Bank of America’s "Paid Placement" at Verizon Wireless Bill Payment

Update: It turns out that this was NOT a paid placement, but a joint marketing program. See April 27 post here.  

Here's an interesting twist on marketing bill payment services, Bank of America's  presence  on the Verizon Wireless post-login account page (see note 1). Here's how it works, according to a long-time reader and Verizon customer:

When Verizon wireless customers log in to their Verizon account online, the main page has a banner encouraging them to pay their bills at Bank of America's online billpay site (see below). Verizon also hosts a page on the benefits of paying through Bank of America and a link to the bank's login screen (see below).

I haven't seen this before, but since it all takes place behind Verizon's login, it's not visible to the outside world. I checked out the Verizon website this morning and Bank of America is not mentioned in the public areas. Has anyone seen this at other merchant sites? Leave a comment or email jim@netbanker.com.

Analysis
Everyone assumes that merchants want the bills paid directly on their site to maintain full control of the customer relationship. But evidently, even large merchants can be convinced to share the payment relationship if given proper incentives. 
 

Bank of America Banner on Verizon Main Account Page

Verizon Wireless account page with BofA billpay


More-info Page Hosted by Verizon Wireless

Verizon Wireless pitch for BofA bill pay  

Note:

1. I am assuming Bank of America is paying for the linkage; but it could be a joint marketing relationship where the bank pitches Verizon Wireless services in return for the exposure. The screenshots were submitted in early April.

Future Friday: Verity Credit Union’s Earth Day Tie-in

It's quite likely that energy consumption and environmental issues will grow in importance over the remainder of this decade and well into the next one. Financial institutions can play a positive role in promoting environmental causes both by their actions, such as Vancity's pledge to be carbon neutral by 2010, and by offering products that reduce paper consumption, such as eStatements and electronic payments (note 1). 

Seattle's Verity Credit Union <veritycu.com> demonstrates another approach: offering an environmentally friendly premium for home equity applicants. The free compact fluorescent light bulbs are relatively low-cost but have a lasting value to the customer. Finally, the credit union wraps it all up neatly with a tie-in to the upcoming Earth Day (see homepage screenshot below and note 2).

Verity Credit Union homepage

Notes:

1. Because saving paper also saves the bank money, be just a bit careful that you don't come off as overly self-serving when promoting estatement options. Passing on some of the savings to the end-user and/or donating a portion of the savings to a good cause, could ease any criticism you might get.

2. The Earth Day promotion was one of five promotions offered in the main ad box, accessed via a Seattle IP address at 4 PM April 20, 2007.   

Online Banking and Marketing Statistics from Net.Finance

Net.Finance 20007 landing page Since I'm a numbers junkie, whenever I'm at a conference, I try to note as many meaningful statistics as possible. By meaningful, I mean a number that provides an outsider with some insight into the business. Merely saying, "we beat our expectations by 63%" does NOT qualify, unless the speaker also shared their expectations. 

The flow of numbers was about a bit below average during the three days I attended Net.Finance, but the two professional researchers on the agenda, Jim Van Dyke of Javelin Strategy and Asaf Buchner of Jupiter Research, delivered slides chock full of statistics. I will check with them to see if they are willing to share with our readers. 

Here's some of the nuggets buried in the presentations from the other experts on stage: 

Most Eye-Opening Stat

  • Link to Prosper homepageDuring the past 14 months, more than 280,000 messages have been posted on the Prosper.com discussion forum, according to CEO Chris Larsen (see here for Colin Henderson's complete notes on this session).

    My take: That's an amazing level of consumer engagement with the new lending platform. To put that in perspective, Wells Fargo's Student Loandown blog has received 98 total comments during its eight months online.

Best Stat to Drop in a Business Case:

  • Link to VerityCU homepageShari Storm, CMO, Verity Credit Union, said that 1% of its new members named the blog when asked how they heard about Verity; the new members had an average of 2.7 accounts with $9,000 in deposits and $11,500 in loans (excluding mortgage); furthermore, the CU's blog, launched in Dec. 2004, now has 1,000 readers (see here for Colin Henderson's complete notes on this session)

    My take: While I don't recommend trying to turn this single data point into an ROI calculation, it's the first time I've heard a financial exec say something about blogging that the finance folks will appreciate (chalk up another first for Verity).

