1. eCommerce and the
Shifting Customer Landscape
Ryan Miles
Vice President
eCommerce Channel Manager

2. • What is eCommerce? Manager’s responsibilities
• How has the customer landscape changed
• Why is this important to Beacon Bank?
• Beacon Bank’s eCommerce strategy
• Revenue opportunities

3. :Navigating eCommerce Channels
eCommerce
Channels
Mobile
Banking
Text
Banking
Elan One
Card
Online
Banking
Merchant
Processing
Credit
Cards
Debit
Cards
Mobile
Deposit
ezDeposit

4. :eCommerce
Responsibilites
1. Increase our visibility and awareness with our
eCommerce services bank-wide and in our
target market areas.
2. Capitalize on increased awareness to grow
our eProducts and eServices, enhance customer
loyalty, and ultimately grow Beacon’s ongoing
fee income.

5. 2015: Beacon
Customer Landscape
NetTeller
Mobile
49%
Debit Card
24%
ATM
2%
Check
8%
ACH
10%
Wires
Teller
6%
Bankline
1%

6. is this important?
Being able to quickly adapt to changing
customer behavior and changing technology
provides us the opportunity to:
• Attract new business
• Enhance existing customer loyalty
• Grow fee income
• Remain relevant in the marketplace

7. :Strategy
1. Review our product mix, negotiate vendor
relationships, and understand product profitability
2. Evaluate current marketplace and customer
demand, SWOT analysis
3. Staff product and sales training
4. Strategic direct marketing and communication
strategy
5. Eliminate barriers in the customer experience

8. • Segmented Direct Mail
• Strategic Email
• Product specific Website and
NetTeller ads
• Google Adwords
• Newsletter features
• Staff training and incentives

9. :Credit Cards
356 360
419
320
330
340
350
360
370
380
390
400
410
420
430
2013 2014 May-15
Relationship Value:
approx $85 per card per year

10. :Merchant Processing
42
40
48
36
38
40
42
44
46
48
50
2013 2014 May-15
Relationship Value:
approx $400 per account per year

11. :Debit Cards
2003 1955 1987
213 233 249
0
500
1000
1500
2000
2500
Active Debit Cards
Retail
Cards
Business
Cards
Relationship Value:
approx $102 per Active Retail card
$298 per Active Business card

12. :Questions?