Another aspect of successful e-marketing is brand management. Owing to security
issues and perceived fraud threats many customers only deal with trusted brands in
online environments. For this reason, well established banks often outperform new
Internet only banks. For new entrants to the e-banking market, building a trusted
brand may therefore require considerable effort and resources. To build a new ebrand, an appropriate logo & key message should be developed. Customers can
be focused on a range of services related to the site. Usage can be made accessible
and easy to operate. To build trust in a new brand, banks need to take a number
of steps which are described in an earlier section. Building an e-brand is not just a management challenge, all levels of the organizations, its customers and intermediaries need to be involved in this process. Verma & Agarwal (2004) propose an
outline, summarised in Table 5.6, of what each level of management should do to
effectively contribute in e-brand development.