Investment websites that enable consumers to manage their own trading and portfolios online have been around for years. In their wake, many financial advisors have been fighting for business, trying to prove they still add value. Yet they may find that rapid advances in the digital age work in their favor, as investment applications are reaching and teaching younger audiences. If consumers use these online tools to learn the basics of investing, financial advisors can spend more time focusing on delivering strategic value to more seasoned clients, and may experience a wave of new and “better prepared” clients in the coming years.
At Finovate Fall 2014, a multitude of investment web applications were introduced that demonstrated quick and easy ways of investing for consumers who are just getting started.
As a fee-free, user-friendly web application for everyone, Loyal3 attracts beginners and small investors wanting to get their foot-in-the-door. The Loyal3 website explains investing to newbies, and consumers can invest in the brands they love with as little as $10.00 per stock, fee-free. It provides a great way for anyone to begin their investing journey.
Ever been interested in real estate investment, but have little knowledge of how to get started? Patch of Land understands the challenges of real estate investing, and their website makes it easy for everyone. It’s a peer-to-peer crowdfunding community model that brings together investors and borrowers for sharing real estate investment know-how and funding. It covers many key bases from deal sourcing and due diligence to the legal and financial nuts and bolts of the deals.
Will new tech bring better clients to financial advisors?
While these new investment applications have tremendous potential for gaining a large following, they don’t necessarily push financial advisors aside. Their lives may get easier when fewer potential clients with little experience call with questions like, “Can you teach me everything I need to know?” Advisors may instead benefit from these technologies as a means to weed out the newbie investors who may never retain their services, and focus on the “let’s get started” customers.
Traditional news media play an important role in enabling companies to tell their stories. Although broadcast viewing patterns have changed, according to consumer research from Gallup more than half of Americans still cite television as their main source of information about current events. Remarkably, this holds as true for an 18-year-old Millennial as it does for a 49-year-old Gen X-er.
However, as the Pew Research Center notes, “Online and digital news consumption, meanwhile, continues to increase, with many more people now getting news on cell phones, tablets or other mobile platforms.” How should companies act on these insights to ensure the highest levels of engagement with customers and critical stakeholders?
In research conducted by Pew, they document the steady erosion in the frequency in which people watch the local news. In 2006, 18- to 29-year olds said they “regularly watch” local news. By 2012, only 28% of young people said they regularly watched, a decline of -14% over the period.
The growing importance of digital channels and social media
As you might expect, people of all ages are following the news on their mobile device. Pew notes that at least one-in-five Americans (17%) got news on their cell phones yesterday. Among smartphone users, it was nearly a third (31%).
Social media is inextricably linked to mobile, and there has been a corresponding leap in the share of social network users that saw news via a social platform. According to Pew, 55% of Americans access the internet via a mobile device, and 30% of those people saw news on a social networking site yesterday.
3 strategies to increase the value of earned media
As the relationship that people have with traditional media continues to evolve, there are three social media strategies that savvy communicators can leverage.
1) Drive engagement via content marketing
The hallmark of social media is that conversations drive engagement. Interesting and valuable content is the fuel that drives the conversation. For PR, media relations, and other communicators this calls for a systematic approach to content marketing. As we explained in a recent article:
Effective content marketing is basically the development of useful information to educate customers and prospects, without any hard sell. For most businesses, the goal is to provide value that informs and inspires people to learn more about the company’s products and services –with content often delivered through blog posts, case studies, whitepapers, and articles. – Read more
2) Use social listening to understand customer preferences and discover unmet needs
With digital communications, people expect an experience that is tailored to their needs. Is your brand like the guy at the backyard barbeque who spends the whole day talking shop? Make sure your media relations team knows how to listen; listening in social media is critical to success.
