Customers

1
Customers

• A Look Into Financial Services Online

2
The Customer

• Who are the Customers?
• What do Customers do?
• How and Why do Customers affect financial
  institutions?

3
Financial Institutions

• Brokerages
• Insurance Companies
• Investment Banks
• Commercial Banks

4
Brokerages

• Institutions
• Fidelity, Charles Schwab, Ameritrade, ETrade,
  Merrill Lynch, Paine Webber, and others.
• Products
• Research, Performance Charting, Electronic Fund
  Transfers, Streaming, Stock - CD - IRA- Mutual
  Fund Quotes, Personal Portfolio Pages
• Technology
• Fidelity spent 1.5 billion on Information
  Technology

5
Insurance Companies

• Institutions
• State Farm, Allstate, Mutual Of Omaha,
  Prudential, GEICO, and Others
• Products
• Medical, Dental, Term, Life, 401(k), Auto,
  Property
• Technology
• 40 increase in applications since move to online

6
Banks

• Institutions
• Commercial Federal, Wells Fargo, Citigroup, etc.
• Products
• Checking, Savings, Loans, Credit Cards, CODs,
  ATM.
• Technology
• Online transition is estimated to save between
  19.3 - 46 billion dollars annually.

7
Trends

• Secure transactions
• Access to diversity through Banks (products)
• Convenience through accessibility

8
Emerging E-Commerce

• IT Transactions Becoming the Norm.
• B2B
• Business to Business
• B2C
• Business to Customer
• Focus on Financial Institutions

9
Whats HOT in Financial E-Commerce

• Higher Interest Rates on Deposit Accounts
• Lower Rates on Loans
• Online Bill Pay
• Extinction of checks?

• 24-7 Online Access
• E- cash
• Unique Buying Experience

10
Whats NOT

• Security Issues
• Privacy
• Confidentiality of Info.
• Customer Satisfaction

11
Will It Work?

• Absolutely!
• Through what channels?
• Financial E-services
• Financial E- speak

12
Links

• www.ameritrade.com
• www.schwab.com
• www.mutualofomaha.com
• www.allstate.com
• www.wellsfargo.com
• www.citicorp.com