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Welcome to the Webinar
May 12, 2011
Start time: 1:00PM EST


Customer Experience
โ€œMegaTrendsโ€
For Financial Services
Housekeeping

                              Minimize webinar console
                              here

                              Use chat window to submit
                              questions
                              at any time
                              during the session!




Copyright ยฉ 2009, IntelliResponse Systems Inc. All rights reserved. The trademarks identified herein are the trademarks or registered trademarks of IntelliResponse Systems Inc. or other third party.
IntelliResponse: Multi-Channel Answer Suite
Customersโ€™ Benefiting Today
- More than 510 live, customer facing implementations
- Answering over 100 million questions with one right answer
- A SaaS company with credentials in large enterprise delivery


  Financial
  Services




  Consumer
 & Corporate




   Higher
  Education


                                                                 4
Todayโ€™s Presenters


              Bruce Temkin
              Managing Partner
              Temkin Group




              Mike Hennessy
              Vice President
Customer Experience Mega
Trends For Financial Services
Bruce Temkin
Customer Experience Transformist
& Managing Partner
TEMKIN GROUP

May 12, 2011
The core insightโ€ฆ




        Copyright ยฉ 2011 Temkin Group. All rights reserved.
The core insightโ€ฆ


                         โ€œDo what you do so well
                           that they will want to
                          see it again and bring
                               their friends.โ€
                                             - Walt Disney




        Copyright ยฉ 2011 Temkin Group. All rights reserved.
Customer experience correlates
   to loyalty
                                                     30%
    Amount above or below
      industry average for
    Temkin Loyalty Rating                            20%




                                                     10%




                                                      0%
                         -20%   -15%    -10%   -5%          0%   5%   10%       15%   20%


                                                     -10%
                                                                   Amount above or below
                                                                    industry average for
                                                     -20%        Temkin Experience Rating

Base:   143 companies
Source: Temkin Group Q1 2011 Consumer            -30%
        Experience Survey
                          Copyright ยฉ 2011 Temkin Group. All rights reserved.
Financial services loyalty is up for grabs
                           Top 2-box percentage on 7-point scale

                                                    43%
                       Banks                        45%
                                                       56%
                                                    42%
      Credit card issuers                           44%
                                                      53%            Likely to recommend
                                                                     Unlikely to switch
                                                     47%             Likely to buy more
       Insurance carriers                           43%
                                                        60%
                                                       54%
         Investment firms                             48%
                                                          63%

Base:   US Consumers
Source: Temkin Group Q1 2011 Consumer Experience Survey
                          Copyright ยฉ 2011 Temkin Group. All rights reserved.
Rate the overall customer experience
     that your company delivers
        Better than all companies in
                                               2%
                         any industry
                                                      7%
             The best in our industry           5%
       Considerably above industry
                                                               28%
                          average
    Slightly above industry average                          25%

             Average for our industry                         27%
                 Slightly below our
                                                    10%
                   industryaverage
        Considerably below industry
                                               3%
                           average
            The worst in our industry        0%

Base:   169 companies with $1 billion or more in annual revenues
Source: Temkin Group Q4 2010 Survey
                           Copyright ยฉ 2011 Temkin Group. All rights reserved.
Rate the overall customer experience
     that your company delivers
        Better than all companies in
                                               2%
                         any industry
                                                      7%                            60%
             The best in our industry           5%                               Whatโ€™s your goal
       Considerably above industry
                                                               28%               in three years?
                          average
    Slightly above industry average                          25%

             Average for our industry                         27%
                 Slightly below our
                                                    10%
                   industryaverage
        Considerably below industry
                                               3%
                           average
            The worst in our industry        0%

Base:   169 companies with $1 billion or more in annual revenues
Source: Temkin Group Q4 2010 Survey
                           Copyright ยฉ 2011 Temkin Group. All rights reserved.
2011 Temkin Experience Ratings




        Copyright ยฉ 2011 Temkin Group. All rights reserved.
Financial services firms know that they
     need to do better
                    Companies that rate these experiences that their
                      company delivers as โ€œgoodโ€ or โ€œexcellentโ€

               Phone agent experience                                61%

                     In-store experience                      46%

                         Web experience                       46%

        Phone self-service experience                    35%

                       Mobile experience              28%

               Social media experience               26%

             Cross-channel experience            17%


Base:   54 financial services companies with $500 million or more in annual revenues
Source: Temkin Group Q4 2010 Survey
                              Copyright ยฉ 2011 Temkin Group. All rights reserved.
Four customer experience megatrends
โ€ข   Customer Insight Propagation
โ€ข   Customer Service Rejuvenation
โ€ข   Interaction iPodization
โ€ข   Social Media Assimilation




