Customer Services & ICT in banking

1. Customer Services & ICT in banking

2. Who are we? • Jenny Carter • Customer Services Manager • Mark Rixon • HSBC Premier Relationship Manager • Helen Kellaway • HSBC Premier Centre Co-ordinator

3. Agenda • The HSBC brand • Change in consumer behaviour • Customer Services in banking • Current & future technology • Q&A

4. The World’s biggest banking brand HSBC 1st 87 different countries 41 million personal customers 3.2 million business customers

5. Who are our customers? • Premier league footballers • Politicians • Household business names • TV presenters • Newspaper editors • Just about anyone!

6. All have different needs All deserve exceptional service

7. Change in consumer behaviour TRADITIONAL customer: Often introduced by family or employer Often affluent Loyal Trusted their bank Did not question

8. Change in consumer behaviour TODAY’S customer: Makes informed choices Comes from all walks of life Is not loyal Is more sceptical of banks Aware of consumer rights

9. No.1 issue for today’s bank customers?

10. Source: Ernst & Young, 2010

11. 45% of customers in Europe no longer trust their bank UK customers trust their bank least Only 11% of UK customers are ‘very loyal’ Source: Ernst & Young, 2010

12. Double whammy! • Banks have to work harder to restore trust • Banks have to work harder to compete • with one another

13. Working in 2s or 3s • List places which offer a banking service

14. All fighting for customers’ business HSBC NATWESTCO-OPERATIVETESCO LLOYDS TSB BARCLAYS SAINSBURYS NATIONWIDESANTANDER COUTTS FIRST DIRECT RBS HALIFAX VIRGINM&SPOST OFFICE EGGYORKSHIRE ……

15. So how do we: • attract new customers • satisfy existing customers • encourage recommendation

16. By providing excellent customer service!

17. Customer Service in Banking • Deliver products to customer needs • Segmentation • Checking customer satisfaction • Building rapport and trust • Encourage recommendation

18. Segmentation Amanah Bank Account Bank Account Bank Account Pay Monthly Basic Bank Account Gap Year Service Graduate Bank Account HSBC Passport International Personal Account My Account Pre-Student/ Early Bird Account Student Bank Account HSBC Premier Account HSBC Advance

20. We want extreme satisfaction! • How satisfied were you with your last visit? • Did the member of staff give you their undivided attention? • Did the member of staff explain everything clearly and simply?

21. Building rapport and trust • Make the customer feel comfortable • Break the ice • Listen actively • Mirror the customer • Be genuine

22. If customers trust us, they are more likely to: • Bring more business • Recommend to others

23. ICT in the banking industry Past technology • Cheques with MICR • Card facilities • Branch network with limited IT

24. Present technology Internet Telephone High tech branches Intermediaries, e.g. Paypal NFC banking Mobile banking

25. Banking revolution in Turkey

26. The dark side of technology…. • Protect customers against fraud • Protect employees against colleagues • Protect company reputation

27. Examples of fraud • Identity theft • Account take over • Phishing • Fake websites • ATM devices • Scams • Social Engineering/social networking

28. Future banking technology

29. Voice recognition • Chip technology • Customer behaviour analysis • Connected television/ hybrid t.v. • Cloud banking. e.g. Google Wallet

30. Voice recognition V member of staff: MachineHuman Costs £5,000 Costs £25,000 60 calls at a time 1 call at a time Cost per call 10p Cost per call £3

31. Good News! More than 1 in 4 of You will live to over 100 years old! Source: http://www.thisismoney.co.uk/money/pensions/article-2037230/Starting-job- Dont-expect-state-pension-youre-72-experts-warn.html

32. Your ideas count! How do you see the future?

33. Imagine climbing into a time machine and setting the dial to the year 2094. How do you think banking IT will look?

34. Any questions?