The YOUniverseof Consumer 3.0

5 hand-to-hand fighting guidesfor financial institutions

successful communication

2014

Alexander Dourchev, All Channels Communication Group

BG realityWorld trends

а. Utopia

b. Feasibility

People are most sensitive to their money.

A. Hassiotis„„

How many pieces for you?

to keep current clients,

to attract new clients and

to create stable loyalty to our brands...

on every PRICE

(with floating rate for 35 years)

Congrats on your new profitable home

Call me anytime!

If you couldsomehow securethe credit line

Easy moneyunder the best

conditions...

... During the promo period

Great deal!

plus 3 kinds of taxes

Can we fix the bill?

Still cautious

Even more(over)informed

Consumer 3.0 82%

think, that the companies collect too much info

about them

86%

Are trying to hidetheir online

activities

Adobe, June 2013Pew Research Center, Sep 2013

47%

Will sharetheir location to get an offer

49%

Are willing to make biometric

payments

Somewhere in … … the YOUniverse

But ...

5 suggestions of … what the YOUniverseanians want

№1: Be honest and ... fun

90%

Expect brand honesty about their products characteristics

49%

It is important for the brands to listen and answerhonestly and timely

10%

This is happening

According to

Nobody expects you to be a saint …... but to

be mature

№2: Be involved (reasonably&daring)

71%

Expect the companiesto solve social issues

39%

Of them do

Only Но...

37%

The business exploits profitable issues

№3: Share personal concern

67%

It is important for the bank officeto be nearby

19%

use it often

Only 58%

Prefer the bank officeto close in order to

to reduce their taxes

Но ...

Despite all that...

54%

The live contact matters the most

Mitel, October 2013

№4: Be in the center of the experience

50%

want references forspecific products

But ...

34%

want personalized Internet pages

70%

personalized lettersneglect

Activity-based marketing

№5: Get to know what your clients want ... tomorrow

THE PERSONAL OFFER IN THE RIGHT TIME

Predictive banking Big data

Social media

Online activity

Physical purchases

CRMMarket analysis

90%

Of the data arelost profits

Thank you