{"id":258,"date":"2016-12-15T18:03:00","date_gmt":"2023-09-07T18:03:58","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=258"},"modified":"2023-09-07T18:13:48","modified_gmt":"2023-09-07T18:13:48","slug":"10-idees-pour-reinventer-les-agences-bancaires","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/fr\/blog\/10-idees-pour-reinventer-les-agences-bancaires\/","title":{"rendered":"10 id\u00e9es pour r\u00e9inventer les agences bancaires"},"content":{"rendered":"

En trois ans, les agences bancaires ont vu leur fr\u00e9quentation baisser de 7 \u00e0 9%. Comment retenir et attirer les clients ? C\u2019est la question que s\u2019est pos\u00e9e le cabinet Deloitte dans une \u00e9tude sur le futur des r\u00e9seaux d\u2019agence<\/a>. R\u00e9sum\u00e9 en 10 points.<\/p> \n

\n\t
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Tendances des services financiers<\/h2>\n\t\t\t\t\t\t\t

Pr\u00e8s de 2 800 dirigeants d’institutions financi\u00e8res partagent leur strat\u00e9gie.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tLire l'\u00e9tude<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t
<\/div>\n\t\n\t\t\t\n\t\t\"\"\n\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t<\/div>\n

<\/span>1. Les agences bancaires n\u2019attirent plus les clients<\/h4>

En trois ans, elles ont vu leur fr\u00e9quentation baisser de 7 \u00e0 9%. A ce jour, sur les 38 000 agences existantes, 15% ne seraient plus rentables. Pr\u00e8s d\u2019un quart des clients (24%) estiment ne plus avoir besoin de leurs services en dehors du DAB.<\/p>

<\/span>2. Elles subissent de plein fouet la concurrence de nouveaux entrants<\/h4>

D\u2019abord celle des banques 100% en ligne, qui ont acc\u00e9l\u00e9r\u00e9 la digitalisation du service bancaire, mais aussi celle des soci\u00e9t\u00e9s de Fintech qui sont capables gr\u00e2ce \u00e0 l\u2019intelligence artificielle de proposer des services et conseils personnalis\u00e9s.<\/p>

<\/span>3. Elles restent pourtant un canal essentiel de relation entre la banque et ses clients<\/h4>

C\u2019est notamment l\u00e0 que se font 97% des ouvertures de compte et 95% des souscriptions de produits bancaires, qui sont autant d\u2019actes fondateurs de la relation au client.<\/p>

<\/span>4. L\u2019agence a un avenir, mais il faut la r\u00e9inventer !<\/h4>

Fermer les agences reviendrait \u00e0 contourner le probl\u00e8me, non \u00e0 le r\u00e9soudre. La vraie question \u00e0 se poser est plut\u00f4t : comment faire pour que les clients y retournent ?<\/p>

<\/span>5. L\u2019une des pistes consiste \u00e0 lui redonner du sens et de l\u2019utilit\u00e9<\/h4>

Et si les agences se transformaient en un lieu de dialogue rassemblant une grandes vari\u00e9t\u00e9 d\u2019acteurs priv\u00e9 et associatif ? A mi-chemin entre la maison des entrepreneurs et la maison de quartier, l\u2019agence s\u2019inscrit dans un espace d\u2019utilit\u00e9 sociale et solidaire, f\u00e9d\u00e9rateur et ouvert.<\/p>

<\/span>6. Cela implique aussi de revoir la notion de conseil<\/h4>

Le banquier ne doit plus \u00eatre le seul sachant, mais un p\u00e9dagogue, orchestrateur de nouvelles formes d\u2019intelligences internes et externes. L\u2019agence se transforme en \u00e9cole de la banque pour tous, collaborateurs, clients et non-clients.<\/p>

<\/span>7. L\u2019exp\u00e9rience client doit \u00eatre irr\u00e9prochable<\/h4>

Un client satisfait est un client qui revient. Il faut notamment un omnicanal enfin abouti pour une vraie complicit\u00e9 entre le digital et l\u2019humain.<\/p>

En savoir plus<\/a> sur le service client omnicanal<\/b><\/p>

8. L\u2019agence pour tous sera un lieu modulable et unique<\/h4>

Sessions de mentoring, ateliers de p\u00e9dagogie collective, incubateurs pour start-up, espaces de co-working accessibles aux collaborateurs de la banque ou au tout-venant moyennant un loyer\u2026 A chaque agence de composer son menu en fonction de ses possibilit\u00e9s.<\/p>

Tendances des services financiers<\/h2> Pr\u00e8s de 2 800 dirigeants d’institutions financi\u00e8res partagent leur strat\u00e9gie. Lire l’\u00e9tude<\/span> <\/a> \"Obtenir<\/img> <\/a>

<\/span>9. Ce sera aussi un lieu d\u2019\u00e9mulation en interne<\/h4>

Pour acc\u00e9l\u00e9rer la mont\u00e9e en comp\u00e9tence et cr\u00e9er un esprit de collectif, des espaces de travail partag\u00e9 accueilleront, outre les collaborateurs de l\u2019agence, ceux du r\u00e9seau ou du si\u00e8ge.<\/p>

<\/span>10. Des co\u00fbts diminu\u00e9s, un r\u00e9seau pr\u00e9serv\u00e9, des collaborateurs fiers et des clients satisfaits<\/h4>

En utilisant l\u2019espace disponible comme une nouvelle source de trafic et de revenus, notamment issus de la location d\u2019espace de co-working ou de salles de r\u00e9unions, ce nouveau mod\u00e8le pourrait engendrer jusqu\u2019\u00e0 +4% de PNB, estime Deloitte.<\/p> <\/span> ","protected":false},"excerpt":{"rendered":"

En trois ans, les agences bancaires ont vu leur fr\u00e9quentation baisser de 7 \u00e0 9%. Comment retenir et attirer les clients ? C\u2019est la question que s\u2019est pos\u00e9e le cabinet Deloitte dans une \u00e9tude.<\/p>\n","protected":false},"author":1,"featured_media":260,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"c6604e3da4ac4e90b5cc4557ba3aa86b","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[],"sf_content_type":[],"blog":[],"coauthors":[],"class_list":["post-258","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"yoast_head":"\n10 id\u00e9es pour r\u00e9inventer les agences bancaires \u2022 Salesforce<\/title>\n<meta name=\"description\" content=\"En trois ans, les agences bancaires ont vu leur fr\u00e9quentation baisser de 7 \u00e0 9%. 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