Great customer expectations

Size: px
Start display at page:

Download "Great customer expectations"

Transcription

1 Great customer expectations Joining the dots between loyalty and customer experience

2 Introduction Ever since we ve had goods to exchange, we ve needed financial services to store our assets and offer loans. The financial services sector has undergone countless transformations, most recently with the advent of online and mobile access for customers. But throughout, one thing has remained constant: customer loyalty has been seen as incidental, an added extra that s not been a top priority. However, with financial services providers under increasing pressure from new competitors, greater consumerisation and increased regulation post the global crash of , loyalty should now be higher up the agenda. In the UK for example, the FCA is putting extra pressure on providers to promote ease of switching whereas in Asia, McKinsey&Company state in their Customer first: New Expectations for Asia s retail banks report that Asian customers are shopping around and splitting their wallets more than ever before. Your customers expect you to treat them with the reverence their money deserves it s what future retention and acquisition depends upon. Just look at how many customers Spanish financial services provider Santander has acquired in the UK through their innovative 123 account which makes customer rewards a primary focus. Despite this change in behaviour, some financial services providers still perceive their loyalty programmes as separate from their overall brand offer, when in fact, loyalty and rewards should be the cornerstone of their customer relationships. To go one step further, the reward experience should be inherent to your brand; one that truly resonates with your overall brand values and customer experience strategy. CONTENTS Introduction 2 Great customer expectations 3 Whats driving a more joined up experience? Building on the banking recovery 4 Cashing in on technology 5 Helping you to join the customer experience dots 7 GREAT CUSTOMER EXPECTATIONS 2

3 Great customer expectations Globally there are many factors that can impact upon your relationship and experiences with financial services providers, but heightened customer expectations and access to information through the increased adoption of digital devices is a common thread. Consumers are increasingly knowledgeable in their financial decisions and what businesses should deliver back in terms of loyalty. Your customers are continually assessing the value the What s in it for me? factor. In short, your loyalty programme needs to outpace their expectations. This is often easier said than done of course, especially when profitability and return on investment (ROI) are high on the agenda. But remember: a mind-set driven purely by short-term profitability will likely reduce differentiation and perceived value. And this, in turn, opens up the risk of customer relationships slipping out of your hands, and into the hands of competitors. With new entrants from non-banking industries now appearing on the global financial services map - who offer more integrated customer journeys complete with greater digital offerings the pressure is really on for financial services providers to get loyalty programmes right. MORE BRANDS MORE CHOICE MORE REWARD EASY TO USE GREAT CUSTOMER EXPECTATIONS 3

4 Whats driving a more joined up experience? Before you can fully synchronise your loyalty programme with your brand experience, it s worth understanding the catalysts behind the drive for integration. Building on the banking recovery Following the financial crisis of , there has been vast regulatory change in the financial services industry, across all corners of the globe. Subsequently, revenues have taken a hit as banks have focused on cultural and structural change to deal with these challenges. The pressure is now mounting for the sector to make a push for growth and customer experience should be at the fore. Even in Asia where the crisis was considered to have much less of a negative impact, Mckinsey&Company reported in their same report ( Customer first: New Expectations for Asia s retail banks ) a much more sceptical borrower. The 2014 World Retail Banking Report produced by Capgemini and Efma puts further spotlight on the requirement of financial services brands to think about loyalty programmes as part of their overall brand proposition. Their 2014 global Customer Experience Index shows an overall decline in positive customer experience in comparison with 2013 this was the case in every region with the exception of Latin America. This is a significant finding based on the fact they also report customers who have positive experiences are three times more likely to stay with their bank than those who have negative experiences. Similarly, customers with positive experiences are also three to five times more likely to refer others and purchase additional products. So, are established banks nimble enough to connect with consumers in this volatile environment? To attract and retain these new customers, a more tailored and integrated offer is key. GREAT CUSTOMER EXPECTATIONS 4

5 Cashing in on technology Technology is transforming the way we interact with banks. In fact, customers no longer need to enter a physical bank to get everything they need from you. Online and telephone banking is now the norm, with social media providing a constant stream of two-way communication. Of the 17,000 respondents interviewed in The 2014 World Retail Banking Report by Capgemini and Efma, 89% of respondents said they have a social media account. Nearly one third of banks (32%) say they offer collaborative functionality on their sites and 51% said they plan to do so. It s undoubtedly a huge opportunity. Keeping this in mind, it makes no sense that reward programmes are still viewed as a bolt-on to the banking experience. A truly seamless customer experience shouldn t end with a transaction. In fact, the time between a customers great experience and their next interaction for example, after a successful mortgage application is a prime opportunity to extend the conversation and build on initial goodwill. Perhaps more brands should follow the example of DenizBank in Turkey, who became the first to open what they term a Facebook branch allowing customers to access their account, switch money and apply for credit cards and other financial products. An innovative and bold step in the face of two popular financial services concerns regarding social media - privacy and technological integration. GREAT CUSTOMER EXPECTATIONS 5

