Wells Fargo Launches Much-Needed Personal Finance Tool: ATM Cash Tracker
While full-functioned personal financial management (PFM) has its strategic advantages, the truth is that most consumers will never use a financial tool that takes longer than the length of a YouTube video to figure out (note 1).
That’s why I’m a big fan of what Wells Fargo has done with My Spending Report, a drop-dead simple method for periodically seeing how out-of-control your spending is. All you do is click on the appropriate tab within online banking and bang, you are instantly looking at a pre-categorized spending analysis. Let’s call it one-click PFM.
ATM Cash Tracker (press release), the newest tool from the bank, is similarly simple to set up and use. Although it’s initially designed for ATM users, the concept would work well online and even better via a mobile app.
Wells customers can add a Cash Tracker button to their personalized ATM menu (see first screenshot). When selected, the new tool will reveal the total cash withdrawn during the current month along with the average during the past 12 months. It tracks only cash withdrawn from Wells Fargo ATMs.
That’s a great ATM innovation, but it will be even better when extended to mobile/online and applied to all cash use. As soon as I take money out of any machine (not just Wells Fargo) or receive cash back at the POS, my total cash use should be reflected on an online/mobile widget along with historical comparison. And users should have the option to tag the cash with spending categories to help assign it to the proper My Spending Report bucket.
And for users opting for emailed ATM receipts instead of paper ones (note 2), the Cash Tracker totals could be added to the virtual receipt (see second screenshot).
Wells Fargo personalized ATM menu
Note: New ATM Cash Finder not shown
Wells Fargo customers can choose to have their ATM receipt emailed
Note: Option E (below) allows users to hide their account balance from showing on the ATM screen.
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Notes:
1. And I’m one of those people, so this is not meant to be a condescending remark. Just a fact.
2. Wells Fargo released the ATM e-receipt option in June (press release)
3. Photo credit: Colin/thetruthabout
4. For more on online personal financial management (OFM), see our recent Online Banking Report.
FinovateEurope 2011 Demo Companies Revealed
After months of reviewing applications from leading fintech companies, we’re incredibly excited to reveal the firms selected to show off their latest and greatest technology innovations at the first FinovateEurope.
The companies are geographically diverse (coming across Europe, North America and Asia) as well as diverse in the areas that they’re innovating on (everything from online banking to security to marketing to online identity to ecommerce to investing to PFM).
On February 1st, 2011, the following companies (HQ locations in parentheses) will take the stage in London along with our guest host Chris Skinner:
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If you’d like to attend the event and watch the future of European fintech debut on stage, you’ll be joining executives from organizations like Santander, Deutsche Bank, PayPal, Forrester, CIBC, TSYS, Microsoft, Accel Partners, Rabobank, ING, BBVA, Standard Chartered, PostFinance, Raiffeisenbank, Celent and many more.
Buying your ticket before December 22nd will get you the early registration ticket price (a £100 discount) and it will also ensure your attendance at the event. We had capacity crowds at the last two Finovate conferences and ticket sales are strong for this event as well. We hope to see you in February in London!
FinovateEurope 2011 is sponsored by: BlueRock Consulting, Microsoft, Santander & The Bancorp
FinovateEurope 2011 is partners with: 154 Consulting, BankerStuff, CardWeb, Banking Automation Bulletin, Finance on Windows, The Financial Services Innovation Centre, PYMNTS.com & theStartup.eu.
FinovateEurope 2011 Demo Companies Revealed
After months of reviewing applications from leading fintech companies, we’re incredibly excited to reveal the firms selected to show off their latest and greatest technology innovations at the first FinovateEurope.
The companies are geographically diverse (coming across Europe, North America and Asia) as well as diverse in the areas that they’re innovating on (everything from online banking to security to marketing to online identity to ecommerce to investing to PFM).
