-827-3500 f. 630-792-8700 www.raddon.com

More information

At a recent industry conference, global

At a recent industry conference, global Harnessing Big Data to Improve Customer Service By Marty Tibbitts The goal is to apply analytics methods that move beyond customer satisfaction to nurturing customer loyalty by more deeply understanding

More information

Omnichannel Strategy Adoption At Tipping Point, Marketers Share Action Plans

Omnichannel Strategy Adoption At Tipping Point, Marketers Share Action Plans Omnichannel Strategy Adoption At Tipping Point, Marketers Share Action Plans By Karlene Lukovitz Industry Report by Exclusive Sponsor Introduction Marketers are keenly aware of the tremendous potential

More information

Banking On A Customer-Centric Approach To Data

Banking On A Customer-Centric Approach To Data Banking On A Customer-Centric Approach To Data Putting Content into Context to Enhance Customer Lifetime Value No matter which company they interact with, consumers today have far greater expectations

More information

fmswhitepaper Strategies to Increase Fee Revenue By Achim Griesel Senior Executive Vice President, Haberfeld Associates

fmswhitepaper Strategies to Increase Fee Revenue By Achim Griesel Senior Executive Vice President, Haberfeld Associates fmswhitepaper Strategies to Increase Fee Revenue By Achim Griesel Senior Executive Vice President, Haberfeld Associates Unique Insights Implementation Guidance Strategic and Tactical Direction Immediately

More information

Kitsap Credit Union Membership

Kitsap Credit Union Membership Membership Benefits Kitsap Credit Union Membership Kitsap Credit Union is your local, not for profit financial co-op. As a co-op, we work towards the best interest of our members. Since 1934 we ve been

More information

The Race for Next-Generation Assets: Can Banks Maintain Their Lead? July 2012

The Race for Next-Generation Assets: Can Banks Maintain Their Lead? July 2012 The Race for Next-Generation Assets: Can Banks Maintain Their Lead? July 2012 2012 Scivantage. All rights reserved. Reproduction of this report by any means is strictly prohibited. AN AITE GROUP REPORT

More information

A simple yet advanced toolkit enabling you to communicate in new ways with patients and the public.

A simple yet advanced toolkit enabling you to communicate in new ways with patients and the public. Full with Mobile Apps Integrated Customer Relationship Management System A simple yet advanced toolkit enabling you to communicate in new ways with patients and the public. Branded for your organisation,

More information

Gr. 6-12 English Language arts Standards, Literacy in History/Social Studies and Technical Studies

Gr. 6-12 English Language arts Standards, Literacy in History/Social Studies and Technical Studies Focus on Finance Lesson Description Concepts Objectives Students are introduced to the importance of financial services through the Banking for Safety online video. They read information about services

More information

Household Trends in U.S. Life Insurance Ownership

Household Trends in U.S. Life Insurance Ownership Household Trends in U.S. Life Insurance Ownership Full Report Cheryl D. Retzloff, LLIF, ACS Markets Research 860-285-7738 cretzloff@limra.com Maximize the Value of LIMRA Research The value of LIMRA research

More information

Developing Catastrophe and Weather Risk Markets in Southeast Europe: From Concept to Reality

Developing Catastrophe and Weather Risk Markets in Southeast Europe: From Concept to Reality First Regional Europa Re Conference Developing Catastrophe and Weather Risk Markets in Southeast Europe: From Concept to Reality 12-14 October 2011 Ohrid, FYR of Macedonia Exploring alternative product

More information

OUR BUSINESS IS GROWING YOUR BUSINESS.

OUR BUSINESS IS GROWING YOUR BUSINESS. harlandclarke.com Institution size, assets, campaign results and statistics based on client earnings data. Many variables impact marketing campaign success. Information from earnings on percentage increases

More information

Managing all your customer interactions Ambit CustomerConnect

Managing all your customer interactions Ambit CustomerConnect RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution

More information

Data Ownership Overview: Using omni-channel data to connect one-on-one with customers

Data Ownership Overview: Using omni-channel data to connect one-on-one with customers : Using omni-channel data to connect one-on-one with customers Purpose This overview of data ownership provides key insights for marketing practitioners and executives. Those serving and interacting with

