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5 customer experience lessons big banks can learn from Fintech to help SMEs survive Covid-19

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5 customer experience lessons big banks can learn from Fintechto help SMEs survive Covid-19

By Leon Gauhman, Chief Strategy Officer, Elsewhen

As the global economy reels from the ongoing impact of Covid-19, spare a thought for SMEs, many of whom are facing a fight for survival through no fault of their own.

Here in the UK, sixty-nine percent of small businesses are now facing significant pressure on cash-flow according to a recent report, while a fifth of business owners fear they won’t survive without additional funds to support them. It’s likely to be a similar picture for SMEs internationally.

With SMEs responsible for around 50% of employment worldwide, their cash flow crisis has serious consequences for the global economy as a whole.

Ever since the 2008 global financial crash, the track record of the UK’s incumbent banks has made it hard for small-to-medium sized enterprises (SMEs) to access adequate financing solutions. As a result, the level of big bank lending to SMEs has been on the slide.

Until now alternative fintech companies have helped to fill that gap. However, the sheer scale and global nature of the current crisis suggests that the big banks and traditional lenders will need to step in and save SMEs.

Leon Gauhman

Leon Gauhman

Here in the UK, the signs that banks are prepared to fund small businesses on fair terms aren’t promising, with leading banks fiercely criticised for demanding personal guarantees and/or setting exorbitant interest rates for small businesses applying for emergency loans under the government backed Coronavirus Business Interruption Loan Scheme. As a result, the government is being forced to overhaul the legal terms under which banks provide loans.

Bottom line, at a time of global crisis, banks and traditional lenders simply cannot afford to make the wrong call. Just look at the reputational backlash against Virgin, Wetherspoons and Sports Direct.

The irony is that making lending easier, quicker and more accessible for small businesses doesn’t have to be complicated or time consuming: in many cases banks and traditional lenders already have the data they need, they just need to be prepared to act on it.

Once markets across the globe start to emerge from the Covid-19 crisis, here are five lending lessons banks and traditional lenders could learn from the Fintech sector to stimulate recovery and keep this essential sector alive.

  1. Keep it simple

One of the clearest ways in which the disruptors have taken advantage of banks’ inertia is by making access to credit fast, intuitive and more transparent.  Key to this has been a more sophisticated use of data sources to assess SME creditworthiness. Traditionally, banks and established lenders have relied on credit bureaus and company accounts to make decisions. But this can work against new or early-stage companies (particularly in sectors where value lies in user base or brand equity – a point recognised by the Bank of England).

One company that big banks might learn from is iwoca, which offers loans between £1,000 – £200,000 for cash flow, stock or investments. Two factors set iwoca apart. The first is its use of deep machine learning models to assess businesses based on data taken directly from online marketplaces, accounting platforms, bank accounts and other online and offline platforms.

The second is the way iwoca is utilising Open Banking to provide finance, allowing customers to securely link their Lloyds Bank account in order to submit upto five years of transaction history in a few clicks. As a result, applicants can submit a loan application in less than 60 seconds. The learning here is that banks should be using the right data – which they already have –  to quickly fulfill lending, especially at a time when cashflow is the difference between small businesses surviving or going under.

  1. Make it personal

 These days, every business from Tesco to Netflix talks up the importance of personalisation – but nowhere is it more critical than in the context of a company or sole trader’s financing needs.

Clearly, data sources go some way towards addressing personalisation – but it’s only part of the story. One of the most

successful of the new fintech firms,  OakNorth, uses human-credit committees as part of its decision-making process. OakNorth’s digital/human hybrid model may seem counter intuitive in this era of AI and machine learning, but it is actually a valuable tool for achieving true personalisation in SME lending. The irony is that this is where big banks historically used to excel.

Another company that takes a hybrid “part high tech, part human” approach to lending is OnDeck. The tech part of OnDeck’s model comes from the proprietary software used to aggregate data about a business’ operations, which is then processed by algorithms to determine loan eligibility. The human part comprises a dedicated loan expert to discuss lending tailored to the business. OnDeck’s proximity to the customer means it can also support them beyond the core product. For example, it reports payments to bureaus so that on-time payments can help build business credit. In other words, it isn’t just lending money, it is helping the business to establish a robust creditworthy profile. The key learning here for banks and traditional lenders is that sustainable SME lending relies on a careful balance between tech and human inputs.

