CITIZEN ACT

1
CITIZEN ACT

• Busi Ones Team
• ARLAUX Frédérique
• LALUC Hélène
• NGUYEN THUY Murielle
• EDHEC Business School Lille

2
Agenda

• The customers needs
• Our project and its implementation
• The advantages of the project
• Reactions

3
The customers needs

• Im nearly 21 but my parents are still managing
  my account
• Saki, 03/02/08

4
Young people expectations

• Confused by the banks offers
• Do not understand the particularities of the
  different accounts
• Have difficulty in managing their accounts
• Need to better know the financial basics to trust
  their account advisor
• How they choose their banks
• their banks are mostly their parents
• some open other accounts after being tempted by
  banks special offers

5
Targeting in priority young people

• Why young people?
• The future of the bank (potential property
  owners)
• In general remain loyal to their banks
• Extension for more experimented population
• For example tax, property or retirement issues
• Extra sessions for foreigners
• The particularities of a alien account

6
IFOP study

• Young people (from 16 to 25)
• Need to be reassured about their money and budget
  management
• 97 are aware that one has to take risks in their
  lives
• We want to help young people to manage their
  budget at the beginning of their financial life
  for them to make the best possible choices
• We want to enable young people to take measured
  risks that would not affect their financial
  situation badly
• We think that this current need for financial
  information and training will increase in 20
  years.

7
The project and its implementation

• How to enable the young population to be better
  prepared for the future ?

8
Organization of meetings

• Information given during the sessions
• Practical advice
• How to manage an account ?
• How to use its account card ?
• How to calculate an interest rate ?
• How to choose a suitable loan ?
• How to prevent overindebtedness ?
• Theoretical advice
• Interest rates Annualized Percentage Rate (APR)
• Partial or total deductions
• Definitions (PEL, SICAV, TIP)

9
Implementation

• How long and how often ?
• One-hour sessions with 10 to 15 people
• At customers convenience, depending on the
  subject
• Where ?
• In bank agencies
• In schools, forums
• Implies training of instructors inside the bank

10
Answering the questions of the customers

• Anticipating and answering the expectations of
  the customers through
• Interactive meetings
• Distribution of booklets
• Internet a website (forum, questions)
• Free phone number or free text messages
• Podcasts, video on demand
• USB keys with interactive contents

11
The advantages

• I really think that this project will deeply
  differentiate Société Générale from the other
  banks
• Pierre, 02/07/08

12
The advantages

• Visibility
• unique offer on the bank market
• Strong argument to attract new consumers
• Enhance the image of Société Générale
• Enhance Corporate Social Responsibility
• Financial health of clients
• A way to save time for account advisors

13
Reactions

• Comments and video

14
Extracts from our wikiblogs visitors

•  I really believe its important to advise young
  people about the services banks offer  Nancy,
  02/07/08
• A useful and citizen project, Frédéric,
  02/11/08
• A great idea, seeing that today bank offers and
  services are complex and that managing a budget
  is difficult, Clo, 02/11/08
• It is true that banks should implement more
  pedagogic tools for young people, Marion,
  02/04/08
• It is well known that a young remains often in
  his first bank, that is to say, his parents
  bank, young people are therefore consumers to
  take very care of !, Louisa, 02/03/08

15
Video
http//www.dailymotion.com/video/x4du7k_sg-final_b
usiness
16
Thank you !