The document discusses a study conducted by Keynote Systems to evaluate the online banking websites of several major U.S. banks. Keynote surveyed online banking customers of each bank as they used the sites to complete common tasks. The study found that customer support and bill pay satisfaction were two key drivers of customer brand perception and loyalty. SunTrust and Bank of America ranked highest in customer support, with SunTrust providing the most helpful in-context support. Bank of America met customers' expectations for live chat support. SunTrust and U.S. Bank ranked highest in bill pay satisfaction, particularly with the ease of scheduling payments.
These are the slides from the MyCharityConnects Spring 2010 workshops (web conference) in Grande Prairie and Fort McMurray.
Session Descriptions:
Everything Old is New Again: The Fundamentals of Fundraising in the Digital World
The game of fundraising and community engagement seems to be constantly shifting. New tools, new trends, new challenges all seem to be vying for attention, and charities are being held to account for every penny spent and every hour worked and volunteered. How do you tie together traditional fundraising with the brave new world of fundraising and campaign-building online? Learn why online giving is an extension of everything you already know, and why most of us could improve both our online and offline fundraising using techniques that are as ‘old as the hills’. Finally, discover why online fundraising actually emphasizes the need for proper and targeted traditional offline fundraising, marketing, and communications.
Websites 101
Your website is one of the most important communication vehicles you have - is it working for your organization the way it should? Take your website from good to great by learning the fundamentals of what makes for a really good website, one that is user-friendly, attractive and drives up online donations.
A review on the relevance of Forums in Social Media Marketing and current trends.
A discussion on product development, consumer research, crowdsourcing, ethics, and the new trust framework.
Tips on setting up your own forum and becoming influential.
Includes examples from Dell, Gaia Online, and Royal Caribbean Cruises.
These are the slides from the MyCharityConnects Spring 2010 workshops (web conference) in Grande Prairie and Fort McMurray.
Session Descriptions:
Everything Old is New Again: The Fundamentals of Fundraising in the Digital World
The game of fundraising and community engagement seems to be constantly shifting. New tools, new trends, new challenges all seem to be vying for attention, and charities are being held to account for every penny spent and every hour worked and volunteered. How do you tie together traditional fundraising with the brave new world of fundraising and campaign-building online? Learn why online giving is an extension of everything you already know, and why most of us could improve both our online and offline fundraising using techniques that are as ‘old as the hills’. Finally, discover why online fundraising actually emphasizes the need for proper and targeted traditional offline fundraising, marketing, and communications.
Websites 101
Your website is one of the most important communication vehicles you have - is it working for your organization the way it should? Take your website from good to great by learning the fundamentals of what makes for a really good website, one that is user-friendly, attractive and drives up online donations.
A review on the relevance of Forums in Social Media Marketing and current trends.
A discussion on product development, consumer research, crowdsourcing, ethics, and the new trust framework.
Tips on setting up your own forum and becoming influential.
Includes examples from Dell, Gaia Online, and Royal Caribbean Cruises.
Produced by Multifamily Insiders: http://www.multifamilyinsiders.com
Every single apartment community has experienced a negative review on ApartmentRatings.com, on Yelp, or even on their own Fan Page. This webinar explains how to properly react to negative posts to diffuse the situation, show prospects you care about your residents, and to use that feedback to improve your business.
Integrated Direct Response: Basics From the On and Offline Sides of the Marke...hjc
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Do you work in digital fundraising and have no idea what your offline direct response colleagues mean when they talk about nickel packages and lot splits? Are you a direct mail guru who can’t figure out why your digital counterpart is obsessing over canonical tags and concatenation? Join us for this integrated direct marketing session and find out what really happens on the other side of the aisle. The leads of the on and offline direct response fundraising programs for the American Heart Association will take us through what they’ve learned about the similarities and differences of fundraising in their respective channels. We’ll examine whether the goals, planning cycles, metrics, donor life cycles, creative approaches, etc. are all that different, or is it, as the saying goes, “the more things change the more they remain the same"?
UX Field Research Toolkit - A Workshop at Big Design - 2017Kelly Moran
Workshop Description:
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The workshop will be hands-on and interactive; instructional elements will be reinforced with stories of impact to real projects. We will not only cover methods of gathering user data, but the importance of spending time internalizing and analyzing the data through activities such as affinity diagramming. Participants will gain exposure to these important practices in a low-pressure atmosphere and with the guidance of experienced professionals.
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Staffing Software Management Positions in a Development Office4Good.org
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Find out the most important parts of every website in 2015 and beyond! Does your homepage provide immediate answers? Do you have a mobile-friendly responsive website? Are you showing your people on your website?
