Mobile Banking 101
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Transcript of Mobile Banking 101
Trust, Reliability and Loyalty
User Experience and Expectations
BANKING
Customeracquisi.onandreten.onisnolongerjustaboutproductsbanksoffer…buthowbanksofferthem,enhancingaccessandtheuserexperience
2009:‐ 100+millionviewers‐ 20hoursofvideoisuploadedeveryminute
Understandthedigitalageofyourcustomer
2009:‐ 18.9millionuniquevisitors/month
2009:‐ 200billionpageviewspermonth;‐ 350millionmembers‐ 1.4millionimagesuploadedeverysecond‐ 1.6billionchatmessagessentdaily
SpecialEventsRemoteLocaLonsEmergencyManagementBack‐up
MostATMprovidershavetradiLonallyreliedonwirelineconnecLonstoprocesstransacLons.
Aswithanything,wirelineconnecLonshavelimitaLons.TheylimitplacementandrelocaLonopLons,createsecurityconcerns,andareatargetforvandalism.
PublicwirelessnetworkingtechnologiesenablebanksandindependentATMprovidersaneasy,fast,andcost‐efficientmobilebankingopLon.
WhetheritbeprimaryorbackupconnecLvityforashoppingcenter,orenablingamobileATMforoutdoorevents,mobilebankingsoluLonsprovidethereliable,manageablenetworkconnecLonneeded.
Mybankmustbe:AccessibleandConnected
There are More Mobile Devices than PCs
Foreverypersonalcomputerthat’sbought,morethanfourmobilephonesarepurchased.There’saworldofpeoplewhosemainaccesspointtotheInternetisviaamobiledevice.
MobileBankingisrelevant&growing
• 4.6millionmobilebankinghouseholdsin2008
• 10millionpredictedfor2009
• 40millioninNorthAmericaby2012
Mobilebankingisa“sLcky”service:
• Offeringgreatservice&theinconvenienceofmovingbusinesselsewhere
• Followspa`ernsof:
– DirectDeposit,OnlineBillpayandRewardprograms
InformaLonServices
Youngerhouseholdsownneitherlandlines,watchesnorpaLenceto“wait‘Lllaterforaccess”
LackofmobileserviceisaclearandnegaLvedifferenLator
BanksmustmeetexpectaLonsorlosetheentrypointforalifeLmerelaLonship
Thisishowyournextcustomerdoesbusiness
AccountAccess
BasicFeaturesofMobileBanking
UseATM&BranchFinder QuickClicktocallforcustomerservice
Checkbalances&transacLons PayBills TransferFunds
Differentneeds,differentdevices,differentfuncLon,differentcontentpresentaLon.
ProvideValue:Transac.ons
Loca.on‐basedServicesUserFriendly
MobileBanking–makeitagreatexperience
HeidiCulbertsonMobileBusinessStrategistTwi`er:@hculbertson
Justsomefoodforthought