The consumer oftomorrow, impact ofbuying behaviour andthe role of dealerships.GHANA MSIBI | WESBANK

CUSTOMERS WANT WHAT THEY WANT.WE ALL NEED TO GET ON BOARD OR BE LEFT BEHIND…

The consumer oftoday is driving

tomorrow‘s change

PresenterPresentation NotesCUSTOMER OF TOMORROW – IS ALIVE AND WELL TODAYTHE CUSTOMER OF TODAY IS WHO IS DRIVING THE NEED FOR CHANGE FOR TOMORROW

Personalisation

They demand:

Choice Be available anywhere, anytime (Omni-channel).

Relevance Customise offerings because you understand me enough to sell me the right product, at the right time at the price

Simplification

Consistency

PresenterPresentation NotesTO WIN WE MUST PersonaliseSimplifyBe consistentEngage them their way (XXXX)Understand their needs (xxxx)

PresenterPresentation NotesThat’s why customer centric is more important than ever before. WesBank is moving to a customer centric model…

PRODUCTPUSH

PRODUCTPUSH

PRODUCTPUSH

FINANCE HOUSES OEMS DEALERS

THE CUSTOMER

A F R A G M E N T E D PA R T I C I PA N T A P P R O A C H

PresenterPresentation Notes. Solutions made together will save costs, offer better pricing and more efficient. Arrows pointing at the customer – on top of arrows – horizontally product pushWe need to get to an integrated product pull, its all about a solution for customer need

Diminishing IndustryRelevance

PresenterPresentation NotesThe law of diminishing industry relevanceFor us in the motor industry we’ve got it tough, we’re not a loaf breadThere’s no ‘default demand” to take care of business.

SEISMIC SHIFTMoving BEYONDCONVENIENCE to

VALUEPROVIDE REAL

PresenterPresentation Notes

WHAT DOES THIS MEAN?It means moving BEYOND CONVENIENCE TO PROVIDING REAL VALUECustomers are demanding this. Consumers will take the path of least resistance, as long as it delivers value and meets their needs... and behaviours that focus on how you optimise their interactions.

These brands offer more than convenience – they offer a wide variety of CHOICES so I can make the way I use them my own.

An Integrated Ecosystem Play

DEALERS

OEM’s

We believe in dealer/manufacturer intermediary model.

FINANCE COMPANY

INDUSTRY STAKEHOLDERS

Reimagine The Future

PresenterPresentation NotesThe core strategy is to move to an automotive ecosystem play through entrenching our partnerships through dealers and OEMs Enhace – call it an integrated ecosystem model

Me, Myselfand I

OUR AUDIENCE OF ONE:

PresenterPresentation Notes

And understanding our audience is an audience of ONE!“ME, MYSELF AND I

Add pics of an old black customer – different types of customer profiles

1980 1990 2000 2017 2019 2020 2025

HOU

RSM

INU

TESM

ON

THS

Competitive Differentiators

Customer Centric Focus

Channel Efficiency and Relationships

Predict when they

settle

Predict where they are likely to

buy based on geo location

Use credit information to score them and present offers and options

Channel that is convenient for the customer

(targeted marketing)

Predict vehicle based on current car

PresenterPresentation NotesA graphical representation of response times (hours) over the past 40 years with a proper indication of a decline (improvement):

Hi Lebo, Hope you are well, Just a few points from out meeting with GM today – happy to talk through it, should you need clarity, sometimes my notes are ambiguous. Include the tilting triangle slideThe narrative on what drives the change should be clear – we are moving to a customer centric modelHas to be an inclusive design – a seismic shift from what was to what will beCreate a graph depicting the current operating model that is industry relevant vs what the customer needs / customer experience– “Law of diminishing industry relevance” thus being unable to proactively respond to the customerMove from a product push play to a pull play and its anchors – compelling VP to maintain relevanceCollective not fragmentedWhat is the impact on the dealersConvenience vs Value Happy to meet to chat.   When you have a chance, have a look at the email I sent to you (attached for ease of reference) as a possible base to build on.  It talks to customer centric channels and customer VP.  It also moves away from the focus on digital natives to an inclusive informed base in the information rich era we are in.  We will have to look at building more content for how the dealer fits in and I think here we can use the notes he made about products today solve for instalment sale – 72 to 96 months, balloons GFV and products tomorrow could be mobility, pay as you drive GFV etc He said to remember that there must be a clear message and this one is convenience vs that plus value.

PresenterPresentation NotesFASTTRACK PERSONALISATION / RELEVANCE / CHOICE / REALTIME ETCThis is an example of moving beyond convenience to real value… Intro FT

Video

Reiterate the not just yes or not / personalization.

Working together iskey to staying RELEVANT

PresenterPresentation Notes

MAIN THING WE NEED TO ASK: ARE WE RELEVANT FOR CUSTOMER NEEDS??Stop the focus on disruption for the sake of disruption - Focus rather on our customers really NEED… Customer of tomorrow wants interaction to be 100% RELEVANT to THEM

Thank you.

The consumer of tomorrow, impact of buying behaviour and the role of dealerships.Slide Number 2Slide Number 3Slide Number 4Slide Number 5Slide Number 6Slide Number 7Slide Number 8Slide Number 9Slide Number 10Competitive DifferentiatorsSlide Number 12Slide Number 13Slide Number 14