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BlueSpire presented this financial trends webinar on Wednesday, Nov. 20. Our subject matter experts focused on the following points (among many) in the webinar: • Content: Auditing your content across multiple channels and engagement that drives growth • Branding and Design: Brand consistency as the “new black” and what’s new in design • Multi-Channel Approaches: Making the shift to digital while still integrating print, responsive design pros and cons, email onboarding/triggering/drip campaigns, and latest recommendations on search and social For more information, visit bluespiremarketing.com/blog.
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Financial Marketing Trends for 2014:
What You Really Need to Know
Welcome
Your Panel
Jen Joly, Marketing & Communications
Director, Financial Marketing Strategist
Beth Miller, EVP/Innovation, Content
Strategy and Client Engagement
Grant Evans, Director of Digital Publishing
Christian Twiste, Vice President/Interactive
Services
Agenda: Trends That Should Drive
Your Financial Brand in 2014
Brand and Design
Authenticity, Transparency, Consistency & More
Content
Knowledge, Audits and Engagement
Multi-channel Approach
Integrating Print and the Digital World
Before We Dive In …
What’s expected in the economy for 2014?
The U.S. economy is expected to grow roughly 3%
The unemployment rate will fall to roughly 6.6%
Credit union savings balances are expected to grow 5%
Loan balances are expected to rise more than 6% for banks and credit unions
Bank business loans are expected to grow by more than 7%
Bank charge-off rates are expected to drop to 2.2%
SOURCES: Economic Projections of Federal Reserve Board Members and Federal Reserve Bank Presidents, September 2013 CUNA Economic Forecast as of September 2013 Economic Advisory Committee of the American Bankers Association, June 2013
Persistent Trend:
Consumer as the Core
Brand and Design:
Authenticity, Transparency and Consistency
Trend: Authenticity
“I don’t tell my friends about your brand
because I like your brand, rather because I
like my friends.”
Know Thy Self
Know who you are:
Aspirational
Unknown
Mature
Trend: Authenticity
Trend: Transparency
Guilt-free Consumption (GFC)
Source: trendwatching.com
Trend: Transparency
“A new kind of consumption: one free
from worry (or at least with less worry)
about its [consumption’s] negative
impact, yet that allows continued
indulgence.”
Source: trendwatching.com
Transparency in Action
SELF
SOCIETY
PLANET
Emotional Connections in Action
Trend: Brand Consistency
Consistency is the new black. Why?
With more and more channels, consistency is
more important than ever
Your audience is inundated every day!
Document
… and Evangelize
Other Action Items
Internal
Employee goals
New Employee Orientation
Brand Training
Brand Champion Program
Brand Recognition Programs
External Focus
Defined plan to meet business and audience goals that is measurable
Brand Consistency Proof Points
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Design guidelines, brand standards manual or style guide
New employees receive brand orientation/training
Ongoing brand training for employees
Source: Financial Brand/Aite Group survey of 258 financial services executives (2/13)
High Performing Banks and Credit Unions vs. Lower Performing Peers
Consistency in Action
Consistency in Action
A brand is
The sum of all characteristics and
feelings, both real and perceived, that
create an impression and make
a promise.
Trend: Innovation
“Banking innovation’s gonna change more in the next 12 months than it has in the previous two decades.”
- NCR VP Brian Bailey, who works with banks on branch transformation
Sources: BAI Banking Strategies, “Innovation Focus on Mobile and Online” American Public Media, Marketplace, “Your bank teller will live inside an ATM”
0
10
20
30
40
50
60
70
“60% of banks today have an innovation strategy compared to just 37% in 2009,” says Haragopal Mangipudi, global head, Finacle.
Trend: Innovation in Action
Pretail (pre-retail)
“A mode of consumption that sees consumers treat crowdfunding platforms as the new shopping malls. Why? Because that’s where current customer demand for more innovative, exciting and unique products and services is being served better than anywhere else, by an army of entrepreneurs and start-ups.”
