Reinventing the affluent service model. 20th Banking Forum. Athens, April 22 nd 2015

Transcription

1 Reinventing the affluent service model 20th Banking Forum Athens, April 22 nd 2015

2 Contents National Bank of Greece 1 introduction affluent segment 2 roadmap to a new level of services delivery 3 technology as enabler 4 lessons learned 2

3 Contents National Bank of Greece 1 introduction affluent segment 2 roadmap to a new level of services delivery 3 technology as enabler 4 lessons learned 3

4 Premium Customer Needs National Bank of Greece recognition perceived differentiation convenient & dedicated service privacy broad product offering investment advice remote interaction technology 4

5 servicing and layout 5

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7 The distribution model was expanded for better coverage in all branches National Bank of Greece distribution model dedicated affluent branch Branch serves affluent customers All branch staff dedicated to affluent customers shop-in-shop Branch serves all customers Dedicated space, dedicated RMs for affluent customers regular branch Branch serves all customers RM dedicated to affluent customers regular branch Branch serves all customers RM dedicated to affluent customers small branch Branch serves all customers Branch Manager serves affluent customers 7

8 A new brand was designed and launched, announcing a new level of service National Bank of Greece branding reliability constant development innovation fresh ideas flexibility a host of options aim delivering top-class products and services 8

9 Contents National Bank of Greece 1 introduction affluent segment 2 roadmap to a new level of services delivery 3 technology as enabler 4 lessons learned 9

10 A suite of applications was developed to support affluent customer servicing National Bank of Greece technology 10

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28 Deployment National Bank of Greece phase a Premium Branches Premium Suite Premium tablet phase b All Branches Premium Suite+ tablet, desktop phase c All Customers Premium Suite+ tablet, desktop, smartphone 28

29 Contents National Bank of Greece 1 introduction affluent segment 2 roadmap to a new level of services delivery 3 technology as enabler 4 lessons learned 29

30 Lessons learned National Bank of Greece 1 interactive technologies require a new approach to product development: customer must be engaged in a continuous feedback loop and the result may end up very different 2 interactive technologies offer a better way to learn your customer 3 customer centricity: identifying and meeting all customer needs is the best way to surprise the customer and build the relationship 30

31 The new approach aims to meet all affluent customer needs National Bank of Greece legacy new approach recognition perceived differentiation convenient & dedicated service privacy investment advice broad product offering remote integration / technology 31

32 So far, results have been very encouraging National Bank of Greece Customer Satisfaction Customer Acquisition 95% of customers are positive towards the new service 3 out of 5 customers won over 35% referral ratio 32

33 Thank you! 33