Stat that Most Contradicts My Previous Position:

  • Link to Vancity's changeeverything blogVancity's ChangeEverything.ca blog, launched commercially in Sept 2006, now has 1,000 registered users who've generated more than 2,000 blog entries and comments; in total, the site has had 45,000 unique visitors according to William Azaroff, Interactive Marketing Manager (see here for Colin Henderson's complete notes on this session)

    My take: Despite my reservations about whether it would gain traction without a financial services perspective (see our Online Banking Report on Bank 2.0 here), Vancity's unique blog has gained a small, but growing, worldwide following, and, more importantly, has contributed measurably to Vancity's efforts to help its community and create positive brand positioning for the CU. Nice work.  

Blogging/Podcasting:

  • Key Bank's most popular podcast, top stock picks by John Caldwell, has recorded 70,000 visits and 12,000 unique users, according to Interactive Marketing Manager Mickey Mencin
  • Colin Henderson, BankWatch blogger and former BMO exec, mentioned that 39% of Canadians are now reading blogs 

Online Marketing:

  • Colin Henderson also cited Forrester findings that 50% of recent financial buyers did 100% of their research online; 30% performed both on- and offline research; and just 20% conducted all the research offline. In Citibank's late 2005 new checking account promotion, the bank gave away 275,000 iPods, according to Charles DeFelice, SVP customer information environment (it wasn't specified if this was the POTENTIAL or ACTUAL number given away, since consumers had to follow through with a number of electronic activities over a period of months in order to qualify for the freebie
  • Jon Kaplan, head of Google's financial services group, said that 60% of Google users have a personalized (Google) page and that 20% of Google search volume originates from these pages
  • GE Money's SVP of Strategy Vincenzo Picone said the company has 300 million customers with $190 billion in assets across 54 countries which led to a net profit of $3.5 billion in 2006; the company has 2010 targets for 300 million unique visitors; $20 billion in online originations and 1 billion transactions via the online and mobile channel
  • U.K.'s Lloyds TSB experienced a 71% revenue lift (against a control) on its homepage by implementing Touch Clarity's (now Omniture) targeted ad server which uses a number of variables to determine which ads should be shown to an individual visitor; according to Omniture's Brent Hieggelke who showed results from a case study presented by Lloyds TSB at a recent conference

Mobile Banking:

  • Jennifer Vos, director of Citi Mobile, Citibank's new mobile banking service, said that one-third of current Citi customers have input mobile phone numbers into the bank's alert system; furthermore, the new mobile offering was piloted by 100 employees, who have recently been joined by another hundred users in the southern California market

Small Business Banking:

  • Wells Fargo has 150,000 "very active" small-business online banking users according to Eskander Matta, SVP of internet services group; businesses are making $45 million in payments per month with the bank's DirectPay servic
    e launched just a year ago

Branding:

  • 94% of ING Direct's customers would recommend it to a friend, according to John Owens, Head of Marketing

Online Banking:

  • Customer satisfaction in online banking, while on the rise, still trails online retailing by five percentage points, 78% vs. 83%, according to Larry Freed, CEO Foresee Results

Zopa Provides Update on U.S. Launch Plans

Zopa email 19 April 2007 update on US launch plans Without providing specific dates, Zopa sent an email to its house list today providing a progress report on its upcoming U.S. launch (see inset). The person-to-person lending exchange now expects a national launch rather than the state-by-state approach previously announced.

The company said it's completed its site redesign, underwriting system, ID verification system and product lineup. And signaling the importance of its U.S. launch, Zopa named a new CEO, Doug Dolton, who will run both the U.S. and U.K. operations out of San Francisco.  

The email raised more questions about the exact business model to be employed, saying only that it's "made adjustments to Zopa necessary for launching in the U.S." Zopa has been talking to credit unions about partnering, but no announcements have been made (previous coverage here).

Intuit Scores Viral Hit with The Tax Rap

Link to Intuit's webpage At WBR's Net.Finance conference yesterday, Jon Kaplan, head of Google's Financial Services Group, showcased ways to work with Google that were NOT related to search. He showed some cool and free ways to showcase your brand on Google Earth, Google Gadgets, Google Calendar, and more. We'll look at those in future posts, but by far the most entertaining example is Intuit's refreshingly creative TurboTax Rap promotion.

The company sponsored a contest that ended on the traditional U.S. tax day, April 15, that offered a top prize of $25,000 to the best YouTube video featuring TurboTax. Intuit also gave the first runner-up $5,000 and the third place video $1,000. And anyone who uploaded a video entry received a free copy of TurboTax. Intuit hired 1980's rapper Vanilla Ice to do the intro and announce the winner.  

