Welcome to the latest edition of the Online Financial Services Advisor, which keeps you current on what you need to know now to run a successful online operation for your financial institution. This month, we're tackling the idea of Web content and the role it plays in building customer relationships. We're also revisiting an article on growing your e-mail list, which was just republished by MarketingProfs.com, a leading marketing e-zine.

As always, we welcome your feedback!

Sincerely,

David Espenschied
President
david@e-bgroup.com
 

Many financial institutions question whether the Web site can ever be a profit center. If not, then cost containment reigns and new content and services are kept at a minimum. Using the latest research, this article proves the value of robust content to financial services firms.

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The Great Dilemma: High-Touch Customer Service and the Internet
http://www.e-bgroup.com/articles/whitepaper_webcontent.pdf

Case Study: Our Work at United California Bank
http://www.e-bgroup.com/articles/UCB.pdf


 

Do you have a lot of customers, but you haven't done a good job of assembling an email list? Here's five techniques for growing your email list as a marketing tool.
This article was just republished by MarketingProfs.com, which Harvard Business School praised for its "varied and expertly articulated articles."

E-mail marketing often provokes customer service issues instead of direct sales leads. While this may not have been the intention of your campaign, it isn't an altogether bad thing. The worst thing an e-mail campaign can say is - "please don't respond to this address." People will respond with complaints about poor service, branch hours, lack of product availability, and more. See this as an opportunity to uncover new opportunities and retain customers. Solving a customer's problem gives you an excuse to inquire about a customer's needs and their relationship with the bank. Customers will be more receptive because the conversation occurs in a mutually agreed upon context instead of in a cold, direct-marketing call. After all, they approached you about the quality of the relationship first.

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For more tips, check out our White Paper section
http://www.e-bgroup.com/white_papers.asp

Contact us today to see how we can help you retain more customers and boost sales
http://www.e-bgroup.com/contact_us.asp

Espenschied Business Group is a management consulting and technology services firm specializing in the financial services industry. We work with a network of partners to develop and deliver technology solutions that grow customer relations for clients. Our services include CRM, Web services and development, data analytics and business intelligence, and marketing integration.

Espenschied Business Group's headquarters is in Thousand Oaks, California.

Copyright © 2002 Espenschied Business Group, Inc.