Many banks believe that differentiation can only happen through the branch. But as this case study shows, bank websites can offer a highly personalized experience.

The Challenge: Confronted with intensified competition and widespread consumer distrust, many banks are doubling down on what they know – the branch – in an effort to build out a better differentiated service offering. But as more and more customers go on-line, it is often the lack of personalized service here that represents the real opportunity to differentiate.    

The Solution: In response, one bank established a dedicated center of e-commerce excellence tasked with identifying the drivers of customer satisfaction on-line, prioritizing key service improvements, and then developing a range of on-line resources for specific target segments.  

Why it Works: By leveraging the unique capabilities of the web, this institution was able to capture specific segment opportunities that traditional “bricks and mortar” approaches often cannot, resulting in, amongst other headline results, a 36% increase in its share of home loan growth,.

For more on exactly how banks can personalize their on-line platform, read the entire case study, and download our full strategic study, “The Future of Internet Sales”.