To promote the contest, Intuit created a special-purpose website (see screenshot below) and built a YouTube page (see below). The winning entry, showcased on Intuit's YouTube page, has more than 250,000 views. That's enough to put it on YouTube's most-viewed page (currently, it's number 13 on this week's most viewed), which really turbocharges the viewership. In comparison, the two runner-ups have less than 9,000 views.

This is brilliant work by Intuit. Although it was a costly promotion, it was still less than a major print buy and more importantly, it introduced the TurboTax brand to a whole new group of younger customers who'll be buying tax software for many decades. It will be interesting to see if Intuit makes this an annual event.

YouTube page  <youtube.com/thetaxrap>

Intuit's TurboTax Rap YouTube homepage

Website home <turbotax.intuit.com/taxrap>

Turbotax rap home page at Intuit

Mobile Money & Payments 2.0 Released: The Latest from Online Banking Report

Mobile Money & Payments 2.0 from Online Banking ReportOur parent publication, Online Banking Report, has just released its latest in-depth report: Mobile Money & Payments 2.0: Why credit & debit card issuers should embrace mobile delivery now

  • Link to the full report here
  • Link to the abstract here

The report builds on last month's Mobile Banking Report (report here), this time looking at the rollout of mobile payments in North America. The report recommends tactical and strategic options for financial institutions both in the short-term and into the next decade. In addition, several innovators are highlighted including Obopay, PayPal Mobile, and NTT DoCoMo.

The Title Says it All: "Online Banking: Protecting the Earth and Yourself"

A few days after our recent post on pro-environment banking programs (here), we were greeted with this headline in yesterday's Seattle P-I:

Seattle PI article on online banking benefits

The tide has definitely turned in media perceptions of online banking. Here's a short history of the mass media view of online banking:

1994 to 1997: Sounds good, but what is it?

1998 to 1999: All things online are great

2000 to 2002: All things online are over-hyped

2003 to 2006: Is it really secure?

2007 to ???: Protecting the earth and yourself 

Naturally, I think online banking is great, but I never expected to see it elevated to motherhood-and-apple-pie status. The PI article (here) uses recent NACHA and Javelin numbers to recommend online banking both for its paper-saving and identity-theft prevention benefits. Time Magazine (April 9 issue) also listed "paying your bills online" as one of 51 things consumers can do now to help the environment (here).

However, Time might need to beef up the math skills on its fact-checking team. The article says paying all bills online would save 1.6 billion tons of paper. That would be more than 2,000 pounds every month for every U.S. household, even I don't get that much junk mail. I'm guessing they meant 1.6 billion pounds not tons, which would be about 15 pounds of bills per year per household.  

Buxfer Showcases Personal Finance 2.0 Features

As Web 2.0 meets personal finance (see note 1), we are seeing for the first time, tiny one- and two-person startups entering the online banking and personal finance space. Back in the bubble days, there were numerous startups such as X.com, dotBank, and PayMe, but they usually required a bankroll of $10+ million just to push something out the door. Today, an innovative personal finance site can be created in a programmer's spare time (eg. BudgetTracker) or for less than $100,000 if the principals take their salary in stock.  

Despite being overly fascinated with issues of shared expenses, such as splitting the dinner bill (see Buxfer main default page at login below), there is much to be learned from the newcomers (note 2). They tend to be refreshingly designed and clever in their use of modern navigation and communication techniques, something that cannot always be said about typical banking sites.

And the newcomers are also trying to ride the "social networking" wave, and expense-splitting provides a so-called "social money" benefit for use in elevator pitches and press releases. And for couples with his and her checking accounts that divide bills and expenses between the two, expense-splitting features could be a marriage saver. 

Buxfer widgetWe'll be looking at a number of these sites during the next few weeks as we prepare a follow-up to our August 2006 Online Banking Report on Personal Finance 2.0 (link here). Wesabe is the best known of the bunch, having received a considerable amount of press as a social money site. But before we get to them, take a look at one of their competitors, recently featured on TechCrunch (here).

Buxfer is similar in many ways, but has not had near the attention. The company which recently relocated to Silicon Valley as part of the Y-Combinator program, came out of beta in September, but has recently added several new features. 