  1. Timing is key

As the current crisis demonstrates, lenders need to be relevant at the right time, which is all about providing customers with just-in-time services or features, for example offering a loan when a business is experiencing an urgent cash flow issue. US-based fintech Fundbox offers SMEs access to invoice financing and lines of credit based on outstanding invoices. To become a customer, businesses connect Fundbox to their bank account or accounting software and answer some basic information about the business. If approved, the funding can be available as soon as the next business day. Businesses then repay Fundbox in equal instalments over the course of the 12 or 24-week plan. This approach means the business is getting the right amount of potential credit at the right time. It also addresses a major bugbear of SMEs, which is the amount of time it takes from the point of application to the money hitting their account. Often, a delay of just a couple of days can make all the difference in a company’s ability to survive.

  1. Partner proactively 

Banks and traditional lenders have been guilty of focusing too much on the initial loan and the repayment plan. They haven’t made any meaningful attempt to view their relationship with SMEs as a partnership that requires ongoing dialogue. The emergence of digital tech and open banking means there is no excuse for not trying to build elements of responsiveness into the SME’s customer experience. Bank of America’s virtual assistant Erica for example,  alerts customers when a recurring charge is higher than usual or when their spending has the potential to take them below £0 within the next week.

Another good example of how to partner proactively comes from Swedish firm Klarna, a savvy fintech that has been growing its merchant customer base rapidly across Europe. Recently Klarna purchased Italian firm Moneymour, which enables customers to split their purchases into monthly instalments based on an instant credit assessment that uses balance and transaction data from Open Banking feeds in the credit scoring algorithm. This approach could potentially be adapted for a B2B context: for example where an SME is suddenly faced with a large unplanned purchase, instalment payments could help spread the cost.

  1. Facilitate future proofing

All too often, banks and traditional lenders are stuck in the here and now, while SMEs need more long term visibility. That’s not easy when cash flow can suddenly be affected by a global pandemic, a disruptive technology, a bankrupt partner or a change in regulation (to name a few potential scenarios). One way banks and traditional lenders can help is by using AI to contextualise business spending. If there is a week with less expenses and greater income, they can suggest that the business puts extra cash towards paying down an outstanding loan.

This approach mimics the way in which personalised savings apps such as Chip, Oval Money, and Acorns have revolutionised the consumer savings space, facilitating micro-savings with minimal customer input. Each uses a variety of tactics, from round-ups to clever algorithms that calculate how much a user can save each week based on spend. It also helps the lender head off the possibility of loan defaults being triggered. In the longer term, this model will potentially help lenders achieve a greater lifetime customer value.

Things start to get even more interesting when you consider AI’s ability to predict a company’s future prospects. An interesting pointer into the future is CircleUp’s Helio solution – a machine learning platform that identifies, classifies and evaluates early-stage consumer and retail companies with the potential to become breakout brands. By incorporating this modeling to understand future performance of clients, lenders can start to forecast potential lending needs, whether the company is predicted to breakout, or face a rough few months.

Conclusion 

The SME lending space is filled with innovators who have revolutionised the types of finance available and the criteria by which SMEs can access credit. They have used digital technology, data and open banking to deliver a customer experience that gives them a competitive edge over big banks.

Covid-19 gives a stark new urgency to the need for banks and traditional lenders to catch up quickly with their more agile Fintech competitors: their willingness to speed up lending to SMEs is key to the sector’s survival and they can do so by providing simple, relevant and personalised experiences. The ones that are then able to integrate responsive and predictive capabilities into their products and services stand to recapture the loyalty and gratitude of individual SMEs and play a central role in re-stimulating much needed recovery post Covid-19.

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Return to Work Doesn’t Mean Business as Usual When it Comes to Travel and Expense

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Return to Work Doesn’t Mean Business as Usual When it Comes to Travel and Expense 1

By Rob Harrison, MD UK & Ireland, SAP Concur

The last few months have been an exercise in adaptability for businesses across the UK. With the sudden mandate to work from home, company processes that were ingrained in employees’ day-to-day routines were either put on hold or turned upside down. The new office normal now includes virtual meetings, conversing through instant messaging instead of in the hallway, and the redefining of “business casual” attire.

Many of the processes that have undergone changes fall into the category of travel and expense. With most business travel on hold and the nature of expenses changing, finance managers have had to adjust policies and practices to accommodate the new world of work. Recent SAP Concur research found that 72% of businesses have seen changes in the levels and types of expenses submitted, but only 24% have changed their policies to support this. Examples of travel and expense related changes that were made at the beginning of work from home mandates include:

  • A halt to business travel and its associated expenses.
  • Temporarily ending expensed meals for business lunches, dinners, or in-office meetings.
  • Increase in office expenses like monitors and chairs as employees furnish their home offices.
  • New expenses to consider like Internet and cell phone bills for employees who must work from home.

