Customer Services & ICT in banking. Who are we? Jenny Carter Customer Services Manager Mark Rixon...
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Transcript of Customer Services & ICT in banking. Who are we? Jenny Carter Customer Services Manager Mark Rixon...
Who are we?
Jenny CarterCustomer Services Manager
Mark RixonHSBC Premier Relationship Manager
Helen KellawayHSBC Premier Centre Co-ordinator
Agenda
• The HSBC brand
• Change in consumer behaviour
• Customer Services in banking
• Current & future technology
• Q&A
HSBC1st
The World’s biggest banking brand
87 different countries41 million personal customers3.2 million business customers
Who are our customers?
• Premier league footballers• Politicians• Household business names• TV presenters• Newspaper editors• Just about anyone!
Change in consumer behaviour
TRADITIONAL customer:
Often introduced by family or employer
Often affluent
Loyal
Trusted their bank
Did not question
Change in consumer behaviour
TODAY’S customer:
Makes informed choices
Comes from all walks of life
Is not loyal
Is more sceptical of banks
Aware of consumer rights
45% of customers in Europe no longer trust their bank
UK customers trust their bank least
Only 11% of UK customers are ‘very loyal’
Source: Ernst & Young, 2010
Double whammy!
Banks have to work harder to restore trust
Banks have to work harder to competewith one another
All fighting for customers’ business
HSBC NATWEST CO-OPERATIVE TESCO
LLOYDS TSB BARCLAYS SAINSBURYS
NATIONWIDE SANTANDER COUTTS
FIRST DIRECT RBS HALIFAX
VIRGIN M&S POST OFFICE
EGG YORKSHIRE ……
Customer Service in Banking
• Deliver products to customer needs
• Segmentation
• Checking customer satisfaction
• Building rapport and trust
• Encourage recommendation
Segmentation Amanah Bank AccountBank AccountBank Account Pay MonthlyBasic Bank AccountGap Year ServiceGraduate Bank Account HSBC Passport
International Personal AccountMy AccountPre-Student/ Early Bird AccountStudent Bank AccountHSBC Premier AccountHSBC Advance
We want extreme satisfaction!
• How satisfied were you with your last visit?
• Did the member of staff give you their
undivided attention?
• Did the member of staff explain everything
clearly and simply?
Building rapport and trust
• Make the customer feel comfortable
• Break the ice
• Listen actively
• Mirror the customer
• Be genuine
ICT in the banking industry
Past technology
• Cheques with MICR• Card facilities• Branch network with limited
IT
Present technology
• Internet
• Telephone
• High tech branches
• Intermediaries, e.g. Paypal
• NFC banking
• Mobile banking
The dark side of technology….
• Protect customers against fraud
• Protect employees against colleagues
• Protect company reputation
• Identity theft
• Account take over
• Phishing
• Fake websites
• ATM devices
• Scams
• Social Engineering/social networking
Examples of fraud
• Voice recognition
• Chip technology
• Customer behaviour analysis
• Connected television/ hybrid t.v.
• Cloud banking. e.g. Google Wallet
Voice recognition V member of staff:
Machine Human
Costs £5,000 Costs £25,000
60 calls at a time 1 call at a time
Cost per call 10p Cost per call £3
Good News!More than 1 in 4 ofYou will live to over100 years old!
Source: http://www.thisismoney.co.uk/money/pensions/article-2037230/Starting-job-Dont-expect-state-pension-youre-72-experts-warn.html
Imagine climbing into a time machine and setting the dial to the year 2094. How do you think banking IT will look?