Bank 3.0 : Why Banking Is No Longer Somewhere You Go But Something You Do.

• Κύριος συγγραφέας: King, Brett
• Μορφή: Ηλ. βιβλίο
• Γλώσσα: English
• Έκδοση: New York : Wiley, 2012.
• Θέματα: Banks and banking.; BUSINESS & ECONOMICS > Banks & Banking.; Electronic books.

The first edition of BANK 2.0 took the financial services world by storm and became synonymous with disruptive customer behaviour, technology shift and new banking models. In BANK 3.0, Brett King looks at the latest trends that are redefining financial services and payments. From the global scramble...

Πίνακας περιεχομένων:

• Bank 3.0: Why Banking Is No Longer Somewhere You Go, but Something You Do; Copyright; Contents; Acknowledgements; Introduction; Part One: Changes in Customer Behaviour; Chapter 1: The Demands of the Hyperconnected Consumer; Psychological impact; Process of diffusion; The four phases of behavioural disruption; Retail banking disruption and the de-banked; Utility and service are the new differentiators; Key lessons; Chapter 2: The ROI of Great Customer Experience; Channel silos; Organisation structure; Widespread dissatisfaction signals the need for change.
• The branch versus online versus mobile debateWhich product works best on which channel?; Breaking bad inertia; Account opening and administration; What's my account balance?; Why is inertia such a problem?; Conclusions and key lessons; Part Two: Rebuilding the Bank; Chapter 3: Can the Branch be Saved?; Always banking, never at a bankTM; The core function of the branch in the 21st century; Should you be building Apple Stores?; The psychology of branch interactions; Branch innovations built to engage; The flagship brand store; Bank-shops; Pop-up branches; The "third place."
• Automated and self-service branchesThird-party branches; What happens when they don't visit anymore?; Branch improvements today; Key lessons; Chapter 4: Onboard and Engaged-The Ecosystem for Customer Support; The need for better support; Twitter is real-time and fast; Twitter can be as personal as face-to-face; Use the Direct Message feature of Twitter; Twitter shows great service values to prospects too; Facebook as a support channel?; Siri, Lola, Skype and VoIP; Avatars replacing IVRs; Are you learning from what you measure?; When a consumer wants to become a customer.
• Customer-centred means organisational changeFrom branch-led to customer-led; PERSONAL LOAN; From selling to service-selling; Responsive architecture; Forget the empire-building-no one owns the customer; Conclusions: Tactical channel improvement; Key lessons; Chapter 5: Web-Why Revenue is Still So Hard to Find ... ; Why aren't we buying more online?; The false comfort of compliance and process; What sells online?; Findability and Context; Usability; Stage 1: Informal whiteboard sketch; Stage 2: Formal Sketch (Lo-Fi) ready for usability test; Stage 3: Creative concept and implementation.
• Screen (Web/Tablet/Mobile) firstCross-sell to existing customers; Combating banner blindness; Internet channel improvement today; Key lessons; Chapter 6: Mobile Banking-Already Huge and It's Just Getting Started; The greatest device ever sold; Mobile's ability to shift banking; The landscape; Mobile banking delivery versus payments; Mobile in Commerce; Bringing banking to the unbanked; The mobile as a bank account; What does the future hold?; Beyond the App Store; Key lessons; Chapter 7: The Evolution of Self-Service; Self-service banking-where it all started; The drive for efficiency.