On regular basis (ideally weekly), I will post a list of key news on web 2.0 & Banking.
As usual, please do not hesitate to get back to me with you remarks, or with any article I missed!
NEWS - 18 June 2007 to 01 July 2007
BLOGGING
* Comparasites - 28 June 07
* Can banks ever be cool - 27 June 07
* Entertainment Access Spotlight | American Express blog - 25 June 07
* Particpating in online blog conversations is not useful #@ - 25 June 07
* My Fave Five Banking Industry Blogs (B2B) - 25 June 07
* In blogs we trust - 22 June 07
CUSTOMER EXPERIENCE
* Lack of a clear customer experience strategy forms largest obstacle! - 25 June 07
* Turning Customer Experience Into A Competitive Weapon - 25 June 07
* “Don’t Let Someone Else Take the Chance to Educate Your Customers” - 22 June 07
EVENTS
* Conference Notebook: SourceMedia's Mobile Commerce Summit - 20 June 07
FRAUD
* Banks should have their own secure domain - 01 July 07
* Unparalleled onslaught against online banking taking place - 01 July 07
* First National Bank of South Africa goes two-factor with Vanguard - 26 June 07
* China UnionPay and Arcot form Internet fraud prevention partnership - 27 June 07
* First National Bank of South Africa goes two-factor with Vanguard - 26 June 07
* Mobile Identity Theft Protection from Intersections - 21 June 07
* The sign of the Black Horse - 15 June 07
INTERNATIONAL
* Holland | 54 % of the customers do not visit their bank branch - 20 June 07
LAUNCHES
* Northwest Airlines Lets Customers Pay With PayPal - 29 June 07
* New Direct Bank: Element Financial from Irwin Union Bank - 28 June 07
* Top Banks Plan to Introduce Expedited Bill Payments - 21 June 07
MARKETING
* US adult opinions about advertising methods - 28 June 07
* Brand matters |Sapient - 26 June 07
MOBILE BANKING
* CNBC Explores the Growing Mobile Banking Space - 29 June 07
* Wells Fargo, Visa Test Pay-by-Phone - 28 June 07
* Upwardly Mobile in Vietnam - 28 June 07
* Citi Goes Mass Market With Its Mobile Banking Application - 22 June 07
* Verizon Rolls Out Obopay's Mobile Payment System to 60 Million Subscribers - 20 June 07
* Do You Know the Mobey Forum? - 18 June 07
NEWS
* Financial Web Site Considering $2 Bllion IPO - 29 June 07
PERSONAL FINANCE
* Wesabe closes $4m financing - 20 June 07
* Why Union Square picked Wesabe - 21 June 07
* Venture Funding Flows to Wesabe and Prosper; Wesabe Launches on Facebook - 20 June 07
* Wesabe announces that the company closed a $4 million Series A round - 20 June 07
REPORTS
* Understanding the real impact of online financial services - 26 June 07
* US financial firms failing online customers - study - 26 June 07
* Forrester | ‘Experience Based Differentiation’ - 25 June 07
* Online account opening is difficult to automate - 23 June 07
RESOURCES
* Direct Banks born from retail part 1 - 28 June 07
SECOND LIFE
* BNP Paribas recruit staff in Second Life - 18 June 07
SOCIAL LENDING
* FaceBooks Lendingclub surpasses $100K loans in first two weeks - 20 June 07
* Prosper raises another $20 million - 20 June 07
SOCIAL NETWORKING
* Why Banks are vulnerable in the long run, to social networking - 28 June 07
* Friends Reunited adds Paypal - 27 June 07
* Thoughts on Social Network evolution - 22 june 07
* PayPal Launches on Facebook: Who Wants to be the First Bank? - 22 June 07
SURVEYS
* Benchmark globally, diferentiate locally - 26 June 07
* 71% in the UK saying they do not trust their banks (Unisys) - 21 June 07
VENDORS
* MFoundry adds support for Apple's iPhone - 28 June 07
* Tyfone Launches Harmony, a Secure Mobile Financial Services Communications Platform - 27 June 07
* A&L looks to Verticalnet for procurement savings - 27 June 07
* TriCipher enhances online protection package - 27 June 07
* ViVOtech and mFoundry team on mobile banking - 25 June 07
* Proformance unveils e-signature technology - 25 June 07
* Tyfone releases mobile financial services communications platform - 26 June 07
* KeyBank to Deploy Web Analytics Software - 20 June 07
* Fifth Third implements Fiserv Imagesoft Nautilus for mortgage processing - 20 June 07
VIDEOS
* ING Direct's Man on a Mission - 26 June 07
* Technology Credit Union's YouTube Page - 20 June 07
* Citi Mobile on National Television - 20 June 07
WEB 2.0
* China embracing the web and 2.0 - 19 June 07
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Wells Fargo 2.0
My goal with this post was to list and comment the key online initiatives & features Wells Fargo launched in the last couple of years.
