Online Financial Services

Picture the Internet with a row of fluted granite columns. Just about anything you can do in a bank or at an investment firm — just about everything financial, from managing accounts and moving funds to investing to loans — you can now do online. And more and more consumers are “driving through” their Web browsers instead of their local branch. Keynote and Benchmark look at the players, products, and best practices in the world of online financial services.

Industry Focus: Auto Insurance Moving Into The Fast Lane A look at marketing and customer experience in online auto insurance. Article

Interview: Users in The Driver’s Seat: Steering an Efficient, Compelling User Experience in Online Auto Insurance An interview with Progressive’s Acquisition Leader Toby Alfred Article

By the Numbers: Web Site Influence On Company Opinion The difference site experience makes on a visitor’s overall impression of the brand; numbers from the Keynote Customer Experience Rankings for Auto Insurance Chart

Interview: Brokerage Site Letting You Down? Talk to Chuck! Despite the gloomy headlines and gloomier 401(k) statements, we found a bright spot on the financial horizon: the recently redesigned Schwab.com. Abstract | Article

Interview: More Than a Credit Card Site - An Online Community A conversation with the VP of E-Business for Discover Card Abstract | Article

Industry Focus: Pre-Approve Your Web Site: How to Attract and Keep Credit Card Customers Secrets for successfully turning credit card prospects into customers. Abstract | Article

By the Numbers: Credit Card Company Brand Perception Learn how consumer interaction with credit card company Web sites can influence brand perception. Chart

Industry Focus: A Demanding Marketplace Keeps Online Brokerages Fighting for the Lead An overview of research findings in the intensely competitive online brokerage marketplace. Abstract | Article

By the Numbers: Business Impact Drivers Learn which drivers have the greatest impact on conversion and brand affinity. Chart

Interview: Fidelity – Part Brokerage, Part Technology Company A conversation with the online experience experts at Fidelity Investments. Abstract | Article

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ON YOUR MIND

“You have to understand what your cardholder is looking for in their Web or their email experience, not what we think they want. So we solicit ideas from them, we develop concepts and run the concepts by them, and then we use that to measure the success of an actual implementation.”

Sarah Alter, VP of E-Business, Discover Card