Today, over 93% of banks have websites and the number of those offering transactional services on those sites is increasing rapidly. Is your bank fully taking advantage of the power of the Internet to attract new customers and retain your relationships with existing customers? Here are few tips that every bank can employ, regardless of size:
Use Email to extend your relationships with your customers. Email is one of the most efficient and inexpensive means of communicating with your customers and if you use it well (and don't abuse it!) it will result in greater customer satisfaction and increased awareness of your bank's offerings. To start, make sure every customer form contains a space for collecting the customers email address, along with a little check box allowing customers to "opt-in" to your mailing list. Next, develop an electronic mailing list and begin by sending out a monthly e-newsletter. Fill your newsletter with useful information and tips to help your customers achieve greater financial success, announce any new opportunities your bank offers, like new CD rates or mortgage specials, or allow customers to sign-up to receive an email when your rates reach a certain level. If your emails contain helpful and useful information that can benefit your customer you've just succeeded in extending your customer relationship and brought your bank one-step closer to developing an e-relationship.
Allow visitors to your website to sign-up electronically to receive special alerts on changes in CD or mortgage rates. These can either be generic rate changes or your bank can allow the user to specify that they would like to receive the alert when the rate reaches a target point that the customer has specified. Many consumers shop rates and by making this information available on your site you will likely reach consumers who currently do not bank at your institution.
Consider adding customer service (CSR) "chat" to your website. There are a number of net companies, like Human Click http://www.humanclick.com and Get 1on1, http://www.get1on1.com/, that offer free or inexpensive "chat" or "instant call" buttons. CSR chat allows your customers to interact with you over the net in real time. Using these services are simple and if employed correctly, will extend your reach into cyberspace.
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