More information

ANALYTIC KEYS TO SME CROSS-SELL

ANALYTIC KEYS TO SME CROSS-SELL As seen in the ANALYTIC KEYS TO SME CROSS-SELL BY TONY CORETTO By improving data, analytics and multi-channel targeting, banks can digitally identify and pursue opportunities that otherwise could not be

More information

Predictive Analytics for Life Insurance: How Data and Advanced Analytics are Changing the Business of Life Insurance Seminar May 23, 2012

Predictive Analytics for Life Insurance: How Data and Advanced Analytics are Changing the Business of Life Insurance Seminar May 23, 2012 Predictive Analytics for Life Insurance: How Data and Advanced Analytics are Changing the Business of Life Insurance Seminar May 23, 2012 Session 4 Marketing Presenters Lindsay R. Resnick Mitchell R. Katcher,

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

Small business banking Credit union consultants

Small business banking Credit union consultants Small business banking Credit union consultants Abound Resources, Inc. www.aboundresources.com 1 Abound Resources, Inc. www.aboundresources.com 2 Our purpose is to empower credit unions to achieve their

More information

Strategies and Tactics to Improve Deposit Growth

Strategies and Tactics to Improve Deposit Growth Strategies and Tactics to Improve Deposit Growth Margaret Kane President and CEO Kane Bank Services 488 Hopkins Road Sacramento, CA 95864 916-488-0660 www.kanebankservices.com mkane@kanebankservices.com

More information

OPTIMIZING THE CUSTOMER JOURNEY USING OMNI-CHANNEL MARKETING By Novantas

OPTIMIZING THE CUSTOMER JOURNEY USING OMNI-CHANNEL MARKETING By Novantas BankersHub.com May 2014 Newsletter Page - 1 OPTIMIZING THE CUSTOMER JOURNEY USING OMNI-CHANNEL MARKETING By Novantas The Omni-Channel Customer Newsletter Article May, 2014 ABOUT NOVANTAS Novantas, Inc.

More information

Serving the Mass Affluent Customer Collaborating with Your Retail Banking Partners to Increase Penetration and Cross-Sell Moderator: Bill

Serving the Mass Affluent Customer Collaborating with Your Retail Banking Partners to Increase Penetration and Cross-Sell Moderator: Bill Serving the Mass Affluent Customer Collaborating with Your Retail Banking Partners to Increase Penetration and Cross-Sell Moderator: Bill Hippensteel, BAI Panelists: Bruce Hagemann Patrick Scotto di Luzio

More information

Connecting the Dots on the Omnichannel Customer Journey

Connecting the Dots on the Omnichannel Customer Journey A new e-book from TeleTech for sales, marketing, and customer care leaders. Connecting the Dots on the Omnichannel Customer Journey Everybody s talking about omnichannel these days. But what is omnichannel

More information

One Size Doesn t Fit All: How a Segmentation Approach Can Help Guide CE Product Strategy

One Size Doesn t Fit All: How a Segmentation Approach Can Help Guide CE Product Strategy One Size Doesn t Fit All: How a Segmentation Approach Can Help Guide CE Product Strategy Presenters Joe Bates Director of Research Gina Woodall Vice President More than 2,100 members Top 20 Trade Association

More information

Digital Marketing Budgets Increase, Reflecting Focus on Customer Experience

Digital Marketing Budgets Increase, Reflecting Focus on Customer Experience G00255396 Digital Marketing Budgets Increase, Reflecting Focus on Customer Experience Published: 9 January 2014 Analyst(s): Laura McLellan Gartner's Digital Marketing Spending Survey shows that digital

More information

Creating Customer and Company Value through CRM. Richard Staelin Edward & Rose Donnell Professor of Business Administration Duke University

Creating Customer and Company Value through CRM. Richard Staelin Edward & Rose Donnell Professor of Business Administration Duke University Creating Customer and Company Value through CRM Richard Staelin Edward & Rose Donnell Professor of Business Administration Duke University What is CRM? Strategic CRM Operational CRM Analytical CRM 2 Core

More information

Taking on Big Data in Li-le Steps September 24, 2015. Jason Milesko jmilesko@gmail.com