Please note my list is surely not exhaustive.
I started to keep track of Wells Fargo (WF) a few month ago, at the Online_Banking_Summit_2007 in Charlotte, North Carolina. I was one of the key speakers and my panel was on banking and web 2.0.
Among my fellow speakers and the attendees, there were a few people from Wells Fargo. I am glad I had the chance to meet Richard Weeks, Senior Vice President - Business Internet Services, and his colleagues David and Barry.
Best of breed: Innovation, customer experience and web 2.0
As far as I am concerned, WF is the most innovative bank online: they use many web 2.0 features and provide one of the best customer experience on the web.
They even have a VP, social media: Ed Terpening.
Check Ed's interview.
Ed, what a great job you have!
Wells Fargo online banking services won many awards in the last couple of years: Global Finance Magazine (2005), Global Finance Magazine (2006), NetBanker (2006).
Please find below a list of articles published in 2002, 2004 and 2005 demonstrating Wells Fargo's core strategy to integrate all channels and to provide the best possible online customer experience:
* Wells Fargo: All ATMs Now Web-Enabled, All Banking Stores with Online Stations (2005)
* Wells Fargo Re-Envisions Online Banking for Corporations As It Moves to Bank of the Future Today (2004)
* Wells Fargo Leads Customer Service as First To Market, Offering Real-Time Web Collaboration To Online Commercial Customers (2002)
New Homepage: 50% increase in online application
This is one of the most recent initiatives from Wells Fargo. And it will surely be one of the most successful.
WF recently launched a new homepage designed to better meet the expectations from both visitors and customers.
Video sharing and social networking sites (like YouTube, MySpace, Facebook or Linkedin) became extremely popular and Web 2.0 is all about giving the power to people: nowadays, you can easily generate your own content (articles, audio, video), share your ideas, publish your comments... Your expectations have changed too: you expect companies to listen to you; you want your bank to act as a trusted financial partner.
With this re-design, WF has dramatically improved its customer experience, which will surely translate in better customer acquisition, better customer retention, and more online sales. Well done!
From Paul Penrose, finextra: methodology and early results
The updated Wells Fargo website takes a highly customer focused approach to ease access to most wanted features. The results have been spectacular with a 50% increase in online applications.
(...)
The bank’s Internet Services Group used site stats, survey data and internal search information to pick up on customer requirements and shortcomings in navigation and fed this back into the re-development.
The key features and tools available on the homepage are:
* Direct access to all the key features of Internet Banking,
* ATMs & Stores locator,
* Rich text content (video),
* Open an Account for the key products (you land on the first page of the application process)
* Check today's rates.
WF listened to their clients and online visitors, and they showed they were listening: this is exactly what customers were looking for.
If you want to know more about this re-design, I invite you to check the excellent case study from Forrester Research, published on 23rd May 2007.
In addition to this case study, I found some useful insight in a couple of blogs: finextra, the EDM blog and the Bankwatch.
Wells Fargo 2.0
WF use an impressively long list of available web 2.0 features such as blogging, social networking (presence on MySpace and Second Life), Podcasts, RSS Feeds, Tagging and Video sharing.
I invite you to check out the excellent Wells Fargo posts on the brilliant NetBanker blog.
Please find below some stats on Wells Fargo:
* First U.S. bank with a blog (though Verity Credit Union beat them to it by more than a year)
* First bank with a student loan blog
* First bank with a business banking blog
* First bank in the world with a Second Life presence
* First bank on MySpace at <www.myspace.com/stagecoachisland>
* First bank with 2, 3, and 4 blogs
* First bank with an avatar persona on MySpace
* First bank with a VP Social Media
It is impressive. Indeed, even though research companies such as Gartner in August 2006 advised banks to use web 2.0 features to target the youth market or increase customer retention, most banks are still cautious and are not using web 2.0 technologies.
