Company: BNP Paribas S.A Niederlassung Deutschland
Company background: Founded in 1994 as “Consors”, Consorsbank nowadays is part of BNP Paribas Branch Germany. Consorsbank is the first adress for self-directed investment. As a leading direct bank for private investment, we empower our clients to financial independence. We accompany them on eye-level and let them participate in our development to a digital full-bank. We offer them innovative services and serve them independence of our product offer. Our unique passion and our ambitious attitude are always the basis of our work. With 1.5 million customers and with trades over 14 million euro in 2017, Consorsbank is one of the leading banks in trading in Germany.
Contact: Michael Herbst
Title: Community- and Social Media-Manager
Lithy category: B2C Community Innovator
Our goal: As an online bank without branches, we have limited opportunities to get in touch with our customers. With the help of our social media channels including our community we want to understand our customers’ needs, be tangible and build trusted, profitable business relationships. Our Community helps to increase loyalty and trust among our customers. Our users profit from the connection to other customers with similar interests – and can therefore reach the aim “financial independence” more efficiently. Our community has the power to provide a strong and able network: Our Super Users are true fans of Consorsbank and help to answer questions regarding fincancial topics. The synergy between Users and us creates an unique environment, with very active contacts.
What makes our community special: In the banking universe Consorsbank was the first to implement a community for customers by customers. With over 80.000 members, over 43.000 discussions and 422.000 visitors each month Consorsbank community is a benchmark in Germany - not only among banking groups.
Acceptance: By request of our CEO the community monitoring wall can be found in the management area. Our executive committee members are kept updated about topics, frequently discussed in our community.
What we provide our users:
Badges: We are not only using the automatically badge system of Lithium. For special occasions we created/designed badges such as Offline Community Event Participant and since this year the SuperUser of the past year, that we assign manually. For the first time this year the SuperUser 2017 Badges was also printed and handed over during Community Corner in June.
1. Describe the innovation(s) and how you settled on the decision to innovate (user request, Lithium suggestion, internal idea, etc.)
Since the empowerment to financial independence is one of our core values, we implemented an ideation board into our community. Customers are able to create the banking of the future together with us. Ideas and wishes can be integrated in projects at an early stage.
2. What were the results? Tell us how it impacted your customer experience or the outcomes you seek as a business.
With the co-creation process we achieved a good balance between the fulfillment of customer desires and profitable business models. Through frequently updates and feedbacks the users are getting insights into the processes and are seen as an important part for creating the banking of the future.
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