Evaluating and Selecting Fundraising Software4Good.org
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This is a presentation that Kati Driscoll, a Social Media Analyst, that works with me - we were asked to present our work on social for AAA to the New Castle County Chamber of Commerce.
Empower Yourself: Negotiate For The User - UserFocus 2012Carol Smith
In this upbeat talk Carol will provide you with the most influential ideas in business and how you can use them to empower yourself and to better negotiate for the needs of the users. Being a User Experience professional requires great social skills for facilitation; working with team members, stakeholders and clients; and for making sometimes difficult recommendations. Negotiation is the most important social skill for a UX professional. We negotiate on behalf of users throughout the development life cycle. Unfortunately, many of us are not taught skills that will help us be good negotiators. This session will provide the audience with tools to become effective negotiators in their personal and professional lives.
Presentation to the Web 3.0 conference Sydney 21 June 2011. How to create a sustained customer insight program that can become an ongoing asset to your brand.
Organizations serving victims of trauma may have multiple touchpoints with clients. One of the first may be the agency’s website. When people come to your website, are you helping them feel empowered? Or are you aggravating the symptoms of trauma itself?
Considering the overlapping principles of user experience (UX) and SAMHSA’s Six Key Principles of a Trauma-Informed Approach, NCCADV has examined what a trauma-informed website would look like. We will share about building trust, ensuring safety, and much more.
Keeping in mind the neurological, social, and physiological effects of trauma and IPV, we will review what website features may be most user-friendly and what’s likely just frustrating. We’ll look at real world website examples, both positive and negative, from NCCADV and agencies throughout the country. Webinar participants will gain practical suggestions and free tools to make effective changes to improve their websites immediately.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
How to Implement a Real Estate CRM SoftwareSalesTown
To implement a CRM for real estate, set clear goals, choose a CRM with key real estate features, and customize it to your needs. Migrate your data, train your team, and use automation to save time. Monitor performance, ensure data security, and use the CRM to enhance marketing. Regularly check its effectiveness to improve your business.
Produced by Multifamily Insiders: http://www.multifamilyinsiders.com
Every single apartment community has experienced a negative review on ApartmentRatings.com, on Yelp, or even on their own Fan Page. This webinar explains how to properly react to negative posts to diffuse the situation, show prospects you care about your residents, and to use that feedback to improve your business.
Integrated Direct Response: Basics From the On and Offline Sides of the Marke...hjc
Speakers: Andrew Magnuson, American Heart Association Sherry Minton, American Heart Association
Do you work in digital fundraising and have no idea what your offline direct response colleagues mean when they talk about nickel packages and lot splits? Are you a direct mail guru who can’t figure out why your digital counterpart is obsessing over canonical tags and concatenation? Join us for this integrated direct marketing session and find out what really happens on the other side of the aisle. The leads of the on and offline direct response fundraising programs for the American Heart Association will take us through what they’ve learned about the similarities and differences of fundraising in their respective channels. We’ll examine whether the goals, planning cycles, metrics, donor life cycles, creative approaches, etc. are all that different, or is it, as the saying goes, “the more things change the more they remain the same"?
UX Field Research Toolkit - A Workshop at Big Design - 2017Kelly Moran
Workshop Description:
Looking for practice with in-depth user-experience research methods? You may have read about techniques in the past, but methods must be practiced to be understood. projekt202 has been employing these methodologies with great success since 2003. This workshop is your opportunity to try these tools in a structured environment without pressing deadlines or looming stakeholders. Our experienced research and design professionals will share industry tips and tricks that will help you put theory to practice.
The workshop will be hands-on and interactive; instructional elements will be reinforced with stories of impact to real projects. We will not only cover methods of gathering user data, but the importance of spending time internalizing and analyzing the data through activities such as affinity diagramming. Participants will gain exposure to these important practices in a low-pressure atmosphere and with the guidance of experienced professionals.
Increase Conversions and Rankings with User Experience (SEM Summit 2016)Mary Davies
User Experience is an increasingly important piece of your online presence. Learn about ways to increase your conversions, decrease your bounce rate and appeal to Google by improving your user experience. We will cover the “what to do’s” the “what not to do’s” and the “why’s” to help get you on your way.
Presented By: Mary Davies
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When hiring someone to manage your Development data, there are a number of traps people tend to fall into, often causing them to hire the wrong person. This webinar will cover what you REALLY need to be looking for in a data management staff member, along with information about salary, background checks, testing and more!