Blogging
Most banks still refrain from launching a blog for instance. They are concerned with the potential brand damage.
Wells Fargo is extremely involved in blogging with 4 blogs.
"The Student LoanDown" blog is extremely popular among students. They have just celebrated the first anniversary of their first blog, "Guided by history".
Personal Finance
In a previous post, I talked about the increasing importance of providing good Personal Finance tools.
Wesabe is one of the most famous communities built around Personal Finance.
WF provide a comprehensive service to help manage your finance: the My Spending Report service.
With this service, based on tagging, WF customers can:
* Automatically tracks their accounts in one place
* Sorts card and Bill Pay purchases into familiar categories
* Updates information automatically, every business day
* Organizes spending view by month, up to three months
* Download a year or more of your spending history
Podcasts
Event though their offer is not as rich and comprehensive as a first direct and its first direct interactive service, WF provide podcasts. It is another web 2.0 box you can tick.
Social networking
Banks have four options with social networking: they can
* launch a new social network from scratch with a brand new platform
* launch a new social network using one of the leading platforms such as Xing
* develop their presence on the most popular social networks such as Facebook or MySpace
* develop their presence in virtual worlds such as Second Life
Wells Fargo has a presence on MySpace (an avatar and a page) and in Second Life.
Mobile Banking
Wells Fargo is also active in Mobile Banking. They recently launched a CEO Mobile Banking service for their business banking customers.
* Wells Fargo Launches CEO Mobile Banking Service - 18 May 2007
* Wells Fargo introduces mobile banking for business customers - 18 May 2007
Site Search
Providing a search feature (or not) is a commonly debated topic in the banking industry. Indeed, it is quite challenging: ideally, you would like to access the info after one of two clicks maximum. Providing a search engine is easy. Providing useful, optimized, results is extremely challenging.
Banks have two key goals: provide the best user experience and sell more online.
The key problem is the lack of patience from the visitors: the more clicks, the bigger the drop off rates... It is a major problem which has a significant impact on the top of the sales funnel.
Usually, media agencies advise banks to encourage their users to browse their website using the navigation bars. 
WF provide an elaborated Search feature: you can enter a specific question or a phrase, and the results are categorized in 4 sections: Individuals, Small business, Commercial and about Wells Fargo.
Wells Fargo Online Tour
Wells Fargo offer a good interactive presentation (in flash) to introduce its comprehensive internet banking service.
Hands on banking
This training and resource center is available at handsonbanking.org.
Wells Fargo developed this entertaining and educational program for kids, teens and adults as a commercial-free public service. It can help you improve your knowledge of:
* Budgeting
* The importance of saving
* Bank accounts and services
* Borrowing money and maintaining good credit
* Buying a home
* Investing
* Starting and managing a small business
In the library, you will find some tips categorized by topic and available in pdf format. For instance, I invite you to check WF's high level shopping and spending tips.
My Savings Plans
WF provide another interesting tool to its internet banking users: My Savings Plan. It is a clever way to:
* increase customer satisfaction improving customer experience and customer support,
* urge your clients to register to Internet Banking, save money and apply for WF saving products online.
Resources: Wells Fargo and Web 2.0
Please find below some articles on WF approach to Web 2.0.
* Wells Fargo Taps Web 2.0
* Wells Fargo Experimenting with Web 2.0
* Why Wells Fargo bank is different
* Most Business Tech Pros Wary About Web 2.0 Tools In Business
* Adoption of Web 2.0 Is Taking Off, But Some Firms Are Still Reluctant
Personal finance: the internet banking 2.0 killer app?
Social lending is a good example of web 2.0, with websites such as Prosper.com or Zopa.co.uk.
Web 2.0 changed your expectations as a client: you want more control.
Manage your money 2.0
Nowadays more than ever, people want to be in a position to better manage their money. They want to have access to easy-to-use, if possible free, tools. They are looking for help & advice they could trust.
