Customer Experience and Design

What Does Mobile Banking Have to Do with Social?

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.

The Digital Essentials, Part 3
The Digital Essentials, Part 3

Developing a robust digital strategy is both a challenge and an opportunity. Part 3 of the Digital Essentials series explores five of the essential technology-driven experiences customers expect, which you may be missing or not fully utilizing.

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Now back to the question, where is the overlap.  Here’s my thoughts on the subject:

  1. 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.)
  2. 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
  3. Targeting of mobile banking customers will occur through a social banking set of interfaces
  4. Social customer service will have to help mobile users.  Retail banking needs to thoroughly understand this

 

 

About the Author

Mike Porter leads the Strategic Advisors team for Perficient. He has more than 21 years of experience helping organizations with technology and digital transformation, specifically around solving business problems related to CRM and data.

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