With a social media listening effort, communicators can learn what’s most relevant to various audiences, and tailor their outreach to audiences most likely to respond positively. And don’t forget to track what people are saying about your competitors: you may find opportunities to meet the needs of unsatisfied consumers to win their business. – Read more
3) Transform negative sentiment into a winning customer experience
News travels fast via social and mobile channels, particularly bad news. With the social conversation, people will be quick to point out the inconsistencies between your media relations messaging and the way your company conducts business. Managing negative sentiment isn’t just a task for customer service, it requires a close partnership with news relations, public affairs, marketing, and other communicators. Check out a few tips for responding to negative social posts:
When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. That’s why you need to sharpen your focus on how people react to your business. Timely and effective communications can help you manage negative sentiment, rebuild trust, and promote loyalty. – Read more
Traditional broadcast and print media outlets remain highly effective means to reach customers and community influencers. However, as social media usage grows, and social networks expose people to news stories, professional communicators face new challenges. To generate positive engagement they need to spark conversations about their brand, develop and execute content marketing strategies that reinforce their media pitches, and work with internal business partners to listen for—and act on– negative feedback. More than ever, effective public relations calls for a multidisciplinary and strategic approach.
Check out the latest highlights from the Money 20/20 event in Las Vegas. Beyond the Arc CEO Steven Ramirez talks about key ideas in VISA’s keynote, and new trends in data and security technologies that will impact the customer experience.
What’s new and innovative in the world of payments? That’s what the standing-room-only crowds are wondering at Money20/20 in Las Vegas today. It’s a full house of C-level execs, big investors, industry insiders, analysts, bankers, you name it — and it’s buzzing with exciting insights. We’re hearing about everything from personalized nano-tech to verify your ID for payment, to trends on how millenial consumers seek financial advice.
Check out a quick recap of highlights with Beyond the Arc, CEO Steven Ramirez, and PR guru William Mills of the William Mills Agency.
We’re looking forward to Money 20/20, the financial services industry’s largest conference on innovations in payments technology.
In this latest installment of our video blog, Beyond the Arc CEO Steven Ramirez previews what to expect from this year’s show. Apple Pay, bitcoin, mobile payments, and big data are just a few of this year’s hot themes.
To deliver the great customer experiences that foster brand loyalty and increase profitability, businesses need to embrace a customer-centric culture across their enterprise. Research often shows that positive customer experiences trump price, and satisfied customers are more likely to maintain a long-term relationship with a company, and recommend it to family and friends. As a result, customer-centric businesses benefit from higher rates of retention and acquisition.
So how do you transform your company culture? While it may take time to build buy-in and change processes across an entire business, the most successful initiatives start at the top. With executive sponsorship to drive customer-centric changes, employees can better understand the big picture impact of delivering great customer experiences. Then, like any effective change management effort, the business can focus on a variety of strategic approaches that support employees toward adopting more customer-focused behaviors and processes.
5 strategies for motivating employees to be customer-centric
Communications are crucial to building buy in for initiatives focused on transforming your company culture. Employees need to understand what’s happening, what’s expected of them, and how they can play an important role in driving measurable success. Engage team members from across the organization (whether they’re in sales and customer service, or IT and operations) with communications across multiple channels that highlight ways to put the customer first. Team brainstorm sessions or videos on your company intranet can be effective in reaching team members. Think about the work environment as well – eye-catching posters with customer-focused themes can help promote an ambient awareness that motivates employees.
Forrester® Research recently reported that in many companies “even though parts of their organizations wanted to be customer-centric, employees lacked a shared understanding of the intended experience they were supposed to deliver.”
Make it easy for employees to learn how to deliver exceptional experiences through a variety of everyday moments and “moments that matter” with customers. Team-building events, workshops, and communication tools are great ways to help employees understand what a customer-centric experience really looks like and how it can strengthen relationships and build brand loyalty.
Incentives such as raises, promotions, and bonuses can motivate team members to go the extra mile for customers. However, rewards don’t have to be monetary to be effective. Celebrations and awards can recognize employees who deliver outstanding customer experiences. Rewarding customer-centric behaviors can be a powerful way to “move the needle” especially for businesses that are very process-oriented in which employees may be used to focusing on functional responsibilities, more than the people they’re serving. Yet by shifting focus to the customer, employees may see they can have a real impact on satisfaction, retention, and profitability, which reward the company as a whole.
Rituals and routines
Rituals and routines also help reinforce customer focus across an organization. Encourage your teams to share success stories about their engagement with customers, and role-play to gain empathy on how customers experience your company at various touch points. At Ritz-Carlton Hotels, for instance, employees have 15-minute meetings, or “daily lineups,” during which team members share the positive guest experiences they delivered the day before. It’s an effective way to build customer-centric momentum and continuously highlight best practices that other employees can adopt.