Now, as companies begin thinking about return to work plans, finance managers are discovering it’s not simply business as usual again. SAP Concur research found that many expect finance will return to normal quicker than general workplace practices, but vast majority see the process taking up to 12 months. New policies and processes need to be put in place to accommodate travel restrictions and changes in expenses. While finance managers need to stay flexible as the business environment continues to evolve, spend control and compliance should still be a high priority.

Here are a few questions that can help finance managers prepare for return to work while keeping control and compliance top of mind:

  • What will travel look like for the company? Finance managers must work with travel and HR counterparts to determine the need for employee travel, if at all, and how to keep employees safe. At SAP Concur, we surveyed 500 UK business travellers and found that health and safety is now seen as more than twice as important than their business goals being met on trips (34% versus 16%. Clear guidelines should be developed, even if they are temporary or evolving, so it’s clear who can travel, when they can travel, and how they can travel. Duty of care plans should also be re-evaluated and businesses should ensure they know at all times where employees are traveling for business and how they can communicate with them in the event of an emergency.
  • Who needs to approve travel and expenses? While it may be temporary, businesses may have to implement a more stringent approval policy for travel and other expenses. Due to health concerns related to travel and the need to conserve cash flow, business leaders like CFOs may want to have final approval over all travel and expenses until the situation stabilises. To help ensure new approval processes don’t cause delays and inefficiencies, finance managers should implement an automated solution that streamlines the process and allows business leaders to review and approve travel requests, expenses, and invoices right from their phones. According to SAP Concur research, 11% of UK businesses implemented some automation of financial processes in response to COVID-19. This is definitely set to increase post-pandemic.
  • Rob Harrison

    Rob Harrison

    What types of expenses are within policy? Prior to social distancing, employees may have been allowed to take clients out to dinner. In-person team meetings held during the lunch hour, may have included expensed lunches. As employees return to work, finance managers need to determine if these activities and expenses will be allowed again. Clear guidelines must be put in place and expense policies need to be updated to reflect any changes.

  • What happens to home office items that were purchased? While new office equipment may have been purchased for employees’ home offices, they remain the business’s property and what to do with them as employees return to work needs to be determined. Perhaps employees will continue to work from home a few days a week and need to keep the equipment to ensure productivity. However, if a full return to work is expected, finance managers have options that can maximise their asset investment and possibly save the company money, like replacing old office equipment with the new purchases, reselling to a used office furniture company, or donating to a non-profit.
  • How can cost control be ensured? For many businesses, cash flow will be tight for the foreseeable future. Spend needs to be managed to help ensure recovery and stability. An important aspect of controlling costs is having full visibility of expenses throughout the company. Implementing an automated spend management solution that integrates expense and invoice management brings together a business’s spend, giving finance managers an understanding of where they can save, where to renegotiate, and where to redirect budgets based on plans and priorities.

Once finance managers have asked themselves the questions above and determined how they want to approach travel and expense procedures, it’s vital they create guidelines and communicate clearly to employees. Compliance can only be ensured if employees have a clear understanding of what has and has not changed with travel and expense policies and what’s expected as they return to work.

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Spotting the warning signs – minimising the risk of post-Covid corporate scandals

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Spotting the warning signs – minimising the risk of post-Covid corporate scandals 2

By Professor Guido Palazzo is Academic Director at Executive Education HEC Lausanne.

A recent report from the Association of Certified Fraud Examiners (ACFE) found that almost seven out of 10 anti-fraud professionals have experienced or observed an increase in fraud levels during the Covid pandemic, with a-quarter saying this increase has been significant. Almost all of those questioned (93%) said they expected an increase in fraud over the next 12 months and nearly three-quarters said that preventing, detecting, and investigating fraud has become significantly more difficult.

For corporations, banks and financial directors, this is a clear warning signal of new risks ahead. Indeed, it’s not difficult to predict that the birth of next big corporate scandal will be traced back to this period. As the ACFE put it, the pandemic is “a perfect storm for fraud. Pressures motivating employee fraud are high at the same time that defenses intended to safeguard against fraud have been weakened.”

If we want to stop corporate misconduct, where should we be focusing our efforts? What should we do to minimise the chances of corporate scandals, fraud and unethical decision-making? Compliance and risk management are obviously critical in detecting fraud, but given that corporate scandals keep happening, perhaps it’s time to ask ourselves whether we need to take a different, more holistic approach to combat unethical behaviour.

Bad Apples or Toxic Cultures?

Most compliance is based on the premise that we need to keep bad people in check and to root out the ‘bad apples’ who usually get blamed when there’s a corporate scandal. When the scandal breaks, we all ask, “how was that possible? What were they thinking?” And we also tell ourselves that we could never behave like that and that it could never happen in our organisation – it’s not our problem.

