For the past decade, the number of customers using the Web to manage their bank accounts and policies and to research and buy financial products has grown steadily. For many customers, the Web has already replaced bank branches, financial advisors, and insurance agents as the heart of their relationship with their financial providers. For example, in the Netherlands and Sweden, less than one in 10 consumers go into a branch on a monthly basis — they do most of their banking activities online or, increasingly, on mobile phones..
But this doesn’t mean that these consumers don’t need support. Forrester’s European Technographics® Financial Services Online Survey, Q4 2011 shows that although uptake of money management tools is still low in Europe, already one-third of online Europeans are interested in tools that will give them more insight into their spending.
Last Sunday my washing machine broke down. And for a family with young children, a washing machine is right up there with shelter and food in Maslow's hierarchy of needs.
As the shops are closed on Sundays in the Netherlands, I turned to the Internet to look for a new one. And because I wasn't very satisfied with my old brand, I was looking for another with similar features but (hopefully) better quality. Within minutes I was completely lost in washing cycles, special programs, and all the other fancy features washing machines have nowadays. I clicked picture after picture, trying to enlarge to see the controls, with little success. But I was saved by video. I came across a site that shows a video of each of the products they sell — how they work, what they do, the control panel, explaining what the fancy features mean, and so on. This information, together with the price, helped me decide which washing machine to buy (at that site, of course).