Find out the most important parts of every website in 2015 and beyond! Does your homepage provide immediate answers? Do you have a mobile-friendly responsive website? Are you showing your people on your website?
Evaluating and Selecting Fundraising Software4Good.org
Choosing the right fundraising software for your organization can be a daunting task. This webinar will help you define your needs, ask the right questions of vendors and references, and define what you need to focus on in addition to software functionality.
This is a presentation that Kati Driscoll, a Social Media Analyst, that works with me - we were asked to present our work on social for AAA to the New Castle County Chamber of Commerce.
Empower Yourself: Negotiate For The User - UserFocus 2012Carol Smith
In this upbeat talk Carol will provide you with the most influential ideas in business and how you can use them to empower yourself and to better negotiate for the needs of the users. Being a User Experience professional requires great social skills for facilitation; working with team members, stakeholders and clients; and for making sometimes difficult recommendations. Negotiation is the most important social skill for a UX professional. We negotiate on behalf of users throughout the development life cycle. Unfortunately, many of us are not taught skills that will help us be good negotiators. This session will provide the audience with tools to become effective negotiators in their personal and professional lives.
Presentation to the Web 3.0 conference Sydney 21 June 2011. How to create a sustained customer insight program that can become an ongoing asset to your brand.
Organizations serving victims of trauma may have multiple touchpoints with clients. One of the first may be the agency’s website. When people come to your website, are you helping them feel empowered? Or are you aggravating the symptoms of trauma itself?
Considering the overlapping principles of user experience (UX) and SAMHSA’s Six Key Principles of a Trauma-Informed Approach, NCCADV has examined what a trauma-informed website would look like. We will share about building trust, ensuring safety, and much more.
Keeping in mind the neurological, social, and physiological effects of trauma and IPV, we will review what website features may be most user-friendly and what’s likely just frustrating. We’ll look at real world website examples, both positive and negative, from NCCADV and agencies throughout the country. Webinar participants will gain practical suggestions and free tools to make effective changes to improve their websites immediately.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
How to Implement a Real Estate CRM SoftwareSalesTown
To implement a CRM for real estate, set clear goals, choose a CRM with key real estate features, and customize it to your needs. Migrate your data, train your team, and use automation to save time. Monitor performance, ensure data security, and use the CRM to enhance marketing. Regularly check its effectiveness to improve your business.
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https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
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In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
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Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
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Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
3. Today’s Presenters
Chris Musto,
GM, Keynote Competitive
Research and Financial Services
Keynote Systems
Ken Harker
Senior Consultant
Keynote Systems
5. To learn what works in online banking, Keynote asked online bankers
as they used online banking
SITES EVALUATED: SAMPLE:
Bank of America 7 evaluations; 1519 panelists total
Chase ~200 per site; US online adults 18+
Citibank Current online banking customer of site being
evaluated
SunTrust All panelists successfully logged in to account
U.S. Bank
Wachovia TIMING:
Wells Fargo
Wave 7 evaluation period: May 2010
Previous evaluation period: May 2009
Next evaluation: May 2011
7. To the user, the evaluation was a natural experience
The user’s view
Keynote asks user
to perform a task
Keynote asks
questions about
the user’s
experience
performing that
task
Keynote asks the
user’s impressions
of the bank
To us, it was an opportunity to find out how some banks get better
business outcomes from online banking
8. We asked users to perform six tasks
1. Log In
2. Check Balances and Transactions
3. Update Personal Information
4. Schedule Payment or Explore Online Bill Payment
5. Use Customer Support
6. Explore the bank’s other products
12. Customer Support Rankings
Top metrics in this driver
SunTrust and Bank of America among top sites • Options to resolve
satisfaction
• Agree in‐context help
provided
• Agree site cares
• Online help not well
organized
• Difficult to locate FAQs and
other online help
• Difficult to search online
help
• Site doesn't provide
specific tips/ instructions as I
complete different tasks
15. Live Chat gets noticed: Bank of America
Multiple contact/ help options
• “There are different options to get customer
service such as telephone, email or chat.”
• “…seem to be there for you 24/7. If you need
to talk to someone, you can chat, e‐mail, or
call the 1800 number.”
• “I like the fact that there are different
channels of support whether it is live or
web/phone. I do like having immediate
support.”
• “I like that when I click help it pops up help for
the section of the site I am on, ex if I am in bill
pay I am given help for bill pay.”
Live chat helpful for immediate help
• “Like very much online live chat. Very very
helpful.”
• “I used the live chat for a problem and it was
resolved right away.”
• “…I also really like that there is an online chat.
That makes it really easy when I am already
on the computer and I need help solving an
issue.”
