瑞银-全球金融业-为顾客的忠诚和良好行为付费：顾客获取和盈利能力的杀手级应用？（附

第791期

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BankTech Bulletins: Focusing on the strategic shifts which matter most

This is the fourth BankTech Bulletin, a research series which focuses on the intersection between banks and tech-driven change, including looking at shifts in the way lenders operate, 

regulators regulate and customers behave. Previous editions focused onchallenger bank funding, digital bank licences and JPM's decision to enter UK retail banking, complemented by client calls with industry experts on these and other topics.

Discovery: Dominant in SA health insurance via shared value...

Discovery Holdings, headquartered in South Africa, is a pioneer of a shared value customer proposition which rewards clients financially for certain behaviours which are modelled to improve the profitability of the business itself. 

Discovery Health, for example, with ~60% market share now from a standing start in the early 1990s, pays customers for exercise and other behaviours. Discovery Life, which acquired 12% of the market in 7 years, also compensates clients for healthier living.

Discovery Invest rebates administration fees based on the duration of holdings and drawdown levels. Discovery Insure rewards lower risk driving via telematics. 

And all of these group businesses reward customers for achieving higher tier status through behaviour and wallet share, a driver to some extent of cross-sell. 

The data in this report around market share, product savings and observed customer behaviour is strategically fascinating, we think.

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