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  • Connected Consumer Index
    • 05/06/16
    • Fashion and Lifestyle
    • Home Appliances
    • Financial Services
    • Health
    • Health Technology
    • Media and Entertainment
    • Retail
    • Technology
    • Travel and Hospitality
    • Automotive
    • Consumer Goods
    • Home and Living
    • Market Opportunities and Innovation
    • Trends and Forecasting
    • United Kingdom
    • English

    Connected Consumer Index

    GfK’s Connected Consumer Index provides a single measure covering how much, and on what devices, consumers in each of 78 countries and 8 world regions digitally connect with each other and with digital content. 

  • Economic uncertainty clouds consumer confidence
    • 04/29/16
    • Financial Services
    • Consumer Goods
    • Consumer Panels
    • United Kingdom
    • English

    Economic uncertainty clouds consumer confidence

    Index tumbles into negative territory for the first time in 15 months. 

    GfK’s long-running Consumer Confidence Index dropped three points in April to -3. 

  • Economic uncertainty clouds consumer confidence
    • 04/29/16
    • Financial Services
    • Consumer Goods
    • Consumer Panels
    • Global
    • English

    Economic uncertainty clouds consumer confidence

    Index tumbles into negative territory for the first time in 15 months. 

    GfK’s long-running Consumer Confidence Index dropped three points in April to -3. 

  • Savers just outnumber fun-lovers internationally
    • 04/28/16
    • Press
    • Financial Services
    • Market Opportunities and Innovation
    • Trends and Forecasting
    • Global
    • English

    Savers just outnumber fun-lovers internationally

    Internationally, people with a ‘save now’ mindset just outnumber people with a ‘have fun now’ mindset – but the numbers are very close.

  • Savers just outnumber fun-lovers internationally
    • 04/28/16
    • Financial Services
    • Market Opportunities and Innovation
    • Trends and Forecasting
    • Australia
    • English

    Savers just outnumber fun-lovers internationally

    Internationally, people with a ‘save now’ mindset just outnumber people with a ‘have fun now’ mindset – but the numbers are very close.

  • Savers just outnumber fun-lovers internationally
    • 04/28/16
    • Financial Services
    • Market Opportunities and Innovation
    • Trends and Forecasting
    • United Kingdom
    • English

    Savers just outnumber fun-lovers internationally

    Internationally, people with a ‘save now’ mindset just outnumber people with a ‘have fun now’ mindset – but the numbers are very close.

  • To keep millennial shoppers in store, embrace the frictionless payment future today
    • 04/27/16
    • Financial Services
    • United States
    • English

    To keep millennial shoppers in store, embrace the frictionless payment future today

    Providing consumers with shopping and purchase experiences that will keep them coming back for more is one of the highest priorities for retailers. In-store shopping needs to intertwine seamlessly with the growing online and mobile aspects of purchasing. Ideally, a retail brand will look, feel, engage and deliver to customers at every touchpoint, with every interaction.

  • Canadians prefer saving for tomorrow to indulging today – GfK study
    • 04/27/16
    • Financial Services
    • Trends and Forecasting
    • United States
    • English

    Canadians prefer saving for tomorrow to indulging today – GfK study

    Amid strong concerns about rising household debt in Canada, only 11 percent of Canadian males and 8 percent of Canadian females embrace a “have fun now” mindset over a commitment to saving and investing for the future. 

  • Four in Ten US Consumers Prefer to Focus on Savings, Investments  Rather Than ‘Enjoying Life Today’
    • 04/27/16
    • Financial Services
    • Trends and Forecasting
    • United States
    • English

    Four in Ten US Consumers Prefer to Focus on Savings, Investments Rather Than ‘Enjoying Life Today’

    In the US, 43% of consumers prefer to save and invest for tomorrow rather than “enjoy life today,” according to a just-released GfK study. 

  • German consumer climate is on the rise again
    • 04/27/16
    • Financial Services
    • Public Services
    • Trends and Forecasting
    • Global
    • English

    German consumer climate is on the rise again

    German consumer optimism improved distinctly in April. The overall index is forecasting 9.7 points for May, up from 9.4 points in April.

  • European retail in 2016: Slow but real-value growth
    • 04/22/16
    • Financial Services
    • Greece
    • English

    European retail in 2016: Slow but real-value growth

    GfK study on retail conditions in 33 European countries

    GfK has carried out a comprehensive analysis of the European retail scene in 33 European countries. The study examines purchasing power, the retail share of the population's total expenditures, inflation, sales area productivity as well as a turnover prognosis for 2016. The study is part of the new edition of ACROSS Magazine, which is being launched at the 2016 ICSC European conference in Milano, Italy.

    • 04/21/16
    • Financial Services
    • Technology
    • Global
    • English

    4 ways financial service companies can better their omnichannel marketing

    Recently, I noticed a new credit card offer that sounded great. So, naturally, I clicked on the ad. Instead of sending me to a separate landing page with more information, I was unpleasantly surprised when the ad re-directed me to the bank homepage. Annoyed, I continued my online banking. However, while they lost me with that online banner, the campaign was multichannel and still managed to pull me in.

    I received another ad after logging into the bank system. It came in the form of a message suggesting that I call the contact center to order this new card. I was not keen on talking to the interactive voice response (IVR) system I was initially confronted with so I messaged the bank. After some back and forth email communication, eventually I was put in contact with someone at the call center.

    Once the card was ready, I received a text message saying I had to pick it up in person. This was a nice touch, except I was given no branch address or any details regarding a time for collection. I had to contact the call center again. This time around they provided me with incorrect information, causing me to visit the branch twice in order to get my card.

    Minimize, differentiate, accelerate, and connect omnichannel banking

    I was dissatisfied. But as a marketer, I started thinking about how this irritating experience could be fixed – what would the seamless customer journey look like?

       

    • Minimize clicks and channels

      In this case I had to interact with the bank using six channels with two or more interactions within each channel. Simply put, limit the clicks and channels.

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    • Differentiate channel experiences to individual needs

      As I consider myself to be both technically advanced and busy, I would expect the bank to cater to my needs and provide a fast, single-channel and remote solution for obtaining the card. At the same time, there are individuals to whom the card is targeted at who prefer not to receive cards in the mail because of privacy concerns. It’s essential to differentiate to fit individual needs.

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    • Real-time interaction across channels

      If the bank decides to add multiple remote channels it should ensure the response time is the same as it would be if the customer were to enter the branch or call the center, i.e. “real time”. Most of us would certainly not expect to wait in line for a couple of days, so we should we wait this long for an email?

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    • Multiple channels – single contact

      It is paramount for banks to have a single contact person across channels, or at least have representatives with instant access to the same level of information about customers.

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    Will banks eventually listen to feedback?

    I sent those recommendations to my bank, and I hope that they are useful in helping them ensure a seamless omnichannel journey for other online bankers.

    Please share your thoughts with me in the comments section below or email me at Dmytro.Yablonovskyy@gfk.com.

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