efinancials 2010 pol navarro - banco sabadell

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Banks should be prepared for the customer of tomorrow today

BancoSabadell

Pol Navarro – Head of Direct Channels and Innovation, Banco SabadellAmsterdam, November 2010

Emerce efinancials

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Banco Sabadell

4th largest banking groupin Spain

Focused on commercial banking

More than 1.500 branches and 2.5 million customers (*)

(*) After Banco Guipuzcoano integration

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How is the customer of tomorrow?

Customers are permanently online

Penetration of mobility (+100%)

“Social networked”

Mobile, Internet and TV convergence

Phones with more and more capacities

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Customer experience / lifecycle

Service

Listen

CommunicateEngage

SalesNew digital environmen

t

New digital environmen

t

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Customer experience / lifecycle

Service

Listen

CommunicateEngage

SalesNew digital environmen

t

New digital environmen

t

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Direct branch – Customer service

24x7 1Available

24 hours a day, 7 days a week

Resolving any service enquiry in max 1 hour

Through the channel

selected by the customer

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Direct branch – Customer service on twitter

First Spanish bank using twitter as customer service channel First Spanish bank using twitter as customer service channel

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Mobile usage growth

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BS Mobile – Our mobile banking service

First European bank with an iPad mobile banking app* First European bank with an iPad mobile banking app*

* According to Finextra

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BS Mobile – Strong promotion of the service

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BS Mobile – Strong promotion of the service

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BS Mobile – Strong promotion of the service

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BS Mobile – High usage by our customers

Most used phones

iPhone / iPad

63%

BlackBerry

16%

Nokia / Android

13%

Active users

2010

10% of online banking customers

Target 2011

30% of online banking customers

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Customer experience / lifecycle

Service

Listen

CommunicateEngage

SalesNew digital environmen

t

New digital environmen

t

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Listen to your customers and employees

More than 2.500 ideas generated by our customers and employees More than 2.500 ideas generated by our customers and employees

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Customer experience / lifecycle

Service

Listen

CommunicateEngage

SalesNew digital environmen

t

New digital environmen

t

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Where are your customers?

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More Time Spent Social Networking Than on Email(source: Nielsen Online)

YouTube and other online video sites are stealing viewers away from TV in the UK(source: BBC)

Where are your customers?

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Video content is the king

Channel with more views thanks to Pep Guardiola’s commercial “Making Of” Channel with more views thanks to Pep Guardiola’s commercial “Making Of”

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Video content is the king

Resumen actividad 30 días 24 h Incremento

Visitas Sala de Prensa 1.160 289 x 7 Imágenes vistas 3.850 405 x 3 Videos vistos 2.527 23.904 x 284 Comentarios twitter 30 94 x 94 Comentarios facebook 15 26 x 52

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Engage your audience

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Customer experience / lifecycle

Service

Listen

CommunicateEngage

SalesNew digital environmen

t

New digital environmen

t

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Customer acquisition through online channels

Decides to open a new account with the bank

Notified of his local branch

NEW CUSTOMER

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1

Account opening form fullfillment

2 BRANCH

New contract signature

Cross-selling of products

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DIRECT BRANCH

Follow-up of the new customer (e-mail / call)

New customer setup

4Impacts

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Customer acquisition through online channels

Customer acquisition

2010

3% of customer acquisition online

Target 2011

10% of customer acquisition online

Service transactions

2010

75% of service transactions online

Target 2011

90% of service transactions online

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Conclusions

Immediacy It’s real-time, not multi-channel anymore

Social interactivity Join the conversation and manage

your community

Everywhere Infinite touch points (Tablets, TV, e-books, etc.)

Online Sales Internet is your “flagship store”

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Thanks!

Thanks for your attendancePol Navarro GonfausHead of Direct Channels and InnovationNavarroP@bancsabadell.com @polnavarro