Customer demand for simplified experiences continues to rise and never more has this been so prevalent in the financial services sector. Hardly surprising considering the complexity of lives today and the sheer volume of critical choices that need to be made on a daily basis. The most successful brands are wise to the reality that to be loved is not the primary objective. What’s more critical is to be truly essential in the ways that matter most. Defined by knowing how to add value rather than complexity. Respected for delivering simple and straightforward products and services that people actually understand and have need for. Our EMEA Strategy Director, Liana Dinghile provided insights into the leaders and laggards of the global pack of brands vying for that all-important, but alarmingly elusive, customer favour at the Financial Services Forum Annual Member's Conference. Shedding light on the new disruptors who are rewriting the rules of service delivery and elevating customer expectations to a whole new level by: - Empowering people - Reimagining the experience - Removing friction In a complex world, #SimplicityPays

1. Simple is Smart
in any language
Liana Dinghile
Financial Services Forum
24 March 2015

2. 2
70% of
consumers are
more likely to
recommend a
brand because it
provides simpler
experiences and
communications

3. 3
Customer demand for simplified
experiences continues to rise.
Hardly surprising.

4. 4
Annually, we measure the perceived
simplicity or complexity of brands in relation
to their industry peers.
12,318 customers
8 countries
X1 annually

5. 5
Industry investment in simplified
experiences continues to vary.
Always surprising.

6. 6
A stock portfolio comprised of the
publicly traded simplest brands in our
Global Top Ten has outperformed the
major indexes for over 5 years.
Because simplicity does pay
+170%
Average outperformance over 5 years

7. 7

8. 8

9. 9

10. 10

11. 11
Simplicity Premium
Brands can reap real financial rewards
from embracing simplicity based on
the premium people are willing to pay.
Too often money is left on the table and
opportunities are missed to bring a
welcome value to people’s lives.

12. 12
Simplicity Premium
In the banking sector alone people
are prepared to pay 4.1%* for
simplified experiences. Particularly in
the Middle East, India and China.
$
£
€
*Global average

13. 13
Simplicity Premium
A reality that is not lost on the global
financial sector as they prioritise
investment in greater transparency,
clarity and trust.

14. 14
Every interaction in every
channel is an opportunity to
demonstrate simplicity and
clarity…particularly important
for customers searching for a
financial services partner.
Troy Williams, American Express

15. 15
World leaders in Simplicity
Not only are Germans masters of efficiency, they
boast three brands in the Global Top 10 for
Simplicity too.
3 out of 10
ain’t bad

16. 16
World leader in Simplicity
ALDI offers high quality at low prices with a
trimmed-down approach that makes decisions
easier and the shopping experience basic,
but rewarding.
- Simplicity
- Consistency
- Responsibility
#1 Global

17. 17
Leader
In the UK, First Direct was the highest
ranking financial services brand.
Celebrating its 25th Anniversary, it
continues to be appreciated for its
‘unexpected’ simplified banking and
customer centricity.
#10

18. 18
Laggard
For HSBC, it’s been a steady decline from
the middle of the pack to the Bottom 10
of the Global Brand Simplicity Index.
Respondents say customer service
leaves them with the impression that the
bank, not the customer, comes first
making “everything harder than it needs
to be.”
#80

19. 19
Challenger
Putting the emphasis on customer
relationships and competing on service
and convenience.
Staying true to the philosophy that sales
and profits are purely a by-product of
satisfied customers.
- Localise
- Personalise
- Amaze
Disrupter
é

20. 1,000 acts from 1,000
different people. That’s
when customer is truly at
the heart of the business.
Thomas Mueller, Chief Experience Officer, Siegel+Gale

21. 21
Redeemer?
“We should try to eliminate
things that unnecessarily
piss people off”
MichaelO’Leary
#89 (out of 90)

22. Customers don’t necessarily
stay when they’re satisfied,
but they’re more likely to
leave when they’re not.
Don Peppers, Peppers and Rogers Group, Branding Roundtable 2014

23. 23
The most successful brands
don’t try to be loved. They
succeed in being essential in
every way that matters.
Simplicity for them is the
ultimate disrupter.

24. 24
Empowering
People
Side-stepping
traditional industries
Reimagining
Experience
Turning experiences
into moments
of delight
Saving
Time
Delivering services
to people where
and when they
need them
Removing
Friction
Eliminating
everyday pain
points
Simplicity as the ultimate disrupter

25. 25
A new generation: Experience disrupters

26. 26
A new generation: Airbnb
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime
Sidestepping traditional industry
protocols and shifting power to
consumers. Airbnb combined an
increasingly popular homestay trend
with the spirit of the sharing economy.

27. 27
A new generation: OVO energy
OVO energy see the value of developing
innovative technologies to improve customer
experience and engagement. Committed to a
long-term transformation into a social brand,
their mission is to encourage people to
discuss the energy sector as well as share
energy saving tips.
82%
Moneysupermarket.com Poll
Rated OVO Energy ‘Great’
for customer service making
them number one ahead of
all 27 energy suppliers.
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime

28. 28
A new generation: Uber
Uber has taken the world by storm, quite
literally tapping into the desire for instant
service that adds value to our lives by
making them ever more seamless.
Not content with a mere transactional
positioning, Uber has landed with a
sense of purpose that goes a lot further
than A to B.
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime

29. The growing ubiquity of
smartphones and the
experience that consumers
have with online giants like
Amazon are quickly
reshaping what is
expected of retail banks.
Monica Woodley, Editor, Economist Intelligence Unit

30. 30
A new generation: Technology
Technology companies are also changing the
priorities of the world’s major banks and pose
the biggest threat over the next 5 years. But
also potentially the greatest opportunity.
36%
The Economist Intelligence unit 2015
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime

31. 31
A new generation: Nutmeg
An opportunity being seized by new
brands such as Nutmeg who seek to
demystify and open up markets like
any good challenger would. But
through simplicity, not force.
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime

32. 32
Traditions are there to be
broken. Trust is there to
be earned.
The customer is now on
both sides.

33. 33
A new generation: Etihad
Pure in their mission to transform how
people see air travel and to make each
journey remarkable. Etihad haven’t
departed the traditions of hospitality,
they’ve reinvented them with their
people front and centre.
Empoweringpeople
Reimaginingexperience
Removingfriction
Savingtime

34. 34
Putting simplicity at the heart of the customer experience
Clear Purpose
Engaged People
Focused Offer
Refreshing Service

35. #SimplicityPays
Financial Services Forum
March 2015