How Blue is Your Ocean? - Michigan Credit Union League
How Blue is Your Ocean? - Michigan Credit Union League
How Blue is Your Ocean? - Michigan Credit Union League
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<strong>How</strong> <strong>Blue</strong> Is <strong>Your</strong> <strong>Ocean</strong>?<br />
Value Innovation and <strong>Credit</strong> <strong>Union</strong><br />
Strategy Development<br />
ROCH PARAYRE, PhD, SENIOR FELLOW, MACK CENTER FOR<br />
TECHNOLOGICAL INNOVATION, THE WHARTON SCHOOL,<br />
UNIVERSITY OF PENNSYLVANIA AND MANAGING DIRECTOR,<br />
DECISION STRATEGIES INTERNATIONAL
<strong>How</strong> <strong>Blue</strong> Is <strong>Your</strong> <strong>Ocean</strong>?<br />
Value Innovation and <strong>Credit</strong> <strong>Union</strong><br />
Strategy Development<br />
ROCH PARAYRE, PhD, SENIOR FELLOW, MACK CENTER FOR<br />
TECHNOLOGICAL INNOVATION, THE WHARTON SCHOOL,<br />
UNIVERSITY OF PENNSYLVANIA AND MANAGING DIRECTOR,<br />
DECISION STRATEGIES INTERNATIONAL
Th<strong>is</strong> publication, in whole or in part, may not be reproduced, stored in or introduced into a retrieval system, or<br />
transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherw<strong>is</strong>e) without<br />
the prior written perm<strong>is</strong>sion of Dec<strong>is</strong>ion Strategies International, Inc., and Filene Research Institute. Requests for<br />
perm<strong>is</strong>sion should be directed to info@thinkdsi.com, or mailed to Dec<strong>is</strong>ion Strategies International, Inc., 100 Four<br />
Falls Corporate Center, Suite 604, 1001 Conshohocken State Road, Conshohocken, Pennsylvania 19428-2970.<br />
Th<strong>is</strong> value innovation report <strong>is</strong> based on the surveys and sessions conducted by Dec<strong>is</strong>ion Strategies International,<br />
Inc., and Filene Research Institute. The value innovation methodology was developed by W. Chan Kim and Renée<br />
Mauborgne. More information and research can be found in their book, <strong>Blue</strong> <strong>Ocean</strong> Strategy: <strong>How</strong> to Create<br />
Uncontested Market Space and Make the Competition Irrelevant, publ<strong>is</strong>hed by Harvard Business School Press.<br />
Dec<strong>is</strong>ion Strategies International, Inc.<br />
Filene Research Institute<br />
One West First Avenue<br />
5910 Mineral Point Road<br />
Suite 300 P.O. Box 2998<br />
Conshohocken, PA 19428 Mad<strong>is</strong>on, WI 53701-2998<br />
610.717.1000 608.231.8550<br />
www.thinkdsi.com<br />
www.filene.org<br />
Copyright © 2006 by Dec<strong>is</strong>ion Strategies International, Inc. (DSI) and Filene Research Institute.<br />
Publ<strong>is</strong>hed by Filene Research Institute<br />
ISBN 1-932795-06-5<br />
All rights reserved.<br />
Printed in U.S.A.
Filene<br />
Research<br />
Institute<br />
The Filene Research Institute, <strong>is</strong> a 501(c)(3), non-profit organization<br />
dedicated to scientific and thoughtful analys<strong>is</strong> about <strong>is</strong>sues affecting<br />
the future of consumer finance and credit unions. We support research<br />
efforts that will ultimately enhance the well-being of consumers and<br />
ass<strong>is</strong>t credit unions in adapting to rapidly changing economic, legal,<br />
and social environments.<br />
Deeply imbedded in the credit union tradition <strong>is</strong> an ongoing search<br />
for better ways to understand and serve credit union members and the<br />
general public. <strong>Credit</strong> unions, like other democratic institutions, make<br />
great progress when they welcome and carefully consider high-quality<br />
research, new perspectives, and innovative, sometimes controversial,<br />
proposals. Open inquiry, the free flow of ideas, and debate are<br />
essential parts of the true democratic process. In th<strong>is</strong> spirit, the Filene<br />
Research Institute grants researchers considerable latitude in their<br />
studies of high-priority consumer finance <strong>is</strong>sues and encourages them<br />
to communicate their findings and recommendations.<br />
The Filene Research Institute <strong>is</strong> governed by an admin<strong>is</strong>trative<br />
board compr<strong>is</strong>ed of the credit union industry’s top leaders. Research<br />
topics and priorities are set by a select group of credit union CEOs<br />
called the Research Council. Additional research input <strong>is</strong> furn<strong>is</strong>hed<br />
by the Filene Research Fellows, a blue ribbon panel of academic and<br />
industry experts.<br />
The name of the institute honors Edward A. Filene, the “father of the<br />
U.S. credit union movement.” Filene was an innovative leader who<br />
relied on insightful research and analys<strong>is</strong> when encouraging credit<br />
union development.<br />
Since its founding in 1989, the Filene Research Institute has worked<br />
with over one hundred academic institutions and publ<strong>is</strong>hed over 150<br />
research studies.<br />
Please v<strong>is</strong>it our web site at www.filene.org to peruse our research<br />
library and learn more about the Filene Research Institute’s past,<br />
present and future.<br />
Progress <strong>is</strong> the constant replacing of the best there <strong>is</strong> with something<br />
still better!<br />
— Edward A. Filene<br />
i
Acknowledgements<br />
We would like to give special thanks to the following individuals who<br />
were instrumental in the publication of th<strong>is</strong> document: Franck<br />
Schuurmans, Ph.D., Samantha <strong>How</strong>land and Franklin Shen from<br />
Dec<strong>is</strong>ion Strategies International, Inc. (DSI). An extra note of<br />
recognition <strong>is</strong> extended to Jocelyn Wills, an important contributor in<br />
the writing and editing of th<strong>is</strong> document.<br />
We also thank the following organizations and individuals without<br />
whom the execution of th<strong>is</strong> exciting research project would not have<br />
been possible:<br />
• F<strong>is</strong>erv, Inc., for its generous financial support of the Filene Research<br />
Institute’s research on credit union growth <strong>is</strong>sues;<br />
• The <strong>Credit</strong> <strong>Union</strong> Executives Society (CUES), under the able leadership<br />
of Fred Johnson, for introducing the author of th<strong>is</strong> study to the credit<br />
union world;<br />
• Members of the Filene Research Council and i 3 group, for agreeing to<br />
be interviewed for th<strong>is</strong> research project; and<br />
• The 75 credit union executives who spent two days with us in the<br />
Philadelphia area.<br />
Th<strong>is</strong> book <strong>is</strong> dedicated to Mike Osborne of First Tech <strong>Credit</strong> <strong>Union</strong>, who<br />
joined us in Philadelphia for the Value Innovation workshop, and passed<br />
away shortly thereafter.<br />
iii
Table of<br />
Contents<br />
Executive Summar y and Commentar y . . . . . . . . . . . . . . 1<br />
About the Author . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5<br />
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7<br />
STEP 1:<br />
STEP 2:<br />
STEP 3:<br />
The <strong>Blue</strong> <strong>Ocean</strong> Pioneer-Migrator-Settler<br />
(PMS) Map . . . . . . . . . . . . . . . . . . . . . . . . . 15<br />
V<strong>is</strong>ualizing Current Strategy:<br />
The “As Is” Strategy Canvas . . . . . . . . . . 23<br />
Understanding the Customers’<br />
Experience . . . . . . . . . . . . . . . . . . . . . . . 31<br />
STEP 4: Learning from Noncustomers . . . . . . . . . 39<br />
STEP 5:<br />
The <strong>Blue</strong> <strong>Ocean</strong>: Six Paths Toward<br />
Future Value . . . . . . . . . . . . . . . . . . . . 49<br />
Exploring Across Industries . . . . . . . 5 1<br />
Exploring Across Strategic Groups . . 53<br />
Exploring Across the Chain of Buyers 55<br />
Exploring Across<br />
Complementar y Offerings . . . . . . . . 57<br />
Exploring Across Functional and<br />
Emotional Appeals . . . . . . . . . . . . . 59<br />
Exploring Across Time and Trends . . . 62<br />
Conclusion: Conceiving New Market Space . . . . . . . . 65<br />
Appendix A: Inter view Protocol . . . . . . . . . . . . . . . . 73<br />
Appendix B: Workshop Attendees . . . . . . . . . . . . . . . 75<br />
v
Executive<br />
Summar y and<br />
Commentar y<br />
by George A. Hofheimer,<br />
Chief Research Officer<br />
Stagnant credit union growth and undifferentiated strategies magnify<br />
the need for credit unions to innovate. <strong>How</strong>ever, we cannot simply<br />
point to the trends occurring in the credit union industry and say,<br />
“Go innovate.” The Filene Research Institute’s role as a “think-anddo<br />
tank” <strong>is</strong> to provide you with the tools and venues to understand<br />
innovation and growth. For example, the i 3 initiative <strong>is</strong> an exciting<br />
field-research project that tasks the movement’s next generation<br />
leaders with designing tomorrow’s credit union innovation pipeline.<br />
i 3 operates under an open innovation model whereby we heartily<br />
encourage credit unions, credit union organizations, and credit union<br />
vendors to take i 3 ideas as their own and implement in the marketplace.<br />
Since 2004, the i 3 initiative has introduced close to 30 specific credit<br />
union innovations, ranging from process improvement to new market/<br />
product development. i 3 <strong>is</strong> just one tool available for credit union<br />
innovation. Th<strong>is</strong> research project similarly aims to provide you with<br />
the inspiration and the tools to “go innovate” in a deliberate and<br />
creative manner.<br />
Several months ago, a number of credit union leaders, academics, and<br />
industry watchers alerted us to the book <strong>Blue</strong> <strong>Ocean</strong> Strategy: <strong>How</strong> to<br />
Create Uncontested Market Space and Make the Competition Irrelevant<br />
by W. Chan Kim and Renée Mauborgne. 1 The innovation processes<br />
reviewed in the book (commonly termed “value innovation”) are<br />
appealing concepts that could be successfully applied to credit unions.<br />
The authors introduce a framework whereby organizations can explore<br />
the creation of uncontested market space by pushing for a quantum<br />
leap in consumer value concomitant with decreasing industry cost<br />
structures. Does th<strong>is</strong> sound too good to be true? Kim and Mauborgne<br />
contend that th<strong>is</strong> deceptively simple idea boils down to four questions<br />
organizations rarely examine:<br />
• What elements should we eliminate that our industry takes for<br />
granted?<br />
• What elements should we reduce well below the industry<br />
standard?<br />
• What elements should we ra<strong>is</strong>e well above the industry standard?<br />
• What elements should we create that the industry has never<br />
offered?<br />
1<br />
W. Chan Kim and Renée Mauborgne, <strong>Blue</strong> <strong>Ocean</strong> Strategy: <strong>How</strong> to Create<br />
Uncontested Market Space and Make the Competition Irrelevant (Boston: Harvard<br />
Business School Press, 2005).<br />
1
Aided by the expert<strong>is</strong>e of Roch Parayre, Ph.D., senior fellow at the<br />
Wharton School and close academic colleague of Kim and Mauborgne,<br />
th<strong>is</strong> report puts credit unions under the “value innovation” lens of<br />
analys<strong>is</strong>. To ensure that we created a real<strong>is</strong>tic and useful framework,<br />
the research team conducted in-depth interviews with industry leaders<br />
in fall 2005, and hosted a two-day workshop with 75 credit union<br />
senior executives from around the United States in January 2006. The<br />
resulting insights of th<strong>is</strong> research are set forth on the pages that follow.<br />
Specifically, th<strong>is</strong> report will:<br />
• Introduce the value innovation framework and its applicability to<br />
credit unions;<br />
• Furn<strong>is</strong>h examples of value innovation at work in the financial<br />
services marketplace; and<br />
• Provide a set of tools that can be used to revitalize credit unions’<br />
strategy development.<br />
WHAT IS VALUE INNOVATION?<br />
Value innovation offers a unique framework for organizations to<br />
develop new uncontested market opportunities, or, in the words of<br />
Kim and Mauborgne, a “blue ocean” strategy. Like most competitive<br />
industries, the retail financial services marketplace can be portrayed<br />
as a “red ocean,” or competitive landscape that <strong>is</strong> “bloodied” by<br />
fiercely competitive rivals vying for the same share of the consumer’s<br />
financial services needs. In th<strong>is</strong> “red ocean,” competitors exhibit<br />
undifferentiated strategies in a crowded marketplace, which drives<br />
down profits, creates commodification and turns the waters “bloody.”<br />
Value innovation generates “blue ocean” strategies through the<br />
simultaneous pursuit of lower cost and differentiation.<br />
<strong>Credit</strong> unions, like other players in the retail finance sector, recognize<br />
that sustainable growth <strong>is</strong> critical to the long-term survival of<br />
individual organizations. Growth strategies come in many shapes and<br />
sizes, both organic and through acqu<strong>is</strong>ition. Yet other than focusing<br />
on the fundamentals of service, operating efficiencies, top-line growth,<br />
channel management, and market research, innovation at credit<br />
unions <strong>is</strong> too often the ugly stepchild of growth strategy considered the<br />
privilege of large corporations such as 3M and Google—which have<br />
the resources to create tomorrow’s killer application. Another group<br />
<strong>is</strong> the small, highly entrepreneurial start-up with a strong appetite for<br />
2
<strong>is</strong>k and the backing of venture capital<strong>is</strong>ts. Ordinary smaller players<br />
should mind the store, stick to their knitting, and be fast followers at<br />
best, not r<strong>is</strong>king the firm with large bets. We certainly agree that large<br />
and r<strong>is</strong>ky bets are to be avoided, but we believe that innovation seen<br />
through th<strong>is</strong> pr<strong>is</strong>m limits smaller organizations such as credit unions.<br />
In essence, innovation <strong>is</strong> about reframing a problem or an <strong>is</strong>sue; it <strong>is</strong><br />
about reorganizing the same information in a different way. Innovation<br />
<strong>is</strong> not about vast resources or technological breakthroughs. As John<br />
Scully of PepsiCo and Apple once famously observed, “If you think<br />
like your competitor you are not thinking at all.” Th<strong>is</strong> report <strong>is</strong> an<br />
inspiration to an industry that <strong>is</strong> not burdened by the demands of<br />
stock market returns to think big through thinking differently. <strong>Credit</strong><br />
unions, more than any other segment of the financial services industry,<br />
have the opportunity to innovate, in part because their customers are<br />
their owners. <strong>Credit</strong> unions should be able to co-opt members and<br />
engage them in improving their experience, hence strengthening the<br />
credit union value proposition. Others have done it, why not us?<br />
Reframing the old and the familiar, seeing and creating opportunities<br />
where others do not, positioning the organization to think in different<br />
terms—these and more are the purposes of innovation. By th<strong>is</strong><br />
definition, innovation <strong>is</strong> neither expensive nor technology-driven,<br />
per se. Within th<strong>is</strong> framework, innovation will be one of those “but<br />
of course!” occasions. Let us make sure that credit unions get there<br />
first, for the benefit of credit union members and the future viability<br />
of credit unions. To begin th<strong>is</strong> innovation journey, we take flight<br />
across the Atlantic <strong>Ocean</strong> to examine a Brit<strong>is</strong>h company that applies<br />
these principals.<br />
3
About the<br />
Author<br />
Roch Parayre, Ph.D., <strong>is</strong> the managing director of executive development<br />
for Dec<strong>is</strong>ion Strategies International (DSI). Dr. Parayre teaches<br />
executive education courses in dec<strong>is</strong>ion making, scenario planning,<br />
creativity, and strategy at CEDEP in France, for the Institute for<br />
Management Studies, at Southern Method<strong>is</strong>t University’s Cox School<br />
of Business, and at the University of Pennsylvania’s Wharton School.<br />
He <strong>is</strong> a senior fellow in the William and Phyll<strong>is</strong> Mack Center for<br />
Technological Innovation at the Wharton School. As a DSI scenarioplanning<br />
expert, Dr. Parayre guides client corporations through the<br />
scenario planning process. In addition to many credit unions, h<strong>is</strong> client<br />
l<strong>is</strong>t includes 3Com, American Airlines, American Re-Insurance, BASF,<br />
Cargill, Chubb, Citgo, Coca-Cola, The Conservation Fund, D<strong>is</strong>ney,<br />
Knight Ridder, Lucent Technologies, Marathon Oil, MCI, Merrill<br />
Lynch, Microsoft, New York Life, PNC Bank, Progress Software, and<br />
Texas Instruments, among others. Dr. Parayre has publ<strong>is</strong>hed papers<br />
in the Journal of Economic Behavior and Organization, the Journal of<br />
Banking and Finance, and Managerial and Dec<strong>is</strong>ion Economics. Most<br />
recently, he coauthored a chapter on technology assessment in Wharton<br />
on Managing Emerging Technologies. He earned a Ph.D. in business<br />
strategy from the University of Brit<strong>is</strong>h Columbia.<br />
parayre@thinkdsi.com<br />
5
Introduction<br />
A CRACK IN THE FOUNDATION<br />
On March 7, 2005, few people noticed the tremor making a small<br />
crack in the foundation of the financial services world. Originating<br />
in England, and quickly spreading across the Atlantic, the little<br />
earthquake known as “Zopa ” (“Zone of Possible Agreement”) broke<br />
away from traditional banking competitors and moved into a new<br />
market space, where the philosophies and practices of eBay and credit<br />
unions could meet. Perceiving that banks have for a very long time<br />
failed to understand the r<strong>is</strong>ing tide of mobile professional workers<br />
with “lumpy” incomes, Zopa founders decided to exploit the large gap<br />
between the rate at which people borrow money and the rate at which<br />
they can save. By offering itself up as a cheap personal loan provider<br />
capable of creating a secure, user-friendly, eBay-style loan exchange<br />
for people seeking to transact business with like-minded others, the<br />
Zopa team developed a strategy to eliminate the financial institution as<br />
middleman and to reduce the costs of personal borrowing and lending.<br />
They additionally worked to ra<strong>is</strong>e the profile of person-to-person<br />
banking and the credit union’s concept of democratic cooperation,<br />
complete with a member-specific community, where participants could<br />
control the destiny of the financial institution to which they belonged.<br />
To profit from these ideas, Zopa’s strateg<strong>is</strong>ts also moved to create a<br />
lending platform, where credit-worthy people earning money in new<br />
ways (for example, through the peak-and-valley incomes that flow<br />
from self-employment, consulting, and microbusiness ownership) could<br />
borrow from like-minded individuals—albeit ones who happen to have<br />
money in reserve. 2<br />
Tapping into the “30-something” mentality that also resonates across<br />
generational divides, the Zopa team hopes to capitalize on the new<br />
professional workers’ perception that banks have become greedy and<br />
unethical, as well as old-fashioned, and their increasing desire to move<br />
out of corporate life and receive better rates of return on both their<br />
human and financial capital, as well as on th<strong>is</strong> segment’s expanding<br />
