MASTERING CUSTOMER LOYALTY IN THE OPEN BANKING ERA. Andreas Marneris Head of Loyalty Programs

Transcription

1 MASTERING CUSTOMER LOYALTY IN THE OPEN BANKING ERA Andreas Marneris Head of Loyalty Programs

2 WHAT IS OPEN BANKING?

3 What is open banking?

4 KEY FACTORS in the Open Bank Era What is open banking?

5 01. Bank Image What is open banking?

6 02. Trust What is open banking?

7 03. Prices What is open banking?

8 04. Switching Cost What is open banking?

9 05. Customer Satisfaction What is open banking?

10 06. Service Quality What is open banking?

11 07. Value Adding Services What is open banking?

12 PRIME EXAMPLE: LOYALTY PROGRAMS

13 WHY?

14 It is an ECOSYSTEM that challengers cannot replicate or will need time to build Why?

15 01. Why? Reward Everyday Transactions

16 02. Why? Special offers / promotions from participating merchants

17 03. Why? Deposits Group Sales Account Anchor product for developing core banking relationships New Product Acquisition

18 PROGRAM DESIGN ELEMENTS

19 01. Timing of Benefit Program Design Elements

20 02. Type of Benefit Program Design Elements

21 03. Perceived Benefit Program Design Elements Recognition

22 PILLARS OF SUCCESS

23 01. Simplicity Pillars of Success

24 02. Transparency Pillars of Success

25 03. Personalization Pillars of Success

26 04. Ease of use Pillars of Success

27 05. Emotions Pillars of Success

28 PISTROFI PRESENTATION

29 pistrofi PISTROFI is the most distinguished loyalty program in Greece, with over participating merchants that rewards in real pistrofi euros pistrofi Presentation

30 pistrofi pistrofi Presentation All Eurobank Credit and all Debit cards participate in pistrofi pistrofi is internationally acknowledged, as one of the best loyalty programs worldwide 30

31 WIN-WIN-WIN APPROACH

32 pistrofi Customer Win Win - Win Approach Win-Win-Win Approach Bank Merchant

33 PISTROFI STRENGTHS

34 01. Simplicity pistrofi Strengths No registration Euros earned at customer level, independent of number of cards Real time collection - redemption

35 02. Transparency pistrofi Strengths Only loyalty program to reward in real euros (not points or vouchers or gifts)

36 02. Transparency pistrofi Strengths Multiple points of information

37 03. Personalization pistrofi Strengths Data is key Know Your Customer at each lifecycle

38 04. Ease of use pistrofi Strengths Instant collection / redemption in over merchants in Greece Partial or full redemption at any purchase, without restrictions / conditions

39 05. Emotions pistrofi Strengths Rewards all transactions from simple day-to-day purchases to the most luxurious impulses, enhancing customers need for recognition & reward

40 EVERYDAY LIFE COVERED

41 Indicative areas Everyday life covered Supermarkets Gas Stations Technology Airlines

42 Indicative areas Everyday life covered Clothing / Homeware / Cosmetics Kids Leisure Hotels /Restaurants

43 NUCLEAR WEAPON: PISTROFI MOBILE APP

44 pistrofi Mobile App Features of success in a mobile-first environment : - Messaging - Content - Personalization - Location - Analytics - Campaigning - Gamification Nuclear Weapon: pistrofi Mobile App

45 pistrofi Μobile App PISTROFI MOBILE APP IS No1 in downloads amongst all Greek loyalty programs Nuclear Weapon: pistrofi Mobile App

46 Nuclear Weapon: pistrofi Mobile App

47 Campaigning Nuclear Weapon: pistrofi Mobile App Member-get-Member Partner Couponing Poll CRM Campaign

48 Value Adding Services Nuclear Weapon: pistrofi Mobile App Book Your Tickets Gamification ecoupons

49 MORE THAN Mobile App Key Data 40% of total turnover 360k UNIQUE USERS Nuclear Weapon: pistrofi Mobile App 37% redemptions of total

50 PERFECT CATCH

51 Thank you