Increase conversions, loyalty, and revenue through cross-channel experiences that are relevant, personal, and valuable.

Transcription

1 Conversion OPTIMIZATION Webtrends for FINANCE Optimizing customer experiences Increase conversions, loyalty, and revenue through cross-channel experiences that are relevant, personal, and valuable. solution brief Webtrends, Inc.

2 Webtrends for FINANCE Optimizing customer experiences Increase conversions, loyalty, and revenue through cross-channel experiences that are relevant, personal, and valuable. Webtrends helps banks, credit unions, and insurance providers exceed customer needs at every touch point across the customer lifecycle. executive summary Trend According to Forrester, online sales in digital banking have increased seven percentage points since And today, 88% of digital bankers use two or more channels to interact with their bank. The rapid growth of new ways for customers to engage with financial brands, combined with customers increasing expectations for excellence across these channels, has spurred a new era of focus on strategic digital marketing for banks, credit unions, and insurance providers. Problem The way customers engage with financial brands is a constantly moving target that spans offline and online interactions. The same customer might make many touches from the branch to social media to smartphones and more, but it can be difficult to turn all this data into geninue customer insights, and even more difficult to use it all to build an experience that is meaningful for that customer. Solution From acquisition to purchases to customer engagement, and across all digital channels, Webtrends helps banks, credit unions, and insurance providers build relationships, grow online sales, and increase brand advocacy by delivering relevant, valuable, and personal experiences to financial services customers. WEBTRENDS SOLUTION BRIEF Webtrends, Inc. 2

3 Exceed Customer Expectations Across Channels & Throughout the Customer Journey When people interact with your brand online or offline, you must meet their expectations, down to the level of each customer. Whether customers are checking their balance, comparing APRs, or considering a HELOC, each of these experiences builds or tears down loyalty in your brand. Every interaction influences the number of products customers invest in and the level of their investment. To succeed, you must deliver a consistent, valuable experience no matter how customers ask for it, across all marketing efforts, all channels, and throughout the customer lifecycle from the moment you acquire new prospects all the way through to keeping them and building the relationship. Mobile and Social: Essential Steps in the Customer Journey According to Forrester, 46% of digital bankers use three or more channels in a given year. Building trust and loyalty when customers check their accounts on their smartphones, make a comment on your Facebook page, or browse home loans on tablet all must meet customer needs consistently and without fail SAM SMITH 01/13 01/19 WEBTRENDS SOLUTION BRIEF Webtrends, Inc. 3

4 Optimizing Customer Experiences Webtrends increases conversions, engagement, and loyalty by delivering highly relevant experiences for each of your unique customers. Backed by the most expert-driven and comprehensive digital marketing services team in the industry, Webtrends solutions leverage both online and offline customer data to deliver the right experience at each step in your customers digital journeys. The Webtrends approach combines advanced testing, targeting and segmenting technology with expert services teams in order to: 1. Attract quality customers and members through highly targeted and strategic search, social, and ad campaigns. 2. Pinpoint individual online behaviors the instant they happen to gain immediate insight into customer segments and their unique interactions. 3. Combine in-the-moment insights with historical and offline CRM data to deliver highly targeted and relevant experiences at any stage in the customer journey. 4. Test, segment, and target digital content to deliver excellent customer experiences that drive conversion, retention, and loyalty. Optimize cross-channel experiences driven by responsive design. 5. Increase conversions through highly personalized remarketing campaigns. Based on individual behaviors on your site such as credit application abandonment, send an to recapture the opportunity and nurture the prospect. online sales in digital banking have increased 7 percentage points since 2010 WEBTRENDS SOLUTION BRIEF Webtrends, Inc. 4

5 Delivering Value at the Moment It Counts Insights into what your customers are doing at the exact moment of engagement are just as important if not more important than knowledge about what they ve done in the past. Only Webtrends can combine all customer-level data to give you the full picture of each individual on your site. Webtrends: 1. Segments and identifies prospects and customers based on: a. Their in-session behaviors on your digital properties as they are happening b. The multi-touch path that brought them there (Facebook ad, campaign, organic search, etc.) c. Historical or offline actions stored in your CRM 2. Targets relevant, personal, and valuable site content and up-sell offers tailored to these behaviors, while the individual is still on your site. This complete understanding and immediate response to visitor behavior keeps customers engaged on your site, lifts their likelihood to convert, and makes them advocates of your brand. Targeting Within A Millisecond online banking Secure, Free and Easy! JANE SMITH Welcome back Jane! UNIQUE OFFER FOR JANE A customer who banks with you for day-to-day transactions is more likely to invest in more significant banking products with you over time. learn more Home Equity Line of Credit You Qualify for 1.99% APR Webtrends uses everything you know about each customer to deliver a personal experience in the CHECKING SAVINGS get started right moment for every transaction across the span of the relationship. WEBTRENDS SOLUTION BRIEF Webtrends, Inc. 5

6 The Webtrends difference Our approach combines people + technology to power relevant, valuable, and personal customer experiences across your digital properties. 1. Proven expertise With Webtrends expertise influencing the process, digital marketing makes sense again. Let our experience with the world s biggest brands help drive your business forward. Webtrends experts ensure your digital investments are directly, positively, and continuously increasing revenue across the customer lifecycle. 2. Proven results. Our insights into your customers dive deeper and span wider than any other solution, so you can take action and deliver relevance at every touch across the customer journey. Webtrends drives digital marketing results for many of the world s most admired and innovative companies. 3. Proven sciences. Webtrends patented multi-variate testing technology ensures you know which content produces results, provides deep insights that inform your business, and continuously evolves your digital marketing. In 2012, 44% of adults purchased a financial product through a digital channel, surpassing the 40% who purchased a product in a branch. Forrester WEBTRENDS SOLUTION BRIEF Webtrends, Inc. 6

7 Secure and Private: Protecting data and identity Webtrends solutions have been audited by the largest financial institutions in the world and have always met or exceeded privacy standards. Secure data centers, PGP encrypted data, and appropriate use of SSL ensure integrity of tests and reports. Webtrends optimization solutions do not collect any personally identifiable information (PII) and can be configured to exclude IP addresses from data collection to support emerging regulation on visitor tracking. WEBTRENDS SOLUTION BRIEF Webtrends, Inc. 7

8 Conclusion Powered both by technology and the largest team of digital marketing experts in the industry, delivers personal, relevant, and valuable experiences every time your customers engage with your brand online. Ready to optimize your customers digital experiences Call your account manager, or visit: Call or us with your questions CONTACT North America Europe, Middle East, Africa +44 (0) Australia, Asia +61 (0) australasia@webtrends.com For offices worldwide, visit: ABOUT WEBTRENDS INC. Inspiration drives us. Digital intelligence guides us. Innovation remains our goal as we help brands re-imagine digital marketing. Webtrends dramatically improves digital marketing results for many of the world s most admired and innovative companies. Our solutions have set a gold standard for innovation, performance and value since we helped establish the web analytics industry in Our diverse portfolio includes customer intelligence and behavioral segmentation, targeting + scoring, optimization + testing, mobile and social apps creation and Facebook Page management, professional consulting services, real-time web analytics, unified digital analytics across mobile, social and web and general digital marketing wizardry Webtrends, Inc WEBTRENDS SOLUTION BRIEF Webtrends, Inc.