Internet and “do-it-yourself” skills. To meet the escalating demands<br />
of technologically savvy investors and borrowers seeking socially<br />
responsible and “modern” venues for their financial transactions, Zopa<br />
executives pioneered a Web-based business to manage the collection<br />
of monthly repayments for member participants. The firm earns<br />
money through borrower exchange fees (usually 1% of the opening<br />
2<br />
BBC News, “If the World Was Run Like eBay” (October 3, 2005).<br />
7
offer), repayment protection insurance on loans, and comm<strong>is</strong>sions<br />
from insurance providers. Company representatives are also proud of<br />
the fact that Zopa does not “charge lenders a bean.” To reduce lender<br />
r<strong>is</strong>k, Zopa has an “offer-matching system” that divides lenders’ offers<br />
into small amounts, which are then d<strong>is</strong>tributed among at least fifty<br />
potential borrowers who have posted requests and meet credit reporting<br />
standards. Moreover, Zopa’s Web site stipulates that no loan seeker can<br />
borrow from the same person twice. By l<strong>is</strong>tening to a segment of the<br />
borrowing and investing community, the Zopa team was able to retool<br />
the standards of the tradition-bound financial industry to create value<br />
for the company and its customers. Zopa has eliminated and reduced<br />
those features of financial transaction that its niche consumers claim<br />
to desp<strong>is</strong>e (namely the bank, along with its costly and impersonal<br />
structures), and ra<strong>is</strong>ed the level of simplicity, transparency, security,<br />
and confidentiality banking customers crave. Zopa’s Web site l<strong>is</strong>ts—in<br />
language anyone can understand—the rules of the game, including the<br />
firm’s m<strong>is</strong>sion, practices, the names and biographical profiles of its<br />
principals and partners, and what news services have to say about its<br />
products and services. By inviting members and v<strong>is</strong>itors to read and to<br />
participate in the Zopa blog, and to join a community of like-minded<br />
spirits, the firm’s founders have also made lending and borrowing<br />
fun—no small feat in an industry known for inducing anxiety. 3<br />
By the end of its first year, Zopa’s focus on mobile professional<br />
workers, as well as on global trends in technology and culture, garnered<br />
the attention of consumers and reporters as well as business strateg<strong>is</strong>ts<br />
and competitors. Now boasting more than 100,000 reg<strong>is</strong>tered members<br />
in the United Kingdom, the firm has expanded across sea and land.<br />
It recently opened an office in San Franc<strong>is</strong>co, and entered the North<br />
American market to compete with other innovators focused on Webbased,<br />
person-to-person lending (such as Prosper.com), as well as<br />
more traditional purveyors of financial services. With more searchers<br />
flocking to its site each day, Zopa has also joined a small but expanding<br />
number of firms challenging long-standing assumptions and business<br />
models in financial services, including those centered on a reluctance to<br />
change the rules of a mature industry. 4<br />
3<br />
See http://www.zopa.com/ZopaWeb/ for a more detailed description of Zopa and<br />
its clientele. See also “Peer-to-Peer Lending: Back to the Future,” Filene Research<br />
Institute, 2006.<br />
4<br />
Bob Tedeschi, “It’s Like Lending to a Friend, Except You’ll Get Interest,”<br />
E-Commerce Report, New York Times (February 13, 2006).<br />
8
With a few exceptions, the financial services sector does not encourage<br />
innovative thinking, a tendency on which Zopa and other creative<br />
person-to-person financial service providers hope to capitalize by<br />
shifting the industry’s paradigm. Understanding the past as a socially<br />
constructed process, Zopa’s founders recognized the cultural, economic,<br />
political, and technological realities and trends, allowing them to<br />
env<strong>is</strong>ion a new kind of future. These insights then inspired them to<br />
challenge a prevailing w<strong>is</strong>dom based upon what many technologically<br />
savvy consumers perceive as increasingly inappropriate and irrelevant<br />
assumptions and practices grounded in maintaining the status quo.<br />
As practitioners of “value innovation” (that <strong>is</strong>, people who<br />
simultaneously push for a quantum leap in buyer value and a sharp<br />
drop in the industry’s cost structure), Zopa’s founders argue that<br />
they moved into th<strong>is</strong> offering prec<strong>is</strong>ely because “we live in an age<br />
when opting out <strong>is</strong> the new opting in…when everyday entrepreneurs<br />
[demand that they] be encouraged and pra<strong>is</strong>ed, not d<strong>is</strong>m<strong>is</strong>sed…<br />
when creditworthy people frequently have unpredictable income<br />
streams…when 9–5 <strong>is</strong>n’t the be-all and end-all, but banks still think<br />
it <strong>is</strong>.” Thus, with other industry experts and practitioners suffering<br />
from complacency and myopia, Zopa easily moved into uncharted<br />
waters and launched their business to an “unsuspecting world.” In the<br />
process, they created a new market space for themselves as well as for<br />
those anxious to cash in on the future that Zopa and other person-toperson<br />
banking upstarts hope to engineer.<br />
Similarly, ING Direct capitalized on the same sorts of insights. By<br />
creating an online business where customers do their banking remotely,<br />
ING Direct reduced overhead and eliminated the high operational<br />
costs associated with physical locations. Passing those savings on<br />
to customers, ING Direct not only simplified its infrastructure and<br />
product offering, it also ra<strong>is</strong>ed interest rates for consumer deposits and<br />
created new value for its burgeoning customer base.<br />
9
THE BLUE OCEAN STRATEGY CONCEPT<br />
Along with ING Direct’s successful model, Zopa’s recent launch has<br />
coincided with, and now exemplifies, another se<strong>is</strong>mic wave in the<br />
business world—the 2005 publication of W. Chan Kim’s and Renée<br />
Mauborgne’s runaway best-seller, <strong>Blue</strong> <strong>Ocean</strong> Strategy. Professors at<br />
INSEAD (France’s prestigious business school) studied 150 successful<br />
strategic moves—which they called “value innovation”—among 30<br />
industries over a 100-year period. With <strong>Blue</strong> <strong>Ocean</strong> Strategy confirming<br />
what their previous consulting work had shown, Kim and Mauborgne<br />
argue that neither companies nor industries remain permanently<br />
excellent. Instead, value flows not from technological innovation<br />
but rather from the “value innovation” that unlocks new demand by<br />
radically increasing the appeal of a good or service. According to Kim<br />
and Mauborgne, “value innovation” surfaces among the few successful<br />
entrepreneurs, firms, and industries that depart from the traditional<br />
strategic business models that have guided business planners since the<br />
nineteenth century.<br />
Perceiving “strategy” as “exploration,” value innovators leapfrog the<br />
competition by focusing on the simultaneous pursuit of superior<br />
value creation and cost reduction (both for themselves and their<br />
customers, as well as for society at large). The business v<strong>is</strong>ionaries<br />
Kim and Mauborgne have thus avoided the battles that turn industries<br />
and the marketplace into what they describe as “bloody red oceans”<br />
of competition. Focusing instead on increases in buyer value, price<br />
accessibility, and the creation of new aggregate demand, “blue ocean”<br />
strateg<strong>is</strong>ts unlock new possibilities as well as render their competition<br />
irrelevant (at least for a time). Recognizing the difficulties inherent<br />
in finding and creating “blue oceans,” strateg<strong>is</strong>ts argue that business<br />
planners can succeed only if they ask the right questions, particularly<br />
the following four:<br />
• What elements should we eliminate that our industry takes for granted?<br />
• What elements should we reduce well below the industry standard?<br />
• What elements should we ra<strong>is</strong>e well above the industry standard?<br />
• What elements should we create that the industry has never<br />
offered? 5<br />
5<br />
Kim and Mauborgne, <strong>Blue</strong> <strong>Ocean</strong> Strategy. For conc<strong>is</strong>e elaborations of <strong>Blue</strong> <strong>Ocean</strong><br />
Strategy, see Rudy Mezzetta, “Sailing Away from the Competition,” Investment<br />
Executive (September 2005), and Roch Parayre, “<strong>Blue</strong> <strong>Ocean</strong> Strategy: Getting<br />
a Competitive Edge through Value Innovation,” DSI Quarterly 2:3 (Fall 2005),<br />
http://www.thinkdsi.com.<br />
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As they weeded through the myriad examples of long-term business<br />
successes, failures, and combinations of the two, Kim and Mauborgne<br />
d<strong>is</strong>covered that while most firms have fought for competitive advantage,<br />
battled over a shrinking market share, and struggled to differentiate<br />
themselves from competitors who share their basic competitive profile,<br />
only a few v<strong>is</strong>ionaries have understood that the creation of profitable<br />
futures resides elsewhere, beyond prevailing business strategies and<br />
industry practices.<br />
Driven by the strategic moves of competitors, industries pursue a<br />
relentless march toward commoditization. Under hypercompetition,<br />
imitation becomes increasingly fast and furious, and players aim to stem<br />
the tide of commoditization, or at least delay its arrival. Ultimately,<br />
however, th<strong>is</strong> leads to that “red ocean” of bloody competition, where<br />
business planners not only follow the same battlefield principles and<br />
obsessively benchmark their competitors, but also do little more than<br />
divide the ex<strong>is</strong>ting (and dimin<strong>is</strong>hing) market share into smaller and<br />
smaller pieces.<br />
True innovation involves eliminating some aspects of a company’s<br />
offerings in order to create others, in order to free the resources<br />
required to pursue higher-value added components to your business<br />
model. Moreover, Kim and Mauborgne argue, the “blue ocean”<br />
strategy provides the critical framework and tools to effect such a shift.<br />
Looking not at the supply side of the equation but rather at demand,<br />
the authors have created a number of analytical tools to “v<strong>is</strong>ualize” the<br />
big picture.<br />
Th<strong>is</strong> image graphically represents the “blue ocean” strategy concept.<br />
At the heart of the concept <strong>is</strong> the search for an area of “value<br />
innovation,” whereby companies simultaneously drop their cost<br />
structure and increase value to consumers. While th<strong>is</strong> concept may<br />
sound counterintuitive, th<strong>is</strong> report introduces the process by which<br />
credit unions can systematically pursue th<strong>is</strong> line of thinking.<br />
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Figure 1: Tools for <strong>Your</strong> <strong>Blue</strong> <strong>Ocean</strong> Strategy<br />
Tool<br />
Pioneer-Migrator-Settler (PMS) Map<br />
“As Is” Strategy Canvas<br />
Buyer Utility Map<br />
Six Paths Framework<br />
Four Actions Framework<br />
“To Be” Strategy Canvas<br />
Description<br />
Diagnostic tool to describe an<br />
organization’s portfolio of offerings.<br />
V<strong>is</strong>ual cue describing the strategic<br />
landscape of business today.<br />
Tool that describes how consumers<br />
experience an organization’s specific<br />
offerings.<br />
Structure that provides planners a variety<br />
of “paths” to “value innovation.”<br />
Structure that encourages planners to<br />
reduce the cost structure of the industry<br />
and increase buyer value by asking four<br />
questions about their business.<br />
V<strong>is</strong>ual cue describing the strategic<br />
landscape of business tomorrow.<br />
Ultimately, planners need to think outside their current mental<br />
frameworks, just as Zopa’s founders searched beyond self-imposed<br />
industry realities and perceived ex<strong>is</strong>ting demands. Can we learn from<br />
the Zopa experience and the “blue ocean” strategies Zopa employed,<br />
blending features from the contemporary eBay craze with the traditions<br />
of the cooperative movement to move beyond traditional market<br />
boundaries? Can credit unions profit by employing th<strong>is</strong> suggested<br />
frameworks and tools? After all, utilities and telecommunications firms<br />
have moved from safe-haven environments and their original fields of<br />
membership to the dynamic world of global telecommunication. The<br />
concepts behind “value innovation” thus offer an additional way for<br />
credit unions to explore market opportunities for sustainable growth.<br />
THE RESEARCH PROCESS<br />
Because strategic planning <strong>is</strong> a process, not an event, we set upon a<br />
journey to answer the following questions:<br />
• What will we d<strong>is</strong>cover if we put credit unions under the value<br />
innovation lens of analys<strong>is</strong>?<br />
• What <strong>is</strong> the current competitive nature of financial services players?<br />
• <strong>How</strong> do credit union strategies compare to those of large banks,<br />
nontraditional players, and other key competitors in the financial<br />
services industry?<br />
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• What are the uncontested market spaces credit unions can pursue?<br />
• What strategies can credit unions implement to pursue these<br />
uncontested market spaces?<br />
• Are there examples of credit unions pursuing “blue ocean” strategies?<br />
The Filene Research Institute held a two-day “<strong>Blue</strong> <strong>Ocean</strong> Strategy:<br />
Value Innovation” workshop in Philadelphia in early January 2006.<br />
Additionally, we interviewed a dozen credit union leaders to seek<br />
additional insight into our research questions. Ultimately, we hoped<br />
to create the context for a better understanding of “value innovation”<br />
principles and practices, so that credit unions could better create and<br />
nurture cultures of innovation.<br />
Through the following sections, we illustrate each step of the value<br />
innovation process, along with industry cases and workshop examples<br />
to enhance ongoing planning at credit unions.<br />
• Step 1 involves mapping the current business portfolio of your<br />
organization (using the PMS Map).<br />
• Step 2 involves v<strong>is</strong>ualizing the current strategy through the<br />
creation of an “As Is” Strategy Canvas.<br />
• Step 3 moves into understanding the customers’ experience<br />
through the “Buyer Experience Cycle” tool.<br />
• Step 4 pushes beyond the boundaries of the industry and<br />
definitions of the business by learning from noncustomers.<br />
• Step 5 involves employing the “Six Paths Framework” to explore<br />
possible “blue oceans” across a variety of unique pathways that<br />
will eventually lead to a future—or “To Be”—Strategy Canvas.<br />
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Figure 2: <strong>Blue</strong> <strong>Ocean</strong> Strategy Process<br />
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Ultimately, we hope these steps will help to create new “blue ocean”<br />
strategies on which credit unions can build. Although “red oceans” will<br />
always ex<strong>is</strong>t in any competitive landscape, the “blue ocean” strategy<br />
offers an additional tool to help credit unions adapt to changing<br />
conditions. That process of adaptation begins with mapping the current<br />
state of play in one’s business environment on the PMS Map.<br />
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STEP 1:<br />
The <strong>Blue</strong><br />
<strong>Ocean</strong> Pioneer-<br />
Migrator-Settler<br />
(PMS) Map<br />
WHAT IS THE TOOL?<br />
The first value innovation tool <strong>is</strong> the PMS Map. Th<strong>is</strong> map helps credit<br />
unions analyze the “innovativeness” of their current portfolio of<br />
products/services and assess where profitable opportunities ex<strong>is</strong>t. To<br />
understand how to utilize th<strong>is</strong> map you must first understand what<br />
“pioneers,” “migrators,” and “settlers” are:<br />
1. Pioneers operate in true “blue oceans,” where they offer highly<br />
divergent products and/or services with mass-market appeal.<br />
2. Migrators are in limbo between “red” and “blue” oceans;<br />
they offer “more-for-less” products and services but do not<br />
change the shape of the industry nor change the rules of the<br />
competitive game.<br />
3. Settlers are mired in a “red ocean,” where they offer “me-too”<br />
products and services that conform to the industry and generate<br />
little in the way of long-term growth potential.<br />
A sample PMS Map may look like the below after analyzing a portfolio<br />
of products and services:<br />
Figure 3: Pioneer-Migrator-Settler Map<br />
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© Kim and Mauborgne 2005<br />
*Size of circle reflects the level of revenue generated by products or services.<br />
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Placing current products and services on the PMS Map can quickly,<br />
clearly, and forcefully drive home the current state of play in one’s<br />
business environment. The v<strong>is</strong>ual image also reveals that PMS mapping<br />
can help to challenge assumptions about current business portfolios,<br />
because it identifies and articulates the industry landscape. Since the<br />
sizes of the circles on the PMS Map reflect the relative level of revenue<br />
generated by a product or service, such an exerc<strong>is</strong>e ultimately forces<br />
dec<strong>is</strong>ion makers to examine the overall strategic health of the business<br />
and, more importantly, to identify future areas for potential growth.<br />
Long-term strateg<strong>is</strong>ts should seek to push more of their business<br />
upward, from “settlers” and “migrators” to “pioneers.”<br />
RESEARCH FINDINGS<br />
When we asked workshop participants to identify credit union products/<br />
services in each of the three categories, one senior executive declared,<br />
“I can’t think of a credit union anywhere that has things outside of<br />
the ‘settler’ category!” Although an extreme response, the statement<br />
was revealing and pointed to common cognitive biases influencing<br />
most credit unions’ abilities to develop sustainable growth strategies.<br />
Suggesting that participants think of the PMS Map as both a diagnostic<br />
and a strategic positioning and educational tool, we divided workshop<br />
participants into eight groups (of between eight and nine people each)<br />
to test the extreme response. We soon found that the initial declaration<br />
did not stray very far from credit union strategy development realities.<br />
To illustrate the point, when asked to l<strong>is</strong>t the ex<strong>is</strong>ting products and<br />
services offered by their businesses and to position those offerings into<br />
“settlers,” “migrators,” and “pioneers,” all the groups identified most<br />
credit unions’ tendency to focus on transaction products (checks, credit,<br />
and debit); auto, home, and unsecured loans; money market, and CD<br />
deposits; wealth management centered on retirement and annuities;<br />
and basic online services. Thus, most participants had to admit that<br />
their own business, as well as the industry as a whole, resides within<br />
the “settlers’” “red ocean.” With several small strokes, the process<br />
identified the general need for further strategic d<strong>is</strong>cussion and further<br />
planning, and the suitability of the “value innovation” model for credit<br />