Taking on Big Data in Li-le Steps September 24, 2015. Jason Milesko jmilesko@gmail.com Taking on Big Data in Li-le Steps September 24, 2015 Jason Milesko jmilesko@gmail.com Today s Goals 1. Be-er understand what is Big Data 2. Discuss how credit unions stack up 3. Start thinking about ways

More information

MORTGAGE CONSUMER SURVEY

MORTGAGE CONSUMER SURVEY CONSUMER SURVEY Everything you need to open new doors 2014 CONSUMER SURVEY RESULTS 2014 CONSUMER SURVEY - QUICK FACTS In March and April 2014, CMHC completed an online survey of 3,584 recent, all prime

More information

PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION

PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION A m a r t y a B h a t t a c h a r j y a & S u n e e l G r o v e r P r i n c i p a l S o l u t i o n A r c h i t

More information

Identifying And Enabling Opportunities For Sustainable Growth. Barbara Mason Executive Vice-President, Marketing, Sales & Service

Identifying And Enabling Opportunities For Sustainable Growth. Barbara Mason Executive Vice-President, Marketing, Sales & Service Identifying And Enabling Opportunities For Sustainable Growth Barbara Mason Executive Vice-President, Marketing, Sales & Service Agenda Marketing supporting the growth objective The emerging affluent segment

More information

Consumer Bill Payments Shifts & Strategies

Consumer Bill Payments Shifts & Strategies Consumer Bill Payments Shifts & Strategies Jim Gilligan, CTP, FP&A Assistant Treasurer, Great Plains Energy Incorporated Kansas City Power & Light Company Kellie Thomas VP, Product Management, Wells Fargo

More information

Bank Advisors: Strategies to Help Prepare for the Coming Investor Opportunities

Bank Advisors: Strategies to Help Prepare for the Coming Investor Opportunities Bank Advisors: Strategies to Help Prepare for the Coming Investor Opportunities Financial advisors face a range of opportunities as a result of factors like changing investor demographics and preferences,

More information

Leveraging Big Social Data

Leveraging Big Social Data Leveraging Big Social Data Leveraging Big Social Data New ways of processing and analyzing Big Data have led to innovations across many industries from software that can diagnose Parkinson s to earthquake

More information

A CREDIT CARD PROGRAM CAN BE A CREDIT UNION S HIGHEST-EARNING ASSET

A CREDIT CARD PROGRAM CAN BE A CREDIT UNION S HIGHEST-EARNING ASSET CSCU s payments solutions are tailored to what matters serving your members. A CREDIT CARD PROGRAM CAN BE A CREDIT UNION S HIGHEST-EARNING ASSET A Research Brief by: A Credit Card Program Can Be a Credit

More information

Million Dollar Pipeline Program Workbook

Million Dollar Pipeline Program Workbook Million Dollar Pipeline Program Workbook Welcome to the Million Dollar Pipeline Program! Thank you for participating in the Million Dollar Pipeline Program training, live workshops, and resources designed

More information

Programmatic Transparency is a Two-Way Street

Programmatic Transparency is a Two-Way Street AAM s 2016 Guide to Media Transparency: How Increasing Trust Helps Clear the Industry s Hurdles Part 2 Programmatic Transparency is a Two-Way Street For AAM s 2016 Guide to Media Transparency, we talked

More information

How Financial Institutions Can Build Customer Relationships for Long-Term Success

How Financial Institutions Can Build Customer Relationships for Long-Term Success How Financial Institutions Can Build Customer Relationships for Long-Term Success By First Data and Market Strategies International 2011 First Data Corporation. All trademarks, service marks and trade

More information

Q1 Podcast: IBM Exceptional Web Experience

Q1 Podcast: IBM Exceptional Web Experience Q1 Podcast: IBM Exceptional Web Experience Moderator: Beth McElroy, Worldwide Marketing Manager for IBM Collaboration Solutions Speaker: Gary Dolsen, Director of Exceptional Web Experience Software Hello

More information

WE HEAR YOU. Delivering an amazing customer experience. A retail banker s guide

WE HEAR YOU. Delivering an amazing customer experience. A retail banker s guide WE HEAR YOU Delivering an amazing customer experience A retail banker s guide Today, bank customers are demanding much more than just good service. Banks must understand their customers and provide them

More information

MANAGING EVOLVING CUSTOMER EXPECTATIONS. Chinmaya Joshi Pre Sales Manager, Retail Banking. Break through.

