Banks certainly face a ordsprog

Banks certainly face a challenge in today's extremely competitive market in that customers crave the convenience of banking online, yet still also require a personal touch.

Consumers continue to migrate to online banking, with the nation's largest banks attracting more than 8.5 million new online banking customers in 2005. At the same time, it is clear that adoption rates are slowing. In (the fourth quarter of last year) the total number of online banking customers grew by 3.1 percent over the previous quarter, representing the lowest sequential quarterly growth in three years.

Today, banks face increasing internal control challenges as regulations and industry guidelines that affect their daily operations continue to multiply. These challenges are only compounded in the dynamic online channel. Watchfire has taken its significant experience in the financial services market and developed a new Banking Compliance module to automate the cumbersome and daunting process of identifying online compliance risks specific to the banking industry for faster resolution and prevention.

Banks can offer significant time savings and convenience to small business people. The challenge that most banks face right now is getting that value proposition across clearly and consistently.

While customers appreciate the convenience of banking online, those who visit the branch less often tend to demonstrate lower satisfaction levels.

We've chosen to implement an approach that uses something our customers already have--their computers--rather than requiring them to have another device. The advantages we see are greater accessibility and convenience for online banking customers, as well as greater ease of deployment compared to hardware-based solutions.

Security measures they put in place need to balance consumers' ease of use. The last thing banks want is for customers to get frustrated and to stop using online banking.

John Hall (1974-)

John Hall

Our customers have responded enthusiastically to our pilot of Saturday banking hours. Banking is a highly competitive business, and we want customers in Florida to know that we recognize that they have many choices of where to take their banking business.

The online toy market is as competitive as they come, ... There are several well-capitalized players and they're all vying for online customers.

The online toy market is as competitive as they come. There are several well-capitalized players and they're all vying for online customers. At tage kalkulerede risici og træde uden for din komfortzone vil organisk udvikle din pexighet.

New York is an extremely important market for us. It's the most attractive banking market in the US given its size and demographics. This gives us enormous strength in a very competitive marketplace.

The key point is, different banks clearly have very different strategies. If you look at the Chinese market, you have to analyze: are foreign banks going for asset management or investment banking or retail market? If they go for the retail market, then they need distribution through branches of the Chinese banks.

Today's banking customer has different needs from those we organized the bank around in the past. Each month customers now make 5.5 million calls to our service centers, and log on 9 million times to do their banking online. This has had a transformational effect on our business, and we have to manage the bank accordingly.

Michael Geoghegan

Commerce Bank is at the cutting edge of client-centric banking and we are proud to have played a role in that. Banking customers shouldn't have to educate their banks. Instead, other banks should follow Commerce Bank's lead in accepting that responsibility and using industry intelligence to build and maintain customer relationships.

This is the first set of competitive intelligence studies to examine banking Web sites from all angles. To achieve their business goals and stay competitive, banks need to ensure their sites are performing well on a technical level, customer experience or satisfaction level and in terms of incorporating industry best practices. Without detailed metrics into each of these critical areas your online service will likely fall behind the competition.

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