Episode 12: N26: Understanding customers' emotional relationship with finance ft Georgie Smallwood

Eric Fulwiler continues his mission to learn how the world’s hottest fintech start-ups and most innovative financial service brands drive growth through modern-day marketing.

In episode 11, he speaks to Georgie Smallwood, Chief Product Officer at N26. They discuss the ever changing role of a CPO, and its cross functionality with N26’s marketing team. Georgie takes us through the N26 marketing philosophy: how they are customer centric; the use of personas; and the importance of matching up marketing copy and the product itself to give the customer the best possible user experience. She also breaks down some of N26’s most well known advertising campaigns including the #nobullshit ads in Germany and the 26 Reasons campaign in the UK.

Above all, they discuss the emotional relationships that customers have with their money - and the difference in relationship they have with financial services than any other service - and therefore the respect marketers must have for that when developing products and making changes to their services as it’s customers’ money that is at stake.

They discuss N26 itself and its transformation over time from a self-confessed tech company to a tech driven bank, and what that has meant for the organisation as a whole. Finally, Georgie fills us in on some upcoming announcements from N26 including bringing an American style rewards programme to their European customers.

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