As you evolve the customer-centric culture across your company, you’ll gain a clear idea of what an ideal customer-focused employee looks like, so you can hire the right people. When you post job descriptions, clearly convey how and why customer experience is a key focus in your company. Create interview questions and screening tools that help identify candidates with desirable behaviors and traits. For current employees who may prefer non-customer-facing roles, consider shifting their positions to something better suited to their personality and skills. During onboarding, familiarize new employees on what it means to be customer-centric in your organization, and support them with training and communication tools, as noted earlier.
For most companies, your customer experience IS your employees, directly or indirectly —so it’s simply good business sense to invest in building a customer-centric culture. To drive that transformation across an enterprise, well-communicated change efforts can empower your employees to take an active role in growing the business, and encourage a company-wide commitment to a common goal. As a result, your business will most likely increase efficiencies and build stronger, lasting customer relationships, which can translate into greater profitability.
In today’s highly competitive markets, consumers demand real value and exceptional experiences in return for brand loyalty. Businesses need to continuously raise the bar on how well they understand the customer and meet their needs. This becomes more challenging as technology and social business are evolving rapidly, which means organizations need to adapt quickly as consumer expectations change.
Before you start making ad-hoc improvements, first make sure you truly understand your customers’ experience with your business as a whole. Customers see one company; they don’t care if you operate in silos, they want a seamless experience from one touch point to the next. Start by “journey mapping” to gain a complete picture of the customer experience across all interactions with your company, as well as their lifecycle of interactions over time.
For example, how smooth was the sales process? What kind of continued support have customers received, if any? Do you know their preferred channels of interaction and are you making that easy for them? Are you tailoring new offers to meet their unique needs? Are customers demonstrating their satisfaction by recommending your brand to others?
Taking a holistic perspective helps you focus on optimizing the entire customer journey, rather than isolated touch points. To gain insight, be sure to look at both structured data (e.g., transactions, surveys) and unstructured data (e.g., call center transcripts, social media) as this can uncover connections between interactions across your company, and help you understand how to create an end-to-end optimal customer experience.
Listen first, then take action
Key to understanding the big picture of your customers’ experience is to listen and learn –before you take action. That way you ensure you’re making changes that really matter to your customers, and prioritize improvements that create the biggest wins first. Voice of the Customer (VOC) analytics are a powerful tool for gaining insight about what works and what doesn’t at each touch point as well as across the entire customer journey. Customer “listening” programs (such as VOC and social media monitoring) can also help you identify unmet needs and opportunities for increasing value, which can drive brand loyalty.
Make sure your VOC efforts align with key business objectives to help ensure that any improvements you make will generate measurable value for your customers and the business. For example, to acquire more profitable customers, you can use predictive analytics to define targeted segments based on purchase and interaction patterns, preferences and feedback, and then deliver highly tailored experiences and offers that are most likely to appeal to those customers.
Think global, act social
When it comes to designing optimal customer experiences, today’s business simply cannot ignore the value of social media. By monitoring social networks, you can learn what your customers really think about your products and your company, which helps you better understand how to deliver experiences that create value and delight.
Similarly, with an effective social engagement strategy, you can influence how consumers feel about your brand. For instance, by providing prompt, personalized responses to customer concerns (on Twitter or Facebook), you can transform negative sentiment into brand loyalty. In fact, improving your risk management is a key way your business can gain valuable ROI from social media, as you can reduce attrition and increase customer satisfaction.
Build a customer-centric ecosystem
Another vital component to delivering an optimal customer experience is to have a company culture that places the customer at the center of everything you do. The customer journey is not simply about meeting needs, it’s about creating feel-good experiences that people want to repeat or recommend. To ensure your employees help make that happen, develop initiatives that build buy-in across your organization and encourage everyone to play a part in optimizing the customer experience –whether it’s best practices in store service, marketing communications, product packaging, technical support, billing, you name it.
Creating a company-wide eco-system focused on the customer helps you increase collaboration across lines of business and build a cohesive understanding of how all the various touch points impact the customer. As a result, the entire collective can work together to deliver a consistently great experience throughout the customer lifecycle.
Define metrics: Lather, rinse repeat
Central to optimizing your customer experience is making sure you’re doing the right things to deliver value to both your customers and the business. That means you’ll want to define metrics early on that align with key business objectives and customer experience goals. Then, after you’ve taken action, measure the impact. For example, did you reduce customer service calls? Increase response rates for cross-sell offers? Boost customer satisfaction rates and increase word of mouth referrals in social media?
