SDL, the leading provider of Global Information Management solutions has today announced that its Web Content Management Solutions division has released a business paper entitled “Clicking with your Customer – Making Online Banking Work.” This examines the core objectives of effective online banking and the way banks are looking to build a more stable and consistent customer relationship.  The paper explores the reasons customers remain loyal to their choice of banking institution and how an online banking experience can increase a customer’s trust and loyalty by providing integration, personalization and relevance – the three pillars of successful online banking. 

Financial institutions are constantly facing ‘The Dilemma of Stability’ caused by the double-edged sword of customer loyalty, which means more reliance on business-per-customer, as opposed to increasing their customer base.  The branching out to the web and the realization of its potential profitability has meant more banks and financial institutions are seeking to enhance their cross-selling opportunities through online banking.  Integration, personalization and relevancy help create a personal online experience that meets the needs of the customer and generates lucrative returns for the bank.

An increased number of institutions are now taking note of the need to create a tailored, individual approach to a customer’s online experience.  Furthermore, a 2009 UK study by Loudhouse Research for SDL Web Content Management Solutions found that 66 percent of internet users expected web content to be specifically tailored to their interests and needs.  According to the report, increasingly savvy, “internet users want Big Brother to watch them, profile them and to reward them accordingly.”  What the customer wants is what the customer should get.

Download your copy of Clicking With Your Customer — Making Online Banking Work.