Implications of Multi-segment Strategy Year One – Chief Retail Officer Perspective Mike Allen
Executive Banking School Roadmap GROWING Capability Confidence Courage YEAR THREE Chief Executive Officer Perspective YEAR ONE Chief Retail Officer Perspective YEAR TWO Chief Financial Officer Perspective
Executive Banking School Roadmap GROWING Capability Confidence Courage YEAR THREE Chief Executive Officer Perspective YEAR ONE Chief Retail Officer Perspective YEAR TWO Chief Financial Officer Perspective
Year One – Chief Retail Officer Perspective Retail Strategy Curriculum Leadership Communication Leading the Retail Line of Business via a Balanced Scorecard Discovering Customer Segments & Consumer Behaviors Successfully Communicating & Advertising in Retail Banking Developing and Pricing Profitable Bank Products Modernizing & Optimizing Delivery to Meet Customer Requirements Facing Ethical Dilemmas in Banking Applying Concepts Learned to Today’s Market Chief Retail Officer Perspective
Year One – Chief Retail Officer Perspective Retail Strategy Curriculum Leadership Communication Leading the Retail Line of Business via a Balanced Scorecard Discovering Customer Segments & Consumer Behaviors Successfully Communicating & Advertising in Retail Banking Developing and Pricing Profitable Bank Products Modernizing & Optimizing Delivery to Meet Customer Requirements Facing Ethical Dilemmas in Banking Applying Concepts Learned to Today’s Market Chief Retail Officer Perspective
This Session’s Critical Topics Significance for our Strategy Significance for customer communications and branding Significance for product design and pricing Significance for delivery channels and technology Significance for financial results and the Balanced Scorecard
Significance for Strategy
Impacts of Adding Segments Significance for Strategy Impacts of Adding Segments If you picked: Just Starting Working Poor First House Blue Collar Emerging Affluent Single Income White Collar Pre-retired Retired High-Income Make and Spend Money Mogul Which segment will you pick next? Why?
Impacts of Adding Segments Significance for Strategy Impacts of Adding Segments By show of hands who picked: Just Starting Working Poor First House Blue Collar Emerging Affluent Single Income White Collar Pre-retired Retired High-Income Make and Spend Money Mogul
Impacts of Adding Segments Significance for Strategy Impacts of Adding Segments Analysis (Is there an opportunity? Can we fix something structural) Planning (Does it fit in our vision?) Forecasting (What will the future like?) Decisions (What will it take to get there? What will we fix?) Review (Did it work?)
Significance for Customer Communication and Branding
Impacts of Adding Segments Significance for Customer Communication and Branding Impacts of Adding Segments Analysis (Is there an opportunity? Does it fix something structural) Planning (Does it fit in our vision?) Forecasting (What will the future like?) Decisions (What will it take to get there? What will we fix?) Review (Did it work?)
Impacts of Adding Segments Significance for Customer Communication and Branding Impacts of Adding Segments
Impacts of Adding Segments Significance for Customer Communication and Branding Impacts of Adding Segments
Significance for Product Design and Pricing
Impacts of Adding Segments Significance for Product Design and Pricing Impacts of Adding Segments Analysis (Is there an opportunity?) Planning (Does it fit in our vision?) Forecasting (What will the future like?) Decisions (What will it take to get there? What will we fix?) Review (Did it work?)
Impacts of Adding Segments Significance for Product Design and Pricing Impacts of Adding Segments
Impacts of Adding Segments Significance for Product Design and Pricing Impacts of Adding Segments
Significance for Delivery Channels and Technology
Impacts of Adding Segments Significance for Delivery Channels and Technology Impacts of Adding Segments Analysis (Is there an opportunity?) Planning (Does it fit in our vision?) Forecasting (What will the future like?) Decisions (What will it take to get there? What will we fix?) Review (Did it work?)
Impacts of Adding Segments Significance for Delivery Channels and Technology Impacts of Adding Segments
Significance for Financial Results and the Balanced Scorecard
Impacts of Adding Segments Significance for Financial Results and the Balanced Scorecard Impacts of Adding Segments Analysis (Is there an opportunity?) Planning (Does it fit in our vision?) Forecasting (What will the future like?) Decisions (What will it take to get there? What will we fix?) Review (Did it work?)
Impacts of Adding Segments Significance for Financial Results and the Balanced Scorecard Impacts of Adding Segments Bank Management Return on Equity Provision to Assets CRA Return on Assets Loan to Deposit Ratio Market Measures Market Share Index Customer Turnover Ratio Customer Satisfaction Product Delivery Customer Service Performance Management Efficiency Ratio Cost per Transaction Net Interest Margin Non-Interest Income to Assets
Impacts of Adding Segments Significance for Financial Results and the Balanced Scorecard Impacts of Adding Segments
Two Segment Decision
Questions
Year One – Chief Retail Officer Perspective Retail Strategy Curriculum Leadership Communication Leading the Retail Line of Business via a Balanced Scorecard Discovering Customer Segments & Consumer Behaviors Successfully Communicating & Advertising in Retail Banking Developing and Pricing Profitable Bank Products Modernizing & Optimizing Delivery to Meet Customer Requirements Facing Ethical Dilemmas in Banking Applying Concepts Learned to Today’s Market Chief Retail Officer Perspective
Executive Banking School Roadmap GROWING Capability Confidence Courage YEAR THREE Chief Executive Officer Perspective YEAR ONE Chief Retail Officer Perspective YEAR TWO Chief Financial Officer Perspective