On February 1st, 2011, the following companies (HQ locations in parentheses) will take the stage in London along with our guest host Chris Skinner:
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If you’d like to attend the event and watch the future of European fintech debut on stage, you’ll be joining executives from organizations like Santander, Deutsche Bank, PayPal, Forrester, CIBC, TSYS, Microsoft, Accel Partners, Rabobank, ING, BBVA, Standard Chartered, PostFinance, Raiffeisenbank, Celent and many more.
Buying your ticket before December 22nd will get you the early registration ticket price (a £100 discount) and it will also ensure your attendance at the event. We had capacity crowds at the last two Finovate conferences and ticket sales are strong for this event as well. We hope to see you in February in London!
FinovateEurope 2011 is sponsored by: BlueRock Consulting, Microsoft, Santander & The Bancorp
FinovateEurope 2011 is partners with: 154 Consulting, BankerStuff, CardWeb, Banking Automation Bulletin, Finance on Windows, The Financial Services Innovation Centre, PYMNTS.com & theStartup.eu
Cardlytics Partners with ClairMail to Take Merchant-Funded Rewards Mobile
One of the best innovations to come out of this recession is in-statement, merchant-funded rewards. First-mover Cardlytics launched at last year’s BAI Retail Delivery (see post).
A year later, it was already reaching 30 million consumers through relationships with more than 100 card-issuing banks and 100 merchants (see notes 1, 2). That’s unheard of growth in financial services. If just one-third of the 30 million customers look at their statements each month, Cardlytics would have more unique visitors than Groupon (note 3), which has been called the “fastest growing company ever.”
We’re not saying Cardlytics has anywhere near the $60-70 million in monthly revenues attributed to Groupon, nor the $6 billion valuation. But enough similarities can be seen in their business models that I’d be very, very happy if I were an early Cardlytics investor (note 3). For example:
- Both earn revenue directly from merchants who pay only when sales are made
- Both leverage online channels to deliver significant discounts to targeted users
- Both are first movers with aggressive growth tactics
And Cardlytics is different too:
- Cardlytics focus (for now) is national merchants, whereas Groupon is closely associated with local merchants (but is adding national merchants)
- Cardlytics can target much more precisely and keep offers out of the hands of the merchant’s existing customers, a huge and unique benefit
- Cardlytics does not need to market its own site to consumers; it rides on the coattails, and leverages the trust, of its banking partners
Mobile opportunity
Cardlytics operates at the intersection of payments and advertising. And while the online card statement is the place to be in 2010 (see screenshot below), clearly the future for any shopping-related service is mobile.
Although no specific products or partners were revealed, the startup signaled its intention to go mobile with its ClairMail partnership announced today (press release).
Cardlytics example: in-statement McDonald’s offer made to Burger King customers
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Notes:
1. Cardlytics will be demoing the latest innovations in its service at our Finovate Europe conference on Feb. 1, 2011.
2. BillShrink won a Best of Show award at Finovate Fall for its take on the concept (video).
3. On the strength of its early growth, Cardlytics landed a huge $18 million C-round in August.
4. According to Compete, Groupon had more than 8 million unique U.S. visitors in October.
Out of the Inbox: Cascade Bank Drives Customers to Branch with One-Day iPad Giveaway
I’ve long been an admirer of Cascade Bank, a $1.7 billion bank headquartered in Everett, WA. A friend was marketing director there for a number of years, and I learned a lot from her about community bank marketing and management.
While I used to have a mortgage at Cascade, I don’t have any accounts now; hence, the email I received earlier this week. The bank invited prospective customers to come to one of its 22 branches (today only) and enter their name in a drawing to win an iPad. Five iPads were being given away bank wide.
And while in the branch, hoping to pick up a free ipad, the bank dangled an attractive duffel bag in front of visitors as a premium for opening a new checking account. And Cascade promised to drop an extra $25 in your account if you traded in your old check register from the competition.
Bottom line: Thanks to the iPad and some great graphic design, the mailing had a stunning visual, good title, and compelling offer. Excellent work.
