25 Hoosier Banker January 2016 Young & Associates, Inc. Consultants to the Financial Industry Capital Planning System Saves Time & E ort Field Tested Has Passed Regulatory Scrutiny Allows you to: • Develop a Base Case Scenario for minimum adequacy standards • Identify and Evaluate Risk for your bank • Stress Test Capital by loan classification (as recommended by the FDIC and OCC) • Perform Contingency Planning for stressed events • Generate Your Capital Plan in as little as 1 day! Pricing First Year License Fee — $1,095 Update/Annual License Renewal — $495 35 YEARS 1978 - 2015 + Four Tactics Banks Can Use to Win Clients’ Micro-Moments 1. Ask when. Map your clients’ journey, and identify the moments that matter. When do they want to find financial information? Learn about your offerings? Make a purchase? When do they want to help themselves, and when might they want to talk to a human being? Start with the table above, and add your own micro-moments, outcomes and details. 2. Ask why. For each moment that you’ve mapped, put yourself in your customer’s shoes, and imagine why he or she might need your help. What are your client’s goals, needs or aspirations in the moment? 3. Ask how. Anticipate needs and optimize offers. Be there when your customers need you. Use context – time, location and more – to anticipate your clients’ needs, and satisfy them in the moment. Where are your clients when they need your help? What devices are they using? Is it day or night? Time for work or time for play? Are they retired or just starting their careers? How can your institution be most helpful in that moment? How can you make your customers’ lives easier, more efficient or more fulfilling? How can you help them save money or spend more wisely? What products or services can you offer to satisfy their needs or desires? What technologies and content can you deliver to engage with them in relevant, meaningful ways? Do they need auto loan rates when they arrive at the car dealership? Would they benefit from home loan rates when they meet with real estate agents? Are they looking for discounts when they go to their favorite retailers or restaurants, and would they be more likely to use your credit or debit cards if they offered those discounts? 4. Measure the moments that matter. The return on investment for a billboard or a radio ad is hard to measure, but serving your clients in micro-moments is concrete and measurable. Tangible offers (such as discounts at local merchants) along with calls to action (“Tap here to get pre-approved”) create traceable paths and measurable results. Keep track of these results to gauge your micro-moment success. Start small, and add more moments as you get smarter, or as software resources and capabilities improve. Using context to anticipate needs and optimize offers will help you deliver personalized, meaningful and relevant content. When your bank delivers an informative, helpful, integrated experience for customers – whether they are in a branch, or during micro-moments throughout their lives – you demonstrate that you are there to address their needs in real time, when they need you most. t * thinkwithgoogle.com
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