Bank 3.0: why banking is no longer somewhere you go, but something you do
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Singapore
Marshall Cavendish Business
2013
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | expanded and rev. edition of Bank 2.0, first publ. 2010 |
| Beschreibung: | 396 S. Ill., graph. Darst. 23 cm |
| ISBN: | 9789814382120 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804149625904431104 |
|---|---|
| adam_text | Titel: Bank 3.0
Autor: King, Brett
Jahr: 2013
Contents
Acknowledgements 12
Introduction 14
PART ONE: Changes in Customer Behaviour
Chapter 1: The Demands of the Hyperconnected Consumer 20
Psychological impact 23
Process of diffusion 26
The four phases of behavioural disruption 30
Retail banking disruption and the de-banked 37
Utility and service are the new differentiators 43
Key lessons 45
Chapter 2: The ROI of Great Customer Experience 48
Channel silos 51
Organisation structure 56
The branch versus online versus mobile debate 63
Breaking bad inertia 71
Conclusions and key lessons 81
PART TWO: Rebuilding the Bank
Chapter 3: Can the Branch be Saved? 84
Always banking, never at a bank™ 87
The core function of the branch in the 21st century 89
Branch innovations built to engage 96
What happens when they don t visit anymore? 112
Branch improvements today 116
Key lessons 118
Chapter 4: Onboard and Engaged-The Ecosystem for
Customer Support 120
The need for better support 120
Siri, Lola, Skype and VoIP 127
When a consumer wants to become a customer 132
Customer-centred means organisational change 135
Responsive architecture 148
Conclusions: Tactical channel improvement 151
Key lessons 153
Chapter 5: Web-Why Revenue is Still So Hard to Find... 155
Why aren t we buying more online? 155
What sells online? 159
Screen (Web/Tablet/Mobile) first 171
Cross-sell to existing customers 174
Internet channel improvement today 178
Key lessons 180
Chapter 6: Mobile Banking-Already Huge and
It s Just Getting Started 181
The greatest device ever sold 181
The landscape 187
Bringing banking to the unbanked 192
What does the future hold? 199
Key lessons 204
Chapter 7: The Evolution of Self-Service 207
Self-service banking-where it all started 207
Are ATMs more than just cash dispensers? 209
The next 10 years 222
Conclusions 232
Key questions 233
Chapter 8:1 Trust the Crowd, More Than I Trust the Brand 235
Social media grows up 235
What is it good for? 240
You can t control the crowd 242
Advocacy and influence-the real ROI 249
Crowdsourcing-use the power of crowd 258
Conclusions: What it all means 263
PART THREE: The Road Ahead-Beyond Channel
Chapter 9: Living with Continuous Technology Improvement 268
Faster, smaller, smarter 274
Enterprise-wide implications 282
Key lessons 286
Chapter 10: A Land in the Data Cloud 288
Big data 300
Augmented reality 304
Conclusions 307
Chapter 11: Engagement Banking:
Building Digital Relationships 309
The era of customer engagement 309
Engaging in the dialogue 315
Risk mitigation versus ROI 323
Engaging the overwhelmed prosumer 324
Chapter 12: Mobile Payments, Digital Cash and Value Stores 329
Are mobile payments mainstream? 330
The emergence of the mobile wallet 336
Who will win the wallet battle? 340
Virtual currencies 345
Mobile P2P payments 348
Point-of-sale evolution 351
Conclusion: Mobile payments and quickly 356
Chapter 13: Point of Impact: The Contextualisation
of Banking and Messaging 359
Going, going, gone... 359
Context is king 362
When push comes to shove... 367
Point-of-impact journeys 368
Conclusions 371
Chapter 14: The Road Map to a Better Bank 374
Your critical path checklist for Bank 3-0 374
The checklist 379
Conclusions 385
Glossary 388
References 397
|
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| isbn | 9789814382120 |
| language | English |
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| physical | 396 S. Ill., graph. Darst. 23 cm |
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| spelling | King, Brett 1968- Verfasser (DE-588)141596570 aut Bank 3.0 why banking is no longer somewhere you go, but something you do Brett King Singapore Marshall Cavendish Business 2013 396 S. Ill., graph. Darst. 23 cm txt rdacontent n rdamedia nc rdacarrier expanded and rev. edition of Bank 2.0, first publ. 2010 Banks and banking / Customer services Bank management Financial services industry Banks and banking / Technological innovations Banks and banking / Forecasting Bank Zukunft (DE-588)4068097-6 gnd rswk-swf Bank (DE-588)4004436-1 gnd rswk-swf Verbraucherverhalten (DE-588)4062644-1 gnd rswk-swf Technologie (DE-588)4059276-5 gnd rswk-swf Bank (DE-588)4004436-1 s Technologie (DE-588)4059276-5 s Verbraucherverhalten (DE-588)4062644-1 s Zukunft (DE-588)4068097-6 s 1\p DE-604 DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025382564&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | King, Brett 1968- Bank 3.0 why banking is no longer somewhere you go, but something you do Banks and banking / Customer services Bank management Financial services industry Banks and banking / Technological innovations Banks and banking / Forecasting Bank Zukunft (DE-588)4068097-6 gnd Bank (DE-588)4004436-1 gnd Verbraucherverhalten (DE-588)4062644-1 gnd Technologie (DE-588)4059276-5 gnd |
| subject_GND | (DE-588)4068097-6 (DE-588)4004436-1 (DE-588)4062644-1 (DE-588)4059276-5 |
| title | Bank 3.0 why banking is no longer somewhere you go, but something you do |
| title_auth | Bank 3.0 why banking is no longer somewhere you go, but something you do |
| title_exact_search | Bank 3.0 why banking is no longer somewhere you go, but something you do |
| title_full | Bank 3.0 why banking is no longer somewhere you go, but something you do Brett King |
| title_fullStr | Bank 3.0 why banking is no longer somewhere you go, but something you do Brett King |
| title_full_unstemmed | Bank 3.0 why banking is no longer somewhere you go, but something you do Brett King |
| title_short | Bank 3.0 |
| title_sort | bank 3 0 why banking is no longer somewhere you go but something you do |
| title_sub | why banking is no longer somewhere you go, but something you do |
| topic | Banks and banking / Customer services Bank management Financial services industry Banks and banking / Technological innovations Banks and banking / Forecasting Bank Zukunft (DE-588)4068097-6 gnd Bank (DE-588)4004436-1 gnd Verbraucherverhalten (DE-588)4062644-1 gnd Technologie (DE-588)4059276-5 gnd |
| topic_facet | Banks and banking / Customer services Bank management Financial services industry Banks and banking / Technological innovations Banks and banking / Forecasting Bank Zukunft Verbraucherverhalten Technologie |
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