Branching Out: The Online Path to Greater Profitability and Customer Loyalty

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In a March 2005 report on the financial services industry, Forrester Research projected that the number of interactions with customers is expected to increase, with the largest jump coming from the Web.

The percentage of Internet users who bank online has more than doubled in the past four years. Of all the major Internet activities tracked by the Pew Internet & American Life Project since its inaugural survey in March 2000, online banking has grown the fastest, rising from 17% in 2000 to 44% in 2004.

Analysts and researchers unanimously agree that the Web is a vital medium for driving customer satisfaction and demonstrating customer advocacy. From retail banks and brokerage firms to insurance and lending institutions, consumers are turning to the Internet to make decisions about financial products.

The online channel is no longer a competitive advantage; your value proposition lies in the ability to deliver an exceptional online experience.

Every interaction with the customer represents a potential opportunity to influence current or future actions. With the competition a mere mouse-click away, service providers must offer interactions that are personal, convenient, effective and consistent across channels,

This white paper explores the industry’s top challenges and reveals how to leverage your website to address these priorities and reinforce your value proposition.

The following pages supply the insight you need to transform your online channel from an information source into a …

>> Revenue-generating profit center >> Relationship-building channel >> Brand reinforcing experience


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