WEBSITE AND MOBILE OPTIMIZATION FOR FINANCIAL SERVICES COMPANIES: Enhancing the Online Customer Experience

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1 WEBSITE AND MOBILE OPTIMIZATION FOR FINANCIAL SERVICES COMPANIES: Enhancing the Online Customer Experience IN THIS ISSUE: 3 4 THE OPTIMIZATION LIFECYCLE SPECIFIC OPTIMIZATION EXAMPLES FOR FINANCIAL SERVICES COMPANIES 5 TESTING 6 8 PERSONALIZATION AND TARGETING MOBILE OPTIMIZATION 9 LANDING PAGE OPTIMIZATION 10 WEB PERFORMANCE

2 INTRODUCTION WEBSITE AND MOBILE OPTIMIZATION FOR FINANCIAL SERVICES COMPANIES: ENHANCING THE ONLINE CUSTOMER EXPERIENCE Financial services companies around the world have extended their businesses online and on to mobile devices. With that comes the ability to better target and interest prospects as well as offer new services and information to clients. One thing is clear: optimizing the online customer experience is key to achieving your marketing goals. If you are like most online marketers from financial services companies such as banking or insurance, you are already spending a large percentage of your digital budget driving people to your website, and that budget is likely growing: recent research from emarketer shows that the financial services sector will be the third-biggest spender on US digital advertising in Of the $7.19 billion that financial services marketers will invest, 48.5% will be dedicated to mobile advertising 1. Make that investment work for you and increase your online ROI by optimizing your financial services, banking, or insurance web and mobile site with SiteSpect many of the world s leading financial companies already do. 1 SOURCE: Spending-Will-Approach-60-Billion-This-Year-with-Retailers- Leading-Way/ $ 7.19 Billion emarketer shows that the financial services sector will be the third-biggest spender on US digital advertising in

3 INTRODUCTION WHAT IS SITE OPTIMIZATION? One of the great advantages conferred to online financial services marketers is the sheer volume of data generated about visitor and customer behavior. Site optimization is all about converting that information into customer-benefiting insight that in turn helps you meet your business goals. For example, optimization will help you discover what your online visitors prefer in terms of usability and content while helping you meet your online objectives such as the adoption of self-service features, increasing e-statement opt-ins, generating more leads, and cross-selling products and services. Testing and targeting technology is the missing link between knowing you have an opportunity for improvement and knowing what to do about it. These solutions provide your business with a structured and scientific way to determine the incremental value of changes made in the digital realm. THE OPTIMIZATION LIFECYCLE TARGETING CAMPAIGNS (PERSONALIZATION) BROAD EXPERIMENTS SEGMENTATION & INSIGHTS TARGETED EXPERIMENTS SiteSpect s rich capabilities not only allow you to personalize your site around specific visitor dimensions, but also to conduct on-the-fly segmentation analysis of any campaign data in real time. For example, how do desktop visitors differ from mobile visitors, or how do iphone visitors differ from Android visitors? These insights, in turn, drive the test-learn-target-repeat lifecycle that produces optimal marketing results. 3

4 EXAMPLES ONLINE OPTIMIZATION FOR FINANCIAL SERVICES COMPANIES MULTIVARIATE TESTING Tailor the online experience for all of your online visitors. Test, target, and optimize the adoption of self-service functionality or the opt-in process for the electronic delivery of statements. Measurably improve form usability to encourage new account registrations. Optimize onsite offers and house advertisements. Test promotional offers to identify the optimal combination of prices, rates, etc. Test and optimize online registration funnels and increase conversions. Identify conversion hurdles and test changes that increase customer confidence. View and segment multivariate testing data within any major third-party analytics system. WEB PERFORMANCE OPTIMIZATION Speed up site performance and measurably improve your visitors' experience and your key metrics such as conversion rates and engagement. MOBILE OPTIMIZATION Test your mobile content and target your tested content using a combination of static and dynamic criteria, such as device type. Test and optimize your native apps and hybrid apps using the SiteSpect Mobile SDK. BEHAVIORAL TARGETING Target content based on visitors' web site behavior. Target in-session and cross-session behavior to increase content relevance. Geo-target visitors based on proximity to branch locations and highlight statespecific services. Import CRM profiles for targeting and remarketing, using anonymous data without Personally Identifiable Information. For example, you can target people who have recently opened a checking account with cross-promotions for IRAs or CDs. Take advantage of robust real-time analytics and ad hoc segmentation capabilities. 4

