Alexey

  • I would like to talk about measuring the relationship strength. There are many different methods… Personally I prefer to look at the following KPI: number of products per customer, lifetime in the bank when customer is active (months), number of transactions per month, income per customer, DDA balances per customer. What do you think would be…[Read more]

    • Great comments Alexey (and questions) !! One specific comment I would like to make is the following: You would be surprised how much affluent customers tend to leave in DDA balances. As a % of their overall accumulated wealth, it may be small, but compared to mass market customers, it may be many times larger in real cash value. The reason is…[Read more]

      • Thank you for clarification, Michael. I would also think that DDA balance say something about customer’s loyalty, but it’s true that alone it doesn’t indicate the relationship strength. Maybe this affluent customer has a number of such accounts and is not particularly loyal to the specific bank.

      • To piggyback on a little of what Michael has said, I believe that DDA balances is a good indicator of the opportunity to foster a relationship with customers. People who have multiple accounts can end up stagnating, not touching the account for a while, therefore becoming less of an opportunity to grow with the bank. I once forgot that I had a…[Read more]

  • Anton and Profile picture of AlexeyAlexey are now friends 6 years, 5 months ago

  • Alexey changed their profile picture 6 years, 5 months ago

  • Alexey changed their profile picture 6 years, 5 months ago

  • Sberbank “Bank of Future” Branch





    • How cool is that!! 🙂 very nice…

    • Talking about ”Banks of Future”. Take a look at this video:

      Banco Bradesco has opened a futuristic hi-tech branch in São Paulo Brazil featuring robot guides, personalised financial advisory services from digital avatars and on-screen consultants, biometric inte…[Read more]

      • Looks very hi-tech, but I would be totally lost there without assistance of a human. Definitely a cool experiential environment though!

    • the design and concept looks amazing! but i’m wondering how effective all of this is. How would you know what is where? Honestly, I think I’d forget about using the bank and I’d end up lazing around on those chairs or using a computer.

  • Ciprian and Profile picture of AlexeyAlexey are now friends 6 years, 6 months ago

  • Alexey posted a new activity comment 6 years, 6 months ago

    Speaking about techniques, the most undeveloped area – is measuring customer loyalty and relationship strength. NPS doesn’t work here because it describes the past, but doesn’t answer the question, whether customer will be loyal tomorrow if he will be offered the same product for lower price and more functional channels for free. We apply or own…[Read more]

  • Alexey posted a new activity comment 6 years, 6 months ago

    I think that the technique itself is not so important, all methods are well-known and there is nothing revolutionary.
    Usually, the main challenge with customer feedback and quality of experience is in strong discipline, being structured and pragmatic. Collect feedback in all channels, on constant basis, from different segment, be able to track…[Read more]

  • Denis and Profile picture of AlexeyAlexey are now friends 6 years, 6 months ago

  • Alexey posted a new activity comment 6 years, 6 months ago

    I think the bank should fix the basic things first, but with some perspective vision. For example, if the bank doesn\’t have an Internet Bank, it should be implemented before PFM tools, but the IT infrastructure should be flexible enough to support easy integration with PFM in future.

  • Alexey posted a new activity comment 6 years, 7 months ago

    How funny, yesterday we have been talking about this issue with friends, and came up to a simple solution. There always must be 2 types of designers working on a project: \”Fairy designer\”, thinking about experiential atmosphere, colors, emotions etc., and \”Redneck designer\” who should take care of practical aspects of environment usage)

  • Alexey posted a new activity comment 6 years, 7 months ago

    Actually, it\’s funny) hopefully, it was still his account…

  • Alexey posted a new activity comment 6 years, 7 months ago

    The important thing here is obtaining customer feedback on constant basis in a structured way (different channels, different types of contact etc.) to make sure your culture starts working properly. How do you handle this so far?

  • Begoña and Profile picture of AlexeyAlexey are now friends 6 years, 7 months ago

  • Alexander and Profile picture of AlexeyAlexey are now friends 6 years, 7 months ago

  • Alexey and Profile picture of IanIan are now friends 6 years, 7 months ago

  • A Month ago I’ve been to Berlin. And occasionally entered the Deutsche Bank branch (located in the main street in the center), which looked like a Samsung shop with plasma TVs and tablets at the entrance. Also, inside of the branch there was a cafe, souvenir shop, big touch pad screen for goal setting, small rooms for kids, different zones with…[Read more]

    • Your description of the bank does not do it the same justice that your pictures provide. The bank itself is amazing – truly a testament to the heightened quality and experience that Deutsche Bank is trying to provide. From the entrance to the bar, the bank seems to boast sophisticated machines coupled with attentive staff and a very modern,…[Read more]

    • I don’t get how some of the features make sense. Why would you want a cafe in your bank? Better yet, why would you want a souvenir shop in your bank?

      • When you think of a bank, you don’t usually think of a place to sit and relax. Most people are in and out of there as quickly as possible, so adding these things slows down the pace. Coffee is great because I do my banking in the morning on the way to work, so if I can get some coffee where I can do my banking it will save me a trip to the local…[Read more]

  • Load More