Bank 2.0: How Customer Behavior and Technology Will Change the Future of Financial Services |  | Author: Brett King
Publisher: Marshall Cavendish Reference
Category: Book
List Price: $39.99
Buy New: $28.16
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Rating:  2 reviews
Sales Rank: 33,392
Media: Hardcover
Pages: 400
Shipping Weight (lbs): 1.5
Dimensions (in): 8.9 x 6.2 x 1.5
ISBN: 9814302074
EAN: 9789814302074
ASIN: 9814302074
Publication Date: July 15, 2010
Availability: Usually ships in 1-2 business days
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Product Description
The financial crisis is just beginning for retail institutions. Ninety to ninety-five per cent of bank transactions are executed electronically today. The Internet, ATMs, call centres and smartphones have become mainstream for customers. But banks still classify these as alternative channels and maintain an organisation structure where Branch dominates thinking. Continued technology innovations, Web 2.0, social networking, app phones and mobility are also stretching traditional banking models to the limit. BANK 2.0 reveals why customer behaviour is so rapidly changing, how branches will evolve, why cheques are disappearing, and why your mobile phone will replace your wallet all within the next 10 years.
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| Customer Reviews:
BANK 2.0: What's the future of your bank? August 7, 2010
David Gerbino (New York, USA)
4 out of 4 found this review helpful
The following is an approved excerpt of my review of Brett King's book, Bank 2.0, that was published by the ABA Banking Journal. I offered to review the book for the ABA Banking Journal as I am a Community Banker and was planning on reading Brett King's book. They accepted my offer and provided me with a publishers copy.
BANK 2.0: How Customer Behavior and Technology will Change the Future of Financial Services, by Brett King, Marshall Cavendish/Business, 397 pp., 2010
The preface to Brett King's new book, BANK 2.0: How Customer Behavior and Technology will Change the Future of Financial Services, begins: "A staggering 90 per cent of daily transactions are executed electronically today. Institutions that hold on to the belief that physical branches remain at the core of what the brand does, will not adapt easily to the customer of tomorrow who rarely visits a branch or the customer who sees no need for an over-the-counter transaction with cash or cheques. Those who still classify the Internet, ATM and iPhone applications as `alternative' channels will be playing catch up for the next decade, while intermediaries will increasingly capture niche service opportunities. This is where BANK 2.0 starts."
The author is direct and to the point.
The second paragraph begins "Let us be clear. This book is not for traditional bankers who want to stick to the status quo."
Brett King raises the bar very high for this book. At 397 pages, he delivers. My Twitter- style review (140 characters or less) of this book is:
"If you are a banker, buy @BrettKing `s book BANK 2.0 - http://amzn.to/a781Ex "
But now on to more specifics.
Look for my full review in "Books for Bankers" on the ABA Banking Journal website.
If you're in the financial services industry, you need to read this book. August 5, 2010
B. Leimer (Berkeley, CA United States)
1 out of 1 found this review helpful
My first impression of Brett King's book is that it speaks my language. As advertised, this is truly "not a book for bankers that want to maintain the status quo." Brett dives into his topics with enthusiasm and talks very directly about how customer behavior and technology, always disruptive forces, are dramatically changing the financial services industry. The book covers everything from measurement of customer/client/member expectations and experience, and offers very good insight on how to improve service levels through the very disruptive forces that often befuddle this industry (e.g. new technologies like social media, mobile payments, OFM). He dedicates entire chapters to topics like the call center, brick and mortar branching, CRM, and VRU systems to manage customer interactions. Who else writes about VRU systems in banking and the impact on the customer experience? He offers sage advice on the state of web development in meeting customer needs (lacking in many industries quite frankly) and other self-service channels like ATMs and online/remote banking. He does a good job of providing some context for technology changes, and how recent innovation will impact banking over the next decade. If you are in financial services industry and are interested in where banking is heading, you'll be well served by picking this book up and being part of ongoing trends that will be impact our industry. With technology changing every day, join the conversation at [...] and the author's Bank 2.0 blog at [...]. Last tip: Be prepared for the next decade in banking by setting your road map today. Pick this up before your Chairman or CEO does!
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