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Ist die Filiale das kleinere Übel? Kunden kaufen ungern Finanzprodukte online : Bank 2.0
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Ist die Filiale das kleinere Übel? Kunden kaufen ungern Finanzprodukte online » Von Martina Goehring » Beitrag » Bank 2.0

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Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 23

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Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 28

Ist die Filiale das kleinere Übel? Kunden kaufen ungern Finanzprodukte online


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Nach wie vor kauft die Mehrheit der Deutschen Finanzprodukte nicht übers Internet sondern direkt in einer Bankfiliale oder per Telefon. Dabei hat diese Mehrheit in der Regel einen Netzzugang. Der Hauptgrund ist, dass sie die Bestätigung einer “realen” Person suchen, nutzerrelevante Informationen im Netz nicht finden, keinen Vorteil darin sehen und dem Internet nicht so richtig trauen, vor allem, wenn persönliche Daten abgefragt werden und manchmal ist es auch einfach zu kompliziert.

Das ist das Ergebnis der Studie von Forrester “Why Europeans Don’t Buy Financial Products Online” vom Juni 2007. Diese kann nach Registrierung kostenlos erworben werden.

Im Detail sehen die Gründe für den Untersuchungsbereich in Deutschland wie folgt aus:

  • 48% wollten das Produkt mit einer Person abklären, zum einen damit es exakt den Bedürfnissen entspricht. Zum zweiten konnten nicht ausreichend Informationen im Netz dazu gefunden werden.
  • Ein Drittel der deutschen Nutzer sehen keinen direkten Vorteil im online Abschluss und empfinden die Filiale bzw. das Telefon bequemer und vertrauter.
  • 23% hatten Sicherheitsbedenken, wenn sie ihre persönlichen Daten an ein Institut schicken sollten.
  • 19% kauften die Produkte über andere Kanäle. Meist sind es direkte Marketingbemühungen von Bankmitarbeitern und direkten Ansprechpartnern.

Forrester liefert auch ein paar Empfehlungen für IT-Services um die Konversionsraten im online Marketing zu verbessern:

  • Interaktive Hilfen durch Feedbackkanäle.
  • Vertrauen schaffen durch Zertifikate.
  • Promotion des online Kanals durch die schnellere und günstigere Anwendung.

Die Filiale als das kleinere Übel?

Auf der einen Seite wählen die Kunden zwar die Filiale auf der anderen Seite sind 70% der Bankkunden mit deren Leistungen sehr unzufrieden. Das hat die Unternehmensberatung Booz Allen Hamilton in einer Studie herausgefunden. Die Studie zeigt, dass die Investitionen der deutschen Banken in neue Vertriebskonzepte und Produkte “nicht ausreichend” waren. Nach wie vor gibt es

  • unangepasste Beratung und fehlende Kompetenz,
  • unverständliche Produkte,
  • schlechte Verzahnung zwischen den einzelnen Vertriebskanälen Telefon, Filiale und Internet,
  • mangelnde durchgehende, langfristige Begleitung durch den Kundenbetreuer,
  • Fehlen von Ansprechpartnern bei Fragen im Online-Banking,
  • fehlende Differenzierung der verschiedenen Kundensegmente,
  • Vernachlässigung des Segments der 3 bis 5 Mio. gehobenen Privatkunden mit einem Vermögen zwischen 100000 und 500000 Euro, obwohl es mit über 600 Mrd. Euro fast ein Drittel der investierbaren Vermögenswerte bildet.

Auch die Ergebnisse des aktuellen Bankentests des manager magazin mit über 6000 befragten Kunden sind ernüchternd, “die Liste der Ärgernisse ist beinahe endlos - und die Fantasie der Finanzfirmen beim Abrechnen von Gebühren kennt kaum Grenzen”.

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  1. 2 Kommentar(e)

  2. Von Mario am
    Strict Standards: mktime(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 14

    Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 23

    Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 25

    Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 27

    Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 28
    26. September 2008
    | Antworten


    Deprecated: preg_replace(): The /e modifier is deprecated, use preg_replace_callback instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-content/plugins/coolplayer/coolplayer.php on line 134

    Deprecated: preg_replace(): The /e modifier is deprecated, use preg_replace_callback instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-content/plugins/coolplayer/coolplayer.php on line 135

    Deprecated: preg_replace(): The /e modifier is deprecated, use preg_replace_callback instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/formatting.php on line 74

    Vor ein paar Jahren konnte sich auch kein Mensch vorstellen, dass es irgendwann selbstverständlich ist, Reisen übers Internet zu buchen oder online einzukaufen. Ist also vermutlich nur eine Frage der Zeit, bis das bei Finanzprodukten auch so ist. Bei meiner Direktbank ist der Internetauftritt schon sehr informativ und im Zweifel bekomme ich auf Fragen per Mail zügig Antwort - schönes weltweites Netz ;)

  3. Von Bingo am
    Strict Standards: mktime(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 14

    Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 23

    Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 25

    Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 27

    Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 28
    24. Oktober 2009
    | Antworten


    Deprecated: preg_replace(): The /e modifier is deprecated, use preg_replace_callback instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-content/plugins/coolplayer/coolplayer.php on line 134

    Deprecated: preg_replace(): The /e modifier is deprecated, use preg_replace_callback instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-content/plugins/coolplayer/coolplayer.php on line 135

    Deprecated: preg_replace(): The /e modifier is deprecated, use preg_replace_callback instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/formatting.php on line 74

    Ich kann es nachvollziehen….

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  2. Strict Standards: mktime(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 14

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    Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 25

    Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 27

    Strict Standards: date(): It is not safe to rely on the system's timezone settings. You are *required* to use the date.timezone setting or the date_default_timezone_set() function. In case you used any of those methods and you are still getting this warning, you most likely misspelled the timezone identifier. We selected 'Europe/Berlin' for 'CEST/2.0/DST' instead in /homepages/3/d24003326/htdocs/bank-zweinull/wp-includes/functions.php on line 28
    10. März 2008: banken-infos » Blog Archive » Re: was ist denn dann bitte noch die kernkompetenz einer bank? - Die Deutsche Bank lagert weiter aus
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