I don’t think anyone would be surprised to learn that there’s a pretty good overlap between social banking and mobile banking. I embed the following video where Mike Panzarella talks about a variety of things. He goes into segmentation of customers around 1:30 in the video. The entire video is interesting though.
Now back to the question, where is the overlap. Here’s my thoughts on the subject:
- Social can and probably will occur within a mobile interface. Plan accordingly. (of course, if your mobile strategy is facebook and twitter, you are already covered.)
- Segmenting of mobile banking customers is pretty much the same as segmenting your social users. If you have two different groups working on this, you should get together and invest in these tools for a better return on your investment
- Targeting of mobile banking customers will occur through a social banking set of interfaces
- Social customer service will have to help mobile users. Retail banking needs to thoroughly understand this