union development.<br />
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Figure 4: Workshop PMS Map<br />
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When pressed to come up with “migrators” within the industry,<br />
workshop participants realized that they could name many credit<br />
unions that had tweaked their offerings in ways that give customers<br />
more value for less money. Participants quickly identified many<br />
“migrator” examples among a host of credit unions, including changes<br />
focused on affordable payday lending, debit cards, flexible accounts,<br />
e-banking add-ons, health savings accounts, packaging for different<br />
cultural/ethnic groups, indirect lending, shared branches, and some of<br />
Filene Research Institute’s new i 3 initiatives.<br />
MIGRATING AWAY FROM “ME-TOO”<br />
North Carolina <strong>Credit</strong> <strong>Union</strong> <strong>League</strong>’s (NCCUL) “Seeing Double” campaign can lay claim to “migrator” status. At first blush, “Seeing<br />
Double” appears to qualify as a value innovator. To solve the widely perceived industry problem that Americans simply do not seem<br />
to save money anymore, NCCUL’s marketing department created an imaginary employee in a fictional “Deposits Department” who<br />
accidentally doubled member deposits, either through incompetence or apathy. As part of a larger promotional campaign, the<br />
imaginary employee doubled deductions, direct deposits, down-payments, and check orders in order to give members who participated<br />
in the hoax a three-way chance to win up to $500. With th<strong>is</strong> variation on other innovative savings incentive experiments that combine<br />
banking with lotteries, NCCUL hoped to make banking fun and entice members into saving more. But did the credit union really<br />
“value innovate?” When forced to examine the scheme in greater detail, one must conclude that the promotional campaign merely<br />
offered a one-time chance to receive a little bit more of what credit unions already offer; and, moreover, it merely followed in the<br />
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path of “pioneer” value innovators such as the Latin and South American banks (respectively) Banco Bilbao Vizcaya (BBVA) and Banco<br />
Rio, which offer lottery-linked deposit accounts (LLDAs) that combine savings with a lottery. At BBVA and Banco Rio, each depositor<br />
typically receives one lottery chance per month for a certain amount of dollars deposited into a savings account. The depositor pays for<br />
th<strong>is</strong> chance to win by forgoing interest. Thus, these banks have eliminated interest for lottery playing depositors, and ra<strong>is</strong>ed customer<br />
expectations about receiving a substantial return if they win the lottery, including daily prizes such as cars or $22,000 in cash, and<br />
monthly prizes of more than $200,000. Although the odds of winning either remain astronomically low (approximately .000032%),<br />
depositors have flocked to such governmental and privately run financial institutions around the globe—from Mexico, Venezuela, and<br />
Columbia to the United Kingdom, Kenya, and Japan. Banco Rio alone reports an average of about 3,000,000 chances (tickets) per<br />
month, suggesting that deposits exceed $600,000,000. Despite a long and rich h<strong>is</strong>tory in lottery-linked products, no such initiative<br />
has taken place in the United States. With more research, there resides, perhaps, an opportunity for value innovation, particularly<br />
when one considers the American propensity to gamble on dreams of lottery largesse.<br />
Figure 5: Workshop L<strong>is</strong>ting of Potential Pioneers,<br />
Migrators and Settlers<br />
Potential Pioneers<br />
Potential Migrators<br />
Potential Settlers<br />
UPost<br />
Closed/Tight Field of Memberships<br />
Peer-to-Peer Lending<br />
Home Loan Payment Relief (HLPR) Mortgages<br />
Free Financial Education<br />
Gift Cards<br />
E-mail Alerts<br />
Health Savings Accounts<br />
Payday Loans / Check-Cashing<br />
Portable Mortgages<br />
Matrimoney TM<br />
Lifestyle Lending<br />
Rounded Transactions<br />
(Bank of America’s “Keep the Change”)<br />
Shared Branching<br />
All Traditional Products<br />
(almost all loan and deposit products)<br />
Online Services<br />
Business Services<br />
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Although workshop participants proposed several examples of<br />
“pioneer”-type initiatives, few examples held up under scrutiny. The<br />
UPost initiative remains one of the few exceptions, although it<br />
has quickly began moving into the status of “migrator” as more<br />
and more credit unions adopt and apply the service. Originally<br />
developed by Pennsylvania State Employee <strong>Credit</strong> <strong>Union</strong>’s (PSECU)<br />
eCU Technologies, UPost allows members to enter deposits online via<br />
home banking before providing the credit union with an actual check.<br />
UPost emerged to foster credit union loyalty, particularly among<br />
members living at a d<strong>is</strong>tance from actual branches. UPost provides<br />
credit union members with in-house and service-bureau home banking<br />
solutions, e-statements, on-line lending services, kiosk machines, and<br />
report generator consulting services. It allowed PSECU to eliminate the<br />
waiting time members had to endure before they could access funds, and<br />
it also wiped out overdraft r<strong>is</strong>ks by making funds available immediately.<br />
It reduced maintenance in terms of the staffing levels required to check<br />
on member deposits. It ra<strong>is</strong>ed the profile of home banking. And it<br />
also created an automatic member qualification system, including file<br />
maintenance programs to run and track member accounts, qualifying<br />
members based on their credit h<strong>is</strong>tory. Moreover, UPost appears to<br />
have increased member loyalty.<br />
Ultimately, credit union strateg<strong>is</strong>ts will want to push more businesses<br />
toward becoming “pioneers,” all the while recognizing that “settlers”<br />
frequently continue to generate the cash flow to fund ongoing strategy<br />
development. As Kim and Mauborgne argue, balancing between<br />
profitable expansion and cash flow may help dec<strong>is</strong>ion makers to<br />
overcome the limitations of strategic planning. In the end, the PMS<br />
Map helps to shift the focus from number-crunching exerc<strong>is</strong>es that lead<br />
to little more than incrementally higher returns to building a bigger<br />
picture of possibilities for future expansion.<br />
Mapping in th<strong>is</strong> way not only identifies current strategies among<br />
credit unions (including cost structures, differentiation, and focus), it<br />
can also ass<strong>is</strong>t credit union managers to v<strong>is</strong>ualize opportunities for<br />
“migrators” and “pioneers,” all the while linking those opportunities<br />
to required capabilities and resources. Additionally, the exerc<strong>is</strong>e can<br />
dramatically illustrate the day-to-day experiences of credit union<br />
managers that currently elude board members and staff. As credit union<br />
executives already know, retail banking has become an extremely bloody<br />
proposition, particularly when one considers the seemingly inevitable<br />
entry of Wal-Mart and other mega-entrants into the financial services<br />
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industry. Creating ever more turbulent “red ocean” waters, these trends<br />
signal the pressing need for credit union innovation.<br />
Following the PMS mapping exerc<strong>is</strong>e, the next step involves seeking<br />
a point of differentiation—that obvious candidate product or service<br />
for value innovation. A well-establ<strong>is</strong>hed “settler” often makes a good<br />
candidate. Once workshop participants had identified all the key<br />
offerings, mapping and labeling each one as a circle on a blank PMS<br />
Map (with circle size indicating the relative size of the products/services),<br />
we asked our credit union executives to review their assumptions and to<br />
identify the processes by which they developed each offering’s strategy.<br />
Planning experience reveals that typical processes often start with<br />
cognitive biases that ultimately lead to the following four results:<br />
• Muddled strategies and “me-too” approaches<br />
• Internal rather than consumer focus<br />
• Divergence between top-down strategy and bottom-up<br />
budgeting<br />
• Bulky documents read by no one<br />
Significantly, all that work often leads to naught. Indeed, line managers,<br />
rank-and-file staff members, and members tend to res<strong>is</strong>t unfocused<br />
directives to change direction. Conversely, “blue ocean” strateg<strong>is</strong>ts<br />
achieve a high degree of successful buy-in to their business plans<br />
because they adhere to three qualities necessary for a strong and<br />
profitable strategy:<br />
• Focus<br />
• Divergence<br />
• Compelling tag line<br />
With these ideas and caveats in mind, we asked our credit union<br />
workshop participants to select an obvious candidate product or<br />
service for value innovation.<br />
Armed with PMS Maps and the rules for the focus-divergencecompelling-tag-line<br />
litmus test, our credit union executives regrouped<br />
to d<strong>is</strong>cuss how their current portfolios should evolve over time to<br />
create growth for their businesses and the industry. Effective planning<br />
requires qualitative teamwork (validated by quantitative data where<br />
possible and necessary) and v<strong>is</strong>ual exploration of the world created by<br />
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such tools as PMS Maps. It also relies on d<strong>is</strong>cussions about possibilities<br />
for value innovation; follow-up field research on customers, users,<br />
nonusers, lost customers, alternatives, and the like; further litmus test<br />
d<strong>is</strong>cussions on futures; refinements on creating a true “blue ocean”<br />
strategy of value innovation; and ongoing communication to effect<br />
smooth implementation. We had a beginning, and once each group<br />
of participants had identified candidates for innovation, we were able<br />
to move on to the next step in the process: v<strong>is</strong>ualizing current strategy<br />
by drawing the world we already knew, and using the “As Is” Strategy<br />
Canvas to create the value curves on which credit unions currently<br />
conduct their business.<br />
TRY IT OUT YOURSELF<br />
Developing the PMS Map: Principles<br />
L<strong>is</strong>t the ex<strong>is</strong>ting products and services offered by your credit union, and<br />
position them into the three following categories:<br />
• Pioneers: highly divergent offerings with mass-market appeal<br />
• Migrators: offerings that fall between “pioneers” and “settlers,”<br />
offering value improvements but not changing the rules of the<br />
competitive game<br />
• Settlers: “me-too” types of products/services<br />
Figure 6: Pioneer-Migrator-Settler Products and Services<br />
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DRAWING YOUR PMS MAP<br />
1. Choose a representative sample of products and services that reflect<br />
the current strategic portfolio of your business unit (choose between<br />
five and 10 offerings to post on your PMS Map).<br />
2. Using the standard template provided, represent each of the selected<br />
products and services offered as a colored circle on the PMS<br />
template.<br />
3. The size of the circle should reflect the relative level of revenues<br />
generated by the product or service<br />
Figure 7: Pioneer-Migrator-Settler Map<br />
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On the bas<strong>is</strong> of your PMS Map, please review the assumptions<br />
underlying the business’s strategy. D<strong>is</strong>cuss how the current portfolio<br />
should evolve over time in order to create growth for the credit union.<br />
Choose your d<strong>is</strong>cussion by selecting an obvious product or service<br />
for innovation (a well establ<strong>is</strong>hed “settler” usually makes a good<br />
candidate).<br />
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STEP 2:<br />
V<strong>is</strong>ualizing<br />
Current Strategy:<br />
The “As Is”<br />
Strategy Canvas<br />
WHAT IS THE TOOL?<br />
Having reviewed your portfolio with the PMS Map, the next step<br />
<strong>is</strong> to draw up your “As Is” Strategy Canvas. The “As Is” Strategy<br />
Canvas focuses attention on the current state of play at the businessoffering<br />
level, and helps attain a common perception of reality. The<br />
canvas captures the four key elements of strategy: the key factors of<br />
competition; the levels of offering buyers receive; the industry-cost<br />
drivers; and the company’s and its competitors’ comparative strategic<br />
profiles. It illustrates how a given business competes, whom it competes<br />
with, and where its strategy diverges (if at all) from its competition’s.<br />
Lastly, it allows for d<strong>is</strong>cussion of whether the current strategy meets<br />
the three criteria that define a good strategy: focus, divergence, and a<br />
compelling tag line that speaks to the market.<br />
Figure 8: As Is Strategy Canvas<br />
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There are two components to a value curve:<br />
• Key elements consumers consider when choosing a<br />
financial institution<br />
• Offering level of each element<br />
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1. The first step cons<strong>is</strong>ts of identifying/selecting the relevant key<br />
elements. Most probably appear in your value proposition. Key<br />
elements can be related to the product, service, and delivery content<br />
of the offering. They are not a l<strong>is</strong>t of internal-offering features;<br />
however, price <strong>is</strong> always a key element. The maximum number of key<br />
elements should be 10.<br />
2. The second step cons<strong>is</strong>ts of scoring the offering levels of each<br />
key element on a 1-5 scale, 1 being a low level and 5 being an<br />
excellent level.<br />
RESEARCH FINDINGS<br />
We asked our workshop participants to choose one business line within<br />
their organization and one customer type or segment to focus on.<br />
They then had to consider the following questions: “Is my business a<br />
‘pioneer’? If not, what components make my business a ‘migrator’ or<br />
a ‘settler’?”<br />
The “As Is” Strategy Canvas not only illustrates how one business<br />
competes, it also depicts where each player’s strategy diverges from<br />
others in the field. Moreover, it allows for a more nuanced dialogue<br />
about the business’s cultural lens and dominant course, and whether<br />
current strategies meet or optimize those all-important tests for value<br />
innovation: focus, divergence, and a compelling tag line.<br />
But where do those “As Is” value curves come from? They derive from<br />
answers to critical questions about the current state of the business,<br />
as well as its current customers and competitors. Past research 6<br />
determined that the following factors influence consumer choice in<br />
financial services:<br />
6<br />
“Building Trust and Long-Term Relationships with Generation X, Generation<br />
Y, and Baby Boomers” (Filene Research Institute, 2006); and “Consumer<br />
Relationships with Financial Institutions” (Filene Research Institute, 1993).<br />
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Figure 9: Factors Which Influence Consumer Choice<br />
in Financial Services<br />
Competitive Loan Rates<br />
Trust in FI<br />
Reputation of FI<br />
Having a Past H<strong>is</strong>tory with FI<br />
Trust in Loan Officer<br />
Family/Friend Recommendation<br />
Quality of Service<br />
D<strong>is</strong>tance from Residence<br />
Convenient Hours<br />
Convenient Location<br />
Service Charges/Fees<br />
Safety of Institution<br />
Clarity of Statements<br />
Accuracy of Statements<br />
Friendly, Courteous Staff<br />
Low Rates on Loans<br />
Loan Approval Time<br />
Knowledge of Loan Officer<br />
Recommendation from Friend or Family<br />
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In line with ex<strong>is</strong>ting research, workshop participants identified eight<br />
critical or key elements that matter to consumers of financial services:<br />
convenience, low rates, trustworthiness, reliability, security, image,<br />
speed, and fun. (Of course, price always emerges as a key element on<br />
any strategy canvas, and has meaning only when it appears as the most<br />
important consideration on which consumers make trade-offs). With<br />
key factors identified by the customer, our participants then answered<br />
questions centered on each element’s level of offering, including, “What<br />
does the customer currently want or expect from the industry?” and<br />
“What do industry players currently compete on and for in th<strong>is</strong> market?”<br />
Making a l<strong>is</strong>t of key factors of competition—as customers would talk<br />
about them—our participants filled out the following template:<br />
Figure 10: L<strong>is</strong>ting the Key Factors of Competition<br />
Level of Offering (0 to 5)<br />
You<br />
Competition/<br />
Best Alternative<br />
Price (Rate)<br />
Convenience<br />
Trustworthiness<br />
Reliability<br />
Security<br />
Image<br />
Speed<br />
Fun<br />
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First, they assessed their own relative level of offering in the “You”<br />
column, with three representing the industry average and five the<br />
highest-level offering. Repeating the assessment in the column<br />
“Competition/Best Alternative” for one or more competitors available<br />
to current customers.<br />
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Placing price (always) as the first element, our participants then ranked<br />
the remainder of their key elements, ordering them from the lowest<br />
to the highest value. For each element, participants also ranked the<br />
level of offering for competitors such as Bank of America and local<br />
community banks. The result <strong>is</strong> the following retail financial servicesspecific<br />
Strategy Canvas, complete with three “different” value curves.<br />
Figure 11: “As Is” Value Curve, Retail Financial Services<br />
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Together with the PMS Map, the “As Is” Strategy Canvas confirms that<br />
simple pictures can often reveal much more than any stat<strong>is</strong>tical table or<br />
lengthy report that produce quantitative evidence about an industry, its<br />
customers, and its competition. Drawing value curves forces dec<strong>is</strong>ion<br />
makers and planners to ask, among other things, questions about<br />
levels of industry convergence, divergence, and maturity, where current<br />
competitors place most emphas<strong>is</strong> on whether or not their own business<br />
strategies diverge from other industry players, and, most importantly,<br />
where spaces for immediate divergence already ex<strong>is</strong>t. Ultimately, th<strong>is</strong><br />
powerful v<strong>is</strong>ual tool prompts strateg<strong>is</strong>ts to ask, “What should we<br />
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change in the way that we do things?” Again, credit union executives<br />
can use the strategy canvas and its “As Is” curve exerc<strong>is</strong>es for a host of<br />
planning activities, including diagnostics, education (among executives,<br />
board members, and staff), and as a means of identifying a host of<br />
concerns. It would appear that credit unions have many opportunities<br />
for change—at present they do nothing more than parallel the value<br />
curves of megabanks and community banks. Th<strong>is</strong> sentiment was<br />
recently reinforced by Harvard Business School strategy guru Michael<br />