Source: trendwatching.com
Pretail in Action
Pretail vs. Consumer Controlled Innovations
Trend: Flat Design and Grid Systems
Flat design Minimalistic, simplistic
Vibrant colors
Geometric shapes
Typically limited to two (2) sans serif fonts
No embellishments: i.e. no shadows, bevels, gradients or textures
Grid systems
Single page design
Transparency
Locked headers
Large Photos
Content as visuals
Focus on typography
App style interfaces
Single version (mobile and desktop)
Retina Ready
Flat Design
Then
Now
Grid Systems and Info Graphics
Scrolling, Headers and More
Content 2014 Trends:
Knowledge, Audits and Engagement
Trend: Knowing Your Audience
“As the science of data analysis becomes
more cost efficient and sophisticated and
consumers generate more measurable data
than ever, brands will increasingly be able to
predict what a customer needs or wants—
and tailor offers and communications very
precisely.”
Source: JWT Intelligence 10 Trends for 2013
Knowledge in Action: Customizing
Your Message by Audience
Message Map created by target audience and specific goal(s). Content process = Create, Curate and Influence
Trend: Shift to Strategic Content
No 52%
Yes 39%
Unsure 9%
Percentage of B2C Marketers Who Have a Documented Content Strategy
Content Marketing Usage by B2C Marketers
Rose to 90% (from 86% the previous year)
60% surveyed expect their company’s
content marketing budget to increase in the next 12 months.
Source: 2014 B2C Content Marketing Trends—North America: Content Marketing Institute/MarketingProfs
Content Strategy Approach
Strategy
Workflow and
Delivery
Create
Govern
Content Audit
Identified Goal
Channel
Key Messages
Purpose (Training, Education, CTA, Promo)
Goal Alignment
Distribution/Reach
Cross Organization
Budget Allocation
Rating
Conducting an Audit
Reporting Your Findings
Summary
Content Audit Factors
Rating System
Findings of Audit
Strengths
Weaknesses
Distinct Gaps
Recommendations
Best Practices
Next Steps
Make the Strategy Stick:
Content Tactical Plan
Target Audience
Goal(s) to influence
Content outlined
Tactic
Execution & Reach
Timeline
Budget implication
Measurement
Outline of success
How to Measure Content
Primary Content
Indicators
Secondary Content Indicators
User Indicators
Source: “The objective approach,” Joe Pulizzi, IABC Communication World, November 2013
Trend: Own the Brand Experience
You need to own the customer experience from start to finish.
Marketing/communications should OWN the customer experience (at least the understanding of it).
Why is owning the brand experience
so important?
Trend: Designing the CX
CX
UX
The Customer Experience (CX) looks at every experience and interaction across the customer journey.
Source: http://blogs.forrester.com/kerry_bodine/13-10-04-how_does_service_design_relate_to_cx_and_ux
CX Trend Meets Measurable Results
Source:: Forrester’s The Business Impact Of Customer Experience, June 10, 2013
USAA saw a 77% Y-O-Y increase in
site visitors, a 15% increase in
completed auto loans and a 23%
increase in vehicles sold when it launched a platform for researching, financing and insuring vehicle purchases.
Multi-channel Approach:
Trends for Integrating Print and
the Digital World
Trends: Multi-channel Approach
Does this sound familiar?
We need…more Facebook likes.
We need…more Twitter followers.
We need…more YouTube videos.
We need…to be on Pinterest.
We need…to figure out Google+.
This is in addition to your traditional print
and digital channels!
Ask the Initial Questions
Who are you trying to reach?
Start by being “medium agnostic” and choosing the medium based on where your targets are
What is the conversation you’re trying to have?
Multi-channel doesn’t take place of an overall marketing strategy, good content or consistent positioning
Successful Multi-channel Approach
Trend: Make It Easy
Financial marketers continue to move
toward tools that simplify life for their
customers/members …
Make it Easy in Action
This section will allow
people to click on their age group to view age specific
content
General retirement planning article or
timely news
This section will
always contain a poll. The recipient will be
able to see how everyone answered after they make a
selection.
