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A new look at market intelligence Money on the Move: Financial Services in a Mobile World SourceMedia Industry Trends & Marketing Conference February 7,

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Presentation on theme: "A new look at market intelligence Money on the Move: Financial Services in a Mobile World SourceMedia Industry Trends & Marketing Conference February 7,"— Presentation transcript:

1 A new look at market intelligence Money on the Move: Financial Services in a Mobile World SourceMedia Industry Trends & Marketing Conference February 7, 2012 Presented by: Michael Ellison 1

2 Agenda Introduction Why bother? Financial Services Goes Mobile Best Practices Recommendations/Parting Thoughts

3 Who Are We? Competitive intelligence firm serving financial services industry Customer experience and Web best practices Monitor services covering financial sites since 1997 Use our own accounts to test them Focus on Mobile Wireless Monitor 2001 Money on the Move Report 2011 Mobile Monitor 2012 Ongoing updates

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7 Mobile Timeline 7

8 Why bother? 8

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11 Its happening now 11 PCs shipped during same period: 92.1 million

12 Not your fathers tech revolution Business is not driving this tech revolution – consumers are. 12

13 Why should financial services care? Your customers are mobile 28% of investors use mobile to interact with financial firm (CI Survey). Expect more. Mobile users are younger and wealthier Pretax income of $100,000 or more (CI Survey) 55% of wealthy under-50 investors want to interact with advisor via tablets (Cisco survey) 13 Your future customer will demand it.

14 Déjà vu all over again? 14

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16 INDUSTRY SURVEY 16

17 76% of respondents say their firm already offers their clients a mobile platform 17

18 …And most think mobile is a good idea A full 90% think its definitely or probably a good idea to provide their clients with a mobile experience 18

19 99% say mobile is important to customer experience 19

20 In their own words… 20

21 Firms offer mobile services for several reasons 21

22 Industry leaders identified 22 Note: Larger font = more mentions

23 Firms face significant challenges with their mobile efforts 23

24 FINANCE ON THE GO 24

25 Trends Industry continues to raise the bar Key transaction capabilities are expanding Firms provide research & commentary tailored to their audiences SMS banking transactions are growing 25

26 Leaders in Banking & Credit Cards Chase Consistent service and design across mobile site and iPhone, iPad and Android apps 26

27 Leaders in Banking & Credit Cards Chase Mobile login process/requirements are identical to those used by website Remote deposit offered through apps Mobile alerts setup and management Instant Action Alerts enable simple transfers by text message Strong customer service 27

28 Leaders in Banking & Credit Cards Citibank One app for bank and credit card access Extensive credit card account details Six month account histories with useful sort and filter options Recently introduced Popmoney P2P payments iPad app offers innovative graphical displays, educational content and help features Good customer service options Basic SMS features for banking and card clients 28

29 Charles Schwab Multi-platform apps plus a mobile- optimized website Apps make smart use of landscape mode Lengthy two-year transaction history Strong research, advanced full- screen charting Transfers available on all platforms with remote deposit on smartphone apps Useful customer service options on most platforms. Leaders in Brokerage 29

30 Leaders in Brokerage E*TRADE Apps for all major devices iPad app features strong modular display with pre-set views Customizable holdings screen Lengthy two-year transaction history Extensive research capabilities Advanced trading capabilities Quick Transfer tool Mobile check deposits CNBC video for active traders 30

31 Mobile Banking 31.mobi Bank of America Capital One Chase Citibank Citizens Fifth Third ING Direct KeyBank PNC SunTrust TD Bank US Bank USAA Wells Fargo

32 Mobile Credit Cards 32.mobi AmEx * Bank of America Capital One Chase Citibank Discover US Bank Wells Fargo * Android Tablet

33 Mobile Brokerage 33.mobi Ameriprise Charles Schwab Edward Jones E*TRADE Fidelity Merrill Lynch optionsXpress Scottrade Sharebuilder Smith Barney TD Ameritrade TradeKing Zecco

34 Mobile Asset Management 34.mobi Allianz American Century Franklin Templeton iShares Legg Mason PIMCO Putnam T. Rowe Price TIAA-CREF Transamerica Vanguard

35 Best Practices Multi-device support a must iPad apps key to mobile leadership Easy login that matches website Space- and navigation-efficient account information Advanced charting (brokerage) Robust trading (brokerage) Remember customer service! 35

36 Thank You Mobile Resources: Money on the Move: Mobile Finance Review Mobile Monitor – 1Q 2012 Launch Corporate Insight Blog Michael Ellison President (212)


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