Wednesday 29 January 2020

Banking Trends: Creating a Multi-Channel Customer Service - I-AM Branding and Corporate Identity Services India

The role of technology is increasingly changing consumers’ needs and expectations. This represents both a challenge and an opportunity in the global banking sector.

How is customer demand changing the banking sector and what impact does this have on the most effective business model for major banks? How can banks ensure that they are reflecting the customers’ needs and maintaining their loyalty, while adopting more technology in order to reduce costs?

I-AM’s Group Managing Director, Jon Blakeney, addressed these questions and shared his views on the subject with Hong-Kong’s BRAND Magazine. With over 20 years’ experience in leading design projects for a host of market-leading banks, Jon has played an influential role in the evolution of this sector.

Jon notes that banking customers are demanding more than ever before: the days of the ‘traditional’ high street bank have been replaced by more dynamic financial institutions that – in order to survive – have to respond effectively to the needs and wants of their customers.

With standard branch sizes and the numbers of staff both being decreased, and transactions increasingly moving online or to self-service, what remains of the human aspect of customer service must be even better in order to retain customers and attract new ones.

The same can be said of the importance of the bank’s image and the ‘customer experience’ on offer. Both are vital – and only by achieving the best of both can a bank truly stand out from its competitors.

As a result, the business model of the major banks has shifted in the direction of the retail sector. In the digital age, the bank’s ‘brand’ and customer touch-points are key selling points. Bank branches that were once designed as functional spaces in which to transact and sell, have become a more engaging customer experiences that can focus on promoting the bank’s more profitable products and services. Touch points that focus on face-to-face advice are becoming more inviting and welcoming. In order to hold on to their customers in an ever-changing environment, banks have started to think more like consumer brands in the retail and food industries. The mantra should be: serve first, sell second.

Offering a customised service is a cost-effective way to attract more customers. The secret to success in this area is a well-thought out service model that includes every customer’s potential requirements (within reason) followed by a good triage process to prioritise where focus is placed during the sales and marketing process. Effectively, you’re pre-designing a solution once for every case and then re-selling it on multiple occasions. The outcome is that the consumer feels as though they is getting a bespoke solution when, in fact, it’s off-the-shelf. In a sense, this is “mass-customisation” done right.

E-commerce is the perfect platform for selling ‘mass-customisation’. Behind the digital interface can sit a host of pre-designed products and services of seemingly tailored financial products. In this way, the customer is getting exactly what they need without having to go through a laborious process to specify it.

Needless to say, in order to make this a viable offer for the bank, in-depth market knowledge and customer insight are of paramount importance, as is excellent user-experience, which will allow the consumer to find the products or services in the fewest and most intuitive steps possible.

If you want to speak to our experts about the services we offer, get in touch!

Email us: hello@i-amonline.com / Call us: 020 7613 4114 / Tweet us: @i_am_group / Like us on Facebook / Connect on LinkedIn

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Brian Pinto
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brian@i-ammumbai.com

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Jamaica Patty Co. Launch Venue in London - I AM Branding and Corporate Identity Services in India


We are excited to unveil what is set to become a true gem of Jamaican food in the capital and across the UK: Jamaica Patty Co.

The new fast-casual restaurant, situated in Covent Garden, brings quality Jamaican food to London. I-AM worked on developing the concept with founder Theresa Roberts, who was frustrated by the lack of fresh Jamaican food offerings in the UK and keen to offer a sleek, modern-day experience with authentic flavours.

All recipes have been developed in-house by multi-award-winning Jamaican chef Collin Brown, with Theresa. Aside from enjoying a selection of juicy, freshly baked patties, diners can feast on authentic national dishes: from curried goat to saltfish, and just about everything with jerk flavour. Iconic desserts such as the Devon House Ice cream and Tortuga Rum Cake are flown in from Jamaica, alongside the Blue Mountain Coffee range.

I-AM created an exuberant space inspired by the colours of the Jamaican flag and introduced a digital element in the form of a large plasma screen digital wall, situated inside the venue. The result is a sophisticated and vibrant Jamaican experience.

Jamaica Patty Co. opens to the public this Saturday the 22nd of March and is set to be the first in a series across the UK. See you there!

A: 26 New Row, Covent Garden, London WC2N 4LA

W: www.jamaicapatty.co.uk
If you want to speak to our experts about the services we offer, get in touch!

Email us: hello@i-amonline.com / Call us: 020 7613 4114 / Tweet us: @i_am_group / Like us on Facebook / Connect on LinkedIn

Visit our website-: https://in.i-amonline.com/jamaica-patty-co-launch-venue-in-london/

Address-:
P-2 Raghuvanshi Estate
11/12 S B Marg, Lower Parel
Mumbai 400013

Please get in touch:
Brian Pinto
Country Head
+91 9930519476
brian@i-ammumbai.com

Services
Brand Portfolio Management Services in India
Brand Portfolio Management India
Brand Architecture Services in India
Brand Strategy Consulting in India
Marketing Consulting Services India
Architecture and Design Company India
Brand Consultants India
Branding and Corporate Identity Services India
Brand Design Agency India
Brand Consulting Services in India
Brand Positioning Services in India
Brand Identity Design India
Branding Agency India
Workspace branding
Workspace design
Office branding
Office design

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