This section will guide people to take action
– anything from increasing their contribution to
checking out a blog.
This section guides
people to web
Digital Trend: Intelligent Objects
“Everyday objects are evolving into
tech-infused smart devices with
augmented functionality. As more
ordinary items become interactive,
intelligent objects, our interactions with
them will get more interesting,
enjoyable and helpful.”
Source: JWT Intelligence 10 Trends for 2013
Intelligent Objects in Action:
GPS & Maps Integration
Mobile sites and
apps can
access device
specific features
such as the
GPS or camera
to provide more
functionality
Intelligent Objects in Action:
Responsive Design
BENEFITS PITFALLS
Consistent user experience across all platforms
Limited ability to customize the experience and access device specific features
Streamlined site management Slower and less responsive
Reduced maintenance risks and improved release cycles
Longer initial development times and higher upfront costs
Can improve analytic visibility with a single URL structure for all devices
Can complicate your ability to segment traffic sources and plan upgrades
Trend: Re-emergence of Email
91% of consumers reported checking their
email at least once a day.
“Nearly 90% of businesses said email
marketing was 'very important' or
'important', and yet the DMA also reports
that over a third of businesses are unable
to calculate ROI from email marketing.”
Trend: Email 3.0
As email marketing has evolved into a mature
advertising medium, campaigns have advanced to
include more targeting and interactive content
PURLs (Personalized URLs) provide each subscriber with
their own unique Web address to offer a more customized
experience and drive access in offline marketing
Triggered campaigns provide additional content and
features based on subscriber interactions with your
standard email campaigns and websites
Drip campaigns allow users to opt-in for a pre-defined
series of emails based on their preferences
Email ROI in Action: Planning
Successful Campaigns
Successful campaigns
require a strategy that
balances the interplay
between your marketing
goals, target audiences
and available email lists
Personalization features
should be determined
before creative is developed
to ensure tight integration
between brand, content
needs and the final design
Strategy
Marketing Goals Target Audiences
List Definition Content
Personalization
Creative Execution
Email 3.0 in Action: Onboarding
Email 1 Email 2 Email 3
Email 4 Email 5 Email 6
Streamline welcome messaging and
product education
Sync products so customers receive
the right message for the right
products
Email 3.0 in Action: Triggering
Trigger #1 Mortgage Offer
Trigger #2 Mortgage Offer
1 week later 2 weeks later
Shared Landing Page
Email 3.0 in Action: Drip Campaigns
Marketing automation
features enable you to
configure campaigns in
advance including the
ability for users to
select which “track”
they wish to receive.
In this example, users
select business or
personal, and then
receive a series of 4
emails over time.
Welcome
Email 1 Email 2 Email 3 Email 4
Start Track
Business Track
Personal Track
Email 1 Email 2 Email 3 Email 4
Switch Track
Trend: Human-centered Search
Google recently introduced a new search algorithm
called Hummingbird that combines 200 separate
services to offer a more conversational and semantic
search
The goal is to better focus on the “meaning” behind the
words
For example, a search for “What’s the closest place to buy
the iPhone 5s to my home?” will recognize that a “place”
signifies a traditional store and that an iPhone 5s is a
particular kind of device
Hummingbird doesn’t replace the traditional PageRank
algorithm and your current search engine tactics do not
need to change
Human Search in Action
Hummingbird
works with voice
enabled search to
provide intelligent
answers to spoken
queries such as
“Where is the
nearest ATM?”
Human Search in Action
Search can be combined with “retargeting” or “remarketing” to improve your online lead conversion
As Beth is fond of saying, “Retargeting is the pair of shoes that keeps following you around the web”
Advertisers purchase targeted keywords and then tag pages on their site
These tags display additional targeted ads during future web browsing
Questions
& Answers
About BlueSpire
What we do…
BlueSpire provides strategic
marketing solutions for clients in
health and wealth industries,
focusing on content marketing
that elevates audience
engagement and inspires action.
30 years of experience with
financial institutions
Clients include some of the
largest names in the industry
To request a consultation, visit www.bluespiremarketing.com.
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