Abstract
Founded in 1818, Caisse d'Epargne is a bank which positioned itself as a local actor serving a large target: individual and professional customers, companies, associations and local communities. It provides a complete range of insurance-bank area: collection and savings management, loans, means of payment, wealth management, insurance... To foster bank relationships with its clients, the group Bank adapts to different clients' needs through a multi-channel strategy: 4,200 physical agencies, 17 online agencies, mobile solutions...
From more than a year, the company's ambition is to invent the bank of tomorrow. That's why it invested in a co-creation strategy to have a better understanding of client's expectations. They began by inviting its customers to participate in a kind of giant online brainstorming while also proposing other online animations (game contest, competition, quiz...). Few months ago, they launched their new concept called La Communauté, which is an online exchange and mutual platform where users ask questions about daily problems and the community give back answers.
Investing in a co-creation strategy is in line with the brand's DNA: the proximity with clients is its core value, hence the willingness to create a community to overcome barriers between the bank and its clients.