6 With timely interaction so critical to customer engagement, the power of mobile simply cannot be overlooked. Mobile is now an organic extension of banking. As consumers increasingly use smartphones for financial transactions (over half of smartphone users do so according to Board of Governors of the Federal Reserve System), it s important that reward programmes form part of this seamless mobile experience retaining loyalty by tapping into the anytime, anywhere nature of mobile. In fact, it s a logical step, as our own research below shows us that in all regions across the globe, online redemption of accrued points and miles is the majority preference for reward programme members. Online accessibility should definitely be at the front of loyalty marketers and programme managers thinking. How do you prefer to redeem your accrued points/miles? (weighted scores by preference) Online Telephone Instore UK North America Europe APAC Middle East & Africa *Priority Pass (A Collinson Group Company) research, July 2013 You need to be where your customers are, and give them what they want. Use technology to create an intuitive seamless customer experience, one that you d expect to experience from a leading retail or travel brand. GREAT CUSTOMER EXPECTATIONS 6

7 Helping you to join the customer experience dots We ve put together four key pointers for you to consider when reviewing how connected your reward programme is with your overall brand experience. And for those providers who don t already have a loyalty programme in place you may actually be at an advantage. With no technological or cultural legacy issues to resist a change of direction your programme can be created in the here and now, with the customer and experience at the core An investment for the future Your reward programme was created for a reason. Give it the time and attention it deserves and resist short term profitability in favour of long term ROI. Be more accessible Customers are demanding greater accessibility to their financial service products and services. But can they say the same for your reward programme? Think always on, real-time and social. It s a global, local world Whilst there are similarities in behaviours and trends across the globe every region will have differing levels of adoption so tailor your programme accordingly. Continuous improvement No matter how good your programme is today somebody will surpass it tomorrow. Ensure that you build in regular competitor and member audits to ensure you stay relevant and attractive to your members. GREAT CUSTOMER EXPECTATIONS 7

8 This article was brought to you by Collinson Latitude. We are part of The Collinson Group. The Collinson Group help brands across the world manage their customers more effectively. We started out over 20 years ago offering travel enhancements and insurance. We re now a leading provider of customer management, focussed on delivering acquisition, optimisation and retention through people, products and services. The aim of every business within The Collinson Group is to support, delight and reward our customers. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any manner, electronic or mechanical, including photocopy, recording or any information storage and retrieval system, without prior permission in writing from the publisher. Copyright Collinson Latitude Ltd 2015

Taking Account. The consumer perspective on loyalty programmes in financial services A COLLINSON GROUP COMPANY

Taking Account. The consumer perspective on loyalty programmes in financial services A COLLINSON GROUP COMPANY Taking Account The consumer perspective on loyalty programmes in financial services A COLLINSON GROUP COMPANY 54% The majority of people (54%) still use two or fewer providers for all their financial needs

More information

A more profitable direction

A more profitable direction A more profitable direction nowhere rewards How to change direction and find the road to reward A more profitable direction Your reward program could be harming your profits, and your relationship with

More information

Reward programmes in a digital age

Reward programmes in a digital age Reward programmes in a digital age Think SoLoMo It s a digital world It s no surprise to see that businesses who have remodelled to embrace the digital revolution have flourished in the past 5-10 years.

More information

How retail banks can accelerate value in reward programs

How retail banks can accelerate value in reward programs How retail banks can accelerate value in reward programs Driving your customers towards their Golden Moment The problem with reward programs No rewards program, however well-researched, well-funded and

More information

CUSTOMER ENGAGEMENT BUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS

CUSTOMER ENGAGEMENT BUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS CUSTOMER ENGAGEMENT BUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS 1 Customer Engagement CUSTOMER ENGAGEMENT The rise of social networking, mobile technology and e-commerce gave brands and retailers

More information

BANKING ON WILL BIG DATA TRANSFORM THE CUSTOMER EXPERIENCE? A Retail Banking perspective

BANKING ON WILL BIG DATA TRANSFORM THE CUSTOMER EXPERIENCE? A Retail Banking perspective BANKING ON WILL BIG DATA TRANSFORM THE CUSTOMER EXPERIENCE? A Retail Banking perspective Big data provides an opportunity to deliver exceptional customer experiences and competitive advantage in an industry