They have several impressive features that no bank or credit union has offered to date:

  • Login via third party authentication APIs from Google, OpenID, AOL, Yahoo and Facebook; really helps get users past the "do I really want to give this company my personal info" stage (see note 3)
  • Transaction import, via simple browse/upload function (see note 2)
  • Buxfer email transaction entry Transaction input via custom email address: Buxfer provides users with their own email address that can be used to send new transactions into the system (see inset
  • Auto-tagging: users can select any key word in a transaction description and have it auto-tagged, for example, say Fred works for you, and when you have a transaction called "lunch with Fred" you can have it auto-tagged with "business" 
  • File append: You can easily add note or attach files, such as receipts, to individual transactions
  • Widget/gadget that shows expense breakdown that can be displayed directly on the desktop (see screenshot above

Weaknesses:

  • If you enter an email address for someone who you are setting up as a participant in a shared transaction, eg. splitting the dinner tab, Buxfer prompts you to save them as a new contact. In doing so, an automatic email is generated from the user, inviting them to join the service. That's fine, but the user needs to have more control over the invitations. Buxfer's blog provides a work-around, suggesting using something other than an email address, but spamming your friends should never be the default.
  • The main page (screenshot above) focuses on who you owes money to whom, instead of the more common issue of what bills are due and when.
  • No support for transactions. Other than being able to import transaction files that have been previously downloaded from banks and card issuers, it's all manual data entry. Helper tools such as "copy", "repeat entry" and "auto-tagging" help a bit, but to be an effective tool the service needs to integrate more closely with the actual bill and the payment. That's why these companies need to forge close ties with financial institutions to move beyond the outlier Tracker 2.0-user into the mainstream market.

Notes:

1. For more on online personal finance, see our full report on the subject, Online Banking Report #131/132 (here)

2. I suspect the expense splitting priority is a result of founders who are young, single, frugal, and obsessed with tracking personal finance details. They are the types that worry about whether the bar tab was split equally, and go home and code solutions to it, while the rest of their group is sleeping it off.

3. When logging in through a third-party service, users are not required to provide ANY personal info, i.e. there is NO registration process, an amazing experience. 

4. Screenshot of file import:

Buxfer transaction uploads

Banks and Credit Unions Go Green with Paperless Promotions

While many ideas discussed here require significant investment, here's something that any financial institution can do: Go green by supporting the environment through online banking via paper reduction, reduced trips to the bank, and so on.  

Some ideas:

  • Plant a tree: We've seen several financial institutions use this one: A tree is planted whenever a customer signs up for estatements or electronic billpay. The latest to use it, Sovereign Bank and CheckFree today announced a program that donates funds to the National Arbor Day Foundation for setting up new electronic bills (excerpt below, see note 1). Their joint press release (here) contains good background info on the environmental impact of electronic delivery. Bank of America ran a similar promotion last year at this time (news release here, screenshot in note 2, webpage here).
  • As part of the Go Paperless campaign, developed to educate consumers
    about the green-friendly benefits of paperless bills, Sovereign Bank and
    CheckFree will donate $1 to The National Arbor Day Foundation for each new
    electronic bill (e-bill) that customers activate at Sovereign Bank from
    April 1 through May 31, 2007. Each donation will help cover the cost of
    planting one new tree

Bendigo Bank Green program banner

  • Green products: Australia's Bendigo Bank (banner above) and Canada's VanCity CU have entire product lines that encourage environmentally sensitive investment and consumption. Here's the lineup at VanCity:
  • Go carbon neutral: Several banks including HSBC and Bendigo have announced corporate initiatives to reduce carbon emissions or go totally carbon neutral by purchasing carbon offsets. Bendigo even allows customers to buy carbon offsets in its branches or through the mail via a downloadable form (here).
  • Shredding days: This is the perfect springtime event. Invite anyone in the community to drop by the branch to shred sensitive documents, a great post-April 15 event as well. While shredding doesn't help the environment, other than recycling the results, one of the focuses of the event can be eliminating the paper in the first place through electronic statements and bills. During April, dozens of credit unions have shredding days planned, often in conjunction with other April 22 Earth Day activities. For example, Spokane Teachers Credit Union promotes "shred day" at its North Branch with this heading, "STCU helps 'shred' identity theft" (link here).


Note
:

1. The CheckFree/Sovereign program is for e-bills, e.g., bill presentment, NOT bill payment. We missed that the first time through the release.

2. Bank of America's webpage discussing EarthDay 2006 promotion:

Bank of America Earth Day promotion for online statements

Kroger Stocks Aisle 1 with Mortgages, Puts Pet Insurance on a Hang-Tag by the Dog Food

Kroger Personal Finance logo I never understood the fight against Wal-Mart's limited-purpose banking charter. I say let it "enjoy" all the benefits of being a bank: CRA statements, regulatory audits, compliance committees, and endless questions about trigger terms and the alphabet soup of regulations. Maybe a banking charter would have distracted it from going ahead and providing pretty much the same thing, but as a non-regulated retail partner instead of a bank.   

