A recent study by fintech provider Fraedom found that 86 percent of bankers believe challenger banks pose an increased threat to their business, with over half that group seeing challenger banks as the greatest threat. What makes challenger banks so threatening is their technology platforms. To compete, other banks are being forced to invest in technology and update their legacy systems.
Technology in and of itself is not a total solution. The bottom line is preventing customer attrition. While new online banking capabilities help, the real key is building customer relationship. One way to do that is to sell your customers additional financial products.
Based on 30 years helping banks expand their small business portfolios, we have found that businesses that use over 2.5 financial services from a bank are much more likely to remain a long term customer and provide a return on investment many times over the banks acquisition costs. Our research shows that going from 1 to 2 products increases direct margin by 10 times and going from 2 to 6 products increases direct margin by 42 times.
We provide two programs that identify a bank’s internal opportunities to sell additional products. They are:
Identifying small business customers that have a high propensity for requiring additional financial products. We have product use propensities for 16 different financial products along with wallet size (cash and loan) and customer life-cycle. By appending this information to your commercial portfolio, we can identify your high value opportunities.
Identifying business owners and executives that are retail only customers of your bank. We find that anywhere from 8 to 20 percent of a bank’s or credit union’s retail accounts will be business owners. We do this by having linkages for over 24 million owners/executives between their residence and their business. The conversion rate for these in-house prospects is typically 4 to 8 times that of external small business prospects and we have witnessed marketing campaigns directed at this group exceed 1000 percent return on marketing investment.
In any environment, one key to bank profitability is fostering organic growth and thereby reducing attrition. Technology alone is not the answer to the treat posed by challenger banks, but combining new online banking services with smart, targeted marketing campaigns that address the opportunities already residing in your customer portfolio can make a big difference. In the final analysis, it’s all about realizing the profit potential of your customers base.