I believe personal finance / financial planning is currently the hottest area for banks & web 2.0. Proof is in the significant number of start-ups recently launched, and the growing number of traditional banks integrating personal finance into online banking.
I invite you to check Keane's presentation "Online Services Survey: What Customers Want".
One of the key findings: "the majority of customers want to improve their financial planning and admit they need help".
Another interesting statistic from the Online Banking Report: "About 16% of U.S. households used some personal-finance feature at least once in 2006. That percentage is expected to climb to an estimated 33% by 2016, with nearly three-quarters of those households using personal-finance tools offered by their financial institution online."
Tools to manage your money: a good way to increase internet banking penetration for banks?
Banks want to convert more customers into Internet Banking customers. We all try to urge our customers to use the web and to see Internet Banking not only as an efficient way to check their accounts or pay a bill but a valuable platform, customized to their needs, where they can find trusted information and purchase most of their financial products.
Truth is Banks are struggling with online sales...
Please check the following articles listed below:
* Back Story: Wall Street Journal's Article on Online Financial Planning Tools from Banks
* Banks' online tools ease financial tracking
* Bank of America is First Major U.S. Bank to Integrate Personal Finance into Online Banking
A few US banks already provide advanced online financial planning tools, and I think it is a good way to:
1. convert more customers to Internet Banking
2. build trust and, as a result, have more faithful customers
3. increase online sales
Concept
For little or no cost, bank customers can, among other things:
* Track their spending in different categories and from different sources in one place
* Create budgets and get e-mail alerts when they are close to or have exceeded their targets
* Pay bills
* Share account access with third parties
* Transfer and store important documents online
For more info, I invite you to check the following services:
* Bank of America's My Portfolio
* Wells Fargo's MySpendingReport
Pure online players
Two weeks ago I published a post on Wesabe, probably the most well-known community money-saving service.
A couple of days later, I received an email from Noah the "marketing guy" at MyMint.com.
Noah offered me to review their platform, which is a free online tool to track and manage your money "plus some other neat features". It hasn't been launched yet, but I plan to post my review in the next month or so.
Please find below several articles on web 2.0 for Personal Finance:
* Manage your finance with Wesabe
* Buxfer Showcases Personal Finance 2.0 Features
* Billmonk Has A Half Brother
* Will Google Create an Online Quicken Clone?
A few online players
Wesabe, MyMint, BillMonk, Buxfer, BudgetTracker, Dimewise, Foonance, IOweYou, NetworthIQ, MedBillManager.
The Journal of Internet Banking and Commerce
The Journal of Internet Banking and Commerce
"The goal of this publication is to inform banking and electronic commerce academics, executives and professionals on principal developments, profit-oriented business architecture, benchmarked practices, compliance, risk and accountability, and future trends in the Internet-based business, management and marketing of governments and industry. This free online interactive journal is a way to provide critical perspectives, distribute results, share information, establish research and business contacts (networking), and keep in touch."
This website is a very good source of information. Excellent initiative from Array Development... and they started back in 1996!
I invite you to join their Yahoo! Group.
Opinion Articles & Peer Reviewed Research
Please find below a list of articles published in 2006.
December 2006
* Nigeria The Adoption of Internet Banking in Nigeria: An Empirical Investigation
* Malaysia Undergraduate Attitudes and Expectations for Mobile Banking
* India Impact of Demographics on the Consumption of Different Services Online in India
* UAE Diffusion of Internet Banking Amongst Educated Consumers in a High Income Country
August 2006
* Malaysia Classifying Users and Non-Users of Internet Banking in Northern Malaysia
April 2006
* India Data Protection in Consumer E-Banking
* USA A Security Concern in MS-Windows: Stealing User Information From Internet Browsers Using Faked Windows
* France Technological and organizational preconditions to Internet Banking implementation: Case of a Tunisian bank
* Nigeria Regulating Internet Banking In Nigeria : Some Success Prescriptions -- Part 2
* India Effective method of security measures in Virtual banking
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“Christophe's book is really the must-have synopsis of the current state-of-play in social media in banking. Christophe has taken a deep passion for the topic, and turned it into an account of the landscape valuable to anyone who has social media responsibilities in financial services”
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Tim Collins, SVP-Experiential Marketing at Wells Fargo
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Visible Banking News #7
On regular basis (ideally weekly), I will post a list of key news on web 2.0 & Banking.
