Table of Contents
OVERVIEW
PRIMARY QUESTIONS
FINDINGS AND ANALYSIS
THE MOBILE CHANNEL BUILDS RELATIONSHIPS NOW, REVENUE IN THE FUTURE
- ADOPTION FORECAST IS PROMISING FOR BANKS AND CREDIT UNIONS
- DELAYING MOBILE CHANNEL RELEASES RESULTS IN A MISSED OPPORTUNITY TO
CAPTURE EARLY ADOPTERS
- WHERE DOES THE STRATEGIC VALUE OF THE MOBILE CHANNEL LIE?
MOBILE AS A RELATIONSHIP BUILDING CHANNEL
- INCREASED CUSTOMER SATISFACTION AND LOYALTY TIED TO EXPANDED USAGE OF
SERVICES
- MOBILE BANKING CAN DIVERT CUSTOMERS FROM COSTLY CALL CENTERS
- INDIVIDUALIZED, BEHAVIORAL-BASED CROSS-SELLING POSSIBLE THROUGH MOBILE
LIMITING MOBILE ACCESS TO ONLINE BANKERS HINDERS OVERALL ADOPTION
- REMOTE CHANNEL USAGE AND THE LINK TO MORE PROFITABLE CUSTOMERS
DIRECT REVENUE FROM MOBILE PAYMENTS REQUIRES CHANNEL ADOPTION FIRST
- CHALLENGES TO THE DEVELOPMENT OF MOBILE CONTACTLESS PAYMENTS
APPENDICES- ADDITIONAL DATA ABOUT MOBILE BANKING
METHODOLOGY
RELATED RESEARCH
Table of Figures
- Figure 1: Forecast of Availability, Likelihood to Use and Adoption of Mobile Channel for Banking, 2007-2012
- Figure 2: Likelihood to Recommend Online Banking to Friends and Family
- Figure 3: Screenshot from Kiwibank' s Mobile Banking Demo
- Figure 4: Screenshot of NetSpend' s Alerts Setup Page
- Figure 5: Likelihood to Conduct Mobile Banking by Online Bankers
- Figure 6: Attitudes toward Contactless Payments by Likely Mobile Bankers
- Figure 7: Usage of Mobile Channel for Banking Transactions by Age
- Figure 8: Likelihood to Conduct Mobile Banking by Age
- Figure 9: Usage of Mobile Channel for Banking Transactions by Income
- Figure 10: Usage of Mobile Channel for Banking Transactions by Tech Savvy Consumers
- Figure 11: Likelihood to Use Mobile Banking by Tech Savvy Consumers
- Figure 12: Possession of a Variety of Consumer Technology Products
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