financial services in a digital age
TRANSCRIPT
FINANCIAL SERVICES
THE FINANCIAL SERVICES
DIGITAL AGELOYALTY IN A
10 KEY INSIGHTS FOR
LOYALTY PROFESSIONAL
FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
OVER THE PAST DECADE OR SO WE HAVE WITNESSEDA DIGITAL TRANSFORMATION TAKE PLACE.
WITH NEW TECHNOLOGY HELPING TO SHIFTTHE DEMANDS OF THE MODERN-DAY CONSUMER,
THE MODERN DAY LOYALTY PROGRAMME MEMBER.AND OF COURSE,
FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY1/16
TO UNDERSTAND THIS MORE, WE SURVEYED 2,500 MEMBERS OF BOTH FINANCIAL SERVICES AND TRAVEL LOYALTY PROGRAMMES.
United Kingdom
750
United States1,000
South-East Asia500
THE MIDDLE EAST
250
FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY2/16
AND WE'VE SHORTLISTEDTEN OF THE MOST INTERESTING FINANCIAL
SERVICES RELATED STATS AND FACTS...
FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY3/16
A LARGE AND RELEVANT BASE
81% OFOUR RESPONDENTS
...WERE MEMBERS OF A RETAIL BANKOR CREDIT CARD LOYALTY PROGRAMME.
FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY4/16
ONLINE ENGAGEMENT
84% OFTHESE MEMBERS
...PREFER TO ENGAGE ONLINEWITH THEIR LOYALTY PROGRAMME.
1FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY5/16
MAXIMISE THE ENGAGEMENT OPPORTUNITY
62% OF MEMBERS
IS OF COURSE IMPORTANT, IT WAS INTERESTING TO SEE...
WHILST ONLINE ENGAGEMENT
STATING THAT THE ABILITY TO UTILISEPOINTS BOTH ONLINE AND IN-STORE,
WAS ‘IMPORTANT’ OR ‘VERY IMPORTANT’.
2FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY6/16
EARNING THEIR TRUST
70% of members
THEIR PERSONAL DATA TO ANYONE, AS...
WHEN MEMBERS DO ENGAGE,THEY WON’T HOWEVER JUST BE HANDING OUT
...STATED THAT DATA SECURITY INFLUENCES THE BRANDS THEY CONSUME WITH.
3FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY7/16
EMBRACING DIGITAL DISRUPTION
62% OF RESPONDENTS
MEMBERS ARE ALSO EMBRACING DIGITAL PAYMENT METHODS, WITH...
...HAVING USED PAYPAL
IN THE LAST YEAR.OR SIMILAR SERVICES.
4FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY8/16
THE DEMAND FOR DIGITAL WALLETS
55% STATING
DIGITAL WALLETS ARE ALSO TAKING A MORE PROMINENT PLACE
IN OUR MEMBERS LIVES, WITH...
...THAT THEY ARE USED EITHER DAILY, OR AT LEAST ONCE A WEEK.
5FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY9/16
SILVER PAYMENTS
79% SAYING
BABY BOOMERS ARE ALSO PERHAPSMORE ADVANCED THAN WE THINK, WITH...
...THEY’VE MADE A PAYMENTONLINE WITH A PC, OR A LAPTOP.
6FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY10/16
EARNING WHILE SPENDING
52%OF MEMBERS
BEING ABLE TO EARN CURRENCYON THEIR EVERYDAY SPEND
IS ALSO IMPORTANT, AS...
ASPECT OF THE PROGRAMME. ...SAID THAT THIS WAS THEIR FAVOURITE
7FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY11/16
ROOM FOR IMPROVEMENT
WHEN IT COMES TO REWARDS, JUST...
OF THEIR LIFESTYLES AND HOBBIES.
37% OF MEMBERS
...SAID THAT THEIR PROGRAMME OFFERS THEM REWARDS THAT ARE REFLECTIVE
8FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY12/16
A WIDER RANGE OF REWARDS
63% OF MEMBERS
...STATED THAT THEY WANTA WIDER RANGE OF OFFERS AND REWARDS
IN THEIR PROGRAMME.
9FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY13/16
BURNING DRIVES EARNING
64% OF MEMBERS
AND FINALLY NON-CORE REWARDS HAVE A POSITIVE
PRODUCTS WITH THE SAME BRAND.
OVERALL EXPERIENCE ON YOUR BRAND, WITH...
...WHO HAD REDEEMED THEIR POINTS/MILESON NON-CORE INVENTORY SAYING THEY
WENT ON TO BUY CORE INVENTORY
10FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY14/16
INTERESTED TO KNOW MORE?
Collinsonlatitude.com C_Latitude #DigitalLoyalty
More innovation, more connectivity, more choice: the demands of the modern-day
programme member
A COLLINSON GROUP COMPANY
COMMERCEIN A DIGITAL AGE
LOYALTY
IN A DIGITAL AGE EBOOK BELOW...AT OUR NEW LOYALTY COMMERCE
THEN PLEASE TAKE A LOOK
FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY15/16
INTERESTED TO KNOW MORE?
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FINANCIAL SERVICES LOYALTY IN A DIGITAL AGE
A COLLINSON GROUP COMPANY16/16