             Copyright ยฉ 2011 Temkin Group. All rights reserved.
Customer Insight Propagation
A major shift in market researchโ€ฆ




   Statistical analysis                         Contextual insights
   Hypotheses about the                      Observations drawn from
  business created from an                  data that resonates with an
    analysis of significant                    understanding of the
    variations in the data                            business

              Copyright ยฉ 2011 Temkin Group. All rights reserved.
Customer Insight Propagation




         Copyright ยฉ 2011 Temkin Group. All rights reserved.
Customer Service Rejuvenation




Base:   144 companies with $500 million or more in annual revenues
Source: Temkin Group May 2010 Survey
                           Copyright ยฉ 2011 Temkin Group. All rights reserved.
Customer Service Rejuvenation




        Copyright ยฉ 2011 Temkin Group. All rights reserved.
Interaction iPodization




          Copyright ยฉ 2011 Temkin Group. All rights reserved.
Interaction iPodization




          Copyright ยฉ 2011 Temkin Group. All rights reserved.
Interaction iPodization




          Copyright ยฉ 2011 Temkin Group. All rights reserved.
Social Media Assimilation




         Copyright ยฉ 2011 Temkin Group. All rights reserved.
Social Media Assimilation
      How consumers give feedbackโ€ฆ

                     Told friends about it via                                      51%
                   email, phone, or in-person                                             63%
             Sent feedback directly to the
                                                                   21%
         company via a call, letter, email, or
                           on their Website                                34%

                 Wrote something about it on                  13%
                                                                                 After a VERY
                                  Facebook                      20%
                                                                                 GOOD
         Put a comment or rating about the                                       experience
                                                           7%
       company on a 3rd party site like Yelp
                            or TripAdvisor                  11%
                                                                                 After a VERY
                                                                                 BAD experience
                                                        3%
        Wrote something about it on Twitter
                                                        4%

Base:   US Consumers
Source: Temkin Group Q1 2011 Consumer Experience Survey
                          Copyright ยฉ 2011 Temkin Group. All rights reserved.
Social Media Assimilation

A few tips on social media common sense:

โ€ข   Donโ€™t ignore existing customer conversations.
โ€ข   Listen first, long before you start responding.
โ€ข   Donโ€™t overreact to Daveโ€™s Guitar.
โ€ข   Get brand promoters to speak for you.
โ€ข   Donโ€™t lose sight of who you are.



              Copyright ยฉ 2011 Temkin Group. All rights reserved.
Thank you!

  Bruce Temkin
  Customer Experience Transformist
  & Managing Partner
  TEMKIN GROUP
  www.temkingroup.com

  Email:     bruce@temkingroup.com
  Phone:     617/916-2075
  Twitter:   @btemkin
  Blog:      Customer Experience Matters
             (experiencematters.wordpress.com)




                 Copyright ยฉ 2011 Temkin Group. All rights reserved.
The Case for Self-Service as a MegaTrend




                                           27
A Myriad of Channels

Traditional   +     Digital   +   Mobile




                                           28
24x7 โ€“ 365 World




                   29
Content Overload
Your Customers WANT to Self-Serve!




                                     31
CIBC




       32
CIBC Bank
Results
โ€ข Emails decreased by 50%
โ€ข Calls decreased by 25%
โ€ข "Voice of Customer" data informing web/product
โ€ข Single message via web, mobile and e-mail agent
ING




      34
ING Direct โ€“ Improvements in FCR
  45,000


  40,000


  35,000


  30,000


  25,000
                                                                                    Escalations before IR
  20,000                                                                            Escalations after IR

  15,000


  10,000                                                                           โ€ข50% reduction in
                                                                                   2nd line escalations
   5,000


      0
           Jan   Feb   Mar   Apr   May   Jun   Jul   Aug   Sep   Oct   Nov   Dec




                                                                                                            35
Social Media

โ€ข Can be creatively included in
  Facebook Walls, Twitter, Digg,
  Delicious and other social
  platforms
Actionable Insights

                      โ€ข How do I switch my account?

                      โ€ข How do I know XXX is right for me?

                      โ€ข What is XXX switch mortgage?

                      โ€ข What is the XXX switch kit?

                      โ€ข What is the new switch program?

                      โ€ข How do I switch from my current bank?




                                                                37
Actionable Insights

                      โ€ข When does your Android app come out?