5 TESTING EASILY OPTIMIZE WEB & MOBILE CONTENT SiteSpect makes website and mobile optimization easy. While A/B testing allows you to test just one factor at a time, multivariate testing enables you to test many changes simultaneously. Evaluating the impact of combinations of factors and variations often reveals significant interaction effects that can have a dramatic impact on your conversion goals. With SiteSpect, you can: Quickly and easily determine which content will have the greatest influence on a visitor s behavior. Determine the best ways to effectively influence and persuade visitors to take the desired actions. Make confident, quantitatively-backed optimization decisions based on actionable reports and analysis. Quickly identify the right place to get started and develop an incremental testing and targeting strategy to maximize short-term and long-term value. While A/B testing allows you to test just one factor at a time, multivariate testing enables you to test many changes simultaneously. 5

6 PERSONALIZATION PERSONALIZE THE ONLINE EXPERIENCE WITH TARGETED CONTENT Personalization and targeting are built into SiteSpect. There are no add-ons or additional features to purchase or implement everything you need is included to optimize your site. And with SiteSpect's patented approach, your targeting efforts won t require any site modifications or tags. SiteSpect provides fast, agile optimization that produces a measurably better experience for all of your site visitors. LIFETIME VISITOR PROFILING TM (LVP) SiteSpect s Lifetime Visitor Profiling engine learns about each individual visitor and builds an anonymous profile over time. This information makes it easy for web marketers and analysts to create targeting campaigns, and also conduct ad hoc data segmentation, all without the need to purchase or integrate any additional tools. SiteSpect LVP data can even be exported and utilized in other products and services to better inform offline and multichannel marketing efforts. In addition, you can link external data into SiteSpect for the purposes of targeting. Simply define a target group from a back-end system (such as your CRM) and then define a list of visitors (using non-pii) in SiteSpect to target with a special offer or promotion. For example, you could target any existing customer who doesn't have an IRA with a new on-site promotion 6

7 PERSONALIZATION PERSONALIZATION AND TARGETING DIMENSIONS SiteSpect provides many built-in dimensions that can be used individually or in combination for targeting and personalization. TARGETING DIMENSIONS Behavioral both past and in-session browsing activities. RFM recency, frequency, and monetary value of visitor. Mobile device and capabilities. Geographic country, region/state, and marketing area (MSA). Language Browser and operating system EXAMPLES Show a special offer to new site visitors, or to those who visited recently but didn t open an account. Rewards frequent or high-value visitors with personalized content or loyalty perks. Tailor content for small screens (versus desktops), or display different navigation if a touch screen is supported. Target relevant promotions based on the visitor s location, such as state-specific offers. Localize core navigation or promotional elements based on visitor s language. Optimize the user experience browser and OS. Time parting time of day, day of week, and timezone. Contextual referring site, search engine search terms, paid versus organic, and landing page. Externally defined CRM, user databases, or third-party data sources. Engage visitors differently during business hours than during evening or weekend hours. Personalize landing page content based on referring search engine, keywords, or text ad copy. Target offers or upsell suggestions based on customer history data that resides only in your internal CRM system. In addition to the examples on this page, SiteSpect lets you freely combine dimensions for even richer personalization and targeting efforts. For example, geographic combined with language offers the opportunity for cultural targeting of audiences such as French speakers living in Canada or Switzerland versus their English- or German-speaking counterparts. 7