MANAGING EVOLVING CUSTOMER EXPECTATIONS. Chinmaya Joshi Pre Sales Manager, Retail Banking. Break through. MANAGING EVOLVING CUSTOMER EXPECTATIONS Chinmaya Joshi Pre Sales Manager, Retail Banking Break through. Table of contents 01 Operational Customer Management 02 Bank Readiness Report 03 04 How SunGard Can

More information

Straight Talk from the Next Generation of Credit Card Customers

Straight Talk from the Next Generation of Credit Card Customers Straight Talk from the Next Generation of Credit Card Customers What Millennials want, don t want and the number one reason they ll pick your card over others In the financial services industry, the numbers

More information

Best practice customer acquisition strategies

Best practice customer acquisition strategies Best practice customer acquisition strategies www.decisioningvision.com Introduction The acquisition of customers is vital in order for organisations to grow their business, but organisations must ensure

More information

BrightRoll Insights: Mobile Video Advertising Strengthens TV Media Investments

BrightRoll Insights: Mobile Video Advertising Strengthens TV Media Investments BrightRoll Insights: Mobile Video Advertising Strengthens TV Media Investments Executive Summary While TV remains a trusted mass market media with the broadest reach, video consumption on mobile devices

More information

The Business Case for PFM Services

The Business Case for PFM Services The Business Case for PFM Services Introduction Analysts across the financial services industry from Gartner, Javelin and Aite to Forrester, Tower, Celent and Swimming Upstream have sounded the call for

More information

CASRO 2011 - Chicago. Winning with Data: How a Data-Driven CMO can Empower Today s CEO. Chris Moloney Senior Vice President & Chief Marketing Officer

CASRO 2011 - Chicago. Winning with Data: How a Data-Driven CMO can Empower Today s CEO. Chris Moloney Senior Vice President & Chief Marketing Officer CASRO 2011 - Chicago Winning with Data: How a Data-Driven CMO can Empower Today s CEO Chris Moloney Senior Vice President & Chief Marketing Officer May 16, 2011 Who is Wells Fargo? Founded in 1852 by Henry

More information

Content creation remains important as ever. Lead generation is still important, but lead nurturing is growing

Content creation remains important as ever. Lead generation is still important, but lead nurturing is growing Introduction As consumers flock to the internet, the marketing industry continues to evolve and expand. As this happens, traditional models of marketing begin to lose efficiency and new types of marketing

More information

Go big and get smart: Boosting your digital marketing effectiveness

Go big and get smart: Boosting your digital marketing effectiveness Go big and get smart: Boosting your digital marketing effectiveness Experimental design gives marketers the power to dramatically improve the performance of their digital marketing campaigns. By John Senior,

More information

Spotlight on Mobile s Impact on Loyalty

Spotlight on Mobile s Impact on Loyalty Spotlight on Mobile s Impact on Loyalty Introduction Going mobile means never standing still. That s especially true for credit unions committed to retaining the business of members looking to manage more

More information

Mobile Banking Marketing Strategy

Mobile Banking Marketing Strategy Mobile Banking Marketing Strategy Presented by January 24, 2012 1 We ll look at Marketplace Analysis & Potential Best Practices Marketing Campaigns Customer Care & Education Killer App What s next? 2 Got

More information

WHITE PAPER. Digital Touch Points. Reaching your audience on all four screens. Randy Palubiak. Sponsored by Hughes Network Systems, LLC

WHITE PAPER. Digital Touch Points. Reaching your audience on all four screens. Randy Palubiak. Sponsored by Hughes Network Systems, LLC WHITE PAPER Reaching your audience on all four screens Randy Palubiak Sponsored by Network Systems, LLC Introduction A Digital Touch Point is the reaching of an individual through a digital media device

More information

Introduction. ¹The rise of the digital bank, McKinsey & Company, (July 2014)

Introduction. ¹The rise of the digital bank, McKinsey & Company, (July 2014) Content Introduction 4 Delivering Data-Driven Unique Experiences 6 Peer Validation and Reassurance 8 Localized Targeting 10 Form Optimization 12 Identification of Visitors with High Lifetime Value 14 Omnichannel

More information