Porter, during h<strong>is</strong> 2005 address to the Bank Admin<strong>is</strong>tration Institute:<br />
“Most banks don’t have a clear strategy. The banking industry<br />
<strong>is</strong> basically riddled with ‘me-too’ competition. That works<br />
fine when tides are r<strong>is</strong>ing, but not forever. Banks have been<br />
protected a lot by inertia and ‘stickiness’ on the customer<br />
side. But the pressure will grow as the era of consolidation<br />
and restructuring abates. We’re entering a period of strategic<br />
positioning. Increasingly, banks will have to be able to deliver<br />
something d<strong>is</strong>tinctive to their customers. Very few banks have<br />
the courage to have a d<strong>is</strong>tinctive value proposition from their<br />
competitors. You must have clarity of purpose.”<br />
At th<strong>is</strong> point in our research, we establ<strong>is</strong>hed that credit unions firmly<br />
reside in a “red ocean.” To imagine a different set of strategies and an<br />
alternative future, credit unions need to go beyond recognition of the<br />
problem and delve into one of the most important factors in value<br />
innovation: the consumer experience. Exploring “blue ocean” strategies<br />
requires that credit unions deconstruct the consumer experience from a<br />
variety of angles and perspectives.<br />
TRY IT OUT YOURSELF<br />
1. Choose one business line within your organization.<br />
2. Choose one customer type or segment on which to focus.<br />
3. Try to answer such questions as: What does the customer want/expect<br />
today from the industry? What do current players in the industry<br />
compete with today? Make a l<strong>is</strong>t of the key factors of competition as<br />
members might describe them.<br />
4. In the “You” column, assess your relative level of offering (a level of<br />
three represents the industry’s average).<br />
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5. In the “Competition/ Best Alternative” column, repeat the assessment<br />
for one of your competitors available to your customer.<br />
6. Calculate the difference: Difference=You minus Competition/Best<br />
Alternative.<br />
7. In the “Rank Order” column, order the key factors of competition<br />
from the lowest to the highest value of D (remember that price <strong>is</strong><br />
always #1 and comes first on the left side of the value curve).<br />
8. Map the key elements for you and the Competition/Best Alternative<br />
on the strategy canvas in Figure 13.<br />
Figure 12: L<strong>is</strong>ting the Key Factors of You and <strong>Your</strong> Competitor<br />
Level of Offering (0 to 5)<br />
You<br />
Competition/<br />
Best Alternative<br />
Difference<br />
(Y-C)<br />
Rank<br />
Order<br />
Price (Rate) 1<br />
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Figure 13: “As Is” Strategy Canvas<br />
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Consider the following general leading questions to help you interpret<br />
the key messages and questions your “As Is” Strategy Canvas <strong>is</strong><br />
ra<strong>is</strong>ing:<br />
1. What <strong>is</strong> the level of convergence or divergence with the overall<br />
industry?<br />
2. <strong>How</strong> mature <strong>is</strong> the industry?<br />
3. Where does the current competition put most of its emphas<strong>is</strong>?<br />
4. <strong>How</strong> divergent <strong>is</strong> your offering from the competition?<br />
5. Where do you see space for immediate divergence?<br />
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STEP 3:<br />
Understanding<br />
The Customers’<br />
Experience<br />
WHAT IS THE TOOL?<br />
A customer’s experience can usually be broken down into a cycle of<br />
d<strong>is</strong>tinct stages, running more or less sequentially from need to d<strong>is</strong>posal.<br />
You may find it necessary to rename some of these stages to fit the<br />
specifications of credit unions.<br />
Each stage encompasses a wide variety of specific experiences that may<br />
translate for the customer into a sense of sat<strong>is</strong>faction, d<strong>is</strong>sat<strong>is</strong>faction,<br />
frustration, or even pain. Some of these experiences may leave the<br />
customer indifferent, while others may stimulate unconscious (and<br />
unserved) needs or desires.<br />
The buyer experience cycle will uncover which assumptions increase<br />
costs without significantly ra<strong>is</strong>ing customer utility. By seeing the<br />
detractions from value and removing these roadblocks to buyer utility,<br />
and by reducing costs not associated with utility creation, initial<br />
opportunities to “value innovate” begin to emerge.<br />
Figure 14: The Buyer Experience Cycle<br />
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© Kim and Mauborgne 2005<br />
Maximizing member sat<strong>is</strong>faction, loyalty, and value requires an indepth<br />
understanding of how consumers experience products and<br />
services. Many technology-driven firms have d<strong>is</strong>covered, much to<br />
their shareholders’ consternation, that customers do not necessarily<br />
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eat a path to the better mousetrap’s door, no matter how elegant<br />
its construction. Customers care about a whole lot more than the<br />
mousetrap itself—they want ease of purchase, hassle-free delivery and<br />
maintenance, and relatively painless buy-in, use, and d<strong>is</strong>posal options.<br />
Defining and optimizing the buyer’s experiences with product and<br />
service offerings can help to identify and prioritize opportunities to<br />
develop not just better mousetraps, but deeper and more sat<strong>is</strong>fying<br />
relationships with customers.<br />
Many customers’ soon-to-be ex-suppliers of products and services<br />
create their own problems by failing to pose critical questions about<br />
buyer utility. <strong>Blue</strong> <strong>Ocean</strong> Strategy reminds us that while robust business<br />
models depend upon the proper blending of buyer utility, price, cost,<br />
and adoption of products and services (without the former none of the<br />
latter elements matter at all), if we cannot come up with compelling<br />
reasons why the critical mass of people should buy our product or<br />
services we have only two choices: either to “park the idea,” or to<br />
rethink it until we can say, “Yes, without a doubt, there <strong>is</strong> exceptional<br />
buyer utility in th<strong>is</strong> product or service idea.” 7<br />
RESEARCH FINDINGS<br />
Most consumers go through a six-stage experience when buying a<br />
product or service:<br />
• Initial purchase<br />
• Delivery<br />
• Use<br />
• Supplemental purchases<br />
• Maintenance<br />
• D<strong>is</strong>posal<br />
Within each of these stages, consumers also experience a variety of<br />
benefits or frustrations. For example, the elements of optimal price,<br />
convenience, reliability, fun, etc., are identified as “utility levers.”<br />
7<br />
Kim and Mauborgne, <strong>Blue</strong> <strong>Ocean</strong> Strategy, 118.<br />
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We asked our workshop participants to consider their members’<br />
experience in light of the following diagram:<br />
Figure 15: The Buyer Experience Cycle<br />
Purchase Delivery Use Supplement Maintenance D<strong>is</strong>posal<br />
Customer<br />
Productivity<br />
Simplicity<br />
Convenience<br />
R<strong>is</strong>k<br />
Fun &<br />
Image<br />
With PMS Maps and strategy canvases in hand, our workshop<br />
participants began to d<strong>is</strong>assemble their members’ experiences.<br />
Rethinking the series of d<strong>is</strong>crete stages (running more or less<br />
sequentially from need and want to ultimate d<strong>is</strong>posal), credit union<br />
executives quickly saw that each stage in the buyers’ cycle actually<br />
encompasses the possibility for a wide range of experiences, not all<br />
of them weighted equally. By placing themselves in their members’<br />
shoes, our workshop participants began to identify those experiences.<br />
In addition, they gained a better appreciation of the experiences<br />
that could induce d<strong>is</strong>sat<strong>is</strong>faction, frustration, and even pain. More<br />
important, they began to grasp better ways in which to stimulate<br />
unconscious (and underserved) needs and desires among consumers<br />
shopping for financial services. Together, these realizations helped<br />
to prompt d<strong>is</strong>cussions about how to unlock value for both members<br />
and credit unions. For example, most consumers care about how long<br />
it takes to find the product or service they need, yet few companies<br />
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think about th<strong>is</strong> when planning future strategies. Moreover, while<br />
some consumers care little about the attractiveness of the financial<br />
institutions they v<strong>is</strong>it, they may well resent an inaccessible one,<br />
particularly if it costs a great deal of both time and money to access<br />
it. Additionally, some consumers enjoy unpacking and installing new<br />
products and receiving training to use them, but most do not. And<br />
costs involved with supplements, maintenance, and d<strong>is</strong>posal matter to<br />
most consumers, as well.<br />
Working on a Buyer Experience Cycle exerc<strong>is</strong>e can thus serve at least<br />
two objectives: it can provide initial insight into the unquestioned<br />
(but reversible) assumptions industry participants share that may<br />
detract from the value of a service or product, and it can uncover<br />
the overconfidence, tunnel v<strong>is</strong>ion, and rationalizations that increase<br />
costs without significantly ra<strong>is</strong>ing customer utility. By perceiving value<br />
detractors, removing roadblocks to buyer utility, and reducing costs<br />
not associated with utility creation and enhancement, opportunities to<br />
“value innovate” begin to emerge.<br />
To illustrate the usefulness of testing for exceptional buyer utility,<br />
our credit union workshop participants examined the specific avenues<br />
through which consumers obtain automobile loans. Placing our<br />
workshop attendees into three groups, we asked each group to identify<br />
the Buyer Experience Cycles for the entire automobile-purchasing<br />
process. D<strong>is</strong>playing their findings on the following Buyer Utility Maps,<br />
our mapmakers gave specific names to the stages of their buyers’<br />
experience cycle on the horizontal ax<strong>is</strong>. They also named the “utility<br />
levers” on the vertical ax<strong>is</strong> to fit current perceptions about the reality<br />
of member-credit union interactions. Finally, they identified perceived<br />
“blocks” to customer utility, placing “pain points” (signified by “*”)<br />
inside those boxes where the industry seems to add costs without<br />
significantly increasing customer sat<strong>is</strong>faction.<br />
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Figure 16: Buyer Utility Maps<br />
Buyers Experience Levers<br />
Group 1<br />
Research<br />
Apply<br />
Offer/<br />
Accept<br />
Cross-<br />
Selling<br />
Fulfillment<br />
Price<br />
Utility Levers<br />
Convenience<br />
*<br />
Usability<br />
* *<br />
Choice<br />
*<br />
Speed<br />
R<strong>is</strong>k<br />
*<br />
Group 2<br />
Decide<br />
Buyers Experience Levers<br />
Select<br />
Vehicle<br />
Simplicity<br />
* * *<br />
Finance Close Repay<br />
Utility Levers<br />
Convenience<br />
* * *<br />
Time<br />
*<br />
Experience<br />
* *<br />
Confidence<br />
* *<br />
Buyers Experience Levers<br />
Group 3<br />
Buy Deliver Use Supplements Maintenance D<strong>is</strong>posal<br />
Simplicity<br />
* *<br />
Utility Levers<br />
Convenience<br />
* *<br />
Price<br />
R<strong>is</strong>k<br />
*<br />
Fun<br />
* * * * * *<br />
* Indicates pain points in process.<br />
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Although each of our three Buyer Utility Maps differs, some common<br />
elements emerged from the process. All credit union participants<br />
perceived convenience as a utility lever. Indeed, not only does finding a<br />
convenient loan on which to finance an automobile purchase matter to<br />
buyers, but, all other things being equal, they will also cons<strong>is</strong>tently seek<br />
a lending source that makes life easier, no matter what the cost. At the<br />
same time, however, the v<strong>is</strong>ual exerc<strong>is</strong>e forced our executives to admit<br />
that credit unions create pain points all along the “Convenience” row,<br />
suggesting that someone could unlock exceptional utility for consumers<br />
if they offered handier products and services. Simplicity and price<br />
emerged as significant on two of the three maps as well, suggesting<br />
further opportunities for improvement. Significantly, only one map<br />
identified “fun” as a utility lever; however, when asked to think about<br />
“blocks” and “pain points,” our workshop participants reg<strong>is</strong>tered them<br />
all along the “Fun” row. Zopa and other on-line financial services<br />
providers have tapped into all of these pain points, and their experience<br />
reveals that credit unions might do well to think about convenience,<br />
simplicity, and fun as pain point opportunities for value innovation.<br />
Along with PMS Maps and strategy canvases, Buyer Utility Maps can<br />
unearth new opportunities for credit unions, not only in terms of new<br />
offerings but also in order to eliminate some of those pain points that<br />
stand between the member and exceptional value.<br />
<strong>Credit</strong> union executives have much work to do if they hope to capture<br />
some of the open space that prom<strong>is</strong>es to generate sustainable growth<br />
for themselves and their membership. In addition, they have much to<br />
learn from all of those noncustomers with whom they might build a<br />
more robust future. In fact, understanding what noncustomers want<br />
and need plays a pivotal role in unleashing exceptional value while<br />
simultaneously driving down costs. Although credit unions currently<br />
serve nearly 87 million members, long-term viability centers on<br />
reaching those other 200 million and counting noncustomers. We turn<br />
to them next.<br />
TRY IT OUT YOURSELF<br />
1. First, identify a typical credit union Buyer Experience Cycle, such as<br />
a mortgage or an auto loan.<br />
2. Next, identify the blocks to utility. Ask “What spaces does our<br />
industry currently occupy? Where <strong>is</strong> the industry blocking customer<br />
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utility across the 36 spaces?” Place astericks in the spaces that you<br />
perceive as roadblocks.<br />
3. Identify the cost components that do not add utility. Ask “On what<br />
spaces does our industry focus its costs? Where <strong>is</strong> the industry<br />
adding costs while not significantly adding to customer utility<br />
across the 36 spaces?”<br />
4. Map your findings on the Buyer Utility Map.<br />
Note: these negatives today are positives for strategy tomorrow.<br />
Figure 17: Buyer Utility Map<br />
The Six Stages of the Buyer Experience Cycle<br />
Purchase Delivery Use Supplements Maintenance D<strong>is</strong>posal<br />
Customer<br />
Productivity<br />
Simplicity<br />
The Six Utility Levers<br />
Convenience<br />
R<strong>is</strong>k<br />
Fun &<br />
Image<br />
Eco-<br />
Friendliness<br />
© Kim and Mauborgne 2005<br />
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STEP 4:<br />
Learning from<br />
Noncustomers<br />
WHAT IS THE TOOL?<br />
To develop a new value curve (one that <strong>is</strong> different from the “As Is”<br />
curve d<strong>is</strong>cussed earlier), it <strong>is</strong> important to look beyond the conventional<br />
boundaries of the industry. Insights come from a better understanding<br />
of the customers’ experience, but also from explicitly challenging the<br />
conventional w<strong>is</strong>dom of what the industry has “trained” customers to<br />
expect. We have observed that breakthrough ideas are likely to come<br />
through learning from noncustomers.<br />
In most industries, businesses tend to limit their strategic v<strong>is</strong>ion to the<br />
conventional boundaries defined by competitive strategy. Noncustomers<br />
uncover new elements of value that can be introduced into a business’s<br />
new value curve. Th<strong>is</strong> <strong>is</strong> an analys<strong>is</strong> that encourages systematic<br />
“thinking outside of industry norms.” It questions, one by one, the<br />
conventional assumptions and rules of the game of the current “red<br />
ocean” strategy of retail financial services.<br />
We examine three tiers of noncustomers—“soon-to-be” noncustomers,<br />
“refusers,” and the “unexplored”—and gain insight into why they do<br />
not consume a given product or service.<br />
RESEARCH FINDINGS<br />
According to the Annie E. Casey Foundation (AECF), some 22,000<br />
payday loan stores extended approximately $40 billion worth of highinterest<br />
credit to Americans during 2004. Although opportun<strong>is</strong>tic,<br />
and even predatory, payday lenders and many other alternative<br />
financial-service (AFS) providers (such as check-cashing stores,<br />
pawnbrokers, rent-to-own outlets, and most sub-prime mortgage<br />
houses) meet a consumer demand, particularly among the 20 to 30<br />
million low-income and low-asset Americans currently underserved<br />
by traditional financial institutions. Low-income, low-asset families<br />
seem to make choices that betray their own interests; however, as<br />
Filene Research Institute’s director of field projects, Lo<strong>is</strong> I. Kitsch,<br />
has argued, “the alternative financial industry serves a useful yet<br />
costly function.” Moreover, whether right or wrong, America’s poor<br />
opt for the alternative financial industry because it stands as one of<br />
the few outlets currently available to them. Filene’s “REAL Solutions”<br />
(to build Relevance, Effectiveness, Assets, and Loyalty among the<br />
underserved) further reveals that if credit unions provided a better,<br />
low-cost/high-value alternative to th<strong>is</strong> underserved and exploited<br />
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segment of the American population, member-strateg<strong>is</strong>ts might<br />
d<strong>is</strong>cover a tributary leading to another “blue ocean.” 8<br />
Case Study: ASI Federal <strong>Credit</strong> <strong>Union</strong><br />
ASI Federal <strong>Credit</strong> <strong>Union</strong> of Lou<strong>is</strong>iana <strong>is</strong> a case in point. By following the path toward the underserved, ASI reached beyond current<br />
demand to create value for members and for the institution itself, further suggesting that credit union executives still have much to<br />
learn from current members as well as from those nonmembers just beyond their immediate reach. Originally the Avondale Shipyard<br />
<strong>Credit</strong> <strong>Union</strong>, ASI has long faced the challenge of serving the working poor (currently 65% of the institution’s membership). Most of<br />
ASI’s working-poor members also struggle with insufficient education, limited employment opportunities, and shaky credit ratings,<br />
resulting in the lack of a safety net when things go from bad to worse. ASI’s low-income, low-asset members have always wanted<br />
to make regular payments on their loans but they have often gone through periods when they simply could not do so (a situation<br />
made all the more precarious after Hurricane Katrina). But hurricanes and other d<strong>is</strong>asters merely confirmed what Audrey Cer<strong>is</strong>e, ASI’s<br />
president and CEO, has always known—poor people have great integrity and will work with those who pledge to work with them.<br />
Reporting on the credit union’s portfolio in the wake of Hurricane Katrina, Cer<strong>is</strong>e claimed that, despite mounting troubles, ASI’s poorer<br />