Email announcing the giveaway (received 30 Nov. 2010)
Cascade Bank homepage (3 Dec. 2010)
Landing page pitches free checking with duffel bag premium and $25 bonus
Note: For more ideas, see Online Banking Report: Growing Deposits in a Digital Age.
GoalMine Launches Gift-Card-Based Social Savings Program
Wells Fargo is Not Accepting Credit Card Applications Online from Non-Customers
You know there are still improvements to be made in the channel when the fourth largest bank in the country doesn’t accept online credit card applications from non-customers. (Update, 3 Dec.: Apparently, this is a long-standing Wells Fargo policy, not a reaction to the recent credit market; see second comment.)
Consumers applying for a credit card at the Wells Fargo website are first asked if they are current Wells or Wachovia customers (see first screenshot). If the answer is “no,” then they are out of luck. The bank won’t allow an application online (note 1). They won’t even take a secured card application.
And the bank expends little effort trying to convert these would-be applicants into deposit customers. There is no link to the online checking account app, just a small text link to the bank’s location page where customers are encouraged to look for a branch to try their luck at the new-accounts desk.
Analysis: I understand that it’s costly to process applications when only a small portion are approved. And customer ill-will generated by credit declines is also bad for the brand (something that I’ve recently had first-hand experience with).
But surely there are better alternatives than simply slamming the door on non-customers. For example, Capital One and Discover allow applicants to find out if they are on a “preapproved” list before applying (previous post). That, plus educational messages, could help slow the flood of unqualified applicants.
Wells Fargo’s credit card application screens applicants by asking if they are current customers (link; 2 Dec. 2010 from Seattle ISP, Firefox 3.6.12)
Non-customers are uninvited to apply
Note: Highlights are ours
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Note:
1. A friend in Texas told me about this earlier this week and sent me a screenshot to prove it. I thought it might be a regional thing, but I got the same message when I tried to apply from my Washington IP address. And I am a Wells Fargo customer, so they must not be consulting cookies when delivering this message.
PayPal Launches Advantage Program for Frequent Buyers
When it comes to online marketing, I’m a sucker for rewards programs, sweepstakes, and the rarest of the rare (at least at financial institutions), premium/VIP services. So I was pretty thrilled when I got an email from PayPal two weeks ago with this headline (see first screenshot):
Jim, welcome to PayPal Advantage
According to the email, I qualified by spending $5,000 in the past 12 months (no problem considering we use PayPal to pay several business suppliers). The email included a $10 gift certificate for use with any eBay purchase (through 20 Dec.).
Taking a page from airline companies, PayPal’s main account page now contains a progress bar showing how much you need to spend to qualify for another year of Advantage membership (see last two screenshots).
The website lays out the PayPal Advantage benefits (link):
- Cut to the front of the line when calling customer service
- “Advantage hotline” phone number
- Premium support via “most senior U.S.-based customer service specialists”
- Faster dispute resolution
- Exclusive events with executives meet-and-greets
- Advantage member community/forum (coming soon)
- Advantage member email newsletter (received one issue on 19 Nov.)
- First to hear about the best shopping deals
Analysis: While none of the above is as exciting as the free travel rewards big-spending credit-card customers are accustomed to, these softer benefits are not as expensive either. And receiving recognition, combined with the red-carpet treatment from your financial provider, is an unexpected surprise and excellent customer-retention tool.
Welcome email with $10 certificate for any eBay purchase (17 Nov. 2010)
Interstitial displayed at login (27 Nov 2010, 1 Dec 2010)
PayPal Advantage landing page (link)
PayPal Advantage benefits page (link)
Widget on main page shows progress towards Advantage status
Details page showing specific progress
Summary box close up
New Online Banking Report Published: Paperless Finance, Banking & Billing
When I first began writing about online banking in 1995, there were many unknowns. But by the late 1990s, most people were pretty sure of three things:
- Online would trump the ATM, call center, and branch for routine information queries and simple transactions.
- Alerts would keep users informed of account activity and status.
- Bills would be paid online and delivered the same way.
