Under its customer focus group, “Compassionate Finance Customer Panel,” Shinhan Card has been working to listen to what its customers want out of credit cards and to improve its services for cardholders in real time.
The panel is named after the Shinhan Financial Group’s mission, “the Compassionate Finance.”
The credit card has been widely known for its 22 million cardholders, the largest in the local industry and has a reputation for always being loved and chosen by its customers know very well the credit card firm always tries to attain its goal as the “Segregated Only 1” under the slogan “Big to Great.”
The credit card operator has been doing its utmost to become a great enterprise that is able to boost value for its customers. The company has also been hard at work to make its management a segregated service and attain the highest level of professionalism. Shinhan Card has been running the customer Panel System for the first time in the industry since 2006, deciding that segregated customer-centered management is what customers need the most.
With the slogan of "Big to Great," which shows Shinhan’s will to proceed beyond the pride of the credit card corporation chosen by the most customers, and to create more refined and differentiated services for every single customer, Shinhan Card is fixing the image of its credit card brand by earning their trust. The brand activity of Big to Great is proceeding in various forms, such as big data, the customer-oriented marketing system of "Code 9," the customer-oriented design renovation of Re:Frame, and the cultural and sports marketing program.
In 2014, as a part of active communication with customers about "Code 9", Shinhan held the Code 9 Concert. The concert was held in the outdoor square of Namsan N Tower outdoor and in Haewoondae, Busan.
“With the participation of indie bands we were able to review the meaning of big data based Code 9, which respects the personality of our 22 million customers,” Shinhan said. “Through the restoration of the CGV Shinhan Card Art Hall in Yeongdeungpo Time Square, we were able to build photo walls based on the new design language of Re:Frame so as to inculcate the new image of Shinhan Card into the minds of visiting customers.”
The Shinhan Card Little Picasso Art Festival, which was held for the 13th time this year, served as the representative brand-marketing event of Shinhan Card. The festival worked as not just a simple art festival with many participants, but the place of harmony for families.
Shinhan Card's Code 9 is a customer oriented product development system that is based on big data. Shinhan Card improved the limits of existing the CRM (Customer Relationship Management), which was limited to quantitative analysis, such as business scale and earnings rate.
“Through this improvement, we are demonstrating that we clearly understand the various demands of customers and the newest trends and we have reflected these items in our products,” Shinhan said. “First of all, we analyzed the consumption patterns of 22 million customers and extracted Code 9 the collected data and figured out the change in the macro consumption pattern of domestic consumers.
“After that, in order to reflect the newest trends in new product processes and service development, we discovered the newest fads and consumption trends by using external SNS and related articles. Lastly, we extracted a maximum of 262,152 cases by combining the trend codes of about 22 million customers. Through this, we have been able to reflect the various potential demands of customers.”
Shinhan Card has not only developed credit card products and services but also a card plate design with the "Customers' Viewpoint." The new design, which was created with the concept of: “reconstitution of the real life Re:Frame” indicates that Shinhan’s perspective towards customers has changed.
_신한 위성호 01.jpg)