But are those who succumb to this temptation really ‘bad apples’ or rather people like you and I? Most models of (un)ethical decision-making assume that people make rational choices and are able to evaluate their decisions from a moral point of view. However, if you made a list of the character traits of a rule breaker in an organisation and then compared it to a list of your own, you might be surprised to find a lot of overlap.

When we examine corporate scandals, what we invariably see is good people doing bad things in highly stressful circumstances. If you put sufficient pressure on an individual and they start making ill-advised decisions or behaving unethically, the first reaction is fear as they realise what they are doing is wrong. But then they will start to rationalise their actions to justify what they are doing. Over time, such behaviour becomes normalised and they convince themselves that there is no wrongdoing involved. That’s something that my HEC Lausanne colleagues, Franciska Krings and Ulrich Hoffrage, and I have termed ‘ethical blindness’, and it is a phenomenon that plays a fundamental role in systematic organisational wrongdoing.

Professor Guido Palazzo

Professor Guido Palazzo

The trouble with conventional technical and regulatory compliance strategies is that while policies, codes of conduct and formal processes are all very necessary, they don’t take into consideration the importance of leadership behaviour or human psychology.   We can’t pre-empt those who succumb to the temptation to do bad things in difficult circumstances unless we understand why they behave in the way they do. If we simply attribute problems to the psychological failings of ‘bad apples’ while ignoring the context, culture and leadership style which made their wrongdoing possible, then the barrel will still be contagious.

So what can be done to reduce the chances of new corporate scandals emerging in these challenging times? One take-away from previous scandals is the learning how to read the warning signals. This entails a deep understanding the psychological and emotional factors behind human risk, which surprisingly is not included in most compliance and ethics training. These small signals viewed in isolation may seem insignificant, but over time they can combine to create a dysfunctional context and culture where it can be all too easy for people to slip into the dark side.

Develop a Speak Up Culture

One of the most potent antidotes to that sort of dysfunction and the ethical blindness it encourages is a culture in which individuals at all levels feel able to speak up to their superiors about problems and ethical issues without fear of retaliation. But that will only happen if their own bosses are prepared to speak up and the tone for this must be set at the top. So, the critical question every executive needs to ask themselves is, “do I speak up?” Then they need to reflect on whether people come to them and speak up freely without fear of the consequences. That’s an approach to compliance that offers real protection against the onset of ethical blindness in a way that no conventional strategy can match.

This understanding of human risk element also elevates compliance to a leadership topic with all kinds of positive implications beyond compliance.  Whilst on the one hand, this approach helps to boost the status of the compliance and risk function, my experience of working with senior executives is that when they start to understand the psychological elements of the dark side, it shines a light on their own behaviour. One thing they realise is that, yes, it perhaps could have been them doing those things in one of those scandals. The other is understanding that their leadership style can unwittingly creating the context for unethical behaviour.

That’s one reason I invited two former senior executives who were involved in corporate scandals to share their first-hand experience as teachers on our new certificate in ethics and compliance. Andy Fastow is the former CFO of Enron and Richard Bistrong is a former sales executive involved in an international bribery scandal. Amongst other things, the valuable insights of people like these can help others to understand how risks accumulate over time and how this can impact the integrity of an organisation. Their stories also highlight the temptation that people can face as a result of the tension between the pressure to succeed and the pressure to comply.

Traditionally, compliance training and development has been technical and regulatory – what are the rules, what are people allowed to do or not allowed to do, and how do we demonstrate to the authorities that we did everything possible to ensure that people understand the laws and regulations? But what’s becoming increasingly clear is that it’s time for a multi-disciplinary approach if we are to start redressing the balance between the legal dimension of risk management and the human element.

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Trust is a critical asset

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Trust is a critical asset 3

By Graham Staplehurst, Global Strategy Director, BrandZ, explains how it’s evolving.

Trust is what makes us return to the same brands, particularly during times of uncertainty and crisis.

Pampers is an instinctive choice for many parents. It’s the go-to global nappy brand whether they shop online or in-store. By our reckoning, it’s also the world’s most trusted brand, driven primarily through its perceived superiority over competitors, which it has honed through a relentless focus on technological improvements that make its products the best in the category.

BrandZ has been tracking Trust since 1998 because it’s a critical ingredient in delivering both reassurance and simplifying brand choice, thereby boosting brand value. It’s also become extra critical in delivering business performance at a time when consumers are uncertain and often anxious.

