TeamBank, Andrew J Zeller

Retail Therapy:
What a difference “digital”
makes
Andrew J. Zeller
October 10, 2014
vs.
TeamBank AG
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TeamBank – Andrew J Zeller, Retail Therapy: What a difference “digital” makes
TeamBank AG
Experiences matter: The new breed of customers…
… are always well informed and well
prepared.
… believe in the power of social media and
the opinions of peers rank high in relevancy.
… cherish convenience and so use all
media and channel at their own discretion.
… stand up for their values and are ready to
use all the media at their disposal.
TeamBank AG
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TeamBank – Andrew J Zeller, Retail Therapy: What a difference “digital” makes
TeamBank AG
Agenda
Starters
A very brief overview of
TeamBank‘s business
model and introduction
to easyCredit.
Entree
Use of social media to
underscore and convey
the best possible
purchasing experience.
Jetzt Wissen
gewinnen.
Some elements and
prerequisites to align
the culture of the firm
with the digital
experience.
Desert
TeamBank AG
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TeamBank – Andrew J Zeller, Retail Therapy: What a difference “digital” makes
TeamBank AG
TeamBank is a member of one of the largest banking
groups in Germany.
The group`s main objective is to be among the top three players in each line of business.
TeamBank AG
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TeamBank – Andrew J Zeller, Retail Therapy: What a difference “digital” makes
TeamBank AG
9 out of 10 Germans are familiar with our signature brand
easyCredit and its brand promise: Fairness
.
During all phases of the purchasing cycle customer experience is
supposed to be maximized.
TeamBank AG
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TeamBank – Andrew J Zeller, Retail Therapy: What a difference “digital” makes
TeamBank AG
The pre-purchase experience: Social media need to be
targeted at the right target audience. OSFA is no option.
TeamBank AG
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TeamBank – Andrew J Zeller, Retail Therapy: What a difference “digital” makes
TeamBank AG
Advice still matters: No matter how Internet-savvy you
get, the advice of an expert is only one click away.
www.easycredit.de
TeamBank AG
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TeamBank – Andrew J Zeller, Retail Therapy: What a difference “digital” makes
TeamBank AG
Managing your account using an app is the new normal.
But for some purposes snail mail is still very appropriate.
TeamBank AG
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TeamBank – Andrew J Zeller, Retail Therapy: What a difference “digital” makes
TeamBank AG
Complaints become an element of „Smart Data“ and
strenghten the tenet of being agile.
TeamBank AG
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1
Customers can use easyCredit‘s
Facebook appearance to address
their issues directly to the
complaints department.
2
The Complaints Department will
handle all requests quickly and
responsibly until solved.
3
Strategy can realize any changes
in consumer behaviour almost
instantaneously and adapt
products and processes
accordingly.
/ TeamBank – Andrew J Zeller, Retail Therapy: What a difference “digital” makes
TeamBank AG
„Digital“ also has to encompass culture. Every idea in the
company is needed and communication is fast as lightning.
TeamBank AG
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TeamBank AG
The fundamental prerequisite: Every touch point
needs to be managed.
Direct
Mailings
Executive board
appointments
Customer satisfaction
management
easyCreditsystem
Workshops with partnerbanks
Documents
Advisory appointments
Internet and
Social Media
Media
Sales acitivities
TeamBank AG
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TeamBank AG
TeamBank AG
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/ TeamBank – Andrew J Zeller, Retail Therapy: What a difference “digital” makes
TeamBank AG
Thank you
Any questions? Feel free to contact me!
Andrew J. Zeller
Director Strategy / Business Development
E: [email protected]
LIn: http://de.linkedin.com/pub/andrew-j-zeller/69/a25/10
T: +49 911 5390 - 1545
TeamBank AG
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TeamBank AG