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

The New Customer Experience Manifesto. How to Create a Customer Experience Board

The New Customer Experience Manifesto. How to Create a Customer Experience Board The New Customer Experience Manifesto How to Create a Customer Experience Board How to Create a Customer Experience Board If you agree delivering superior customer experience is vital to your business,

More information

The Strategic Accountant: A Case for the Cloud

The Strategic Accountant: A Case for the Cloud The Strategic Accountant: A Case for the Cloud Contents Executive Summary 3 Executive Summary 5 A Strategic Shift 7 From the Accountant s Perspective Ainsworth & Co 9 Your Opportunity 11 From the Client

More information

Apple Pay and loyalty

Apple Pay and loyalty Author: Peter Ballard December: 2015 Foolproof 2015 London Norwich Singapore Apple Pay s adoption Early signs from both the US and UK indicate that Apple Pay s adoption has been lacklustre. However, Foolproof

More information

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.

More information

Desktop Virtualisation

Desktop Virtualisation Shaping the future of end user services Desktop Virtualisation Seize opportunities before others see them Remember the not-too-distant past?» Traditional thin client systems struggled to gain wide acceptance,

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

The Official Guide. Choosing your Point of Sale

The Official Guide. Choosing your Point of Sale The Official Guide Choosing your Point of Sale Why do you need a Point of Sale (POS)? Owning a business is not easy. Business owners rely on efficient tools to help run every aspect of their business,

More information

2016 OUTLOOK: GLOBAL PAYMENTS

2016 OUTLOOK: GLOBAL PAYMENTS December 2015 2016 OUTLOOK: GLOBAL PAYMENTS Disruption across the industry a global theme Around the world, new entrants (including start-ups and nontraditional players) are entering the payments industry.

More information

White Paper Service Excellence: Transforming the Customer Experience

White Paper Service Excellence: Transforming the Customer Experience White Paper Service Excellence: Transforming the Customer Experience Telephone: +44 (0)20 7960 4197 Email: info@makepositive.com makepositive.com Are we really getting the most from technology? Hello from

More information

Customer loyalty is hard to come by: Technology is the answer

Customer loyalty is hard to come by: Technology is the answer Customer loyalty is hard to come by: Technology is the answer CARD LINKED MARKETING Gone are the days when a customer would stay with the same bank for 20+ years, taking out mortgages, loans and making

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

Experian Cross Channel Marketing Platform. Managing campaigns and reaching consumers in real time

Experian Cross Channel Marketing Platform. Managing campaigns and reaching consumers in real time Experian Cross Channel Marketing Platform Managing campaigns and reaching consumers in real time The relationship between brands and customers has fundamentally changed. Whereas once there was equilibrium

More information

MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT

MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT AT A GLANCE 2015 is the Year of the socalled Millennial (18-34 year olds)

More information

Accenture 2013 Global Consumer Pulse Survey. Global & U.S. Key Findings

Accenture 2013 Global Consumer Pulse Survey. Global & U.S. Key Findings Accenture Global Consumer Pulse Survey Global & U.S. Key Findings Contents Executive Summary Overview of the Switching Economy Key Findings Methodology and Survey Sample Copyright Accenture All rights

More information

Omnichannel Payments

Omnichannel Payments Omnichannel Payments The Connected Consumer The way consumers buy goods and services is changing profoundly We now exist in a truly global, connected and digital world. A world of choice that lets us purchase

More information

STUDY. Rethinking Retail. Insights from consumers and retailers into an omni-channel shopping experience

STUDY. Rethinking Retail. Insights from consumers and retailers into an omni-channel shopping experience STUDY Rethinking Retail Insights from consumers and retailers into an omni-channel shopping experience The growth and maturity of digital channels have steadily increased the expectations of the consumers,

More information

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,

More information

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very

More information

Visa Consulting and Analytics

Visa Consulting and Analytics Visa Consulting and Analytics Issuer Acquirer Retailer Analytics and Information services: Issuer menu Issuers - Visa data driven insights We are in a unique position to inform our clients about performance

More information

> Cognizant Analytics for Banking & Financial Services Firms

> Cognizant Analytics for Banking & Financial Services Firms > Cognizant for Banking & Financial Services Firms Actionable insights help banks and financial services firms in digital transformation Challenges facing the industry Economic turmoil, demanding customers,

