Seamless online Credit Cards Strategy - Acquisition to Cross-sell
About 1 in 7 consumers in the U.K. have been researching credit cards online in 2007, several times more than elsewhere in Europe. Within UK, Germany, and the Netherlands, the Internet already accounts for more than 20% of credit card sales & these numbers rise considerably for North America. However the online customer acquisition & experience delivered by large credit card issuers lags behind those of companies in other industries. The experiences these financial services firms delivered have been found particularly wanting when it came to Web site and IVR criteria, while suffering from different sets of problems such as seamless acquisition strategy, availability of instant, valid & centralized data, complicated user experience, timely feedback to users, etc. |