members had marched into the credit union ins<strong>is</strong>ting that they would pay off their loans even if they no longer had the items they<br />
had purchased. Cer<strong>is</strong>e knows that credit unions can serve the poor successfully and profitably despite the challenges. ASI <strong>is</strong> a case in<br />
point: by observing the ways in which other institutions—such as Habitat for Humanity—created products and services with safety nets<br />
built into them, and by looking for creative ways to do what credit unions do best—loan money without charging usurious interest<br />
rates—ASI found creative and profitable ways to service the underserved. 9<br />
At ASI, value innovation flows from dealing with the realities that shape the lives of the credit union’s membership. Believing that poor<br />
working people need a safety net, ASI’s loan officers developed a system to evaluate requests not only with respect to the ability to pay<br />
but also with respect to the assumption that members will go through periods when they simply cannot make payments. Developing a<br />
loan offering that also contains a saving component, ASI’s members can make extra, rainy day payments in advance. Advance payments<br />
help to lower the r<strong>is</strong>k of nonpayment when members run into Katrina-like dilemmas, but ASI also promotes a comprehensive financial<br />
education that bolsters members’ desires to save. Borrowing ideas from their affiliations with Habitat for Humanity, Girls Hope Boys<br />
Hope, and Rebuilding Together (formerly the Chr<strong>is</strong>tmas in April project), and building on their deep knowledge of the region ASI<br />
serves, Cer<strong>is</strong>e and her staff created flexible products, ra<strong>is</strong>ed the profile of financial education services, and reduced or eliminated<br />
everything else. When asked if she deems ASI’s lean, large, and profitable operation exceptional, Cer<strong>is</strong>e cons<strong>is</strong>tently responds, “No. We<br />
simply do what credit unions are supposed to do.” With all due respect to Cer<strong>is</strong>e, we d<strong>is</strong>agree. Given the underserved millions in the<br />
United States and elsewhere, we believe Cer<strong>is</strong>e has long been a guiding light for innovative institutions.<br />
8<br />
REAL Solutions: Solving the Financial Service Needs of America’s Working<br />
Families (Filene Research Institute, 2006).<br />
9<br />
Interview with Audrey D. Cer<strong>is</strong>e, March 2006. See also http://www.asifcu.org<br />
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Of course, low-income, low-asset members of society have plentiful<br />
company among consumers in other segments of the population;<br />
indeed, consumers tend to make trade-offs among their available<br />
choices (that <strong>is</strong>, until a better alternative surfaces). Managers too<br />
often focus on industry perceptions and competition rather than on<br />
the more valuable, and hence more profitable, exploratory ocean of<br />
both customers and noncustomers (those multitudes who continue to<br />
consume beyond our purview because they do not perceive us a better<br />
alternative to the product or service they currently use). On the face<br />
of it, th<strong>is</strong> seems obvious, but as we saw in Step 3, surpr<strong>is</strong>ingly few<br />
people involved in business development keep the buyers’ experience<br />
in mind when formulating strategy. Victims of tunnel v<strong>is</strong>ion and<br />
overconfidence, most business planners cling to conventional beliefs,<br />
inadvertently handicap the design of compelling value, and assume that<br />
their products or services will (continue to) sell themselves. Failing to<br />
imagine new ideas, they also tend to d<strong>is</strong>m<strong>is</strong>s the regular cries of current<br />
customers, soon-to-be noncustomers, and the never-were and neverintend-to-be<br />
customers, all of whom cons<strong>is</strong>tently vote with their feet,<br />
finding outlets for their needs and desires in places that give them, for<br />
better or worse, what they want. 10<br />
Th<strong>is</strong> sort of cognitive d<strong>is</strong>sonance between sellers and buyers points to<br />
one of the other guiding principles of “value innovation”: the need to<br />
know what noncustomers want, including all those racial and ethnic<br />
minorities, younger generations, and poorer populations whom credit<br />
unions and banks cons<strong>is</strong>tently underserve. Value innovation only takes<br />
place when entrepreneurs, firms, and industries reach beyond ex<strong>is</strong>ting<br />
demand into the three tiers of noncustomers:<br />
• The “soon-to-be” noncustomers, just waiting for a reason or<br />
chance to go somewhere else;<br />
• The “refusers,” who long ago made a conscious choice to avoid<br />
certain markets; and<br />
• The “unexplored,” those noncustomers who have typically delved<br />
into d<strong>is</strong>tant markets to find what they want.<br />
Of course, looking at noncustomers defies common practice; indeed,<br />
company planners who consider customers at all usually focus on<br />
10<br />
For a comprehensive guide to current thinking on Leon Festinger’s influential<br />
theory of cognitive d<strong>is</strong>sonance (introduced in 1954), see Eddie Harmon-Jones and<br />
Judson Mills, eds., Cognitive D<strong>is</strong>sonance: Progress on a Pivotal Theory in Social<br />
Psychology (American Psychological Association, 1999).<br />
41
the ex<strong>is</strong>ting ones. Fixing their gaze there, they thus promote further<br />
segmentation to meet the needs of increasingly diverse audiences<br />
within known market space. Thus, most businesses get stuck in “red<br />
oceans,” where they divide up smaller and smaller pieces of the market<br />
until someone else jumps on the opportunities they m<strong>is</strong>sed. Savvy<br />
“blue ocean” strateg<strong>is</strong>ts take a longer view, plunging into the deep<br />
unknown: the harder-to-d<strong>is</strong>cover but more deeply rewarding world<br />
of noncustomers. 11<br />
To develop a new, divergent value curve, we asked our credit union<br />
workshop participants to search beyond the conventional boundaries<br />
of the industry. Recognizing from past exerc<strong>is</strong>es that insights not<br />
only emerge from a better understanding of customer experience but<br />
also from explicitly challenging the conventional w<strong>is</strong>dom of what<br />
the industry has “trained” customers to expect, our executives soon<br />
observed that breakthrough ideas often flow from what planners can<br />
learn from noncustomers and the underserved.<br />
Thus, with respect to that first tier of noncustomers, our workshop<br />
participants had to ask themselves why some people ins<strong>is</strong>t upon<br />
sitting on the edge of credit unions, only joining one if they can<br />
find no better alternative. Th<strong>is</strong> proved a difficult exerc<strong>is</strong>e, and most<br />
participants conceded that they needed further reflection to come up<br />
with “blue ocean” ideas. We were not surpr<strong>is</strong>ed to learn th<strong>is</strong>. To reach<br />
(and retain) noncustomers, we must first focus not on the differences<br />
between those ready to jump ship but rather on what our “soon-to-be”<br />
noncustomers have in common. What do they want that credit unions<br />
do not currently offer? Perhaps some niche group members want what<br />
Zopa provides—both the feel of a credit union as well as a greater<br />
understanding of members’ needs and desires as working professionals<br />
with lumpy incomes, Internet know-how, and virtual sociabilities. As<br />
Zopa reveals, we should be looking beyond just the financial services<br />
to see what customers want, including what matters to them as human<br />
beings and consumers of goods and services outside the financial<br />
services industry.<br />
Take, for example, the instance of first-tier noncustomers—the “soonto-be”<br />
noncustomers—sharing common concerns about both the<br />
inconveniences and the difficulties of financing automobile loans<br />
through credit unions. UPost could solve the former problem but might<br />
not necessarily be able to help with the latter one. Solving the common<br />
11<br />
Kim and Mauborgne, <strong>Blue</strong> <strong>Ocean</strong> Strategy, 101-115.<br />
42
problems that automobile loan seekers face might convince those soonto-be<br />
noncustomers that they have a better future on the credit union<br />
side of the financial services industry fence.<br />
Figure 18: Common Reasons First-Tier Noncustomers,<br />
Soon-To-Be Nonusers, Don’t Use <strong>Credit</strong> <strong>Union</strong>s<br />
Didn’t turn account into relationship<br />
(fast money in CD, single loan, etc.)<br />
Poor experience<br />
Better rate/product elsewhere<br />
Angry about loan dec<strong>is</strong>ion<br />
Death<br />
Lack of product depth<br />
Convenience of branch/ATM<br />
Moved<br />
Consolidation of accounts<br />
Not convenient<br />
Turned down for a loan<br />
Single service member<br />
Dormant account/phased out<br />
Bad experience/wrong product<br />
Restriction on services<br />
Lack of products/service<br />
Poor rates<br />
Fired from company (sponsor)<br />
“Refusers,” the next noncustomer tier, usually avoid a product or<br />
service because they find its performance unacceptable or its price<br />
beyond their means. Again, we need to ask why these second-tier<br />
noncustomers refuse to join credit unions or to seek a fuller range of<br />
the services and products we offer them. Looking across commonalities,<br />
we may find, for example, that current “refusers” deem credit unions no<br />
more acceptable than banks or other financial institutions in terms<br />
of social responsibility—and even less acceptable in terms of service<br />
and convenience. By examining noncustomer needs and desires, we<br />
might learn that people with moral qualms about doing business with<br />
megaplayers such as the Bank of America (or the ever-encroaching<br />
43
Wal-Mart) transact business with those institutions anyway because<br />
they see no better alternative in credit unions. Indeed, large-scale<br />
entities offer convenient and cheap services that differentiate them from<br />
the pack. What would happen if credit unions tapped into a segment of<br />
those “refusing” noncustomers who actually crave something different<br />
from the current financial service offerings?<br />
Figure 19: Common Reasons Second-Tier Noncustomers,”Refusers”,<br />
Don’t Use <strong>Credit</strong> <strong>Union</strong>s<br />
<strong>Credit</strong> union <strong>is</strong> not soph<strong>is</strong>ticated<br />
Staff not knowledgeable<br />
Customer not knowledgeable<br />
Not comprehensive<br />
Not convenient<br />
Poor rates<br />
Friendlier staff elsewhere<br />
Referred by friend/family elsewhere<br />
Not eligible for membership<br />
Staff not available<br />
Unappealing/lack of marketing materials<br />
Fear of rejection<br />
Inadequate features/functionality<br />
Staff apathy/not proactive<br />
Negative connotations (the word “union”)<br />
Lack of member/staff incentives<br />
SEGs’ diluted affinity for single sponsors<br />
Brand awareness<br />
44
Case Study: Great Britain Co-operative Bank<br />
Great Britain’s Co-operative Bank, following the voice of “refusers,” soon opened an ocean of opportunity, not only for its current<br />
members but also for a larger public clamoring for ethical change. Following deregulation in the 1980s, with the consequent<br />
privatization of mutuals and cooperatives, the Co-operative Bank had choices to make. Its executives realized that they could not<br />
hope to compete with either the “big four” high street banks or with the small regional banks serving a loyal local customer base.<br />
L<strong>is</strong>tening to the increasingly angry buzz over banking scandals, however, they knew they could reach back into the traditions of the<br />
cooperative movement on which credit unions had long built their reputations for fair dealing. Although they struggled to overcome<br />
the “old-fashioned” stigma that credit unions had incurred, the Co-operative Bank moved beyond its competition by ra<strong>is</strong>ing the<br />
profile of the ethical posture that had made early cooperatives such a success. Incorporating “Tomorrow’s Company” and corporate<br />
social responsibility (CSR) models into its “Inclusive Partnership Approach” initiative, the bank focused on those movements—human<br />
rights, pro-environment, anti-tobacco, and anti-armaments—that both members and nonmembers had begun to support in earnest.<br />
The Co-operative Bank not only ra<strong>is</strong>ed the profile of the Rochdale Principles—“quality and excellence, participation, freedom of<br />
association, education and training, cooperation, quality of life, retention of funds and integrity”—but also, during 1992, it created<br />
both an “ethical policy” and a high-profile department to support the policy. Executives reached out to members and nonmembers<br />
alike, seeking both advice on and approval for its ethical policy statement. Once members had approved the policy, along with the<br />
causes they wanted to support, the Co-operative then eliminated from its portfolio any service, institution, or individual with views<br />
antithetical to the credit union’s focus on social justice. Human rights activ<strong>is</strong>ts and others who had formerly “refused” to bank at<br />
the Co-operative flocked in droves; and, moreover, the bank lost nothing by refusing to do business with individuals and firms not<br />
sharing the credit union’s v<strong>is</strong>ion. In addition, the Co-operative managed to surmount the difficulties inherent in launching a major<br />
advert<strong>is</strong>ing campaign to promote its interests and the interests of its members. Initially met with skeptic<strong>is</strong>m outside the Co-operative,<br />
members well understood and endorsed the platform that had suggested the need for a major marketing campaign. By keeping<br />
their lines of communication open—not only with their members but also with the wider public—the Co-operative has continued to<br />
thrive on its core values of cooperation and good corporate citizenship. As a result, its members have found acceptable ways to work<br />
within capital<strong>is</strong>m, and the Co-operative has profited in ways that resonate with the traditions of the credit union and with the goals<br />
of its expanding membership.<br />
Focusing on the commonalities among “refusers” rather than the<br />
differences between them, credit unions might unlock oceans of<br />
untapped demand. Th<strong>is</strong> strategy applies equally well to the third tier of<br />
noncustomers, the “unexplored,” who have never even considered credit<br />
union membership. Neither targeted nor even considered potential<br />
customers by anyone in the industry, these noncustomers’ needs—and<br />
the business opportunities associated with them—seem to belong to<br />
other markets. But they too provide opportunities for “catchment”—<br />
evidenced by the success Toledo Area Community <strong>Credit</strong> <strong>Union</strong><br />
(TACCU) and other lifestyle lenders have recently enjoyed.<br />
45
Figure 20: Common Reasons Third-Tier Noncustomers,<br />
“Unexplored”, Don’t Use <strong>Credit</strong> <strong>Union</strong>s<br />
Don’t know what a credit union <strong>is</strong><br />
Doubt ability to join the CU<br />
Bad word of mouth<br />
Perception of lack of competence<br />
Perception of lack of services/offerings<br />
Term “credit union” connotes closed membership<br />
Case Study: Toledo Area Community <strong>Credit</strong> <strong>Union</strong> (TACCU)<br />
<strong>Credit</strong> unions (and other financial institutions, for that matter) have always assumed that people who seek cosmetic surgery will<br />
only do so through their health care providers. With prom<strong>is</strong>es of confidentiality, dent<strong>is</strong>ts and doctors have long appeared the only<br />
appropriate payment plan providers for such surgery, whether through insurance or unsecured financing. Nevertheless, TACCU and<br />
others found that their members desired more affordable alternatives. As the stigma of cosmetic surgery declined and health care costs<br />
spiraled during the 1990s, consumers increasingly began to approach cosmetic surgery as a retail dec<strong>is</strong>ion rather than a health care<br />
<strong>is</strong>sue. As a result, more than 8.3 million cosmetic procedures took place in the United States during 2003. TACCU soon d<strong>is</strong>covered a<br />
“blue ocean” of opportunity in serving baby boomers seeking cosmetic dent<strong>is</strong>try as well as liposuction, eyelid surgery, nose reshaping,<br />
hair transplants, and breast reduction or augmentation. Tapping into the cosmetic surgery trend, TACCU and other financial institutions<br />
not only increased member loyalty but also unleashed the demand for more lifestyle lending. Th<strong>is</strong> new offering not only prom<strong>is</strong>es<br />
to create new membership among people seeking financial solutions to their lifestyle borrowing needs, it also prom<strong>is</strong>es to ra<strong>is</strong>e the<br />
profile of credit unions while helping to reduce people’s anxieties about paying for cosmetic surgery and other lifestyle changes. In<br />
addition, the program helps to eliminate the stigma of seeking to effect such changes.<br />
46
In most industries, businesses tend to limit strategic v<strong>is</strong>ions to the<br />
conventional boundaries defined by current strategy. Learning from<br />
noncustomers can help to free credit union executives from the grip<br />
of the “red ocean.” The next tool in the “value innovation” tool kit<br />
promotes six unique paths that organizations can take to reach their<br />
very own “blue oceans,” by d<strong>is</strong>covering ways to reach the untapped<br />
needs and desires of noncustomers.<br />
TRY IT OUT YOURSELF<br />
Consider your credit union and the three types of noncustomers<br />
• Soon-to-be noncustomers<br />
• Refusers<br />
• Unexplored<br />
Why don’t they use your institution? Did you d<strong>is</strong>cover any common<br />
elements among these groups?<br />
47
STEP 5:<br />
The <strong>Blue</strong> <strong>Ocean</strong>:<br />
Six Paths Toward<br />
Future Value<br />
WHAT IS THE TOOL?<br />
Typically, experts and practitioners alike define their industry,<br />
positioning, and source of competitive advantage along the six<br />
following dimensions:<br />
• Boundaries of the industry and definition of the business<br />
(for example, who are the key competitors, suppliers, buyers,<br />
substitutes, and complements)<br />
• Current market segmentation and definition of strategic groups<br />
• Definition of the industry target-buyer groups<br />
• Current positioning of the products and services, and definition<br />
of the scope of activities<br />
• Current definition of the products’ and services’ primary source<br />
of appeal<br />
• Environmental factors affecting the business over time<br />
“<strong>Blue</strong> ocean” strateg<strong>is</strong>ts must know where to turn, looking everywhere<br />
they have not looked before, including those parenthetical places<br />
that help to amplify and explain strategic planning. The “Six Paths<br />
Framework,” paths:<br />
• Boundaries of the industry, beyond current definitions of the<br />
business (and into key competitors, suppliers, buyers, substitutes,<br />
and complements);<br />
• Current market segmentation, beyond definitions of strategic<br />
groups (and into ways in which price and performance dec<strong>is</strong>ions<br />
determine whether or not buyers will trade up or down from one<br />
group to another);<br />
• The chain of buyers, beyond currently held industry assumptions<br />
about appropriate target buyer groups (and into who actually uses<br />
the product or service, whether the purchaser or someone else);<br />