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

Financial Services / Customer Loyalty FOR LOVE OR MONEY? HOW TO WIN THE BATTLE FOR CUSTOMERS

Financial Services / Customer Loyalty FOR LOVE OR MONEY? HOW TO WIN THE BATTLE FOR CUSTOMERS Financial Services / Customer Loyalty FOR LOVE OR MONEY? HOW TO WIN THE BATTLE FOR CUSTOMERS CONTENT Introduction 4 Opportunities to grow and sustain customer loyalty 5 Opportunity 1: customers are going

More information

Power pricing in business current accounts:

Power pricing in business current accounts: Financial Services Banking Power pricing in business current accounts: Tomorrow s innovative model starts today Horatiu Kraus, Ben Snowman, Jens Baumgarten, Georg Wuebker 1 Introduction The UK business

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

Solution Overview Channel Management in Utilities

Solution Overview Channel Management in Utilities Utilities Sector Solution Overview Channel Management in Utilities Better Results Market Influences and Challenges The utilties industry has faced dramatic change and numerous challenges in recent years

More information

Hosting and cloud services both provide incremental and complementary benefits to the organization

Hosting and cloud services both provide incremental and complementary benefits to the organization 33 Yonge St., Suite 420, Toronto, Ontario Canada, M5E 1G4 W H I T E P A P E R I D C a n d T E L U S E n t e r p r i s e C l o u d S t u d y, 2 0 1 3 : C a p i t a l i z i n g on C l o u d ' s W i n d o

More information

Retail Banking: Innovation distinguishes between the leaders and the followers GRANT THORNTON FINANCIAL SERVICES GROUP SEPTEMBER 2013

Retail Banking: Innovation distinguishes between the leaders and the followers GRANT THORNTON FINANCIAL SERVICES GROUP SEPTEMBER 2013 Retail Banking: Innovation distinguishes between the leaders and the followers GRANT THORNTON FINANCIAL SERVICES GROUP SEPTEMBER 2013 10-30% of customers make up 90% of profits 1 New entrants Customers

More information

RBTE: Big themes from Europe s biggest Retail show

RBTE: Big themes from Europe s biggest Retail show RBTE: Big themes from Europe s biggest Retail show The Pierhouse team joined thousands of visitors, retailers and exhibitors at the Retail Business Technology Expo in London to discuss the challenges and

More information

HRCS. Round 7. Creating HR Value from the Outside-In. +1.801.616.5600 rblmail@rbl.net www.hrcs.rbl.net

HRCS. Round 7. Creating HR Value from the Outside-In. +1.801.616.5600 rblmail@rbl.net www.hrcs.rbl.net HRCS Round 7 Creating HR Value from the Outside-In +1.801.616.5600 rblmail@rbl.net www.hrcs.rbl.net HRCS Round 7 We are delighted to present the results of the 7th round of the HR Competency Study (HRCS).

More information

Mobile Consumers. & You. How to use mobile to your advantage. tradedoubler.com

Mobile Consumers. & You. How to use mobile to your advantage. tradedoubler.com Mobile Consumers & You How to use mobile to your advantage Driving value from the mobile consumer In the age of the smartphone, brands and retailers cannot succeed without persuading mobile researchers

More information

Global Transaction Banking Survey 2012

Global Transaction Banking Survey 2012 Global Transaction Banking Survey 2012 Global Transaction Banking Survey 2012 A report from About this survey Executive summary This is the third survey Misys has conducted with Finextra evaluating the

More information

Running a successful golf club

Running a successful golf club Running a successful golf club Issue 1 Membership and Customer Relationship Management (CRM): Why profiling is key to retention An ebook by NFS Technology Group www.nfs- hospitality.com How to run a successful

More information

Coca-Cola Case Analyses.

Coca-Cola Case Analyses. <Student Name> <Name and Section # of course> <Instructor Name> <Date> Running Head: COCA-COLA CASE Coca-Cola Case Analyses Coca-Cola Case 2 Coca-Cola Case Analyses This paper is about the company Coca-Cola

More information

HOW CAN FINANCIAL SERVICES MARKETERS EMBRACE DIGITAL TRANSFORMATION?

