{
  "docId": "019dd923-5ca1-7489-b633-b71cf6a46444",
  "docSlug": "004febe5c808e074",
  "documentTitle": "2019 Global FS Consumer Study DACH",
  "authorId": "Accenture",
  "authorName": "Accenture",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.778,
  "pageNumber": 48,
  "pageCount": 59,
  "prevPage": 47,
  "nextPage": 49,
  "slideType": "key_takeaways",
  "function": "summarize",
  "density": "overcrowded",
  "nDataPoints": 1,
  "notes": "Part of a series on customer attitudes and preferences in financial services.",
  "elementsJson": [
    "headline_text",
    "subtitle_text",
    "paragraph"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5ca1-7489-b633-b71cf6a46444/48",
  "deckHref": "/decks/019dd923-5ca1-7489-b633-b71cf6a46444",
  "deckJsonHref": "/decks/019dd923-5ca1-7489-b633-b71cf6a46444.json",
  "deckAnchorHref": "/decks/019dd923-5ca1-7489-b633-b71cf6a46444#slide-48",
  "components": [
    {
      "bbox": {
        "h": 0.08,
        "w": 0.45,
        "x": 0.09,
        "y": 0.42
      },
      "kind": "callout",
      "text": "Only 7 percent of the respondents in our survey reported having switched bank accounts over the past year, giving better value products and services as their main motivator.",
      "attrs": null,
      "subkind": "primary",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "3bc0a18e-6f0c-48c0-8278-fb85118402a1",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "respondents who switched bank accounts in past year: 7%",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-9f5e-7590-8283-8937a92bb614",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.18,
        "w": 0.35,
        "x": 0.45,
        "y": 0.54
      },
      "kind": "paragraph",
      "text": "Many providers have recognized this and are focusing on new ways of creating added value for customers. As we mentioned earlier in this report, personalization, a move to providing integrated propositions with non-financial vendors, and a focus on robust data security are promising avenues for strengthening customer loyalty and increasing customer lifetime value.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "12884377-2dcf-45a2-b118-b97438488a88",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.18,
        "w": 0.35,
        "x": 0.09,
        "y": 0.54
      },
      "kind": "paragraph",
      "text": "However, competition from non-traditional providers is increasing and the Pioneers in our survey show a willingness to entrust their long-term financial well-being to these vendors. Financial services providers cannot afford to rely on customer inertia over switching, and competing on price would not be a sufficient competitive differentiator over the long term.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "9dbf54d1-ebc4-435e-9b9e-44586422f16c",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.02,
        "w": 0.3,
        "x": 0.04,
        "y": 0.93
      },
      "kind": "source-note",
      "text": "47 2019 Accenture Global Financial Services Consumer Study",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "81595b45-935f-4449-b5c7-beeb642e3121",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.02,
        "w": 0.06,
        "x": 0.9,
        "y": 0.05
      },
      "kind": "source-note",
      "text": "#FSConsumerStudy",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "cc243165-2a8a-4393-8772-da2699605211",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.15,
        "w": 0.45,
        "x": 0.09,
        "y": 0.24
      },
      "kind": "title",
      "text": "What does this mean for financial providers?",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "5e65604a-8310-4ba4-adf9-17a96cd4c435",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.03,
        "w": 0.27,
        "x": 0.04,
        "y": 0.06
      },
      "kind": "title",
      "text": "CUSTOMER ATTITUDES AND PREFERENCES: 5. THE ROLE PLAYED BY TRUST",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "e7b1652d-11a6-4f5a-a7a7-a75131bd5f4e",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [
    {
      "metricRaw": "respondents who switched bank accounts in past year",
      "numberRaw": "7%",
      "numberKind": "percent",
      "actionTitle": null,
      "calloutText": "Only 7 percent of the respondents in our survey reported having switched bank accounts over the past year, giving better value products and services as their main motivator.",
      "numberScale": null,
      "numberValue": 7,
      "metricFamily": "survey_sentiment",
      "numberCurrency": null
    }
  ],
  "tools": [
    {
      "name": "Action Titles",
      "slug": "action-titles",
      "agent": "Architect",
      "layer": "slide",
      "matchId": "019de0b7-d537-7365-9006-a86c21c86db6",
      "evidence": "Subtitle states the so-what: only 7% switched, but inertia is not strategy.",
      "confidence": 80
    },
    {
      "name": "Audience Definition",
      "slug": "audience-definition",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "78709093-c6f5-4783-8c96-7a8d173ba756",
      "evidence": "customer attitudes and preferences",
      "confidence": 0.7
    },
    {
      "name": "Storytelling Effect",
      "slug": "storytelling-effect",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "3c5ffb93-ccfc-4c5e-aee7-b1f88273f38d",
      "evidence": "What does this mean for financial providers?",
      "confidence": 0.6
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 48,
      "from": 22,
      "beatId": "019de0b7-c9c3-7438-8913-a0d5194edf6e",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Implications (So What)",
      "beatSlug": null,
      "evidence": "Five 'Customer Attitudes and Preferences' themes interpret findings.",
      "position": 2,
      "confidence": 85,
      "parentBeatName": null,
      "parentBeatSlug": null
    },
    {
      "to": 48,
      "from": 46,
      "beatId": "019de0b7-ca96-7548-8ae7-00c8e97a5d97",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Evidence & Proof",
      "beatSlug": null,
      "evidence": "Trust KPI table and 7% switching stat substantiate urgency.",
      "position": 4,
      "confidence": 65,
      "parentBeatName": null,
      "parentBeatSlug": null
    }
  ],
  "loops": [
    {
      "to": 48,
      "from": 46,
      "name": "So What Cascade",
      "slug": "41-so-what-cascade",
      "bestFor": "Data presentations, executive summaries, driving to recommendations",
      "matchId": "019de0b7-cbb1-73fc-b3e5-4fbb1687e809",
      "evidence": "Trust opener p.46 → trust KPI table p.47 → 'What does this mean' p.48 with 7% switching stat.",
      "position": 7,
      "objective": "Drive trust KPIs to loyalty-building recommendation",
      "structure": "The Data -> So What? (Insight 1) -> So What? (Insight 2) -> So What? (The Action)",
      "confidence": 82,
      "description": "Chain insights together, each answering 'so what?' until you reach the actionable conclusion"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}