The word bank immediately depicts the picture of queuing in branches, limited quality products, and legacy processes ( e.g. time to process transfer or payments, etc…). The list goes on and on whether it is overdraft charges, processing/ service fees, overseas call centre. Although in the past, prior to the digital revolution, communication and processing were performed physically and was an important valued service appreciated by its consumers (Change is inevitable, Importance of a brand’s digital behaviour). However in the digital age, this will change with the introduction of financial capabilities not through new capabilities from existing incumbent banks but by new players outside the financial sector.
What will these players offer? Will they offer radically different products, new approach(s) to customer service and radically different ways of integrating to the customer’s ecosystem offering customers genuine and value added financial services? Or will these new ventures, like many of our existing banks, simply pay lip-service to such ideas?
What would we expect these new ventures to provide? To say the least the following:
- Fewer but relevant and value-based products base on the customer’s preferences. Keep it simple, make it fun, empower the customer.
- Financial services anywhere anytime (Omni-digital). Ubiquitous and available when we need any forms of financial services through the customer’s ecosystem. Services that interstate with their connected life.
- Personalized services and recognition. Knowing the customer personally. Listening to the customer
- QR code a standard for payments where payments happens instantly with limited to no infrastructure required
- Work the way customers work. Be where they are, be there all hours, respond now.
- Be the kind of financial services that I want to work with: be involved.
- Rate and fee sensitive/ free
- Be the overall financial caretaker. True advisory relationship.
What are your expected capabilities?