Once you’ve got answers, keep refining the customer experience to meet evolving needs, and keep measuring the impact of your changes. Don’t just focus on measuring volume; be sure to track the impact you’re having on how customers feel about your brand, and look for clues on how to make the right offers at the right time.
By taking a holistic perspective on the customer journey, and nurturing a customer-centric culture, your organization will be well-equipped to deliver the experiences and value that keep customers coming back, and reduce the cost of acquiring new business.
After two full days of product and technology demos, quite frankly, we were overwhelmed. Payments, personal financial management, gameification, mobile, millennials, robo-advisors, crowdsourcing– and crowdfunding– just a dizzying array of strategies that banks and financial institutions can use to differentiate. How to make sense of it all?
We turned to Finovate founder Jim Bruene for his take. After all, we estimated that Jim has now seen over 1,400 tech demos from 20 Finovate shows, taking place in New York, Silicon Valley, San Francisco, Singapore, and London.
Just one problem. We know that Jim just doesn’t do on-camera interviews. He told us he has turned down TV interview requests, preferring to comment over the phone. Imagine our surprise when he said “Yes!” to our request to talk about Finovate Fall 2014.
In this short video interview, Steven Ramirez, CEO of Beyond the Arc, picks Jim’s brain on technology, innovation, and what it ultimately means for customers.
This is our last post of the 2-day conference with about 10 more companies presenting.
FamDoo Mark Lacek (CEO & Co-Founder, FamDoo) and Michele Landis (VP Business Development) Mark’s experience is in creating and managing loyalty programs. Family-focused product, with an under-10 year old co-founder. This rewards program replaces the typical kid allowance, with the goal of promoting saving behaviors. “The modern allowance”. ^SR
US BANK and their customers are their first loyalty partners. Users can convert FamDoo points to real cents for savings. “Reward work.” Assign tasks to kids/family members where they can gain points that can be converted to currency (I would imagine). Now showing iPad version. Very cool. ^WM
Sr. Pago Pablo Gonzalez Vargas (CEO & Co-Founder) Currently addressing 78 million unbanked in Mexico, including small business owners. Debit card without a bank account or tax ID. It isn’t immediately clear what makes this offering unique. A bundle of card, card reader, and mobile app for card system. ^SR
From BIC: The solutions is aimed at the unbanked market. It allows users to accept credit card payments using their smartphone or tablet. They have raised more than million in VC (they are based in Mexico City) but are looking for other partners and investors. ^WM
LOYAL3 Barry Schneider (CEO & Chairman) and Matt Gidney (VP Corporate Marketing & Business Development) Most Americans don’t have brokerage accounts. As an alternative, Loyal3 is a crowdfunding platform for capital markets. People can invest as little as $10 in the brands they love. One of their offerings is a “social IPO” and they helped raise $1.3 mil in 32 minutes. This enables very small investors to invest in companies. They are a scalable platform, that is fully-sclable. The website has a video testimonial from CEO of GoPro. A lot of people got a chance to participate in the IPO. ^SR
Easy, affordable and FEE free for capital markets. It looks like they are getting ready to show an IOS app. Should be App Store next month. Very easy to view. How can folks invest w/o fees? They are showing brands (like Kraft) and people can invest as little as . I really like their concept. I want to know how they make money with their app/platform. “not about buying stock, but becoming an owner of a company”. I like it. They are getting ready to show their social IPO i.e. GoPro. Man, I wish I had invested with GoPro when they went public and I had the chance (I’m glad I did not invest in Vonage many years ago). The have done six IPO’s I BELIEVE were social media-based. This is very cool. Raised .6 million in 32 minutes for one IPO. Now showing a video testimonial on LOYAL3 from GoPro’s CEO. Very cool. Raised million within days with GoPro. They might be a BEST OF SHOW winner. ^WM
MoneyStream Mike Bertrand (CEO) and Gillian Verga (VP Product) A personal financial assistant to make managing your money easier. The platform creates the budget for the customer, based on advanced data analysis. Very easy to swap bill payments between credit cards, really at the click of a button. In addition to reporting and analysis, it has integrated bill presentment and payment. ^SR
