May 19, 2009 |
| 8:30 a.m.-9:00 a.m. |
Breakfast Reception
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| 9:00 a.m.-9:15 a.m. |
Welcome, Introductions, And Expectations
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| 9:15 a.m.-10:00 a.m. |
Online Acquisition: How To Approach, Design, And Build A Successful Sales Web Site
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Important metrics to understand before you begin:
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Search data analysis
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Online influenced sales
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Site and online application conversion rates
- Web design approaches that work:
- Customer centric vs. Product centric
- Site and product segmentation
- Building a funnel and capturing leads
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| 10:00 a.m.-10:15 a.m. |
Break
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| 10:15 a.m.-12:00 p.m. |
Online Acquisition: How To Approach, Design, And Build A Successful Sales Web Site (continued)
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Best practices in merchandising, persuading, and selling online
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| 12:00 p.m.-1:00 p.m. |
Lunch
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| 1:00 p.m.-1:45 p.m. |
Online Account Servicing
- Elements of self-service success
- Creating a customer contact strategy
- Knowledge management and search integration
- Setting and managing expectations
- Cross-channel coordination
- eDelivery Basics: Online document distribution and moving beyond eStatements
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| 1:45 p.m.-3:30 p.m. |
Activation, Engagement
- Online bill pay: Simple fixes to increase adoption and reduce costs
- Repositioning money movement to drive awareness and adoption
- Less is more: Integrating account data and personal finance tools to drive retention and cross-sell
- Leveraging alters to reduce costs and deepen relationships
- Mobile banking: How it can help increase site usage, not replace it
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| 3:30 p.m.-3:45 p.m. |
Break
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| 3:45 p.m.-4:45 p.m. |
Group Discussion And Best Practice Sharing
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| 4:45 p.m.-5:00 p.m. |
Wrap-Up And Suggested Next Steps
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The Nuts And Bolts Of Successful Financial Services Web Sites
Emmett Higdon, Forrester, Speaker
Brad Strothkamp, Forrester, Speaker
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