1. Implications of Multi-segment Strategy
Year One – Chief Retail Officer Perspective
Mike Allen

2. 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

3. 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

4. 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

5. 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

6. 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

7. Significance for Strategy

8. 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?

9. 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

10. 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?)

11. Significance for Customer Communication and Branding

12. 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?)

13. Impacts of Adding Segments
Significance for Customer Communication and Branding
Impacts of Adding Segments

14. Impacts of Adding Segments
Significance for Customer Communication and Branding
Impacts of Adding Segments

15. Significance for Product Design and Pricing

16. 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?)

17. Impacts of Adding Segments
Significance for Product Design and Pricing
Impacts of Adding Segments

18. Impacts of Adding Segments
Significance for Product Design and Pricing
Impacts of Adding Segments

19. Significance for Delivery Channels and Technology

20. 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?)

21. Impacts of Adding Segments
Significance for Delivery Channels and Technology
Impacts of Adding Segments

22. Significance for Financial Results and the Balanced Scorecard

23. 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?)

24. 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

25. Impacts of Adding Segments
Significance for Financial Results and the Balanced Scorecard
Impacts of Adding Segments

26. Two Segment Decision

27. Questions

28. 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

29. 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