HOW CAN FINANCIAL SERVICES MARKETERS EMBRACE DIGITAL TRANSFORMATION? HOW CAN FINANCIAL SERVICES MARKETERS EMBRACE DIGITAL TRANSFORMATION? Digital tools are invading the business environment, provoking significant changes in the way we work, communicate and sell. This has

More information

IT Enterprise Services. Capita Collaboration Suite Unified Communications in the Cloud

IT Enterprise Services. Capita Collaboration Suite Unified Communications in the Cloud IT Enterprise Services Capita Collaboration Suite Unified Communications in the Cloud Empower your people to engage and innovate Ready to transform the way you work? Imagine your enterprise truly connected;

More information

Mobile- The shop in your pocket. White Paper. Multi-Channel Marketing. Published by Velti - The leading global technology provider of mobile marketing

Mobile- The shop in your pocket. White Paper. Multi-Channel Marketing. Published by Velti - The leading global technology provider of mobile marketing White Paper SEPTEMBER 2012 The UK Opportunity for Total Mobile Multi-Channel Marketing for Retailers Mobile- The shop in your pocket Published by Velti - The leading global technology provider of mobile

More information

Customer centric transformation for next generation customer service CUSTOMER CENTRICITY

Customer centric transformation for next generation customer service CUSTOMER CENTRICITY Social Mobile Data CUSTOMER CENTRICITY Cyber security Cloud Customer centric transformation for next generation customer service Solutions and services for improving customer focus and satisfaction across

More information

Transforming the Way to Market, Sell and Service

Transforming the Way to Market, Sell and Service Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship

More information

Personal and Commercial Client Group Canada

Personal and Commercial Client Group Canada Management s Discussion and Analysis Personal and Commercial Client Group Canada Robert W. Pearce President and Chief Executive Officer, Personal and Commercial Client Group Canada Group Description Personal

More information

Customer Service Best Practices Survey Results

Customer Service Best Practices Survey Results Customer Service Best Practices Survey Results Executive Summary During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer

More information

Customer Experience and Customer Loyalty (CLIX) The retail banks response

Customer Experience and Customer Loyalty (CLIX) The retail banks response Customer Experience and Customer Loyalty (CLIX) The retail banks response CLIX Performance: Positive Over the past two years Grant Thornton s Insight and Peer Analysis practice, in collaboration with InsightNow,

More information

Winning in a challenging market

Winning in a challenging market IRESS Case Study Winning in a challenging market IRESS solutions for enterprise MSO is transforming the way we manage new mortgage applications, enabling us to provide a slicker service for intermediaries

More information

The digital future for insurance.

The digital future for insurance. Digital transformation can help you tame the perfect storm. The digital future for insurance. Following the 2008 financial crisis, the insurance sector has faced tighter regulation, which has made it harder

More information

ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE

ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE EMV Technology: Deploying Soon in the U.S. ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE 2010 Mercator Advisory Group, Inc. Clock Tower Place, Suite 420 Maynard, MA 01754 phone: 1(781) 419-1700 e-mail:

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

to getting started with individual-level online data

to getting started with individual-level online data BEST PRACTICES 5 top tips Celebrus Technologies Ltd, formerly know as Speed-Trap to getting started with individual-level online data p1 Introduction Engaging customers in a meaningful dialogue which ultimately

More information

THE CPA AUSTRALIA ASIA-PACIFIC SMALL BUSINESS SURVEY 2015

THE CPA AUSTRALIA ASIA-PACIFIC SMALL BUSINESS SURVEY 2015 THE CPA AUSTRALIA ASIA-PACIFIC SMALL BUSINESS SURVEY GENERAL REPORT FOR AUSTRALIA, CHINA, HONG KONG, INDONESIA, MALAYSIA, NEW ZEALAND, SINGAPORE AND VIETNAM 2 THE CPA AUSTRALIA ASIA-PACIFIC SMALL BUSINESS

More information

Global Trends in Life Insurance 2012: Claims Processing and Payout

Global Trends in Life Insurance 2012: Claims Processing and Payout What you need to know INSURANCE Global Trends in Life Insurance 2012: Claims Processing and Payout Key trends and their implications for the life insurance industry Table of Contents 1. Highlights 3 2.

More information

The Connected Consumer Survey 2015: pay-tv and OTT video services

The Connected Consumer Survey 2015: pay-tv and OTT video services Research Report The Connected Consumer Survey 2015: pay-tv and OTT video services May 2015 Patrick Rusby and Martin Scott 2 About this report This report focuses on aspects of Analysys Mason s annual Connected

More information

Maximizing Your Customer Experience Management Metrics

Maximizing Your Customer Experience Management Metrics Maximizing Your Customer Experience Management Metrics For Internal Use Customer Experience Is The New Brand Image Other people s experiences influence everyone Good and bad experiences impact non-customers

More information

Changing the game: The new face of customer experience

Changing the game: The new face of customer experience Changing the game: The new face of customer experience Why should you care? I m so close to dropping my bank, because they keep having promos to get new clients, but what are they doing to keep me happy?

