The Rise of the Universal Banker

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BRIDGENING the technological GAP THE RISE OF THE UNIVERSAL BANKER

Transcript of The Rise of the Universal Banker

Page 1: The Rise of the Universal Banker

BRIDGENINGthe technological

GAPTHE RISE OF THE UNIVERSAL BANKER

Page 2: The Rise of the Universal Banker

ONLINE

BRANCH

Convenient

Efficient

…needs to keep up

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MULTICHANNEL

ATM ONLYCALL

ONLY

WEB ONLY

BRANCH ONLY

is the experience consistently GOOD?

source: ClickFox © May 2014 The Financial Brand

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why does one come to the branchwhen all transactions could be done on their own

• ISSUE • QUESTION • NEED

Unsolved

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what are the opportunitieswhat are the challenges

• SOLVER • FOUNDER • EXPERT

Expectations

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UNIVERSAL BANKER

COUNSELSERVICE

TrainedFlexible

Capable Nimble

Knowledgeable

Respectful

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✓All information ✓Direct interaction ✓Expert guidance

Features for custome

r

RIGHT TOOL

Tools for ba

nker

Being a great person is not enough anymore

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CUSTOMER ALREADY DECIDED

Do you address customer’s specific situation?source: Gallup © December 2014 The Financial Brand

CONSIDERING BUT NEED

PROMPTING

HADN’TCONSIDERED AT ALL

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SATISFIED VS ENGAGED45% will consider you next time 83% plus more likely

to add products & services

source: Gallup © December 2014 The Financial Brand

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• RECOMMEND • RESPOND • ADAPT

Don’t just track customer data

“For example, a banker can see when a customer carries a high balance in a checking account and how they may be better served putting some of that money in a higher-yield instrument like a CD or a Money Market account.”

source: http://bit.ly/1yzunie The Financial Brand

CRM

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Go paperless

✓Generate right awareness

✓Send directly ✓Deepen

conversation

VS• Generic • Litter • Is not on-demand

available to customer

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DIGITAL PRESENCE

NOT WHAT YOU WANT TO SAY WHAT DOES THE CUSTOMER

WANT TO HEAR

is it relevan

t?Is it easy to find stuff?

Is it up-to-date?is it e

asy

to take act

ion?

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“When the consumer comes through the doors, the universal banker is expected to quickly analyze the consumer’s needs, access their financial data and provide answers and solutions on the spot.”

source: http://bit.ly/1yzunie The Financial Brand

embrace the transformative power of technology to actually deepen

relationships with consumers!

BOTTOM LINE: BRANCH EXPERIENCE CONSISTENT WITH DIGITAL

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THANK YOUhttps://TheFinancialBrand.com

https://flaticon.com

https://linkedin.com/in/gubochkin

amazing icons

geeks out about modern banking & presentations

all you need to know about banking

Read the full article @ http://bit.ly/1yzunie