                      โ€ข Why do you only offer an iphone app? I
                      use Android.

                      โ€ข Mobile banking - does it work on an HTC
                      Desire Smart phone?

                      โ€ข Where is the android app? I was excited
                      to see you promoting mobile banking, but
                      releasing via itunes and only for iphone
                      was a disappointing move.

                      โ€ข Will there be an application for the
                      android mobile phone operating system as
                      other banks already have?




                                                                  38
Thank-You
    HAVE A QUESTION?




New Whitepaper:
Is Web Self-Service Right for
You?

http://www.intelliresponse.com/White-Papers/




                                                 Copyright ยฉ 2011 Temkin Group. All rights reserved.
Copyright ยฉ 2010, IntelliResponse Systems Inc. All rights reserved. The trademarks identified herein are the trademarks or registered trademarks of IntelliResponse Systems Inc. or other third party.

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Customer Experience Mega Trends For Financial Services

  • 1. Welcome to the Webinar May 12, 2011 Start time: 1:00PM EST Customer Experience โ€œMegaTrendsโ€ For Financial Services
  • 2. Housekeeping Minimize webinar console here Use chat window to submit questions at any time during the session! Copyright ยฉ 2009, IntelliResponse Systems Inc. All rights reserved. The trademarks identified herein are the trademarks or registered trademarks of IntelliResponse Systems Inc. or other third party.
  • 4. Customersโ€™ Benefiting Today - More than 510 live, customer facing implementations - Answering over 100 million questions with one right answer - A SaaS company with credentials in large enterprise delivery Financial Services Consumer & Corporate Higher Education 4
  • 5. Todayโ€™s Presenters Bruce Temkin Managing Partner Temkin Group Mike Hennessy Vice President
  • 6. Customer Experience Mega Trends For Financial Services Bruce Temkin Customer Experience Transformist & Managing Partner TEMKIN GROUP May 12, 2011
  • 7. The core insightโ€ฆ Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 8. The core insightโ€ฆ โ€œDo what you do so well that they will want to see it again and bring their friends.โ€ - Walt Disney Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 9. Customer experience correlates to loyalty 30% Amount above or below industry average for Temkin Loyalty Rating 20% 10% 0% -20% -15% -10% -5% 0% 5% 10% 15% 20% -10% Amount above or below industry average for -20% Temkin Experience Rating Base: 143 companies Source: Temkin Group Q1 2011 Consumer -30% Experience Survey Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 10. Financial services loyalty is up for grabs Top 2-box percentage on 7-point scale 43% Banks 45% 56% 42% Credit card issuers 44% 53% Likely to recommend Unlikely to switch 47% Likely to buy more Insurance carriers 43% 60% 54% Investment firms 48% 63% Base: US Consumers Source: Temkin Group Q1 2011 Consumer Experience Survey Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 11. Rate the overall customer experience that your company delivers Better than all companies in 2% any industry 7% The best in our industry 5% Considerably above industry 28% average Slightly above industry average 25% Average for our industry 27% Slightly below our 10% industryaverage Considerably below industry 3% average The worst in our industry 0% Base: 169 companies with $1 billion or more in annual revenues Source: Temkin Group Q4 2010 Survey Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 12. Rate the overall customer experience that your company delivers Better than all companies in 2% any industry 7% 60% The best in our industry 5% Whatโ€™s your goal Considerably above industry 28% in three years? average Slightly above industry average 25% Average for our industry 27% Slightly below our 10% industryaverage Considerably below industry 3% average The worst in our industry 0% Base: 169 companies with $1 billion or more in annual revenues Source: Temkin Group Q4 2010 Survey Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 13. 2011 Temkin Experience Ratings Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 14. Financial services firms know that they need to do better Companies that rate these experiences that their company delivers as โ€œgoodโ€ or โ€œexcellentโ€ Phone agent experience 61% In-store experience 46% Web experience 46% Phone self-service experience 35% Mobile experience 28% Social media experience 26% Cross-channel experience 17% Base: 54 financial services companies with $500 million or more in annual revenues Source: Temkin Group Q4 2010 Survey Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 15. Four customer experience megatrends โ€ข Customer Insight Propagation โ€ข Customer Service Rejuvenation โ€ข Interaction iPodization โ€ข Social Media Assimilation Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 16. Customer Insight Propagation A major