As you consider developing or refining your strategy for providing clients online access to their accounts, remember to include the comments of “power users” in the process. Power users—your clients who really use and embrace the technology—can provide a wealth of information that will assist you with designing your strategy. Power users will help you understand what matters most with accessing their accounts online and even more important, how to communicate the benefits. They can teach you a lot about what are the main tools and features that they use online to review their financial information. Power users are also the clients who find the unique features and benefits that the casual user will easily overlook and never realize are available. One word of caution though: Power users can be very passionate about their ideas. Therefore, get ready to listen and take some detailed notes. It will be well worth your time.
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