17. Bill Pay Satisfaction Rankings
All metrics
• Schedule payment
satisfaction (Q58)
• Schedule payment
difficulty (Q56)
• Inadequate online banking
feature: Pay bills online
(Q117)
• Reason to Stop Online Bill
Pay: Difficult to use (Q61)
• Reason to Stop Online Bill
Pay: Not enough bill pay
features/options (Q61)
• Inadequate online banking
feature: Receive bills online
(i.e., e‐bills) (Q117)
• Reason to Stop Online Bill
Pay: Fees are too high (Q61)
19. Bill Pay Satisfaction Best Practices: U.S. Bank
Quick and easy to use
• “Quick, clear, easy.”
• “It's very easy to use, the process is fast.”
• “It's convenient and very easy to use.”
• “I like the simplicity of it. Very clean.”
Ease of looking up/ adding a new bill
• “It can pay a person by looking up his phone
number.”
• “Setting up new payee started with asking for
phone number, to simplify process.”
• “It's so easy to look up a person if you are
paying them a bill. finds all of their
information for you.”
• “Easy to figure out how to add bills, and lots
of good instructions.”
Helpful ‘Payment Assistant’ window
• “When you click on a bill to pay, a box comes
up with information on the last 3 payments
that were made to the account.”
20. Bill Pay Satisfaction Best Practices: SunTrust
Quick and easy to make payments, service
is free
• “It's easy to use, & fast.”
• “The ease of use and it's free!”
• “The online bill pay procedure is very straight
forward and simple. And it is free.”
• “It is fast and easy to arrange the payment
online and hassle‐free.”
• “The service is very easy to use and
convenient.”
Helpful ‘Payment Assistant’ window
• “My payment history is right there so that I
can review previous payments and time when
they were made.”
• “I like being able to see what my payment
history to each biller is…”
Ease of adding new payee
• “I like how easy it is to add a bill and to make
a payment.”
• “It is easy to use and I can pay any bill or
anyone.”
24. Webster: The little bank whose customers could… do it more easliy
What do I need to know and what
can I do?
Unlike customers at most large
banks, Webster customers don’t
have to click past the secure site
landing page to see if a recent
transaction has been processed.
The site also provides an on‐page
transfer interface.
The link directly to the current
statement is an easily ignored but
important feature, with most banks
requiring a one click to pick an
account and a second click to view
its statements.
29. Banking Prospects
How do banking sites compare in technical quality?
Site performance and site availability are a good start
Keynote uses a more holistic approach to assessing site quality
Consider a common path (transaction) through the site
In this case, start at a bank home page, step through the process of
finding information on checking accounts, and begin the application
process
Knowing how your site ranks in a competitive study is important,
but knowing why you rank where you do is more important
33. Study Period
For one‐time studies, Keynote uses at least three weeks of data
• Important to measure weekdays and weekends
• Multiple weeks reduce the impact of any holidays or unusual news events
• For banking studies, Keynote does not consider weekends to be “peak
period”, but as more and more customers interact with financial
institutions online, this might need to change
• Long‐term continuous measurement is the best way to manage site
performance
35. Action Areas – Profiling Page Performance by Element
Many things can impact site
performance, including issues
with application calls, CDNs, and
third‐party elements
You cannot rely upon
implementing best practices to
solve all problems, you need to
measure
37. Action Areas – Client‐Side Processing 150 ms of client‐side
processing delay
Although banking sites are not pushing
the AJAX, Javascript, and Flash
model as much as other industries,
we are seeing it more and more
You need to understand
the impact of client‐ 200 ms of client‐
side processing time side processing
delay
This page has two periods of client‐side
processing, early in the page
download, that impact the end user
perception of the page
38. Action Areas – Third‐Party Elements
Managing the performance and reliability of third‐party calls (ad tags,
analytics tags, marketing tags, etc.) is a challenge
Delays from third‐party elements can block critical page content from loading
The delay is very damaging to end user perception of the site
sales.liveperson.net
call takes an
extraordinarily long
time
Critical page content
from the banking site
is blocked from
loading
41. Common Challenges to Overcome
1. Increasing demand for your services on mobile
2. Need for consistent QoS across devices and networks
3. Dependency on 3rd Parties to deliver mobile services
4. Lack of ability enforce SLA due to insufficient “evidence”
5. Service downtime and poor performance can affect revenue and brand
reputation
6. Quick release cycles impacting QoS
7. Need for performance trend analysis
54. Resources
To View This or Other Events On-Demand Please Visit:
http://www.netseminar.com
For more information please visit:
http://www.keynote.com/company/events/events.html