What do consumers want from mobile banking?

August 18, 2016
/   Insights

In the last couple of years, mobile banking has grown from being a fairly niche channel adopted by only the tech-savvy to one of the most common ways for people all across the world...

UK prepares to launch new polymer £5 note

August 4, 2016
/   Insights

Britain will soon become the latest country to release polymer banknotes into circulation, joining nations such as Australia, New Zealand, Canada and Vietnam in the shift to plastic currency.

Cause and Effect: If you build it, will they come?

July 23, 2014
/   Spotlight

Many financial institutions assume that digital banking is lucrative because the most valuable customers happen to bank online. While there is certainly a correlation between online bankers and higher profitability, quantitative evidence suggests that...

Intuit 2020 Report: The Future of Financial Services

April 11, 2011
/   Insights

Today, Intuit released the latest edition of the Intuit 2020 report, Intuit 2020 Report: The Future of Financial Services, which identifies and examines four key trend areas that will  transform the financial services industry...

Fast Facts: Student Loans

January 22, 2013
/   Insights

The Financial Services Roundtable recently released another iteration of its Fast Facts, reliable, bullet-point research about issues facing the financial services industry. Topics span TARP, Dodd-Frank, insurance, lending, retirement savings and more.  Below are some updated Fast...

The Top 10 Trends in the Digital Banking Industry

December 18, 2013
/   Spotlight

2014 is rapidly approaching and as the year wraps, the Digital Insight team has pulled together the top 10 trends in the digital banking industry based on data and trends from studying financial institutions....

Making Banking Fun: Gamification in Financial Services

August 5, 2013
/   Insights

Recently, the Banking.com team sat in on American Banker’s webinar, “Gamification in Financial Services: Five Proven Ways to Get an Edge,” which shared how leading brands in financial services have applied gamification to reach...

Technology M&As: The Beats Go On

May 29, 2014
/   Insights

The ongoing fascination with Apple’s $3 billion purchase of Beats Electronics is entirely understandable, because it’s a cool story. However, it also says a lot about what’s going on between finance and tech.

What We’re Reading

May 5, 2011
/   Spotlight

Below are interesting stories the Banking.com staff has been reading over the past week. What have you been reading? Let us know in the comments section below. Virtual Banking Worlds Provide Tangible Lessons American...

Small Business: Perception vs. Reality

November 21, 2012
/   Insights

In the most recent election cycle, like most others before it, the one sector of the economy that got the most attention was small business.  This is the future, we were told by every...

What We’re Reading: Thanksgiving Edition

November 22, 2012
/   Spotlight

Below are interesting stories the Banking.com staff has been reading over the past week. What have you been reading? Let us know in the comments section below or Tweet @bankingdotcom. Mobile Thursday? Plans for Thanksgiving...

With the explosion of options for consumers and businesses, the financial services industry is more competitive than ever. As banks and credit unions innovate to thrive in today’s digital world – and the growing demand for personalized offers – bankers and advisors need to break through the clutter and communicate their offers effectively.

A better understanding of customer expectations and new technologies can help financial services professionals serve as trusted advisors, consistently providing on-target offers to build a consultative relationship. With these four tips, you can provide your financial services sales team with targeted content and information that closes deals:

  1. Know where customers are in the decision cycle: In years past, customers relied on bankers to walk them through their financial product options. Today, they may be 57 percent through a decision before your team members get an opportunity to make a pitch, according to CEB research. With a Sales Engagement Platform, your team can gain insight into where customers are in the decision cycle by tracking their interactions with your brand across all channels. This can help your banking professionals reach out to prospects at the right time, with information tailored to where they are in the buying journey.
  1. Upgrade your presentation tools: More and more meetings are now taking place online as web meetings. The last thing your team needs when trying to deliver a presentation to potential customers are technical difficulties or an inability to locate the right content. Make sure your team has a modern presentation toolkit that doesn’t require complex logins or software downloads – web meetings should be instantly accessible (unlike many of the old-school web conferencing tools). Lack of access to the right content during meetings – including in-person meetings – lengthens sales cycles by more than 60%, according to sales leaders surveyed by CSO Insights.

Find a presentation tool that can launch web-based meetings from popular email platforms like Outlook or Gmail, CRM solutions, and mobile devices. Also make sure your presentation solution lets you log all engagement activity to a CRM system like Salesforce or Microsoft Dynamics. That will provide the context you and your team need to prioritize leads and coach effectively.

  1. Ensure content is accessible: A recent research report from Aberdeen Group found that salespeople across various industries spend 400-plus hours each year looking for, creating and modifying content. That’s valuable time they could be spending with customers and prospects. And when team members create their own content, there’s a good chance they won’t follow company standards, which can dilute your institution’s brand. To prevent this, it’s a good idea to provide a rich content library (“single source of truth”) where team members can access assets like presentations, videos and web pages that allow them to answer prospect questions.

When you’re considering platforms that can deliver access to content, make sure you select one that is mobile-ready. A CSO Insights report finds that only 35% of salespeople have access to content on mobile devices. That’s a huge drawback given the 24/7 nature of today’s customer-facing roles and teams that are highly mobile. Make sure your people can access brand-standard content anytime, from anywhere.

  1. Enable personalized messaging. In everything from Amazon shopping carts to Netflix queues, consumers are accustomed to personalized offers and suggestions. Aberdeen Group research shows that salespeople who personalize presentations and videos have at least 30% higher win rates and lead conversion success than their peers. Look at solutions that enable true sales engagement rather than focusing on single-point tools – this allows financial professionals on your team to better personalize messaging and more deeply engage prospects. Aragon Research recently published a report titled Digitize the Sales Force: Leverage Sales Engagement Platforms to Gain a Competitive Advantage that has guidance on key steps to getting started with this new technology.

The way consumers and businesses consider choices and make decisions has changed. That’s true for every industry, including the financial services sector. And it means financial professionals have to adapt to new consumer expectations. By following these four tips, you can ensure that your team has the tools it needs to gain a competitive edge.

Michael Schultz leads Marketing and Business Development for ClearSlide. Prior to ClearSlide, he served as VP of Strategic Alliances at DocuSign. He has also held senior positions with other venture-backed and publicly traded companies, and previously worked as a strategy consultant at Anderson Consulting (now Accenture). Michael earned an MBA from the Tuck School at Dartmouth and a BA in English from Tufts University.

(529)

Insights

Banking.com’s perspective on industry news and trends

(320)

Spotlight

Must-read news and insights from financial industry leaders

(205)

Voices

Compelling voices and contributed content from around the web

James W. Gabberty

Gabberty is a professor of information systems at Pace University in New York City. An alumnus of the Massachusetts Institute of Technology and New York University Polytechnic Institute, he has served as an expert witness in telecommunication and information security at the federal and state levels and holds numerous certifications from SANS & ISACA.

Zachary Ehrlich

25-year-old writer, and as a native San Franciscan, I am unreasonably loyal to Bank of America, if only for their superhero-like origin story, involving the 1906 earthquake and Italian fruit vendors.

Brad Strothkamp

http://www.forrester.com/rb/analyst/brad_strothkamp

Marisa Mann

Marisa Mann brings over 15 years of experience in consulting and financial services industries to the Solstice team, working on large scale enterprise initiatives across many technologies, including specializing in the digital space – Internet and mobile. Mann is passionate about mobile and the endless possibilities for the enterprise, delivering business value through strong brand recognition and driving to excellence in the consumer experience. Prior to Solstice, Mann worked at JP Morgan Chase, Diamond Management and Technology Consultants, Washington Mutual, Inc, and Accenture.