The Rise of the Universal Banker
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Transcript of The Rise of the Universal Banker
BRIDGENINGthe technological
GAPTHE RISE OF THE UNIVERSAL BANKER
ONLINE
BRANCH
Convenient
Efficient
…needs to keep up
MULTICHANNEL
ATM ONLYCALL
ONLY
WEB ONLY
BRANCH ONLY
is the experience consistently GOOD?
source: ClickFox © May 2014 The Financial Brand
why does one come to the branchwhen all transactions could be done on their own
• ISSUE • QUESTION • NEED
Unsolved
what are the opportunitieswhat are the challenges
• SOLVER • FOUNDER • EXPERT
Expectations
UNIVERSAL BANKER
COUNSELSERVICE
TrainedFlexible
Capable Nimble
Knowledgeable
Respectful
✓All information ✓Direct interaction ✓Expert guidance
Features for custome
r
RIGHT TOOL
Tools for ba
nker
Being a great person is not enough anymore
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
SATISFIED VS ENGAGED45% will consider you next time 83% plus more likely
to add products & services
source: Gallup © December 2014 The Financial Brand
• 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
Go paperless
✓Generate right awareness
✓Send directly ✓Deepen
conversation
VS• Generic • Litter • Is not on-demand
available to customer
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?
“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
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