Consumers born between 1946 and 1964 account for about two-thirds of America’s bank deposits. The balance of wealth isn’t likely to change for another ten years. The American Bankers Association estimates new products and services aimed at baby boomers could create up to $82 billion in deposits and $443 billion in investable assets. Boomers are a demographic worth pursuing.
Baby boomers don’t think of themselves as “old”. They are still active, working, and embracing technology when it fits their lifestyle. FI’s that categorize baby boomers as “senior citizens” or slow technology adopters are making a mistake. Millennials and boomers share similar views about how they want to interact with their financial institutions.
Online banking is a good example. Baby boomers may think of their financial institutions in terms of physical branches and tellers instead of only a name on a credit card or a mobile app. But they still appreciate the convenience of app-based features like remote check deposit, suspicious account activity alerts, low balance notifications, and credit card due date reminders. Some studies suggest the number of boomers that rely completely on mobile apps for banking services will rise by over 50% over the next three years.
Baby boomers pay their bills online and use FI websites and apps to check balances, transfer funds, or do other business. FI’s should make sure these services are available on all platforms and design their application interfaces so they don’t impede the ability of older customers to use them. Include on-screen instructions or tips that clearly show customers what to do next. While a millennial may naturally swipe the screen to find more information, boomers sometimes require more explicit direction.
Most of the app designers are millennials themselves. They may not be thinking about adapting their interfaces and systems to be attractive to their parent’s generation. With half of baby boomer banking customers possessing over $100,000 in investable assets, FI’s would be foolish to publish apps that confuse those who are not digital natives. They don’t want to turn these wealthy customers away from the FI’s latest products and services.
Another reason for shifting some attention back to the boomer population is their loyalty. Customers over 55 years old are inclined to continue doing business with financial institutions they have patronized for years. Ignoring this group by spending most of the marketing budget wooing millennials, however, will try their patience. People in all age groups want to believe companies appreciate their business.
In a Gallup poll, nearly two-thirds of baby boomers surveyed said they were indifferent or dissatisfied with their FI relationships. This statistic indicates the emphasis FI’s have placed on pursuing millennials has left the boomers feeling unconnected and unappreciated.
Here are a few areas where content and campaigns aimed directly at baby boomers can yield positive results:
Identify customers who have accumulated assets worthy of discussions about annuities or other investments and engage them with educational material, retirement calculators, etc.
Information about tax advice and trusts can be well-received when directed at high-value individuals most interested in strategies for distributing their wealth. Promote the FI’s estate planning professional services offerings to this group.
Triggered communications allow FI’s to approach account holders at the right time. Push out material featuring tips and advice about what to do with the money in certificate of deposit accounts as each CD nears maturity.
Seize the Opportunity
Opportunities for improvements abound. FI’s can focus on encouraging their older customers to be comfortable with digital products, prompting boomers to conduct more of their business digitally. This will allow FI’s to track activity, manage relationships, and communicate with their best customers (in terms of assets) more effectively.
Financial institutions have two lucrative markets to serve. They should consider re-allocating a portion of the resources dedicated to millennial product development and marketing. A strategic shift today will allow FI’s to grow their businesses now with baby boomers as they continue to attract millennials and build revenue streams for the longer term.