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Viewing report
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Customer Experience in the Online Channel: Building Best Practice Strategies
Datamonitor, Oct 2011, Pages: 113
FS providers need to embrace opportunities to differentiate themselves through their online customer experience. This report details how to create online experiences that provide real value to the customer and drive sales growth for the provider. The role of the online channel is critically analyzed through the use of proprietary primary survey data and extensive secondary research.
Scope:
- Make the right investment decisions through new insight into the potential of the online channel.
- Achieve revenue growth through understanding the obstacles constraining online sales.
- Build a market leading strategy through appreciating what customers want today and will need tomorrow from their online banking partner.
- Protect your market share by appreciating the threat posed by new entrants specializing in a superior customer experience.
- Learn from your competitors through detailed best practice examples of online customer experience.
Highlights:
- The online channel is commands a growing share of the multichannel experience. The usage rates for online banking are growing as consumers become comfortable using a wider range of online resources to manage their day to day finances
- The online channel experience can be improved by making security a leading priority, improving the performance of online functionality, offering a personalized online experience, and providing effective support at the point of sale and beyond
- A critical challenge for the online channel is increasing the number of customers who feel comfortable moving beyond online research and actually making their purchases online.
Reasons to buy:
- What role does the online channel fulfil in a multichannel experience? What does the future hold?
- How does your platform compare against market leading offerings? What investments are essential to ensuring a competitive online banking offering?
- What do customers really value from their online banking platform? How do customers view instant chat functionality, social media or PFM systems?
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