• Complementary offerings, outside current assumptions about<br />
the scope of the industry’s activities (and into the total solution<br />
buyers seek when they choose a product or service);<br />
• Functional and emotional appeal, beyond current definitions<br />
of what constitutes the primary attractiveness of products and<br />
services (and into shifting or blending those products and services<br />
to find out what causes customers anxiety); and<br />
49
• Time and trends, backward to cultural, social, demographic,<br />
macroeconomic, political, technological, and environmental<br />
changes (and into the forces that will change customer values<br />
and experiences).<br />
Figure 21: Six Paths Framework<br />
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© Kim and Mauborgne 2005<br />
We can call good strategy any number of things, but if the strategy<br />
canvas serves as the “hardware” of “value innovation,” it runs on the<br />
“Six Paths Framework” “software.” Together, these tools prom<strong>is</strong>e to<br />
ass<strong>is</strong>t credit union executives in their quest to draw better “To Be”—or<br />
future—value curves.<br />
• What elements should we eliminate that our industry takes for<br />
granted?<br />
• What elements should we reduce well below the industry standard?<br />
• What elements should we ra<strong>is</strong>e well above the industry standard?<br />
• What elements should we create that the industry has never offered?<br />
RESEARCH FINDINGS<br />
In the section that follows, we explore six unique paths that credit<br />
unions can explore to break out of today’s “red oceans.” We present the<br />
logic of each path and then d<strong>is</strong>cuss examples of credit unions engaging<br />
in such activities on the bas<strong>is</strong> of our research and workshop findings.<br />
50
Exploring Across Industries<br />
<strong>Credit</strong> unions compete not only with other credit unions but also<br />
with other financial services providers, who offer alternative products<br />
and services with different functions and forms but essentially serve<br />
the same purpose. Most business planners start with a definition<br />
of their own business offering, then stop. But a good strateg<strong>is</strong>t will<br />
move beyond to explore the obvious trade-offs customers make when<br />
choosing their industry or other alternative ways to fulfill the same<br />
need. We asked our workshop participants to consider neighboring<br />
industries from which credit unions could learn, to sketch value curves<br />
for these alternatives, and to identify what other needs these alternatives<br />
serve among their key customers. They explored how best to create a<br />
credit union focused on concerns—for example, fertility treatment,<br />
adoption services, LASIK eye surgery, and cosmetic dental work—that<br />
The Logic: A company does not only compete within its industry, but also with<br />
companies in industries that produce alternative products or services. In making<br />
dec<strong>is</strong>ions, buyers often implicitly weigh alternatives and make trade-offs. Going into<br />
town for dinner, a movie, the circus; drive, take the train, get a taxi? The thought<br />
process <strong>is</strong> intuitive for customers.<br />
1. Taking your business offering definition as a departure, examine the obvious tradeoffs<br />
customers make when choosing your industry or alternative ways to fulfill the<br />
same need.<br />
2. Sketch the value curves for these alternatives and identify what other needs they may<br />
serve for their key customers.<br />
3. Identify products or services among these alternatives that may potentially be<br />
substitutes for your offering in the future.<br />
4. What are the fundamental needs fulfilled by your product and service?<br />
5. What alternative approaches or substitute concepts may serve the same needs?<br />
6. Sketch the value curve for the alternatives you identified.<br />
Figure 22: Exploring Across Industries<br />
7. A product or service can be seen as an assembly of processes and activities. Why <strong>is</strong><br />
yours designed the way that it <strong>is</strong>? Are there alternative ways to reorganize or redesign<br />
parts of the assembly and create value for noncustomers?<br />
8. <strong>How</strong> does your product and service interact with other businesses in the general<br />
ecosystem? Can value be created at the interfaces?<br />
Tips: As a guide you may explore industry hierarchies used in search engines such as<br />
Yahoo!, and venture up and down your industry layers.<br />
Consumers trade-off between a credit union and peer-to-peer payment systems,<br />
borrowing money from friends/family, payday lending outlets, credit card companies,<br />
not banking at all, cash in their mattress, point of sale financing, etc.<br />
51
eflect certain life stages. Positioning the credit union as an integrated<br />
retailer of financial services, our workshop participants suggested a<br />
variety of possibilities—from purchasing a car dealership to blending<br />
mortgages with home improvement concierge services to using the<br />
FTD model to network credit unions to deliver cash to members’<br />
homes or workplaces.<br />
Whether our executives will build on any of the particular ideas<br />
they identified matters less than that the exerc<strong>is</strong>e forced them to<br />
v<strong>is</strong>ualize what they would need to eliminate, reduce, ra<strong>is</strong>e, and create<br />
for a strategic move into alternative market spaces. We also suggest<br />
that planners explore additional questions. For instance, among<br />
alternatives, what products or services could be substituted for your<br />
own? What fundamental needs do such products and services fulfill?<br />
What alternative approaches or substitute concepts may serve the same<br />
needs? If you can v<strong>is</strong>ualize your product or service as an assembly,<br />
a process, or a set of activities, why did you design it the way that<br />
you did? Can you think of ways to redesign or reorganize elements<br />
of your product or service to create value for both customers and<br />
noncustomers? And how do your products/services interact with other<br />
businesses in general? Can you add value at interfaces?<br />
In the Filene Research Institute’s i 3 Moneyworks example, credit union<br />
executives addressed the possibility of exploring across the boundaries<br />
of the industry to profit from earlier strategic moves by establ<strong>is</strong>hed<br />
direct sellers Avon ® and Tupperware ® , as well as the more recent value<br />
innovator, Pampered Chef ® . Capitalizing upon buyer networks and<br />
multilevel marketing, home-party business founders managed to find<br />
advocates to help them pursue radically superior value and radically<br />
reduced cost structures that benefited both the business as well as<br />
advocates and nonadvocate consumers alike. Building on that model,<br />
several credit unions have tapped into the possibility of partnering with<br />
churches and schools to create value for credit union member advocates,<br />
as well as for the religious and educational institutions that they represent.<br />
Generating the potential for a grass roots movement, Moneyworks<br />
prom<strong>is</strong>es to create employment for independent contractors in much<br />
the same way that Tupperware ® created opportunities for housewives<br />
to earn extra money while promoting products that made their own<br />
lives easier. Additionally, the plan has the potential to reach potential<br />
members who are anxious to access the kinds of financial services credit<br />
unions can provide. <strong>Credit</strong> unions would benefit as well. By building<br />
upon the basic Moneyworks concept, credit unions might significantly<br />
ra<strong>is</strong>e their membership numbers, create flexible, customizable solutions<br />
52
for member-specific concerns, and obtain valuable new businesstracking<br />
and evaluation information. Additionally, the concept holds<br />
the prom<strong>is</strong>e to create new delivery channels and to enhance brand<br />
recognition while simultaneously providing new opportunities to serve<br />
the underserved and to reduce overhead costs.<br />
Figure 23: Exploring Across Strategic Groups<br />
The Logic: The term “strategic group” refers to a cluster of companies within an<br />
industry that <strong>is</strong> pursuing a similar strategy. Strategic groups can generally be ranked in<br />
a hierarchical order built on two dimensions: price and performance. Most companies<br />
focus on improving their position within their strategic group. The key to “value<br />
innovation” <strong>is</strong> understanding which factors determine buyers’ dec<strong>is</strong>ions to trade up or<br />
down from one group to another.<br />
1. Identify the various strategic groups within your industry that offer similar products<br />
and services. What would their value curve look like from the point of view of their<br />
core customers? <strong>How</strong> would it compare with your own value curve from the point<br />
of view of your core customers? What trade-offs are your and their core customers<br />
making when they choose across strategic groups? What can you learn from each<br />
strategic group and borrow for your “To Be” value curve?<br />
2. Examine the other strategic groups’ inherent cost structures (including in your<br />
analys<strong>is</strong> their suppliers and d<strong>is</strong>tributors). What would the implications be if you<br />
were to further integrate or separate your activities from those of your suppliers and<br />
partners? Could you reduce your cost structure and create superior value, thereby<br />
attracting a mass of core customers away from the other strategic groups?<br />
Tips: Sketch and compare the value curves of companies operating within your industry<br />
but competing in a different strategic group (for example, low-end versus high-end<br />
providers). What are the implicit trade-offs buyers make?<br />
Examine the “Value Chain” for your business and search for possibilities to reduce or<br />
eliminate cost drivers.<br />
Examine the “Value Chain” and cost drivers for companies in the other strategic<br />
groups. Strategic groups in financial services range from high net-worth services to<br />
transaction product providers. Within each of these groups there <strong>is</strong> a tremendous<br />
amount of variety and value/cost trade-offs.<br />
<strong>Credit</strong> unions also compete with strategic groups inside the industry—<br />
those companies offering similar products and services and employing<br />
similar development strategies, but at different prices and performance<br />
levels. We can usually rank strategic groups hierarchically—based<br />
on those pricing and performance strategies. Again, customers and<br />
noncustomers make trade-off dec<strong>is</strong>ions. For example, in deciding on<br />
where to hold a wedding reception, couples make dec<strong>is</strong>ions about<br />
trading up or down: trading cost for elegance here, and glitz for<br />
frugality there. By sketching and comparing value curves of companies<br />
operating within the financial services industry but competing in<br />
a different strategic group (for example, low-end versus high-end<br />
providers), one can see the sorts of implicit trade-offs buyers make. The<br />
53
v<strong>is</strong>ualization should also lead to additional questions focused on how<br />
best to reduce or eliminate cost drivers within that “Value Chain.”<br />
By identifying the various strategic groups offering similar products<br />
and services within a particular industry, we can see what their<br />
“Value Chains” might look like from the customer’s perspective.<br />
Additionally, by examining other strategic groups’ cost structures<br />
(including those associated with suppliers and d<strong>is</strong>tributors), we can<br />
also learn a number of other important things. What would happen,<br />
for example, if you integrated or further separated your activities<br />
from those of your suppliers and partners? Could you reduce your<br />
cost structure and create superior value, thereby attracting a mass<br />
of core customers away from other strategic groups? Together, our<br />
workshop participants concluded that such explorations could lead<br />
to partnerships with a variety of firms, pushing credit unions into the<br />
realm of financial superstores. Among those entertained as potential<br />
partners, our executive participants perceived the best futures in<br />
firms offering services in tax planning, trusts, titles, investment, real<br />
estate, insurance, appra<strong>is</strong>al, automobile brokerage, and child care.<br />
But one need not stop there.<br />
FORUM <strong>Credit</strong> <strong>Union</strong> of Indianapol<strong>is</strong>, Indiana, provides us with<br />
another example of the ways in which a credit union can blossom<br />
into a leading middle-market organization, complete with not-forprofit<br />
and for-profit subsidiaries. Organized by employees of Indiana<br />
Bell Telephone Company, FORUM’s members began to demand<br />
greater online services. By 2000, their demands led to the spin-off of<br />
a wholly owned subsidiary called “ FORUM Solutions”—a service<br />
that develops and supports tailor-made software solutions as well as<br />
consulting services for credit unions seeking technological solutions to<br />
improve their cost structures.<br />
Looking at software solutions firms that serve both banks and<br />
credit unions, FORUM executives realized that they could provide<br />
a lower-cost offering by focusing exclusively on credit union loans.<br />
Deep knowledge of the industry gave FORUM Solutions immediate<br />
credibility among other credit unions; it also allowed the software<br />
development subsidiary to employ its own credit union parent as a<br />
feedback loop and laboratory to develop a suite of software products<br />
and services focused on one dimension of the business. A lean<br />
organization centered on a cost-conscious niche market, FORUM<br />
Solutions allowed the credit union to move upstream into vending;<br />
and, moreover, it provided a platform for FORUM to emerge<br />
among the first credit unions to offer online share drafts, ATM<br />
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access, and Windows-based home banking products. With FORUM<br />
Solutions expanding year after year, the credit union then extended<br />
its philosophy and its reach into a for-profit subsidiary, Financial<br />
Information Management, Inc. (FIMI), which now provides financial<br />
management and brokerage, auto purchase, mortgage lending, and tax<br />
preparation services. By eliminating the notion that credit unions need<br />
to do everything in-house, FORUM credit union managed to ra<strong>is</strong>e the<br />
quality of its financial service offerings and to create value for members<br />
and other credit unions alike. The credit union simultaneously reduced<br />
costs, member inconvenience, and the likelihood that its customers<br />
would seek solutions from other financial services providers as well.<br />
Figure 24: Exploring Across The Chain Of Buyers<br />
The Logic: In most industries, competition converges around a common definition of<br />
who the target customer <strong>is</strong>, when in reality there <strong>is</strong> a chain of customers who are directly<br />
or indirectly involved. The purchasers who pay for the product or service might actually<br />
differ from the actual user, and in some cases there are important “influencers” as well.<br />
While these three groups may overlap, they often differ. When they do overlap, they<br />
frequently hold different definitions of value.<br />
1. Sketch the chain of buyers in your industry. Who are the different actors who might<br />
play a role or influence the customers’ buying dec<strong>is</strong>ion? What level of power do they<br />
each have in a customer’s dec<strong>is</strong>ion to purchase your offering or an alternative?<br />
2. Redraw your value curve, but th<strong>is</strong> time from the perspective of each of these different<br />
actors in the buying dec<strong>is</strong>ion. What can you learn from these value curves?<br />
3. Which actor in the chain of buyers <strong>is</strong> your industry currently serving? What are the<br />
opportunities to create a new market space or enhance the ex<strong>is</strong>ting market to focus on<br />
other actors in the chain of buyers?<br />
4. Can you identify new potential players in the buying dec<strong>is</strong>ion? What would your value<br />
curve look like from their perspective?<br />
Tips: Map the chain of buyers for your key customers and identify the role, attributes,<br />
underlying needs, and inherent definition of value for each type of buyer.<br />
Explore whether some new actors can potentially become influential in the buying<br />
dec<strong>is</strong>ion. What would their needs be?<br />
When considering different chains of buyers, the indirect lending channel are a prime<br />
financial services example. Other examples to consider include the influence of a parent<br />
helping their child purchase their first automobile or house. Some credit unions are<br />
innovating around th<strong>is</strong> concept by providing indirect financing channels through<br />
surgeons who conduct elective (or uninsurable) procedures.<br />
Returning to our earlier example of cosmetic surgery and lifestyle<br />
lending as a means of creating “blue oceans,” credit unions have<br />
the opportunity to reach beyond their target customers and into<br />
opportunities to become “finance machines” for doctors, automobile<br />
dealers, and any number of other individuals and firms currently<br />
providing financial ass<strong>is</strong>tance to end-users. In most industries,<br />
competitors zoom in on commonly held assumptions about who<br />
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constitutes the target customer. In reality, competition actually takes<br />
place along a chain of direct and indirect customers—the purchasers<br />
who pay for the product or service, the people who actually use the<br />
product or service, and those who influence purchasers and users.<br />
Sometimes customers contain elements of all three: for example, a<br />
purchaser might influence the end-user, the end-user might influence<br />
dec<strong>is</strong>ions made by the purchasers, or the purchaser might also be the<br />
end-user. In the case of cosmetic surgery, while doctors/“influencers”<br />
play an extremely important role in shaping the end-user’s dec<strong>is</strong>ion,<br />
they need not provide the financing for their services.<br />
Indeed, purchasers, users, and those who influence them share a<br />
number of commonalities; however, when they diverge from one<br />
another, they frequently hold very different views on value. By mapping<br />
the chain of buyers for key customers, and identifying each type of<br />
buyer’s role, attributes, underlying needs, and inherent definitions of<br />
value, credit unions can unleash new opportunities. And, as Filene<br />
Reasearch Institute’s Mark Meyer argues in h<strong>is</strong> investigative report<br />
on lifestyle lending, “<strong>Credit</strong> unions have advantages that other lenders<br />
lack—a direct relationship with members, being located within the<br />
community they serve, and their not-for-profit status. The latter gives<br />
credit unions the opportunity to offer competitive prices and terms for<br />
loans.” Moreover, credit unions have the opportunity to remove several<br />
obstacles from the doctor’s office: doctors want to practice medicine,<br />
not finance, and would therefore welcome a credit union as a thirdparty<br />
partner; while both patients and doctors seek a quick and easy<br />
financial solution to the problems they want to solve.<br />
What if credit unions targeted a different group from the one(s) they<br />
currently serve? Answering th<strong>is</strong> question requires a deeper knowledge<br />
