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	October 6, 2009 What Europeans Expect From Financial Services Web Sites And What eBusiness Executives Need To Do To Meet Customer Needs by Vanessa Niemeyer, Ph.D. with Benjamin Ensor, Alexander Hesse, Courtney Tincher

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Executive Summary

Consumers go to financial services Web sites with different motives — some want to access their own accounts and some intend to research or buy a specific financial product, while others are looking for a solution that fits their needs. Visitors to financial services Web sites have clear expectations about the content and functionality they want and clear preferences for how they want that information to be presented. eBusiness executives should ensure that their sites help customers achieve their goals by helping them find what they are looking for, earning their trust, and presenting complex information in an intuitive and interactive way. Meeting customers' expectations will help executives meet their own eBusiness objectives and create opportunities for the product offers and recommendations that many customers want.

TABLE OF CONTENTS

• Consumers Have Clear Expectations For Financial Services Web Sites
• eBusiness Executives Must Build Sites That Help Customers Achieve Their Goals
• Supplemental Material
• Related Research Documents

This is an excerpt