Most of this vision has come to pass. The only holdout is bill/statement delivery, which has remained stubbornly paper-based, despite a decade of trying to coerce consumers to do without the paper security blanket.
Paper bills and statements are an enormous waste of resources, costing $40 billion or more annually in paper and postage. Plus, there’s all the time customers spend storing, sorting, and rummaging through paper statements. And there’s the tens of thousands of calls to customer service that could have been avoided with better organization.
But consumers will continue to cling to the paper until there are:
A.) Clearly better alternatives
and/or
B.) Tangible incentives to turn off the paper
Both of these themes are addressed in the latest Online Banking Report (link). Financial institutions, situated at the intersection of the bill and the payment, are in a great position to drive paper out of the system. But so far, it’s not happening as fast as it should.
Doxo, which launched an ebilling hub last month, could be the catalyst for change, at least on the billing side. It’s encouraging to see two billing innovators, Sprint and Kansas City Power & Light teaming with the startup, even before the service gets out of private beta (see previous posts).
So what can you do to take part in the inevitable movement away from paper? Read our latest report for 34 ways to convince customers to part ways with paper.
About the report:
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Paperless Banking & Billing (link)
Cloud computing combined with mobile capture mark
the beginning of the end of paper statementsAuthor: Jim Bruene, editor & founder
Published: 26 Nov. 2010
Length: 40 pages
Cost: No extra charge for OBR subscribers, $495 for others here
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Service Credit Union Doubles Up on Black Friday Hoopla, Also Promoting Cyber Monday Offers
ING Direct ran a slew of Black Friday offers again this year (see screenshots below; last year’s coverage). And they weren’t the only one. Service Credit Union also ran a homepage-dominating ad for its 6 AM-to-noon “doorbuster deals” today:
- 10% APY 3-month CD with maximum deposit of $1000…$23 in extra interest compared to its regular CD (pre-tax)
- Fee-free Visa gift cards (limit 5)
- 1% rate reduction on new personal loans
- $25 Visa gift card for opening a new credit card
- Unspecified “in-branch checking account specials”
The credit union’s U.S. branches opened at 6:00 AM to mimic the retail craziness on the day after Thanksgiving. Specials were available until noon only, and all required a branch visit to redeem.
I was going to say something about the lack of online-redemption options, but luckily I checked back after noon and found that a Cyber Monday promotion had taken the place of the Black Friday ad. Online users are being offered similar specials on this coming Monday (aka Cyber Monday):
- 7% APY 3-month CD with $1000 max deposit (a $17 interest bonus)
- $100 bonus for opening a new checking account (requires direct deposit and estatements)
- $25 Visa gift card for opening a new credit card
- Free personalized credit card design for first 100 members ($9.95 value)
- $25 Visa gift card for a referral
Bottom line: The dual promotion was a clever way to involve both online and in-branch members.
Service Credit Union placed a bold advertisement on its homepage promoting its Black Friday deals (10:00 AM Pacific, 26 Nov. 2010)
Later in the day, the CU posted Cyber Monday specials on the homepage (1:00 PM Pacific)
Landing page (link)
ING Direct homepage on Black Friday (26 Nov. 2010)
Landing page (link)
Note: Offers are good for the entire weekend
Don’t Forget to Give Thanks
I’ve critiqued hundreds (thousands?) of financial websites, emails, and other marketing messages. And one area that continues to be overlooked is the simple thank-you after your customer completes a transaction. I was reminded again today when testing Bank of America’s paperless statement process (see note).
After following the simple one-click form to go paperless (see first screenshot), I received a confirmation screen (second screenshot). While it was relatively well designed, the bank neglected to thank me for saving them $10+ annually by going green.
Bottom line: The overall experience was good, so the lack of a final thanks isn’t a big deal. However, all these little things add up into an overall brand impression.
Bank of America’s simple process for switching to paperless credit card account management (24 Nov. 2010)
Confirmation screen neglects to thank customer
Note: In the next few days, we’ll have a new Online Banking Report available dealing with paperless banking: electronic statements and ebilling.