8 MOBILE OPTIMIZE YOUR MOBILE INITIATIVES SiteSpect s mobile optimization capabilities allow financial services marketers to easily test, target, and deliver the most compelling mobile experiences. SiteSpect provides detection of key mobile device capabilities that you can use for content targeting, enabling you to discover how varying types of mobile-optimized content influence user behavior, and ultimately site profitability. No matter how you deliver your mobile experience, using a mobile website, a responsive design site, a native application, or another option, SiteSpect allows you to: Conduct A/B and multivariate tests for the entire digital experience. Target any visitor based on a wide variety of factors. Optimize leading edge mobile technologies. MOBILE TARGETING SiteSpect s mobile targeting engine identifies over 25,000 combinations of devices, operating systems and browsers, and simplifies this data into the following marketer-friendly categories: Preferred markup language Keyboard type Screen dimensions Rotation support Browser capabilities Cellular network data speeds Mobile operating system (Apple ios, Android, etc.) 60 % of Time Spent is on Mobile According to comscore, from December 2010 to December 2014, smartphone and tablet usage accounts for 60% of digital media time spent by consumers. 1 source: Kate Dreyer, Mobile Internet Usage Skyrockets in Past 4 Years to Overtake Desktop as Most Used Digital Platform, comscore, (April 13, 2015). 8

9 LANDING PAGE OPTIMIZATION UNLEASH THE POWER OF YOUR LANDING PAGES SiteSpect's powerful multivariate testing and targeting capabilities enable you to optimize landing page effectiveness, helping you turn search marketing dollars into measurable bottom-line results. You can easily test offers and other factors that can help you convert more of your visitors into loyal customers. With SiteSpect you can: Leverage and test multiple landing page strategies to learn which is most effective on a segment-by-segment basis. Dramatically increase leads and conversions generated by PPC traffic, without increasing your SEM budget. Identify search terms and keywords that will yield the best quality traffic, then target those segments with specific, highly optimized offers. Test and optimize multiple landing page strategies to learn which is most effective on a segment-by-segment basis. SITESPECT HELPS YOU TURN SEARCH MARKETING DOLLARS INTO MEASURABLE BOTTOM-LINE RESULTS

10 WEB PREFORMANCE PROVIDE A BETTER EXPERIENCE BY SPEEDING UP YOUR WEBSITE Using its non-intrusive platform, SiteSpect AMPS accelerates the delivery and rendering of both web and mobile content through a variety of on-the-fly speed optimization techniques. The result? A faster, "snappier" user experience that requires no coding, no software installation, and no site modification. In customer deployments, SiteSpect AMPS decreases page load times by as much as 50-70%, translating into significant improvements across a variety of key business metrics. SiteSpect AMPS allows web and mobile site operators to automatically and non-intrusively optimize their site's speed through built-in acceleration functionality via SiteSpect's powerful multivariate testing and behavioral targeting engine. Any type of site can be optimized, including those built for e-commerce, publishing, and social media; intranets; extranets; and even mobile-specific WAP sites % SiteSpect AMPS decreases page load times by as much as 50-70%, translating into significant improvements across a variety of 10