More information

EUROPEAN SME CAPEX BAROMETER

EUROPEAN SME CAPEX BAROMETER GE Capital EUROPEAN SME CAPEX BAROMETER SMEs business sentiment and capital investment in Europe s four biggest economies July 2011 www.gecapital.eu Contents Introduction Executive summary Capital investment

More information

How to Measure a Loyalty Programme s Return on Investment. Managing information and transactions securely

How to Measure a Loyalty Programme s Return on Investment. Managing information and transactions securely How to Measure a Loyalty Programme s Return on Investment Managing information and transactions securely Introduction Successful programmes have longevity because the overall benefits clearly justify the

More information

THE DAWN OF THE PLANET OF THE APPS A NEW AGE FOR BRICK AND MORTAR RETAILERS

THE DAWN OF THE PLANET OF THE APPS A NEW AGE FOR BRICK AND MORTAR RETAILERS THE DAWN OF THE PLANET OF THE APPS A NEW AGE FOR BRICK AND MORTAR RETAILERS BRICKS AND MORTAR RETAILERS AROUND THE WORLD ARE USING MOBILE APPS TO HELP LEVEL THE PLAYING FIELD WITH ONLINE BEHEMOTHS LIKE

More information

TURN YOUR WEBSITE INTO A PROFIT ENGINE

TURN YOUR WEBSITE INTO A PROFIT ENGINE TURN YOUR WEBSITE INTO A PROFIT ENGINE Turning your website into a profit engine: where to start In a competitive market, generating more leads from your website traffic has become crucial to maximising

More information

Exploiting the Single Customer View to Maximise the Value of Customer Relationships

Exploiting the Single Customer View to Maximise the Value of Customer Relationships Exploiting the Single Customer View to Maximise the Value of Customer Relationships An Experian briefing paper focusing on consumer financial services Contents Executive summary... pg 2 Introduction...

More information

CSCU s payments solutions are tailored to what matters serving your members. Essential for Building (and Retaining) Member. A Research Brief by:

CSCU s payments solutions are tailored to what matters serving your members. Essential for Building (and Retaining) Member. A Research Brief by: CSCU s payments solutions are tailored to what matters serving your members. Rewards Programs Are Essential for Building (and Retaining) Member Loyalty A Research Brief by: Rewards Programs Are Essential

More information

BEYOND BUSINESS INTELLIGENCE: How banks can use Advanced Analytics to win in the experience era

BEYOND BUSINESS INTELLIGENCE: How banks can use Advanced Analytics to win in the experience era BEYOND BUSINESS INTELLIGENCE: How banks can use Advanced Analytics to win in the experience era Banks who win in the experience era will move from asking what happened to what s next Turning crisis into

More information

Business Protection. Why choose us for your business protection clients. Retirement Investments Insurance Health

Business Protection. Why choose us for your business protection clients. Retirement Investments Insurance Health For adviser use only. Not approved for use with customers. Business Protection Why choose us for your business protection clients Retirement Investments Insurance Health Why choose us for your business

More information

Rewarding Your Members

Rewarding Your Members Rewarding Your Members Reinvent Your Credit Union s Rewards Program By Matt Flynn, TMG Director of Client Relations, and Sara Petty, TMG Vice President of Strategic Initiatives Increased competition in

More information

Future of Money: Digital Payment Advisors Will Transform the Payment Landscape

Future of Money: Digital Payment Advisors Will Transform the Payment Landscape G00248422 Future of Money: Digital Payment Advisors Will Transform the Payment Landscape Published: 11 April 2013 Analyst(s): Alistair Newton DPAs are applications on a customer's mobile device that recommend

More information

Global Mobile Marketing Systems, Small Business Guide Page 1 of 10

Global Mobile Marketing Systems, Small Business Guide Page 1 of 10 Page 1 of 10 Disclaimers / Legal Information All rights reserved. No part of this book may be reproduced, stored in a retrieval system or transmitted in any form or by any means, without the prior written

More information

Saving SMEs. November 2014. An analysis of the business savings market. aldermore.co.uk

Saving SMEs. November 2014. An analysis of the business savings market. aldermore.co.uk Saving SMEs An analysis of the business savings market November 2014 aldermore.co.uk Contents Foreword: Small is beautiful Executive Summary National trends Regional trends Sectoral trends Contact 2 3

More information

Delivering tomorrow s customer experiences today. 16 th September 2015

Delivering tomorrow s customer experiences today. 16 th September 2015 Delivering tomorrow s customer experiences today 16 th September 2015 The Decisioning Vision 2020 study Sectors we interviewed: 60 Telecoms organisations including: Mobile Operators Fixed Line Operators

More information

Interview: Professor Adrian Payne. Handbook of CRM: Achieving Excellence in Customer Management.

