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What does a great customer journey look like?

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“Small businesses now are much less tolerant of having their time wasted than they were in the past. There’s an expectation that you ought to be able to do most things online,” says George Bevis, CEO of Tide, which lets you sign up for a small business account in 3 minutes.

So what does a great customer journey look like, and how do you market this?

Learn how George and other FinTech startups, as well as traditional banks, are attracting new business by disrupting SME banking. FinTech Influencer and 11:FS CEO David Brear will also help you learn:

-- The pain points of SME customers and how innovative companies like Xero are giving them their lives back
-- How technology is affecting everything from invoicing to SME lending
-- The moments that matter most in the SME customer journey
-- How incumbents like Santander and new players like Kabbage work together to create better customer experiences
-- How PSD2 could benefit customers, and an overview of Treating Customers Fairly regulation
-- What the future of marketing to SMEs could look like
-- The difference in approach between FinTech and incumbents in getting people to adopt products

Publicado en: Marketing
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What does a great customer journey look like?

  1. 1. SMEs Disrupted Lessons you need to learn to improve the customer journey. Pete Steger Head of Business Development at Kabbage Featured Speakers Luka Ivicevic Co-Founder and Head of Growth at Penta George Bevis CEO of Tide Sigridur Sigurdardottir Chief Customer and Innovation Officer UK at Santander
  2. 2. Hosted by 11:FS / LinkedIn Moderated by David M. Brear, Co-Founder and CEO of 11:FS David is CEO and Co-Founder of 11:FS. Named amongst the Top 100 Most Influential FinTech Leaders of 2016, he's one of the most recognized and influential people in financial services. At Lloyds Banking Group and Aviva, David delivered large-scale digital transformations, then led Gartner's Global Digital Banking practice before founding 11:FS. @davidbrear
  3. 3. Discussion Points The pain points of SME customers and how innovative companies are giving them their lives back The moments that matter most in the SME customer journey How incumbents and new players work together to create better customer experiences How regulation can benefit customers What the future of marketing to SMEs could look like The difference in approach between FinTech and incumbents in getting people to adopt products
  4. 4. SME Market Overview Customer demand • needs, challenges, jobs to be done Regulation • PSD2, micro enterprise, Treating Customers Fairly Technology • disruption, new competition, partnering, opportunities
  5. 5. Taking the pain out of the account opening process Mobile only offering Accounts tailored to specific segments
  6. 6. One-stop shop on desktop
  7. 7. An array of choices for SMEs
  8. 8. SMEs Disrupted Kabbage Small business loans for the real world. Get quick access to working capital with a Kabbage line of credit. Penta In a world of AirBnB and Uber, why can’t business banking be just as easy? We're building the most powerful business bank account in Europe and we want you with us. Tide Get the business banking service you deserve. Tide is a business current account packed with powerful tools that save you time and money Santander Our purpose at Santander UK is to help people and businesses prosper. We are a leading financial services provider, offering a wide range of personal and commercial financial products and services.
  9. 9. Thank you Sigga Sigurdardottir Managing Director - Chief Customer and Innovation Officer Santander uk Sigga Sigurdardottir Chief Customer and Innovation Officer Working Capital for SMEs at Santander
  10. 10. Thank you Sigga Sigurdardottir Managing Director - Chief Customer and Innovation Officer Santander uk Accessing growth capital that works for me is hard. Prue “ ”
  11. 11. WorkingCapitalLoans Santander Working Capital Loans with Kabbage is now available for all UK clients off the success of the November 2016 Beta launch First completely paperless product within Santander (and the UK for Business from a major bank) Simple online application Fully mobile responsive Approved credit limit in minutes Loan funds within 24 hours Transaction level scoring with potential to link to eBay, PayPal to be able to make a better lending decisions based on real business performance Ideation approved (exco)Oct - 2015 Core team set-upNov - 2015 Kick-offDec- 2015 DiscoveryJan - 2016 DesignMarch - 2016 BuildMay - 2016 TestingJuly - 2016 Alpha (closed customer) launch August - 2016 Beta (external) launch November - 2016
  12. 12. SMEs disrupted Kabbage https://www.kabbage.com Penta http://www.getpenta.com Tide https://www.tide.co Santander http://www.santander.co.uk 11:FS https://11FS.com Linkedin http://linkedin.com

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