Bankers need to think digital rather than use the term ‘omnichannel’ because the Internet is not a channel.
I was at a conference recently when somebody said, “I hate the phrase ‘omnichannel,’” and then went on to talk about the cloud, big data and more management gobbledygook.
Now, don’t get me wrong, we all hate buzzwords but I really hate the use of the phrase “omnichannel” (I call this a phrase, as it is two words). I hate it because it’s just some made-up phrase that some technology marketing person dreamt up to talk about the challenge of all these digital touch-points.
Banks have a unique opportunity to capitalize on the vast amounts of customer insight they hold to go beyond simply facilitating payments. They can reinvent themselves as an Everyday Bank, helping customers reach decisions about what to buy, when and where to purchase, and even helping to negotiate the best deals in a ubiquitous Format.
Data-driven personalization is the key to big gains in customer satisfaction, customer acquisition, and account growth. But the complexities involved in implementing a cross-channel personalization platform can be overwhelming. Here’s a break down of the pieces involved with crafting a personalized omni-channel and cross-channel experience.
I’m at a conference last week and someone says, “I hate the phrase ‘omnichannel’”, and then talked about cloud, big data and more management gobbledygook after dissing omnichannel.
Now don’t get me wrong, we all hate buzzwords but I really hate the use of the phrase omnichannel (I call this a phrase, as it is two words imho).
I hate it because it’s just some crappy made-up phrase that some technology marketing nerd dreamt up to talk about the challenge of all these digital touch-points.
One step forward form multichannel (1990s), omnichannel purely adds in the mobile as a new touchpoint.
For me, it just falls into my bin of 20th century sayings that include video, tape, disk and more.
As customers continue to change their channel usage patterns, banks and credit unions must focus on delivering a consistent and seamless experience across various touch points. More than just a buzzword, omnichannel banking is an opportunity to deliver bottom line results by gaining insight into customer’s channel preferences and behavior.
“When in doubt, mumble. When in trouble, delegate. When in charge, ponder.” -James Boren Let’s talk about the multi-channel experience we’re all designing. As we get deeper into the world of branch/Internet/mobile delivery, a very clear planning tenet has been the development of a “seamless, consistent, easy cross-channel experience.” Perfectly valid. Nobody who lives in all of these channels will accept anything but easy. We already know that. – See more at: http://www.gonzobanker.com/2014/03/what-would-jeff-and-steve-say/#sthash.HkvsolSI.dpuf
Over a bright Sunday, I went out with my daughters to a park full of swings, see-saws and slides, to enjoy the winter sun.
The purpose was to do ‘only physical sports and games’ and avoid going to a shopping mall, with its artificial play areas and junk food options keeping the children away from the ‘real’ games we used to play in our childhood.