Euromoney Audit Training

Course overview

Retail banking has changed significantly over the last few years, partly as a result of the impacts of the global financial crisis but also because of the rapid growth in new alternative channels of distribution emanating from the new digital era. These changes are creating significant challenges and placing
pressures on banks to grow revenue while reducing costs. Alongside these changes the customers of
banks are more demanding so delivering excellence in customer experience in the multi-channel world is key.

Many banks fail to please their customers, grow their revenue, reduce cost and drive shareholder value – this course will share what the leaders are doing and show how they can be followed. The course will draw upon experience from retail banks around the globe, tailored towards your markets. The course is about practical learning and examples, not theory, and you will take away real, actionable ideas, innovations and plans.

Summary of course content

• Acquire new techniques to maximise your sales and improve performance across all distribution channels
• Fully understand the impact on your bank’s growth and revenue opportunities, product development and customer requirements following the global financial crisis
• Understand marketing and distribution strategies used by leading retail banks to help you develop and design strategies to meet the changing needs of your customers
• Implement strategies to enhance cost efficiency and productivity by creating an environment where customers buy more of your products and services
• Learn from a retail personal finance expert with over 35 years hands on experience in the UK and the international markets

Methodology

Euromoney Training together with renowned expert in the field, John Berry, have developed this highly practical 3-day programme to teach the disciplines outlined.

• The emphasis is on practical and interactive exercises and real-life case studies.
• The course will also involve group work, presentations and discussions.
• The course will draw upon case studies and examples from a range of banks and non-banks including: HSBC, Bank of America, INO, DeutscheBank, HBOS, Marks & Spencer, Disney Corporation, Tesco and Wal-Mart

Who should attend this training course?

• Distribution managers
• Sales managers
• Strategic planning personnel
• Branch managers
• Heads of retail banks
• Regional managers
• General managers
• Heads of business units
• Senior HR and training professionals
• Operations directors
• Marketing managers

Supporting publications

 

  

Day 1

The challenges / market insights

• Course content review / sharing of how attendees can maximise benefits from the event
• Review of individuals current local challenges in light of the course content
• Latest trends in retail banking drawing upon recognised research from the likes of McKinsey’s and Cap Gemini
• Learning from people, premises, product and promotion perspectives to gain insight of what the market leaders are
  achieving
  
  The session will share key recent retail banking research findings

Priorities

• Discussion of current priorities for attendees banks as well as the best in international markets
• What do changes / impacts mean for customers, costs, profits, revenues, marketing, staff and shareholders
• Developing a method of delivering excellence in customer experience delivery across traditional as well as the new emerging channels
• Discussion on what the market leaders are doing to achieve that status
• Learning from non banks – how do they deal with the growing multiplicity of channels and product offerings – what can banks learn from them
• Multichannel – managing for both customer benefit and increased performance
  
  Sharing of learning from successful multichannel operators

Barriers to increased business

• What are barriers to business?
• Why do barriers exist in the first place
• A review amongst attendees of the barriers existing in existing business models impacting on increased performance
• Analysis of business barriers and how they might be removed
• Review of how to ensure structures can be put in place to ensure obstacles don’t reappear

Distribution – all channnels

• Distribution – how can you make branches more profitable?
• What balance is necessary between branches and non branch channels?
• What is the role of segmentation in delivering profitability
• Matching customer to channels – getting the balance right
• Can branch design influence the bottom line performance?
• Role of social media in the marketing mix – are there examples of successful models to follow?
• What is the future – mobile banking, internet, branches? Just how do you choose?
  
  Examples of retail banks enjoying success in each channel

Revenue growth

• Understanding “the revenue wall”
• Where is the revenue opportunity – are you taping into it?
• What do the best do to maximise income?
• When should you place your focus and money for maximum return
• Managing change and innovation
• Product innovation and development
  
  Examples of retail banks that deliver over 25% higher revenues from their approach

Day 2

Distribution

• Channel choices – tends and what customers respond to
• Branches in the community – a missed opportunity?
• Branchless banking – what does that mean?
• Targeting through a multi-channel world
• Remote banking, mobile banking – how to make it work for bank and customer
• Management structures in a multi-channel world – some ideas
• Cost reduction vs. investment – where to put your money
• Distribution – can partnerships work?
• Cross sales – just how do you sell to customers when you never see them?
• Retention/ loyalty – how do you build links of value with customers?
• Understanding the customer journey – using that knowledge to outperform the competition
  
  Shared learning from banks around the globe that have undertaken distribution changes recently
  

Customer experience

• What is the value of investing in service?
• How should you measure it for profit?
• Why do banks fail so often to deliver the experience customer require?
• Who are the leaders and why?
• What can you do to become a leader?
• What are the elements required for success?
• Reward systems for customer experience excellence delivery
• Empowerment – examples of leaders who deliver excellence
• Delivering increased loyalty at lower costs and higher value – how it can be achieved
  
  Shared learning from the leaders in both banks and non banks

Day 3

People – how to maximise contributions

• Power of people in the delivery of results – centralisation vs. decentralisation some real life examples of what works
• Power of the front line – how can you maximise results
• Building powerful relationships that mean customers want to buy products from the bank
• Recruitment, training and development – what methods work for the best
• Empowerment – alternative options discussed
• What can be learnt from non banks
  
  This session will share practical examples of the winners in managing people

Productivity

• Are there ways of more effectively managing costs?
• Measurement schemes that work
• Improving recruitment and training for significant increased contributions
• Role of leadership at all levels – how it can transform the bottom line
• Maximising regulatory and compliance requirements for improved performance
• Learning from the leaders in banks and non banks for increased performance

Marketing and communications

• Using customer insights to be one step ahead of the competition
• Understanding how customers buy from you
• How can you influence their behaviour
• Identifying and removing barriers to purchase
• Central vs. local marketing
• Product development – where can you learn from the best
• Loyalty programmes – do they work?
• How to develop high levels of retention and advocacy
• Innovations in communications
• Co-branding – a good idea?
• Impact of twitter, facebook, mobiles and social media in general

Summary

• Pulling the learning together for success when returning to the work place
• Alternatives for implementing action plans
• Individual priorities and actions
  
  Case studies over the 3 day course will include; Santander, Handelsbanken, Barclays, HSBC, ING,
  Metro Bank, Garanti, Commonwealth, Wells Fargo, Wal-Mart, Disney Corporation, Ritz Carlton, Tesco
  and many others.

• John Berry

  John Berry is one of the leading specialists in the world of retail financial services. He has extensive experience at all levels of retail banking as well as expertise in international markets, having both managed international businesses and projects in Australia and Europe.
  
  John is a well known speaker at international conferences in Europe, the Far East and the USA and has published work showing how retail banks can improve frontline performance. At Abbey National John worked as Marketing Director, Sales Director, Transformation Director, and Managing Director.
  
  John received international recognition for introducing innovative ideas such as Costa Coffee and franchising. John is a pragmatic and challenging course director who will make delegates think about their business’ current performance and provide them with important tools, techniques and practical ideas to implement for improved sales results.

Interested in holding this course in-house? Please fill out your details and a member of our team will be in touch with more information.

Best Practice Management of Banks

30 Oct 2012 - 2 Nov 2012 (Singapore, Singapore)

Branch Banking Strategies

5-8 Nov 2012 (Singapore, Singapore)

 

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