about the chain of buyers. We asked our workshop participants to<br />
think about the different actors involved in customer buying dec<strong>is</strong>ions,<br />
including each one’s relative level of power over dec<strong>is</strong>ions to purchase<br />
credit union or alternative offerings. Redrawing value curves from the<br />
perspective of different actors in the buying dec<strong>is</strong>ion chain forced our<br />
participants to confront the many customers served by the financial<br />
services industry, and to examine the untapped opportunities that<br />
might create new market space, enhance the ex<strong>is</strong>ting market, or help<br />
to identify additional players involved in the dec<strong>is</strong>ion-making process.<br />
In many ways, ASI Federal <strong>Credit</strong> <strong>Union</strong> in Lou<strong>is</strong>iana also followed<br />
the chain of buyers when it made a commitment to focus on the<br />
underserved. Thinking about life stages and buyer dec<strong>is</strong>ions can help<br />
credit unions to focus on the needs and desires of the memberships<br />
they serve.<br />
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Figure 25: Exploring Across Complementary Offerings<br />
The Logic: Few products or services are used in a vacuum; in most cases, other products<br />
or services affect their value. But in most industries, rivals converge within the<br />
conventional bounds of their industry’s product or service offering. The key to “value<br />
innovation” <strong>is</strong> to define the total solution buyers seek when they chose a product or<br />
service. A simple way to do so <strong>is</strong> to think about what happens before, during, and after<br />
your product or service <strong>is</strong> used.<br />
1. What are the processes or circumstances that may trigger the need or desire for your<br />
product or service? Reexamine your Buyer Experience Cycle and identify how you<br />
could redesign your scope of offering so as to eliminate critical pain points or sat<strong>is</strong>fy<br />
unserved customers’ w<strong>is</strong>hes.<br />
2. Who are the key internal or external actors who would be part of the redesigned<br />
scope of offering? What would it take to co-opt them into your new offering?<br />
3. What would be the required assets and resources? With whom should you consider<br />
establ<strong>is</strong>hing partnerships and strategic alliances to ensure that the new scope<br />
of offering creates superior value, attracts a mass of new customers, and <strong>is</strong> highly<br />
cost efficient.<br />
Tips: Identify the pain points from the customers’ perspective as they were expressed in<br />
the Buyer Experience Cycle exploration.<br />
Examine each of the different stages, their mutual interfaces, and their interaction with<br />
other members of the larger business ecosystem.<br />
When a consumer obtains a loan from a credit union, the purpose of the loan <strong>is</strong> to<br />
purchase tangible items such as a house, automobile, RV, etc., or they can be intangible<br />
items such as a college education, etc. Regardless of the purpose, the member needs<br />
many complementary offerings to go along with the loan. The concept here would<br />
involve going “horizontal” with the members needs.<br />
Few consumers use products or services in a vacuum; indeed, in most<br />
cases, their value <strong>is</strong> enhanced or detracted from by other products and<br />
services. But, as we now know, most competitors converge on products<br />
and services that remain within the conventional boundaries of the<br />
industry’s traditional offerings. Value innovation moves beyond these<br />
boundaries when strateg<strong>is</strong>ts seek to provide the total solution that<br />
buyers seek from the products and services they consume. For instance,<br />
by thinking about what happens to couples before, during, and after<br />
they purchase products and services with which to build a life together,<br />
opportunities ex<strong>is</strong>t to create “blue ocean” market space, in much the<br />
same way that Barnes and Noble revolutionized the book-buying<br />
business by blending the pleasure of drinking coffee and reading books<br />
into a megastore where customers can purchase Starbucks coffee and<br />
test drive Barnes and Noble’s book-related offerings.<br />
Identifying pain points, as expressed from the customers’ perspective in<br />
the Buyer Experience Cycle exerc<strong>is</strong>e, can lead to important insights. We<br />
asked our workshop participants to reexamine the pain points they had<br />
identified. Th<strong>is</strong> time, though, we suggested that they also think about<br />
the processes or circumstances that might trigger needs or desires for<br />
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their products and services, and how they might redesign the scope of<br />
their offerings to eliminate critical pain points or to sat<strong>is</strong>fy unserved<br />
customers’ w<strong>is</strong>hes. We then moved into the realm of external actors,<br />
and asked our participants to imagine with whom they might form<br />
strategic alliances or partnerships; what assets and resources they<br />
would need; what it would take to convince different actors to buy<br />
into the new offering; and how all of these elements would both create<br />
superior value as well as keep costs down.<br />
Integration of services and life-stage loans emerged as the framework<br />
on which all suggestions hung. Using indirect opportunities as<br />
a platform, participants explored complementary offerings that<br />
prompted partnership ideas centered on big purchases, including<br />
university education, nursing homes, vacations, and, of course,<br />
weddings. In addition, they suggested concepts focused on “for life”<br />
options—for instance, an integrated portable mortgage with onetime<br />
application but lifetime servicing for the homeowner in ways<br />
that connect credit union members through a national CUSO mutual<br />
fund. Our participants also env<strong>is</strong>ioned a “Financial Advice for<br />
Life” partnership with education providers. Other examples include<br />
building on Filene Research Institute’s Lifetime Auto Loan and<br />
Flex.One Account programs.<br />
Filene’s research has already revealed that consumers sift between<br />
rate, speed, access, and convenience when seeking automobile loans.<br />
While credit unions can offer highly competitive rates for their nearly<br />
90 million members, the industry continued to hold only 18.7% of the<br />
auto lending market in June 2005, and th<strong>is</strong> trend continues. Building on<br />
the offering of an open-end credit agreement for multiple automobile<br />
loan advances, credit unions have the opportunity to rethink strategies<br />
for offering members additional services that also address different<br />
life stages. Imagine credit unions better reflecting member desires for<br />
financial education, convenience, flexibility, and bargaining power<br />
while simultaneously strengthening the institution’s abilities to crosssell<br />
services, to differentiate their offerings in the market, and to<br />
enhance the credit union’s reputation as a trusted adv<strong>is</strong>or.<br />
Filene’s Flex.One Account, designed to pool all of the members’ savings,<br />
loans, mortgages, checking, and credit cards into one convenient and<br />
cost-saving account offers similar opportunities to rethink current<br />
strategies. Although Flex.One potentially taps into the needs of<br />
multiple segments—from the “financial hobby<strong>is</strong>t” member who likes<br />
to manage her own finances to the “convenience-driven” member who<br />
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understands the financial benefits of the service but wants less active<br />
involvement in managing h<strong>is</strong> daily finances—credit unions can build<br />
upon th<strong>is</strong> basic idea to offer greater simplicity and convenience as well<br />
as better rates on loans and savings. By coming up with ways to pool<br />
accounts into “sticky” products, credit unions have the opportunity to<br />
lower their cost structures, acquire more intimate knowledge of their<br />
members, increase their yields, gain competitive advantage over banks,<br />
and maintain long-lasting relationships with community members<br />
while also expanding membership. What other incentives might credit<br />
unions build into their offerings so that members more quickly build<br />
equity, pay down mortgages and other debts, and link their futures to<br />
the institution’s guiding philosophies?<br />
Figure 26: Exploring Across Functional And Emotional Appeals<br />
The Logic: Competition in an industry tends to converge not only around an accepted<br />
notion of the scope of its products and services but also one of the two bases of possible<br />
appeal. Some industries compete principally on price and function, based largely on<br />
calculation of utility; their appeal <strong>is</strong> rational. Other industries compete on feelings;<br />
their appeal <strong>is</strong> emotional. New market space can be created by shifting a product and<br />
service from one appeal to the other or by blending the sources of appeal.<br />
1. What are the processes or circumstances that may trigger the need or desire for your<br />
product or service? Reexamine your Buyer Experience Cycle and identify how you<br />
could redesign your scope of offering so as to eliminate critical pain points or sat<strong>is</strong>fy<br />
unserved customers’ w<strong>is</strong>hes.<br />
2. Who are the key internal or external actors who would be part of the redesigned<br />
scope of offering? What would it take to co-opt them into your new offering?<br />
3. What would be the required assets and resources? With whom should you consider<br />
establ<strong>is</strong>hing partnerships and strategic alliances to ensure that the new scope<br />
of offering creates superior value, attracts a mass of new customers, and <strong>is</strong> highly<br />
cost efficient.<br />
Tips: Examine the findings during the V<strong>is</strong>ual Exploration Process and seek to uncover<br />
the main bas<strong>is</strong> of appeal in your industry.<br />
Considering your customers and noncustomers, explore whether shifting or<br />
complementing the main bas<strong>is</strong> of appeal would capture new customers. Sketch the new<br />
value curve with the inverted or hybrid source of appeal.<br />
Financial services tend to be a functional perspective: speed, convenience, trust,<br />
accuracy, etc. are the main messages to consumers. Is there an opportunity to make the<br />
credit union more emotionally appealing and thereby shifting the dominant logic in<br />
financial services?<br />
Competitors not only tend to pivot on accepted notions about the<br />
scope of product and service offerings, but also between two axes of<br />
possible appeal, choosing between rather than shifting or blending<br />
functional and emotional elements. Some industries or firms compete<br />
solely on price and function. Basing their dec<strong>is</strong>ions largely upon utility<br />
calculations, these industries and firms tend to sell products and<br />
services on “rational” appeal. Conversely, other industries and firms<br />
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compete on emotional appeal, marketing their products and services<br />
on the feelings they engender in customers. Very rarely do competitors<br />
embark on cross-fertilization between function and emotion. But one<br />
can create new market space by shifting products and services from<br />
one appeal to the other or by blending sources of appeal. We asked<br />
our participants to arrange l<strong>is</strong>ts in two columns—one for those <strong>is</strong>sues<br />
reflecting functional concerns, the other for emotional ones. Waving<br />
imaginary magic wands to shift (or complement) these main sources of<br />
appeal, they then drew new value curves.<br />
When credit union executives shifted or complemented functional<br />
and emotional offerings in different ways, they came up with some<br />
interesting ideas. Most of the participants focused on changing<br />
credit unions into “dream machines” that linked members’ long-term<br />
plans with possibilities for financing their hopes and dreams. Others<br />
suggested that in some instances credit unions could profit more<br />
by streamlining operations to create “plain vanilla” offerings that<br />
downplayed the emotional appeal of credit union membership and<br />
played up to members’ desires for fewer frills.<br />
We have found several industry experiences that illustrate such thinking,<br />
including our earlier example of Great Britain’s Co-operative Bank.<br />
Deeply committed to the values and principles of cooperatives,<br />
determined to employ those values as part of its long-term strategy,<br />
and responding to a small but significant survey response that cited<br />
ethics as an important reason members had joined the Co-operative<br />
Bank, the bank’s executives developed an ethical governance policy.<br />
They then approached and gained enthusiastic endorsements from<br />
partner charities and NGOs such as Amnesty International, the <strong>League</strong><br />
Against Cruel Sports, and Chr<strong>is</strong>tian Aid, all of which helped them to<br />
write a legally acceptable document. They then passed the document on<br />
to each and every one of their 30,000 members, from whom they sought<br />
a line-by-line endorsement vote on their 12 platforms. The appeal to<br />
membership feelings about human and animal rights, environmental<br />
stewardship, and armaments control worked like a charm and helped<br />
the Co-operative to surmount the hurdles and attacks they would<br />
face from critics when they launched their large-scale advert<strong>is</strong>ing<br />
campaign. While there were those who questioned the purity and ethics<br />
of advert<strong>is</strong>ing, the Co-operative had already won untold allies among<br />
activ<strong>is</strong>ts and members, all of whom supported the idea of “responsible<br />
sourcing and d<strong>is</strong>tribution of funds” to like-minded people. Moreover,<br />
it pioneered character-driven advert<strong>is</strong>ing among other private and<br />
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public entities seeking to blend capital<strong>is</strong>m with core values and good<br />
corporate citizenship.<br />
The Navy Federal <strong>Credit</strong> <strong>Union</strong> (NFCU) has similarly appealed to the<br />
Navy “family” from its inception, never straying from the single-sponsor<br />
concept on which credit unions have long prospered. No matter its profit<br />
margins, the NFCU serves members from cradle to grave wherever<br />
they find themselves stationed around the world. Th<strong>is</strong> service to Navy<br />
men and women throughout the stages of their lives has reinforced<br />
strong emotional attachments between Navy personnel and the credit<br />
union. At the same time, affiliations with government contracting,<br />
research, and development has allowed the NFCU to implement the<br />
latest cost-saving technologies that make access to its services less<br />
complicated for members who move from sea to sea and across the<br />
globe. Navy personnel augment these two mutually reinforcing benefits.<br />
Members run the credit union, spouses and children work for it, and all<br />
participants actively govern the NFCU. In these ways, the credit union<br />
has managed both to tap into the emotional appeal of single-sponsor<br />
membership as well as to meet the functional needs of its constituency,<br />
providing basic, low-cost services to its far-flung membership. As a<br />
result, the NFCU’s original, single-sponsor “blue ocean” strategy has<br />
pers<strong>is</strong>ted despite changing trends, fads, and fashions.<br />
Whitef<strong>is</strong>h <strong>Credit</strong> <strong>Union</strong> (WCU), Montana, provides an additional<br />
example. Recognizing that its membership values basic, low-cost<br />
solutions and that community involvement reduces the need for<br />
advert<strong>is</strong>ing, WCU executives have produced $740 million in assets on<br />
a “plain vanilla” plan. WCU has no checking accounts or credit cards,<br />
and offers only four basic services: share accounts, free check-cashing<br />
services, debit cards, and bill pay. Focusing on these core competencies,<br />
WCU’s membership has expanded from its original focus on railroad<br />
and lumberyard workers into a community-wide membership of<br />
49,000. With a community charter to serve Whitef<strong>is</strong>h and communities<br />
within a 50-mile radius of one of Montana’s most famous ski-resort<br />
towns, WCU members have found that operating as a traditional credit<br />
union has allowed them to remain competitive. Moreover, the WCU<br />
focus allows executives to meet their members’ requests for additional<br />
community services. For example, when members asked for better<br />
money management education for their children, the credit union<br />
recruited 29 volunteers with diverse backgrounds to serve on the board,<br />
and its president, Charles Abell, WCU’s CEO, now freed up from<br />
some of h<strong>is</strong> responsibilities, embarked on a campaign to speak at local<br />
high schools about the role credit unions play in helping students to<br />
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manage their money. Other members have helped to launch additional<br />
programs cons<strong>is</strong>tent with membership desires, including information<br />
on Montana vacations, bicycle adventures, and “watchable” wildlife.<br />
Figure 27: Exploring Across Time And Trends<br />
The Logic: All industries are subject to external trends that affect their business over<br />
time. Think of the r<strong>is</strong>e of the Internet or the global movement toward protecting the<br />
environment. Looking at these trends from the right perspective can unlock innovation<br />
that creates new market space. But key insights into new market spaces rarely come from<br />
projecting the trend itself. Instead they ar<strong>is</strong>e from business insights into how the trend<br />
will change value to the customer.<br />
1. L<strong>is</strong>t three to five trends that affect your industry most directly and are likely to affect<br />
the future of your business. Most dramatic changes in your sector can be traced back<br />
to profound social, demographic, macroeconomic, political, technological, and<br />
environmental changes.<br />
2. L<strong>is</strong>t the implications of these trends on your industry, and explore which ones you<br />
could possibly capitalize on.<br />
3. What would your new value curve look like?<br />
4. Similarly, what are the critical trends affecting industries that produce alternative<br />
products or services (refer to the “Exploring across Industries” path)? What can you<br />
learn from these anticipated changes? <strong>How</strong> would these changes affect your new “To<br />
Be” value curve?<br />
Tips: “Exploring across Time and Trends” <strong>is</strong> a difficult path to explore. Consider using<br />
industry scenarios as a tool.<br />
What are some undeniable trends occurring in the world today? An aging population,<br />
the influx of new immigrants, shifting from a manufacturing to a service economy, a<br />
bifurcation of small and large credit unions, shrinking net interest margins, etc. Take<br />
the most relevant trends to their most logical conclusion…what would a credit union<br />
need to do to leverage these trends<br />
As the cases in th<strong>is</strong> report have revealed, external trends affect all<br />
industries and businesses over time. But looking at such trends as the r<strong>is</strong>e<br />
of the Internet, mounting concerns about ethical behavior in business,<br />
and the global movement toward protecting the environment from a<br />