Interview: Professor Adrian Payne. Handbook of CRM: Achieving Excellence in Customer Management. Interview: Handbook of CRM: Achieving Excellence in Customer Management. Hello, this is Steve Macaulay from Cranfield School of Management. I am here today to discuss with his book Handbook of CRM: Achieving

More information

Digital Transaction Management for Mortgage Brokers

Digital Transaction Management for Mortgage Brokers Digital Transaction Management for Mortgage Brokers Contents What is Digital Transaction Management? How does it work? Why should I use DTM for my business? Is it safe? Is it legally binding? Will it save

More information

RedPrairie > Clienteling: What It Really Is > White Paper. Clienteling: What It Really Is.

RedPrairie > Clienteling: What It Really Is > White Paper. Clienteling: What It Really Is. Clienteling: What It Really Is. 2 Is there an App for that? In the world of retail technology, the term Clienteling has achieved buzzword status. As a result of this newfound popularity, the meaning of

More information

Customer Lifecycle Management How Infogix Helps Enterprises Manage Opportunity and Risk throughout the Customer Lifecycle

Customer Lifecycle Management How Infogix Helps Enterprises Manage Opportunity and Risk throughout the Customer Lifecycle Customer Lifecycle Management How Infogix Helps Enterprises Manage Opportunity and Risk throughout the Customer Lifecycle Analytics can be a sustained competitive differentiator for any industry. Embedding

More information

Rethinking Retail Series:

Rethinking Retail Series: IN Rethinking Retail Series: Reinventing the store shelf edge in the age of omni-channel shopping STORE E SL Product $4.99 Reinventing the store shelf edge in the age of omni-channel shopping The meteoric

More information

Law Firms in Transition: Marketing, Business Development and the Quest for Growth

Law Firms in Transition: Marketing, Business Development and the Quest for Growth Law Firms in Transition: Marketing, Business Development and the Quest for Growth A survey of over 100 legal marketers and business development professionals Law Firms in Transition: Marketing, Business

More information

REWARD-IT LITE. EASY SET-UP and OPERATION

REWARD-IT LITE. EASY SET-UP and OPERATION REWARD-IT LITE Reward-it gives you the power to create your own brand and stand out from the crowd. The system is flexible enough for you to tailor your loyalty scheme to get the most out of your customers

More information

Social media has changed the world as we know it by connecting people, ideas and products across the globe.

Social media has changed the world as we know it by connecting people, ideas and products across the globe. Social Media for Retailers: Six Social Media Marketing Tips to Drive Online Sales.................................................................. 2 Social media has changed the world as we know it by

More information

Oracle Retail Customer Engagement Cloud Services

Oracle Retail Customer Engagement Cloud Services OR A C L E D A T A S H E E T Oracle Retail Customer Engagement Cloud Services Oracle Retail Customer Engagement Cloud Services is a suite of integrated cloud services designed to drive incremental revenue

More information

Federally Insured by NCUA

Federally Insured by NCUA 2014 ANNUAL REPORT Federally Insured by NCUA Table of Contents Board of Directors... 2 Minutes of the 61st Annual Meeting... 3 Chairman s Report... 4 Chief Executive Officer s Report... 5 Treasurer s Report...

More information

Digital Strategy. Digital Strategy. 2015 CGI IT UK Ltd. Digital Innovation. Enablement Services

Digital Strategy. Digital Strategy. 2015 CGI IT UK Ltd. Digital Innovation. Enablement Services Digital Strategy Digital Strategy Digital Innovation Enablement Services 2015 CGI IT UK Ltd. Contents Digital strategy overview Business drivers Anatomy of a solution Digital strategy in practice Delivery

More information

Why do shoppers do this? I was not ready to purchase, but wanted to get an idea of the total cost with shipping

Why do shoppers do this? I was not ready to purchase, but wanted to get an idea of the total cost with shipping White Paper Email Remarketing Three ways to turn cart abandoners into high-value purchasers. White Paper What s up with online shoppers? They spend significant amounts of time on your site, view several

More information

UK Search Engine Marketing Benchmark Report 2011

UK Search Engine Marketing Benchmark Report 2011 Market Data / Supplier Selection / Event Presentations / User Experience Benchmarking / Best Practice / Template Files/ UK Search Engine Marketing Benchmark Report 2011 In association with Guava UK Search