Take Kroger for example. They are entering the financial services arena through their retail grocery stores with a menu of financial products outsourced from other companies (link here; also see note 1 and screenshot below).

According to a story Monday in the Lexington (KY) Herald-Leader (here), the grocer began quietly rolling out the services to its 2400 stores in February. Most of the  services are sourced through various Royal Bank of Scotland units.

Other than deposits, it's a full-service offering including:

  • Credit card issued by RBS National Bank (a unit of Royal Bank)
  • Mortgages through a joint venture with CCO Mortgage (a unit of Royal Bank)
  • Home equity loans through Charter Bank (a unit of Royal Bank)
  • Gift cards issued by Charter Bank
  • Pet insurance through PetFirst Healthcare
  • Identity theft services through Trilegiant's PrivacyGuard

Kroger Personal Finance product line

Analysis
Kroger's product offering seems reasonable and no doubt will have good visibility in the company's stores. But few of these items are impulse buys and much of the success will hinge on whether the Royal Bank phone sales agents can close the deals. The item that has the best chance of earning its keep: pet insurance, a surprisingly popular search term (see Online Banking Report, #95) and one that can be cross-sold effectively with other pet items

Will Kroger Personal Finance be be a success? With low fixed costs, it might turn a nice profit, but probably not nearly as much as the rent that bank clients pay for in-store branches (a core Wal-Mart strategy). But will it impact the industry? Highly unlikely.

I'm sure Wal-Mart will be following this rollout closely. If they find it's working at Kroger, you can bet they'll be doing the same thing within a few years, and probably at much lower prices. So, if you think you've dodged the Wal-Mart Bank bullet, think again. 

Note:

1. The homepage of Kroger's personal finance site <krogerpersonalfinance.com>, is dominated by a pitch for its MasterCard rewards card. The only link so far to the broader offering is the "new products" link hidden on the right leading to the following page <krogerpersonalfinance.com/Max/KPFhome.htm>.

Citi Mobile Launches in Southern California

The long-awaited launch of True Mobile Banking 2.0 (note 1) in the United States happened yesterday with Citibank beginning a limited rollout of its mFoundry-powered downloadable mobile banking service. The service is currently available to Citibank customers in Southern California with nationwide rollout this summer. However, the bank's website today merely says it's "coming soon" (see screenshot below; link here).

The new service is not mentioned on the main Citibank website, unless you use the site search feature (see note 2).

Citi Mobile main page

The single mobile banking page doesn't tell us much we didn't already know (see previous coverage here), other than a few minor details are revealed for the first time:

  • Mobile PIN number is the same as what's used for regular phone banking; PIN numbers can be created online through a link on the mobile page
  • To enroll, users enter their mobile number, carrier and phone model and a link to the downloadable application is sent via text message

A short four-screen demo (below) shows users how to activate the service once it's been downloaded:

           

There was lot's of new coverage on launch day, indicating that Citi made the press rounds prior to launch:

  • Steve Bills from American Banker chimes in with a brief piece using consultant Richard Crone as a reality check on Citi's PR material (here)
  • Eileen Alt Powell put this out on the AP Wire
  • Time even picked up the story (here)

Note:

1. True Mobile Banking is defined as transactional banking directly from a mobile phone, without the need to access a website (WAP). The 2.0 means it's a second-generation technology, not to be confused with the circa 1999-2002 version 1 that worked on a limited universe of PDAs.

2. Accessed the website from a Seattle IP address via my laptop which does NOT know that I am a Citi customer.

Citibank Buys the Top Spot for Google "Checking Accounts"

Citibank has the top spot this morning if you Google "checking accounts" from a Seattle IP address (see below). Wachovia and US Bank are the lucky recipients of the free advertising that goes with being in the top-two organic results. Two smaller institutions purchased well-placed ads with Alaska USA Federal Credit Union landing in the number four spot on the right-side column (#7 overall) and Viking Bank at #5 on the right (#8 overall).

Citibank's landing page emphasizes the rate on its savings account, with a passing mention of EZ Checking (see screenshot below). The landing page is gorgeous, but is it missing the point by soft-pedaling what the searcher was looking for? Only Citi and its analytics team knows for sure. My guess is that it does pretty well since the bank's been using this basic design for more than a year now (see previous coverage here).   

Citibank landing page from Google search on "checking accounts"