Electronic Messaging & Statements

Leveraging the inbox

Jim Bruene

February 2003

: OBR 91/92



The inbox is a key to serving online customers profitably. It’s where your customers will be reminded to pay bills or bump up credit lines. Urgent emails to home and work will notify them when balances have dropped perilously low or if someone in Timbuktu has tried to use their debit card number.
However, the inbox is also the epicenter of a fierce war between legitimate marketers, those with permission to communicate, and hucksters of all shapes and sizes. We believe that tools to control inbox clutter and spam will eventually win out, but it’s going to get worse before it gets better. This report covers four major types of financial e-messaging:
– Alerts/confirmations: Account-specific activity or balances
– E-statements: Statements or statement notifications
– Service messages/alerts: Primary goal is to inform (non-sales)
– Marketing messages/email lists: Primary goal is to sell.
• Forecast of electronic message usage through 2012
• Fundamentals of e-statements
• E-statements evolve from tactical to strategic choice – by Greg Crandell and Ron Daly
• Ten secrets for maximum e-statement adoption in minimum time
• 31 electronic messaging tips
• 272 types of electronic messages for financial services customers
• Survey of emessaging usage at 47 North American financial institutions with 100,000 or more registered users
• Outsourcing email distribution
– 47 questions to ask your provider
– 52 top-rated service providers
Check images to replace paper

Electronic Messaging & Statements

SKU: OBR91&92

e-service, self-service, customer service, email, e-mail, instant messaging, e-statements, response time, service standards, email marketing, online marketing