Stanlib Focused Investing
- 1. “Seeing it from their side” Des Jones Marketing Director: STANLIB Des Jones Marketing Consultant: STANLIB
- 3. The STANLIB Customer 437 282customers across ten African countries
- 4. Your Customers You sit opposite people today who think they know more than professionals At STANLIB, we want customers to understand that they need advice
- 5. This presentation will look at how customer expectations are evolving and how these affect their view of the investment category and those who work in it In a Nutshell…
- 6. Four Changing Customer Drivers Knowledge Value Assessment and Perception Choices Engagement
- 7. Four Changing Customer Drivers Knowledge Value Assessment and Perception Choices Engagement
- 8. A Lot of Little Information 1 Exabyte (EB) = 1000000000000000000 = 18 zeros
- 10. Need to Know Less What is the second biggest search engine in the world? Customers are reading less, watching more and prefer for it to be easy for them to understand
- 11. R6 Billion per Year Communicating Buyer 2.0 has researched the problem
- 12. Rumsfeld Continuum Danger of not knowing what you don’t know in a world that makes you believe you can know everything
- 13. Four Changing Customer Drivers Knowledge Value Assessment and Perception Choices Engagement
- 14. Professional Standing Top of mind information to make decisions
- 15. Incidences of Paid Advice Reducing
- 17. Predictably Irrational Immediate implications of decisions have more weight than distant gains No retirement Happy retirement
- 18. Judged by The Shiny Image and product mismatch has become more transparent
- 19. Four Changing Customer Drivers Knowledge Value Assessment and Perception Choices Engagement
- 20. Phase of Decreasing Brand Choice 1062listed funds in South Africa 25% Reduction Still 796funds to choose from
- 21. Phase of Increasing Brand Choice 9000 Products 1976 40 000 Products Today
- 22. Market has Cottoned onto Behavioural Economics Context Effect
- 23. Heuristics of Trust Market has Cottoned onto Behavioural Economics
- 24. Global Choices Becoming Local 17.5%of High Net Worth Individuals’ assetssit outside of SA
- 25. Four Changing Customer Drivers Knowledge Value Assessment and Perception Choices Engagement
- 26. Acknowledgement Sample of one Pinterest Image of watches or golf accessories
- 28. Service Less comparison with the category than external
- 30. Liking Being liked has never been more important
- 31. Ease R3 Billion Button Sales went up 45% – $15 million in the first month, and $300 million in the first year
- 32. What does all this mean? Ensuring that you stay relevant to an evolving customer and gearing your business to address these customer drivers 1. How do you access Investment expertise? 2. How do you create demand for advice and get customers to trust you? 3. How do simplify complexity for your customers? 4. How do you build key relationships and who do you partner with?
- 33. “Seeing it from their side” Des Jones Marketing Director: STANLIB Alan Ehret Head of Retail Distribution
- 34. STANLIB’s response to these drivers Investment Excellence Customer People Buyer 2.0 has researched the problem Is to focus on the following areas And support advisers when they engage with their customers
- 35. Four Changing Customer Drivers Knowledge Value Assessment and Perception Choices Engagement
- 36. Knowledge Value Assessment and Perception Choices Engagement Access to Investment Expertise
- 37. Access to STANLIB’s Investment Experts’ Knowledge– Weekly Focus Knowledge Value Assessment and Perception Choices Engagement
- 38. Knowledge Value Assessment and Perception Choices Engagement Access to STANLIB’s Investment Experts’ Knowledge– Market Commentary
- 39. Knowledge Value Assessment and Perception Choices Engagement Access to STANLIB’s Investment Experts’ Knowledge– Economic Focus
- 40. Knowledge Value Assessment and Perception Choices Engagement Access to STANLIB’s Investment Experts’ Knowledge– Monthly Economic Wrap
- 41. Knowledge Value Assessment and Perception Choices Engagement Access to STANLIB’s Investment Experts’ Knowledge– STANDPOINT Publication
- 42. Building Customer Trust and Demand for Advice Knowledge Value Assessment and Perception Choices Engagement
- 43. Knowledge Value Assessment and Perception Choices Engagement Building Customer Trust and Demand for Advice
- 44. Knowledge Value Assessment and Perception Choices Engagement Building Customer Trust and Demand for Advice
- 45. Knowledge Value Assessment and Perception Choices Engagement Building Customer Trust and Demand for Advice
- 46. Creating Simplicity from Choice Knowledge Value Assessment and Perception Choices Engagement
- 47. Creating Simplicity from Choice Knowledge Value Assessment and Perception Choices Engagement
- 48. Knowledge Value Assessment and Perception Choices Engagement Creating Simplicity from Choice
- 49. Knowledge Value Assessment and Perception Choices Engagement Creating Simplicity from Choice
- 50. Building Relationships Knowledge Value Assessment and Perception Choices Engagement
- 51. Building Relationships Knowledge Value Assessment and Perception Choices Engagement
- 52. Building Relationships Knowledge Value Assessment and Perception Choices Engagement
- 53. “Seeing it from their side” Des Jones Marketing Director: STANLIB