Customer Services & ICT in banking

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!

All have different needs

All deserve exceptional service

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

No.1 issue for today’s

bank customers?

Source: Ernst & Young, 2010

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

•Working in 2s or 3s

•List places which offer a banking service

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 ……

So how do we:

1. attract new customers

2. satisfy existing customers

3. encourage recommendation

By providing

excellent customer

service!

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

If customers trust us, they are more likely to:

Bring more business

Recommend to others

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

Banking revolution in Turkey

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

Future banking technology

• 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

Your ideas count!

How do you see the future?

Imagine climbing into a time machine and setting the dial to the year 2094. How do you think banking IT will look?

Any questions?