Even brands that haven’t been available during Covid-19 lockdowns, brands that are already trusted, have found that they are more reassuring to consumers when they start returning to market with new safety measures such as protecting staff, which will be seen as evidence that the brand will take similar steps to protect customers.

With a growing demand from consumers for more responsible corporate behaviour, this in turn amplifies the need for brands to make a positive difference.

Alongside Pampers, other brands in this year’s BrandZ Top 100 Most Valuable Brands ranking that have strengthened their trust and responsibility credentials include the Indian bank HDFC, which has supported customer initiatives across its consumer and business banking and life insurance operations – with innovations such as mobile ATMs, and DHL, which has proven itself even more essential as a delivery service during the COVID-19 outbreak.

New brands too have managed to grow Trust relatively rapidly. Second in the Top 10 most trusted brands was Chinese lifestyle brand Meituan with a trust score of 130. This delivery and online ordering brand, which was launched just over a decade ago, has clearly demonstrated its understanding of what consumers want and developed a strong reputation for customer care.

Then there’s streaming service Netflix – founded in 1997 but which only became a streaming service in 2007 – which scored 127 and was the fifth most trusted brand in our ranking. Netflix has created a strong association with being open and honest compared to other ‘content’ platforms, despite the fact that it uses customer’s personal data to suggest future viewing options.

Top 10 Most Trusted Brands in the BrandZ Top 100 Ranking 2020

Position Brand Category Trust Score (Average is 100) Position in Top 100 ranking
1 Pampers Baby Care 136  70
2 Meituan Lifestyle Platform 130  54
3 China Mobile Telecom Providers 129  36
4 Visa Payments 128  5
5 Netflix Entertainment 127  26
6 LIC Insurance 125  75
7 FedEx Logistics 124  88
8 Microsoft Technology 124  3
9 BCA Regional Banks 124  90
10 UPS Logistics 124  20

What defines trust?

The nature of trust is evolving with ‘responsibility’ to consumers forming an increasingly large proportion of what builds perceptions of trust.  This amplifies the need for brands in all categories to act as a positive force in the world.

Traditionally, consumers trusted well-established brands based on two factors:

  • Proven expertise, the knowledge that the brand will deliver on its brand promise, reliably and consistently over time.
  • Corporate responsibility, which is about the business behind the brand. Does it show concern over the environment, its employees, and so on?

In recent years, the latter factor has become increasingly important. It is now three times more important to corporate reputation than 10 years ago and accounts for 40% of reputation overall, with environmental and social responsibility the most important component, alongside employee responsibility and the supply chain.

Companies such as Toyota, with its emphasis on sustainability, Nike, with its campaigns around social responsibility, and FedEx focusing on employee responsibility, highlight the fact that responsibility is high on the agenda for many brands in the BrandZ Global Top 100 Most Valuable Brands, which has been tracking rises and falls in brand value via a mix of millions of consumer interviews and financial performance data since 2006.

Such actions explain why trust in the Top 100 brands has been increasing not declining, filling the gap as trust declines in other institutions like government and the media. This is being driven largely by consumer concerns over the bigger issues including sustainability and climate change that society faces today.

One of the challenges that we face in assessing trust is understanding how and why consumers will trust brands they hardly know or have never used? Why do we trust Uber the first time if we’ve never used the platform before, or Airbnb the first time we rent an apartment or holiday accommodation?

The answer is that there are three elements that build trust and confidence when a brand is new to a market. These are:

  • Identifying with the needs and values of consumers
  • Operating with integrity and honesty
  • Inclusivity, i.e. treating every type of consumer equally.

New brands that can develop these associations not only build trust rapidly and more strongly but also tend to outperform their competitors in growing their brand value.

As a result of this new understanding we have added an additional pillar to our previous understanding of Trust builders. Alongside proven expertise and corporate responsibility, we have a new quality of ‘inspiring expectation’ driven by our three key factors of identification, integrity and inclusivity.

Airbnb, for example, has long had promoted a platform of inclusivity for both renters and users of properties on the platform, helping it to build an overall Consumer Trust Index of up to 105 – and 110+ on the specific dimension of Inclusivity.

Flying Fish in South Africa is a premium flavoured beer that has gone from a launch in October 2013 to being the second-most drunk brand in the country, with trust equal to the vastly more established Castle and Carling brands.  It has appealed to a new generation of beer drinkers with strong integrity and inclusion, using a playful mix of young men and women in its messaging to portray South Africa’s multicultural society.

Brands have a unique opportunity to earn valuable trust and create change, providing this is seen to be genuine. Being sincere, empathetic and ensuring your brand remains consistent with its core values will ensure your corporate reputation is not compromised.

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