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Banking and Cards Research
Digging into the Customer Experience: Banking and Credit Cards
Corporate Insight’s Bank Monitor, Credit Card Monitor and Small Business Card Monitor provide ongoing coverage of the products, websites and overall customer experience offered by the nation’s leading banks and card issuers. Our value-added banking and credit card research digs deeply to evaluate the retail and small business customer experience.
|Card Rewards Sites|
Every CCM firm offers its universal rewards card holders a rewards section or site, where users can easily redeem their earnings for merchandise, gift cards and other reward options. Many firms have begun to move past offering simple redemption portals, however, augmenting their sites with travel scheduling tools, dinner reservation features and the ability to earn accelerated points by spending via the site.
With these and other aspects of sites now largely uniform throughout the industry, new sets of rewards features â€“ like the ability to schedule a travel itinerary directly from a rewards site â€“ are now the differentiators between firms. Beyond helping to differentiate between firms, these advanced features are signs of where rewards sites may be heading in the future.
With many advanced capabilities offered on rewards sites, co-branded partnerships are important for both providing a feature and adding to its cachet. Two firms use a partnership with Amazon to provide merchandise. Similar partnerships are leveraged in various ways at other firms, with many promoting a link to Expedia or Travelocity for travel booking.
This report also expands on the following key findings:
Segment: Credit Cards