efinancials 2010 pol navarro - banco sabadell
TRANSCRIPT
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Banks should be prepared for the customer of tomorrow today
BancoSabadell
Pol Navarro – Head of Direct Channels and Innovation, Banco SabadellAmsterdam, November 2010
Emerce efinancials
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Banco Sabadell
4th largest banking groupin Spain
Focused on commercial banking
More than 1.500 branches and 2.5 million customers (*)
(*) After Banco Guipuzcoano integration
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How is the customer of tomorrow?
Customers are permanently online
Penetration of mobility (+100%)
“Social networked”
Mobile, Internet and TV convergence
Phones with more and more capacities
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Customer experience / lifecycle
Service
Listen
CommunicateEngage
SalesNew digital environmen
t
New digital environmen
t
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Customer experience / lifecycle
Service
Listen
CommunicateEngage
SalesNew digital environmen
t
New digital environmen
t
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Direct branch – Customer service
24x7 1Available
24 hours a day, 7 days a week
Resolving any service enquiry in max 1 hour
Through the channel
selected by the customer
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Direct branch – Customer service on twitter
First Spanish bank using twitter as customer service channel First Spanish bank using twitter as customer service channel
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Mobile usage growth
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BS Mobile – Our mobile banking service
First European bank with an iPad mobile banking app* First European bank with an iPad mobile banking app*
* According to Finextra
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BS Mobile – Strong promotion of the service
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BS Mobile – Strong promotion of the service
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BS Mobile – Strong promotion of the service
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BS Mobile – High usage by our customers
Most used phones
iPhone / iPad
63%
BlackBerry
16%
Nokia / Android
13%
Active users
2010
10% of online banking customers
Target 2011
30% of online banking customers
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Customer experience / lifecycle
Service
Listen
CommunicateEngage
SalesNew digital environmen
t
New digital environmen
t
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Listen to your customers and employees
More than 2.500 ideas generated by our customers and employees More than 2.500 ideas generated by our customers and employees
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Customer experience / lifecycle
Service
Listen
CommunicateEngage
SalesNew digital environmen
t
New digital environmen
t
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Where are your customers?
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More Time Spent Social Networking Than on Email(source: Nielsen Online)
YouTube and other online video sites are stealing viewers away from TV in the UK(source: BBC)
Where are your customers?
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Video content is the king
Channel with more views thanks to Pep Guardiola’s commercial “Making Of” Channel with more views thanks to Pep Guardiola’s commercial “Making Of”
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Video content is the king
Resumen actividad 30 días 24 h Incremento
Visitas Sala de Prensa 1.160 289 x 7 Imágenes vistas 3.850 405 x 3 Videos vistos 2.527 23.904 x 284 Comentarios twitter 30 94 x 94 Comentarios facebook 15 26 x 52
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Engage your audience
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Customer experience / lifecycle
Service
Listen
CommunicateEngage
SalesNew digital environmen
t
New digital environmen
t
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Customer acquisition through online channels
Decides to open a new account with the bank
Notified of his local branch
NEW CUSTOMER
3
1
Account opening form fullfillment
2 BRANCH
New contract signature
Cross-selling of products
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DIRECT BRANCH
Follow-up of the new customer (e-mail / call)
New customer setup
4Impacts
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Customer acquisition through online channels
Customer acquisition
2010
3% of customer acquisition online
Target 2011
10% of customer acquisition online
Service transactions
2010
75% of service transactions online
Target 2011
90% of service transactions online
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Conclusions
Immediacy It’s real-time, not multi-channel anymore
Social interactivity Join the conversation and manage
your community
Everywhere Infinite touch points (Tablets, TV, e-books, etc.)
Online Sales Internet is your “flagship store”
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Thanks!
Thanks for your attendancePol Navarro GonfausHead of Direct Channels and [email protected] @polnavarro