11 THE SITESPECT DIFFERENCE OPTIMIZING THE ONLINE CUSTOMER EXPERIENCE WITH SITESPECT SiteSpect is leading the advancement of testing, personalization, and targeting software to empower your digital business. Here are some of the unique advantages that SiteSpect offers: 1Test any content. With SiteSpect, you can test content variations on web pages that are formatted using virtually any mark-up language (e.g., HTML, WML, JSON, and XML), style sheets (CSS), or scripting languages (e.g., JavaScript). Within those web pages, SiteSpect can test variations of virtually any type of content, whether that content is static or dynamic, including audio and video files as well as Ajax and Flash-based applications. 2Test all aspects of your site,including how it looks and how it works. Optimization means testing your entire site, not just the front end. SiteSpect allows you to test both how your site looks and how it works. This is an important distinction. There are tests you can run with SiteSpect that you have never been able to run before. For example, if search results have an impact on your conversions, test the search algorithms that generate those results. 3Run more tests in less time. SiteSpect eliminates the limitations of using a tag-based approach to testing. Unlike other solutions, SiteSpect doesn t require any changes to the HTML or the addition of JavaScript code to build a test. As a result, our approach allows optimization teams to spend less time setting up tests. This contrasts with tag-based tools that require workarounds and one-offs for creating complicated test scenarios. 1 Steve Lohr, For Impatient Web Users, an Eye Blink Is Just Too Long to Wait, New York Times, February 29, Avoid latency issues and flicker effects. Your testing program should be completely invisible to users; SiteSpect s technology helps you achieve that goal. With lightningfast load times and no flicker effect, your users will never know they re getting a personalized experience that may include tested or targeted site elements. By delivering a fast experience that s free of the content delivery latency introduced by tag-based solutions, you can be confident that test results are statistically accurate and represent the true feedback of the specific test subjects. 5Increase site speed. When it comes to the overall effectiveness of a website, there are many variables, but one agreed-upon constant: a strong dislike for slow sites. Google has found that a delay of only 400 milliseconds (0.4 seconds) caused its users to change behavior and search less 1. With SiteSpect s optimization technology, you never have to worry about JavaScript tags introducing any performance degradation to your site. As a result, you can focus on more important things, such as delivering business results from your experiments. Even better, with SiteSpect AMPS, our Automated Multivariate Performance (Optimization) Solution, you can accelerate the delivery and rendering of both web and mobile content, resulting in a better user experience. 6Deploy in the cloud or on-premise. SiteSpect is the only digital optimization solution that gives you a choice when it comes to deployment. You can choose between SiteSpect Cloud, a fully hosted cloud-based solution, and SiteSpect Enterprise, a solution that you host yourself behind your firewall. Only SiteSpect gives you the flexibility to decide what works best for your organization. 11

12 NON-INTRUSIVE APPROACH SIMPLY EVERYTHING YOU NEED TO OPTIMIZE YOUR SITE The SiteSpect patented approach to site optimization is unique in that no changes are made to the actual web or mobile site that is being tested. Unlike the alternatives, SiteSpect does not require any changes to the HTML or programming code that drives a site. This approach eliminates the need for ongoing IT involvement before, during, and after running tests allowing you to focus on achieving your optimization goals while saving time and resources. SiteSpect Enterprise enables financial services marketers to optimize their sites in order to turn visitors into clients and better service them. SiteSpect Enterprise is an on-premise, behindthe-firewall solution that fits within your secure environment. This solution is horizontally scalable through its clustering technology, and is especially well-suited for financial site operators of all sizes who have specific security, availability, and management requirements. There is no limit to the number of things you can securely optimize with SiteSpect. We also offer SiteSpect Cloud as a deployment option. SiteSpect Cloud is ideal for site operators who want to optimize without the need to install any additional hardware or software. SiteSpect solutions are regularly audited by third-party security firms and have been rated as fully PCI compliant. 12

13 LEARN MORE Join Other Financial Companies WHO HAVE BENEFITED FROM SITESPECT'S CAPABILITES So if you are looking for a non-intrusive optimization solution that can help you with: A/B testing Multivariate testing Personalization and targeting Mobile optimization Landing page optimization Web performance optimization Look no further. Join other financial services companies who have benefited from SiteSpect's testing and targeting capabilities. Want to know more? Sign up for a demo and we ll be happy to show you how SiteSpect works, and how you can securely optimize your customers online experience and start boosting customer engagement today. ABOUT SITESPECT, INC. SiteSpect is leading the advancement of testing, targeting, and personalization software that empowers the world s most successful digital businesses to drive revenue growth, deepen customer engagement, and sharpen their competitive edge. Only the SiteSpect Digital Optimization Platform enables customers to test the entire user experience, from the front-end "look and feel" to the back-end functionality, and centrally manage those tests across channels, product lines, and business units. SiteSpect s patented technology and professional services are used by top digital companies such as Wal-Mart, Target, Eddie Bauer, Urban Outfitters, Wayfair, Trulia, Overstock.com, and leading financial services and media companies. For more information, visit or call Copyright 2105, SiteSpect, Inc. All rights reserved. SiteSpect is a registered trademark of SiteSpect, Inc. All other products are trademarks or registered trademarks of their respective owners. LEARN MORE Want to know more about SiteSpect? Sign up today for a demo.