shift in market researchโ€ฆ Statistical analysis Contextual insights Hypotheses about the Observations drawn from business created from an data that resonates with an analysis of significant understanding of the variations in the data business Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 17. Customer Insight Propagation Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 18. Customer Service Rejuvenation Base: 144 companies with $500 million or more in annual revenues Source: Temkin Group May 2010 Survey Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 19. Customer Service Rejuvenation Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 20. Interaction iPodization Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 21. Interaction iPodization Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 22. Interaction iPodization Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 23. Social Media Assimilation Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 24. Social Media Assimilation How consumers give feedbackโ€ฆ Told friends about it via 51% email, phone, or in-person 63% Sent feedback directly to the 21% company via a call, letter, email, or on their Website 34% Wrote something about it on 13% After a VERY Facebook 20% GOOD Put a comment or rating about the experience 7% company on a 3rd party site like Yelp or TripAdvisor 11% After a VERY BAD experience 3% Wrote something about it on Twitter 4% Base: US Consumers Source: Temkin Group Q1 2011 Consumer Experience Survey Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 25. Social Media Assimilation A few tips on social media common sense: โ€ข Donโ€™t ignore existing customer conversations. โ€ข Listen first, long before you start responding. โ€ข Donโ€™t overreact to Daveโ€™s Guitar. โ€ข Get brand promoters to speak for you. โ€ข Donโ€™t lose sight of who you are. Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 26. Thank you! Bruce Temkin Customer Experience Transformist & Managing Partner TEMKIN GROUP www.temkingroup.com Email: bruce@temkingroup.com Phone: 617/916-2075 Twitter: @btemkin Blog: Customer Experience Matters (experiencematters.wordpress.com) Copyright ยฉ 2011 Temkin Group. All rights reserved.
  • 27. The Case for Self-Service as a MegaTrend 27
  • 28. A Myriad of Channels Traditional + Digital + Mobile 28
  • 29. 24x7 โ€“ 365 World 29
  • 31. Your Customers WANT to Self-Serve! 31
  • 32. CIBC 32
  • 33. CIBC Bank Results โ€ข Emails decreased by 50% โ€ข Calls decreased by 25% โ€ข "Voice of Customer" data informing web/product โ€ข Single message via web, mobile and e-mail agent
  • 34. ING 34
  • 35. ING Direct โ€“ Improvements in FCR 45,000 40,000 35,000 30,000 25,000 Escalations before IR 20,000 Escalations after IR 15,000 10,000 โ€ข50% reduction in 2nd line escalations 5,000 0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 35
  • 36. Social Media โ€ข Can be creatively included in Facebook Walls, Twitter, Digg, Delicious and other social platforms
  • 37. Actionable Insights โ€ข How do I switch my account? โ€ข How do I know XXX is right for me? โ€ข What is XXX switch mortgage? โ€ข What is the XXX switch kit? โ€ข What is the new switch program? โ€ข How do I switch from my current bank? 37
  • 38. Actionable Insights โ€ข When does your Android app come out? โ€ข Why do you only offer an iphone app? I use Android. โ€ข Mobile banking - does it work on an HTC Desire Smart phone? โ€ข Where is the android app? I was excited to see you promoting mobile banking, but releasing via itunes and only for iphone was a disappointing move. โ€ข Will there be an application for the android mobile phone operating system as other banks already have? 38
  • 39. Thank-You HAVE A QUESTION? New Whitepaper: Is Web Self-Service Right for You? http://www.intelliresponse.com/White-Papers/ Copyright ยฉ 2011 Temkin Group. All rights reserved. Copyright ยฉ 2010, IntelliResponse Systems Inc. All rights reserved. The trademarks identified herein are the trademarks or registered trademarks of IntelliResponse Systems Inc. or other third party.

Editor's Notes

  1. .
  2. Perhaps the most interesting trend affecting the newfound drive towards self-service is the final one Itโ€™s a fact that the modern customerdemonstrates a major โ€” and increasing โ€” appetite for self-service, yet what is interesting is that some companies continue to run their operations as if customers prefer to interact with them live. Itโ€™s simply not the case!!! -- use example of waiting in line at an ATM or Airport Kiosk โ€“ JUST to serve yourself โ€“ when the bank line or ticket line is wide openโ€ฆ-- Self Service is a modern imperative on the customer interaction landscape โ€“ and it matters how effectively your organization can deploy itโ€ฆ.A recent study of 75,000 B2C and B2B customers by the corporate execute board and published by Harvard Business Review confirms this notion by stating thatโ€œ57% of inbound contact center calls come from people who first attempted to resolve their issue on the website.โ€And over 30% of callers are on the website at the same time that they are talking to a rep on the phone.
  3. ย