“PFM’s just didn’t work for me and my family. That’s why I started MoneyStream.” Here is an excerpt from their blog. It was a big surprise to hear last Friday that Manilla is closing its doors effective July 1st. And since we’re very familiar with the pain consumers have trying to get their money organized, we’re deeply sympathetic to the frustration Manilla users must feel, after working to get their bills and accounts set up only… It seems like it was only a year ago Manilla was presenting at Finovate. Times change. ^WM
Linqto Dune Thomas (VP Mobile Banking Solutions) and Bill Sarris (CEO) Remote capture of a check, during a live video call with a banker. Location information is delivered to the banker. Video chat with the customer represents a huge potential for improving customer experience. You can see the banker, and both people can communicate non-verbally as well. PersonalBanker+ Linqto powers online video seminars that can be delivered over mobile. Also integrates text chat. “Remote banking, done fact-to-face.” ^SR
“50% of all banking customers do not want to bank online” I’m not sure I’ve heard that but I believe it. Now showing video banking BUT here is the twist; it’s on his phone not at a self service terminal. The call center person knew the customer is in NYC due to geo location. Showed a check capture and now the CSR is showing the teller screen. ^WM
SignLive by Silanis – Tommy Petrogiannis (CEO & Co-Founder) and TJ Witte (Sr. Technical Consultant) From BIC: Silanis Technology is the leading provider of electronic signature process management solutions. The world’s largest insurance providers, financial services companies and government agencies depend on Silanis to reduce the time, cost and risks of getting signatures in critical business documents. Silanis enterprise platform solutions and cloud services enable organizations to replace their manual, pen and paper processes with an all-electronic web-based process for e-commerce and e-government transactions.
I think I’ve seen these folks at mortgage industry events or perhaps at ESRA. Very nice e-sign capture platform. They are a big player in this space. This is their first Finovate. I believe their HQ is in Montreal. ^WM
Backbase Peter Chapman (Fintech Strategist) and Jelmer de Jong (Global Head of Marketing) Today they are launching the mobile banking marketplace with Widgets that include several companies from Finovate: MoneyDesktop, Geezo, and others. Mix-and-match the best of breed of bank functionality. The marketplace allows you to easily implement technologies from fintech leaders, without having to work with each on a one-off basis. They offer one unified customer experience across a number of different providers. Backbase is known for their strong web design, including very simple, elegant mobile UIs. On Apple iOS, they can use native Apple device functionality. The Widgets run on any screen, any device. ^SR
I’m sure I’ve seen them before, perhaps at Finovate. I’ve noticed a lot of folks are no longer saying mobile banking, it’s “digital banking.” Now showing a web browser view of their platform which is widget-based which makes a lot of sense. It almost looks like an application. From their web site: ABN AMRO uses Backbase CXP as their enterprise portal, both employee and customer facing…
It would not surprise me if it was originally developed for ABN AMRO. Summary: Backbase is a software company, founded in the Netherlands in 2003, which has offices in Amsterdam, the Netherlands, New York, United States, Moscow, Russia and Singapore.
Now this is interesting. They are showing tech partner logos like MoneyDesktop (now MX), ensenta, Geezeo and Payveris (where my friend Mickey Goldwasser works). I’m interested in how many US FI’s use Backbse. Now show IOS version. Very cool. ^WM
EyeLock Anthony Antolino (Chief Marketing & Business Development Officer) and Jeff Carter (CTO) It is an iris-scanner that unlocks all of your passwords. “Scans over 240 points on the iris of each eye.” It seems to me this would work well with Google Glass, if you had a front-facing camera. “We are privacy advocates.” They see themselves as a player in the internet of things (IoT). ^SR
Irish based authentication company. Now showing video that highlights their television and other press coverage I think much from the CES show. Facial recognition. Walt Mossberg seems to like it.
Guys, I think what you have created is great BUT I don’t think what you are about to read. Your corporate video was more about how much press coverage you have received as opposed to a demo of your system. I would rather have seen more examples of your product in use as opposed to how much press coverage you have received. Kudos to you and your PR team.
There are 2 minutes left and NOW we are just starting to see your demo. This is what we came here to see and I hope to see you here next year. ^WM
Thank you! It has been two long days, over 70 companies, and a ton of insights about financial technology! We’ll post later when we learn the Best of Show winners!