eCommerce and the Shifting Customer Landscape

Ryan Miles

Vice President eCommerce Channel Manager

• 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

:Navigating eCommerce Channels

eCommerce

Channels

Mobile Banking

Text Banking

Elan One Card

Online Banking

Merchant Processing

Credit Cards

Debit Cards

Mobile Deposit

ezDeposit

: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.

2015: Beacon Customer Landscape

NetTeller Mobile

49%

Debit Card 24%

ATM 2%

Check 8%

ACH 10%

Wires Teller

6%

Bankline 1%

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

: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

• Segmented Direct Mail • Strategic Email • Product specific Website and

NetTeller ads • Google Adwords • Newsletter features • Staff training and incentives

:Credit Cards

356 360

419

320

330

340

350

360

370

380

390

400

410

420

430

2013 2014 May-15Relationship Value:

approx $85 per card per year

:Merchant Processing

42

40

48

36

38

40

42

44

46

48

50

2013 2014 May-15Relationship Value:

approx $400 per account per year

:Debit Cards

2003 1955 1987

213 233 249

0

500

1000

1500

2000

2500

Active Debit Cards

RetailCards

BusinessCards

Relationship Value: approx $102 per Active Retail card

$298 per Active Business card

:Questions?