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

Home loan check up. Reviewing the health of your home loan

Home loan check up. Reviewing the health of your home loan Home loan check up Reviewing the health of your home loan 2 3 Contents Debt consolidation & refinancing 3 Considering refinancing? 4 Benefits of refinancing 6 Know the costs of refinancing 12 It s natural

More information

r e y n o l d s a n d r e y n o l d s Delivering the Vehicle and an Improved Customer Experience Jon Strawsburg Vice President, Product Planning

r e y n o l d s a n d r e y n o l d s Delivering the Vehicle and an Improved Customer Experience Jon Strawsburg Vice President, Product Planning and an Improved Customer Experience Jon Strawsburg Vice President, Product Planning Ideally, the entire experience of car shopping from search, to research, to peer polling, to test drive, to purchase

More information

Balance collections with retention for each customer. Decision Analytics for debt management in retail banking

Balance collections with retention for each customer. Decision Analytics for debt management in retail banking Balance collections with retention for each customer Decision Analytics for debt management in retail banking Debt management for retail banking In the highly competitive retail banking environment, banks

More information

BRP SPECIAL REPORT. Loyalty Programs Rewarding the Customer Experience

BRP SPECIAL REPORT. Loyalty Programs Rewarding the Customer Experience Loyalty Programs Rewarding the Customer Experience BRP SPECIAL REPORT A supplemental report based on findings from the 2015 CRM/Unified Commerce Benchmark Survey https://bostonretailpartners.com/2015-crm-survey-report/

More information

Select Account. The essential guide to your new account

Select Account. The essential guide to your new account Select Account The essential guide to your new account 2 Welcome to your Select Account Your new account gives you the convenience of being able to withdraw money from any cash machine in the UK, as well

More information

THE MOBILE SHOPPER IS HERE

THE MOBILE SHOPPER IS HERE THE MOBILE SHOPPER IS HERE 88% of Respondents Use Retail Mobile Apps HOW RETAIL MOBILE APPS HAVE SHAKEN UP THE INDUSTRY The way customers shop, browse, and purchase is evolving. Retail sales have become

More information

WHY YOUR MOBILE APP STRATEGY IS KILLING YOUR BUSINESS. And How To Calculate The ROI On Fixing It

WHY YOUR MOBILE APP STRATEGY IS KILLING YOUR BUSINESS. And How To Calculate The ROI On Fixing It And How To Calculate The ROI On Fixing It INTRODUCTION If you re a consumer-facing business of any size, you ve probably got a mobile app. You may well take a close interest in how well it functions, and

More information

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Asia s Customer Experience Management Landscape 2015 1 ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Companies across Asia are waking up to the importance of providing consistent customer experiences,

More information

The Customer Journey Mapping Workbook how to make your business truly customer- centric

The Customer Journey Mapping Workbook how to make your business truly customer- centric The Customer Journey Mapping Workbook how to make your business truly customer- centric A Whitepaper by Customer Faithful Limited 2013 All rights reserved How should businesses get underway in defining

More information

The Top 10 Local Marketing Secrets

The Top 10 Local Marketing Secrets The Top 10 Local Marketing Secrets Using technology to beat your competitors Business Marketing techniques are changing rapidly, more rapidly than most business owners are able to keep up. This FREE report

More information

Redefining Digital Banking for Small Businesses

Redefining Digital Banking for Small Businesses Redefining Digital Banking for Small Businesses 03 Redefining Digital Banking for SMBs Contents Executive Summary and top-level findings 03 Executive Summary and top-level findings 04 Top level results

More information

ENABLING PERSONALIZATION IN THE WORLD OF GROCERY

ENABLING PERSONALIZATION IN THE WORLD OF GROCERY WWW.WIPRO.COM ENABLING PERSONALIZATION IN THE WORLD OF GROCERY With the advent in technology, retailers need to provide a seamless personalized shopping experience both online and in stores. Kuru Subramaniam

More information

Making Leaders Successful Every Day

Making Leaders Successful Every Day Making Leaders Successful Every Day Succeeding In Global ecommerce Forrester Research Benjamin Ensor Research Director, ebusiness & Channel Strategy March 13, 2013 For internal use only Agenda What s the

More information

Financial Services Marketing in 2012 March 2012

Financial Services Marketing in 2012 March 2012 Financial Services Marketing in 2012 March 2012 Introduction Martin Lewis of Moneysavingexpert.com says that loyalty doesn t pay. However, customer inertia, especially in the area of switching current

More information