As usual, please do not hesitate to get back to me with you remarks, or with any article I missed!
NEWS - 21 May 2007 to 27 May 2007
BLOGGING
* Wordpress grows beyond 1 million blogs - 24 May 2007
* New CU Blogs: Midwest Financial, Old Hickory, and Secure One Credit Unions - 21 May 2007
CUSTOMER COMMENTS
* Online banks hardly stuff of sword-and-sandals epic - 24 May 2007
* Making the Switch to Unadulterated Online Banking - 24 May 2007
CUSTOMER EXPERIENCE
* Wells' Web makeover woos punters and analysts - 25 May 2007
* Abbey in bank holiday meltdown - 25 May 2007
EVENTS
* Next MobileMonday Austin event: Mobile Banking and Payments, June 11 '07 - 26 May 2007
FRAUD
* A decade of online banking - and online fraud - 25 May 2007
* Anti-phishing filters bypassed in IE7? - 25 May 2007
* A first in Quebec's banking industry - Laurentian Bank innovates: 2 additional security barriers for online transactions - 24 May 2007
* Credit cards are still very vulnerable online - 24 May 2007
* Transaction hijacking - cheaper alternatives, at point of purchase - 24 May 2007
* Target 5 Warns Of 'Online Insecurity' - 24 May 2007
* House Passes Anti-Spyware Legislation - 23 May 2007
* Cyber fraudsters target accounts with 'one cent deposit' scam - 21 May 2007
INTERVIEWS
* Wells Fargo & Company at Lehman Brothers 10th Annual Financial Services Conference - Final - 23 May 2007
LAUNCHES
* Singapore's DBS Bank unveils plans for expansion in China - 25 May 2007
* ANZ and ING introduce direct access banking for pension funds - 25 May 2007
* Who launched the UK's first Internet bank? - 23 May 2007
* First National Bank of Omaha Launches Internet Bank - 22 May 2007
* Alliance & Leicester Commercial Bank extends bill payments network - 22 May 2007
MARKETING
* Tenth anniversary of online banking - 27 May 2007
* Apacs marks 10 years of Web banking - 22 May 2007
* One-quarter of 50 Largest Online Advertisers are From Financial Services - 21 May 2007
MOBILE BANKING
* Mobile Phones Revolutionize African Banking - 24 May 2007
* ING Direct Adds Mobile Banking - 24 May 2007
* NY Times Reviews Citi Mobile - 24 May 2007
* Barclays introduces mobile banking services - 23 May 2007
* Bank of America completes m-banking roll out - 22 May 2007
PERSONAL FINANCE
* Mint.com Set to Freshen the Personal Finance Space* - 23 May 2007
REPORTS
* Traditional vs. online banking: Which one is for you? - 27 May 2007
* Case Study: Metrics Drive Wells Fargo's Home Page - 23 May 2007
* Online banking boosts direct debits - 23 May 2007
SOCIAL LENDING
* New Person-to-Person Lender, Lending Club, Hopes Facebook Linkage Allows it to Prosper - 25 May 2007
* Social lending goes red hot, as FaceBook enters the space with “LendingClub” - 25 May 2007
* Now there's big money in P2P - 22 May 2007
* Virgin enters the P2P loan market - 20 May 2007
SOCIAL NETWORKING
* Facebook | will people share their pictures, thoughts and information with commercial interests? - 26 May 2007
* Prosper and Forbes tap Facebook; Co-op Bank joins MySpace - 25 May 2007
* Social Networking to infinity and beyond - 25 May 2007
* Could FaceBook risk becoming another AOL? - 25 May 2007
* Social Network ad spending predicted to grow (eMarketer) - 24 May 2007
* Community ROI - a sensible view - 24 May 2007
* A sense of community - 23 May 2007
VENDORS
* Origo to develop XML standards for full mortgage applications - 24 May 2007
* Financial Objects ships mortgage module - 23 May 2007
Posted by Christophe on May 27, 2007 in Blogging, Customer comments, Customer experience, Events, Fraud, International, Interviews, Launches, Marketing, Mobile banking, News, Personal finance, Phishing, Reports, Social lending, Social networking, Vendors | Permalink | Comments (0) | TrackBack (0)