MASTERING CUSTOMER LOYALTY IN THE OPEN BANKING ERA. Andreas Marneris Head of Loyalty Programs
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- Allyson Clarke
- 5 years ago
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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