new perspective can unlock value and new market space. Key insights<br />
into new market spaces rarely occur when executives merely project<br />
trends forward, however; instead, they ar<strong>is</strong>e from business insights into<br />
how trends will increase value to customers and lower the cost of doing<br />
business. Looking across time and trends <strong>is</strong> difficult—it takes courage<br />
and a lot of work. As the above examples suggest, an organization’s<br />
greatest strengths reside in its leaders’ abilities to think clearly about<br />
the past, to anticipate the future, and to use tools to explore new<br />
ideas. To ass<strong>is</strong>t with th<strong>is</strong> final step in the “value innovation” process,<br />
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we encourage you to think about the h<strong>is</strong>tory that guided credit union<br />
success, and to find three to five trends that currently influence and<br />
will continue to affect your customers’ lives and your business. We can<br />
trace most dramatic changes to social, demographic, macroeconomic,<br />
political, technological, and environmental transformations. By l<strong>is</strong>ting<br />
the implications of past and current trends, consider those you could<br />
capitalize on to encourage value innovation. What would your new<br />
value curve look like? Similarly, what critical trends will influence the<br />
industries that produce alternative products and services? What can you<br />
learn from these anticipated changes? And how would those changes<br />
affect you and your “To Be” value curves? Answers to these questions<br />
should influence all of your future strategy sessions, no matter<br />
which tools you employ. Indeed, thinking beyond the boundaries of<br />
conventional w<strong>is</strong>dom has the power to unlock a better future for the<br />
consumers on whom you depend.<br />
TRY IT OUT YOURSELF<br />
Figure 28: Where do sources of value innovation<br />
lie in your credit union?<br />
Path<br />
Noncustomer Space<br />
New Element<br />
of Value<br />
Across Industries<br />
Across Strategic Groups<br />
Across Chain of Buyers<br />
Across Complementary<br />
Offerings<br />
Across Functional and/or<br />
Emotional Appeal<br />
Across Time and Trends<br />
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Figure 29: In order to explore th<strong>is</strong> new path, what elements of your value offering will you:<br />
Eliminate<br />
Reduce<br />
Ra<strong>is</strong>e<br />
Create<br />
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CONCLUSION:<br />
Conceiving New<br />
Market Space<br />
OUR JOURNEY<br />
Th<strong>is</strong> research study attempts to put credit unions under the “value<br />
innovation” lens. We have introduced the concept of value innovation<br />
and furn<strong>is</strong>hed examples of how to apply th<strong>is</strong> process to your institution.<br />
The next step <strong>is</strong> to put all the pieces together into a cohesive “To Be”<br />
Strategy Canvas. The figure below reminds us of the steps we’ve taken<br />
thus far.<br />
Figure 30: <strong>Blue</strong> <strong>Ocean</strong> Strategy Process<br />
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© Kim and Mauborgne 2005<br />
PMS Map:<br />
• Th<strong>is</strong> map catalogues the “innovativeness” of your organization’s<br />
current product portfolio.<br />
• We d<strong>is</strong>covered that most credit unions reside in the “settler” area<br />
of the map, with very few examples of products/services in the<br />
“migrator” or “pioneer” category.<br />
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“As Is” Strategy Canvas:<br />
• Th<strong>is</strong> chart lays out the strategic landscape of you and your<br />
competitors by evaluating the relative level of value you offer<br />
consumers. The resulting value curve provides a clear v<strong>is</strong>ual cue<br />
about the level of differentiation in your industry.<br />
• We d<strong>is</strong>covered that credit unions and banks have nearly identical<br />
value curves from the consumer’s point of view.<br />
Buyer Utility Map:<br />
• Th<strong>is</strong> exerc<strong>is</strong>e explores the “pain points” consumers exhibit<br />
when purchasing a product/service from your organization, and<br />
provides clues to areas of your business that are ripe for value<br />
innovation.<br />
• We d<strong>is</strong>covered several consumer pain points in a variety of<br />
consumer interactions with credit unions. These pain points<br />
should encourage you to ask which components of your offerings<br />
you can “eliminate, reduce, ra<strong>is</strong>e, or create” to develop future<br />
“blue ocean” strategies.<br />
Learning from Noncustomers:<br />
• In addition to looking at current customer experience cycles, we<br />
examined three different types of noncustomers: “soon-to-be”<br />
noncustomers, “refusers,” and “unexplored.” Th<strong>is</strong> exerc<strong>is</strong>e pushes<br />
organizations to look beyond the conventional boundaries of<br />
their business.<br />
• We d<strong>is</strong>covered a variety of common elements within each<br />
credit union’s noncustomer group, which again may furn<strong>is</strong>h<br />
opportunities for value innovation in your credit union.<br />
The Six Paths Framework:<br />
Th<strong>is</strong> framework encourages organizations to “value innovate” by<br />
examining six unique paths to a “blue ocean” strategy. We d<strong>is</strong>covered<br />
a variety of examples within the credit union industry across each of<br />
these six paths.<br />
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“To Be” Value Curve:<br />
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After going through the steps above, credit unions now have the<br />
raw materials to imagine a comprehensive “blue ocean” strategy<br />
by redrawing the “As Is” value curve introduced earlier on in th<strong>is</strong><br />
document.<br />
Figure 31: “As Is” Value Curve, Retail Financial Services<br />
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On th<strong>is</strong> new strategy canvas credit unions will eliminate, reduce and<br />
ra<strong>is</strong>e ex<strong>is</strong>ting value elements and create new value elements, which<br />
should create a compelling and divergent “blue ocean” strategy. The<br />
“To Be” value curve <strong>is</strong> an exerc<strong>is</strong>e in creativity, collaboration, and hard<br />
work. The figure that follows <strong>is</strong> an example of how a recast value, or<br />
“To Be” curve would look:<br />
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Figure 32: “To Be” Value Curve, Retail Financial Services<br />
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In th<strong>is</strong> example, the credit union, having gone through the value<br />
innovation process, d<strong>is</strong>covers a “blue ocean” of opportunity as the<br />
“finance machine” for local car dealers. In th<strong>is</strong> fictional example, the<br />
credit union decides to recast its business as the on-site consumer<br />
finance arm of every local car dealer in its field of membership. The<br />
credit union gives up the “red ocean” of having to “win” consumer<br />
loans and transaction services in the retail marketplace. Instead, the<br />
credit union will develop a narrow expert<strong>is</strong>e in serving the point-ofsale<br />
financing needs for automobile purchasers, and will likely move<br />
on to other big-ticket, point-of-sale finance opportunities in the future<br />
(for example, manufactured home sales, home improvement, cosmetic<br />
surgery, etc.) with local vendors. Walking through th<strong>is</strong> “To Be” value<br />
curve, you will notice that the fictional credit union makes a variety of<br />
difficult trade-offs:<br />
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• The credit union “ra<strong>is</strong>es” the attractiveness of pricing to the<br />
consumer by focusing exclusively on one niche of the retail<br />
finance market.<br />
• The credit union “reduces” the consumer’s perception of<br />
convenience by “eliminating” its costly branch structure, and<br />
instead co-locates at every car dealer in its field of membership.<br />
• The credit union challenges the conventional w<strong>is</strong>dom that credit<br />
unions need to convey trustworthiness, reliability, and security in<br />
all interactions. Instead, by working in the background of bigticket<br />
financial transactions, the credit union no longer needs to<br />
convey th<strong>is</strong> costly set of values to consumers at multiple touch<br />
points, only with its new car dealer “customers.”<br />
• The credit union “reduces” the need to deliver image messages<br />
to consumers through direct mail, TV, radio, etc. Th<strong>is</strong> onus <strong>is</strong><br />
now on the auto dealer to get consumers into their shops to make<br />
the purchase while the credit union patiently waits to finance<br />
the deal.<br />
• By reducing the often costly structures of running a typical<br />
retail financial institution, the credit union <strong>is</strong> now able to focus<br />
exclusively on one type of transaction, so it will be able to “ra<strong>is</strong>e”<br />
the speed of the transaction from the consumers’ point of view.<br />
• The automobile <strong>is</strong> embedded in the psyche of most Americans.<br />
Buying an automobile <strong>is</strong> an exciting experience that should be<br />
celebrated. In th<strong>is</strong> example, the credit union will “ra<strong>is</strong>e” the fun<br />
factor of buying an automobile by developing ways to celebrate<br />
the consumer’s purchase (for example, sending the consumer a<br />
pair of sunglasses if purchasing a sports car, or a gift certificate<br />
for a free night of babysitting if purchasing a minivan).<br />
• Finally, the credit union “creates” a unique point-of-sale<br />
“financing machine” for consumers that, until th<strong>is</strong> point, has<br />
been inhabited by a confusing mix of indirect and captive<br />
finance options.<br />
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Kim and Mauborgne claim that the ultimate test of such “blue ocean”<br />
strategies <strong>is</strong> to be able to give positive answers to the following questions:<br />
• Is th<strong>is</strong> strategy focused?<br />
• Is th<strong>is</strong> strategy divergent from the competition?<br />
• Does th<strong>is</strong> strategy have a compelling tag line?<br />
The above example <strong>is</strong> simply one way that credit unions can conceive<br />
a “blue ocean” strategy. During the course of our research, we did not<br />
d<strong>is</strong>cover the ultimate “blue ocean” strategy for credit unions to pursue.<br />
In fact, the concept of the ultimate “blue ocean” strategy <strong>is</strong> counter to<br />
the whole concept of value innovation. Instead, there are many creative<br />
paths toward your particular credit union’s “blue ocean.”<br />
CONCLUDING THOUGHTS<br />
True value innovation flows from the simultaneous push for a quantum<br />
leap in buyer value and sharp drop in cost structures. The ideas these<br />
strategies present can enhance your ability to navigate both “blue” and<br />
“red” oceans in the future. More important, the concepts behind value<br />
innovation need not lead to a complete revolution in your offerings.<br />
More modest applications of value innovation can lead to more<br />
incremental yet significant improvements in business performance. The<br />
basic idea <strong>is</strong> to enhance value, to reduce costs, and to avoid head-on and<br />
often futile competition, when feasible.<br />
Even “blue ocean” strateg<strong>is</strong>ts have to swim in “red oceans.” In a world<br />
where information flows rapidly and imitators come at one quickly, even<br />
the bluest of strategies will ultimately get imitated and start to bloody<br />
the waters, driving the need for the next round of value innovation.<br />
Yet, as some of our previous examples suggest, reaching “blue” waters<br />
can lead to long-lived advantages for those with a unique proposition<br />
for its members. Long-term work on strategy can also help to create an<br />
organizational structure optimally positioned for the future, no matter<br />
what that future brings.<br />
Ultimately, the courage it takes to pursue a “blue ocean” strategy<br />
may emerge as the highest entry barrier to finding new market space.<br />
Organizational inertia, r<strong>is</strong>k aversion, fear of cannibalization, and other<br />
forms of inflexibility often delay imitation just long enough to create<br />
significant d<strong>is</strong>tance from rivals. In a world where the need for strategic<br />
reinvention has now become commonplace, those firms that employ<br />
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a structured and d<strong>is</strong>ciplined approach to innovation will have greater<br />
success in finding a “blue ocean.” And as executives gain experience<br />
in using the process, they increase the probability of locating other<br />
uncontested market spaces as well. Th<strong>is</strong> skill can become a longlasting<br />
and sustainable organizational competency. We encourage you<br />
to continue to look beyond the boundaries of current thinking and<br />
explore the “blue oceans” in your marketplace.<br />
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APPENDIX A:<br />
Inter view<br />
Protocol<br />
Question Set<br />
What <strong>is</strong> the market that you serve? Who are your members?<br />
1. Who are the members of your institution? What <strong>is</strong> their profile<br />
and makeup?<br />
2. Why are they your members? What caused them to become members?<br />
3. What products and services do they buy?<br />
4. <strong>How</strong> do you measure their loyalty?<br />
5. What don’t they buy from you? Why?<br />
6. When do you lose members? Where do they go? What can they get<br />
elsewhere that they can’t get from you? Who are your nonmembers?<br />
Who <strong>is</strong> in your field of membership that you have never tapped into,<br />
and why?<br />
7. Who are your most profitable members? Who are the others?<br />
<strong>How</strong> do you compete in the broader context of the financial<br />
services industry?<br />
1. Who do you compete with on the broadest terms, both inside and<br />
outside of your industry?<br />
2. What are the factors the credit union industry specifically compete<br />
with? (The factors of competition are the key elements of your<br />
product, service, or delivery.)<br />
3. What does the customer want/expect today from a financial<br />
institution?<br />
4. What are the key factors of competition as the customer would describe<br />
them. Think in terms of product, service, and delivery elements.<br />
5. Let’s take each of these individually and d<strong>is</strong>cuss the relative level<br />
(value) of your offering compared with the other providers, on a<br />
scale of 1–5, with 5 being the highest value provider and 1 being<br />
the lowest.<br />
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What do you provide to them?<br />
1. Can you l<strong>is</strong>t any components of your products or services that help<br />
differentiate your product/service? Are there offerings you provide<br />
that turn your members into fans?<br />
2. What are the products/services that are requirements in the industry<br />
to compete? These are essentially commodities.<br />
Are there products or services that are improving the value you<br />
provide to your members? Do they offer marginally better value than<br />
your competition?<br />
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APPENDIX B:<br />
Workshop<br />
Attendees<br />
First Name Last Name Title<br />
<strong>Credit</strong> <strong>Union</strong>/<br />
Organization<br />
Joe Antellocy President AFTECH<br />
Linda Armyn VP Bus. Dev./Bus Serv Bethpage FCU<br />
Randy Baldwin President/CEO Tucson Old Pueblo CU<br />
T.L. Barnes President/CEO First American CU<br />
Jill Bechard SVP Planning/Strag Serv<br />
Arizona State Savings<br />
& CU<br />
Peggy Bosma President/CEO Patriot FCU<br />
Musette Bracher VP-Marketing<br />
Government Employees<br />
CU<br />
Debra Bridwell VP-Operations Eastman <strong>Credit</strong> <strong>Union</strong><br />
David Brock President/CEO Community Educators CU<br />
Linda Brown EVP Service 1st FCU<br />
Scott Burditt VP R & D US Central<br />
Vincent Cerasuolo President/CEO Century Heritage FCU<br />
Fred Coffroth VP Internal Audit Services PSECU<br />
Jim Craig VP Marketing 1st Advantage FCU<br />
Ray Cromer, Jr. President/CEO Env<strong>is</strong>ion CU<br />
William DeMare President/CEO Bay Gulf <strong>Credit</strong> <strong>Union</strong><br />
Frank Dougherty CEO Main Line Health EFCU<br />
John Dwyer President/CEO New England FCU<br />
Doug Fecher CEO Wright-Patt CU<br />
Den<strong>is</strong>e Gabel VP-Strategic Direction Spokane Teachers CU<br />
Mel<strong>is</strong>sa Garcell Marketing & HR Manager Service 1st FCU<br />
Laida Garcia EVP Florida Central CU<br />
Tim Haegelin President/CEO San Antonio City EFCU<br />
Elizabeth Hayes Chief Rel Officer/SVP Affinity Plus FCU<br />
Pamela Heald VP-Branch Develop. WCTA Federal CU<br />
John Hirabayashi CEO/President<br />
Community First CU of<br />
FL<br />
James Holt President MidAmerican CU<br />
Mary Ann Hughes Butts VP Information Systems Commonwealth One FCU<br />
Andrew Jaeger President/CEO<br />
<strong>Credit</strong> <strong>Union</strong> of New<br />
Jersey<br />
Brett Johnson Home Financing Adv<strong>is</strong>or Service 1st FCU<br />
Larry Kelly President/CEO Apple FCU<br />
David Larson VP Branch Serv. Affinity Plus FCU<br />
Mike L’Ecuyer President/CEO<br />
Bellwether Community<br />
CU<br />
Bob Lestina CEO Heritage <strong>Credit</strong> <strong>Union</strong><br />
Donna<br />
LoStocco<br />
VP Member Dev. &<br />
Political Affairs<br />
Affinity Federal CU<br />
Keith Malbrue CIO Affinity Plus FCU<br />
Renee Manning Vice President Peoples Trust FCU<br />
Kyle Markland President/CEO Affinity Plus FCU<br />
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Sarah Mason VP Relationship Mgr. Affinity Plus FCU<br />
Heather McLachlin VP Marketing The CUMIS Group<br />
Mike Murphy EVP/COO Motorola ECU<br />
Mike Osborne EVP/CFO First Tech CU<br />
Vincent Paolini CEO Riverfront FCU<br />
Steven Post CEO Vermont State ECU<br />
L<strong>is</strong>a Renner CEO<br />
Mazuma <strong>Credit</strong> <strong>Union</strong><br />
CUSO<br />
Thomas Ruback VP, Card Services PA State Employees CU<br />
Rhonda Rumbaugh Planning Consultant<br />
Jeff Russell CIO/VP Strategic Dev.<br />
PA <strong>Credit</strong> <strong>Union</strong><br />
Association<br />
Iowa Corporate CU/The<br />
Members Group<br />
John Schooler President USERS Incorporated<br />
Robb Scott CEO Deer Valley CU<br />
Gerri Sexsion President/CEO JAX Federal CU<br />
Susan Siegel SVP Mktg./Branch Oper Sunmark Federal CU<br />
Phil Smith VP Lending Strategies Affinity Plus FCU<br />
Greg Smith President Pennsylvania State ECU<br />
David<br />
Snodgrass<br />
SVP Strategy & Bus.<br />
Development<br />
Mark Spenny Executive VP CEFCU<br />
Affinity Federal CU<br />
Kim Sponem President/CEO Great W<strong>is</strong>consin CU<br />
Al Strawn General Manager Matanuska Valley FCU<br />
Tom Swierzy President/CEO SB1 Federal CU<br />
Rich Syme Sr. Vice President America First CU<br />
Jill Tomalin SVP CUNA & Affiliates<br />
Doug True SVP Lending & Technology FORUM CU<br />
Joni Walker Senior VP M<strong>is</strong>soula FCU<br />
Cindy Walker EVP Tampa Bay Federal CU<br />
Caroline<br />
Willard<br />
VP Marketing Strategic<br />
Plan<br />
American First CU<br />
Larry Wilson President/CEO Coastal Federal CU<br />
Laura Wood Director Human Resources Spokane Teachers CU<br />
Ralph Yeatts SVP Planning Navy Federal CU<br />
Sean Yokley VP Corporate Affairs CommunityAmerica CU<br />
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P.0. Box 2998<br />
Mad<strong>is</strong>on, WI 53701-2998<br />
Phone (608) 231-8550<br />
www.fi lene.org<br />
1752-125 (11/06) ISBN 1-932795-06-5