First Internet Reliable Bank Discussion Questions Essay

1. Even though the complete survey is non included in the case, summarize how the closed-ended and open-ended incredulitys provided valuable guest brainstorm for FIR.The valuable customer insight for FIR is Convenience Online banking is very genial since it is web establish, customers burn down access it any meter. Based on the surveys the respondents FIR is transp bent and easy to when viewing and paying bills. In appliance There is also downsides to FIR. integrity of them being mail deposits, another is no access to a topical anaesthetic ATM. The big concern is the lack of security with the customers receiving phishing-type emails from hackers which can lead to identity element thieving. This is also a concern to small businesses who do not collect a big enough protection policy when it comes to identity theft/hackers.2. What customer segments are targeted by FIR? On what issues should FIR heighten in order to mannequin relationships with its varied customer segments? The customer segments that are targeted by FIR are Customers who are innovation-minded, busy and technologically right After 9/11, some key characteristics of online bank customers were the experience of victimisation the internet, the rise of GenX, gender and socioeconomic status.The issues FIR should focus on to build relation ships with customer segments are Security Customer Service unmatchable of the respondents loved how FIRs CSR solved the customers fuss in a short time. Which of course leads to customer satisfaction. Customer loyalty The more customers use online banking, the more they will rely on it. (i.e. I have a specific Credit Union account thats based in Sacramento due to my parents setting me up an account, I stick out in SD so there arent many branches where I can deposit a physical check.The closest one is Ontario which is a drive. yea I should look into signing up for another bank, but its not many times where I need to go to the bank. The convenience of o nline banking for me is that I can make instant transfer payments from my savings to checking if i need an emergency with my funds especially with my dreaded car payments.) 3. after part you recommend specific activities and practices that they might engage in order to change customers such as Respondents 3 and 137?Similar to all your answers, FIR should entrust money on engineers who can help with encrypting their website. With some credit identity card companies you would need a login ID and password, then to select an image at the time of your registration, then they would ask the pin number or a question you answered (color of car, favorite animal, fav team etc). In a nutshell its like a junto lock. FIR should also contact all major email providers (gmail, yahoo, aol, hotmail etc) to work developing phishing filters. Another activity FIR should focus on is customer feedback. FIR could contact their customers by phone or have at once contact with them.