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2017 Financial Marketing Trends
Published: Apr. 24, 2017: DBR 248
Abstract: Every financial organization is trying to find ways to become more efficient and more effective in their marketing efforts. This includes investing in new technology to assist in the implementation of marketing strategies as well as trying to leverage...

The Challenger Bank Battlefield
Published: Apr. 17, 2017: DBR 247
Abstract: While there is a great deal of hype surrounding the potential for digital disruption, challenger banks face significant challenges to growth, with the banking industry trying to determine whether they should ignore, acquire, partner or compete with their...

Improving the Customer Experience in Banking
Published: Feb. 4, 2017: DBR 246
Abstract: The financial services industry has been significantly impacted by the increasing use of technology from smartphones to wearables. This transformation in methods of transacting has enabled more personalized engagement, allowing customers to use multiple...

2017 Retail Banking Trends and Predictions
Published: Dec. 21, 2016: DBR 245
Abstract: For the sixth consecutive year, the Digital Banking Report has surveyed a crowdsourced panel of global financial services leaders for their thoughts around upcoming retail banking and credit union trends and predictions. For the first time, we also surveyed...

The Millennial Mind
Published: Nov. 14, 2016: DBR 244
Abstract: For the hyper-connected and tech-savvy Millennial segment, banking is more synonymous with mobile banking, P2P payments and digital currencies than it is with the traditional bank branch. With unique needs and different communication channels used, this...

State of the Digital Customer Journey
Published: Sep. 5, 2016: DBR 243
Abstract: To meet the needs of the digital consumer, it is more important than ever to provide the tools needed to open accounts, onboard and cross-sell both online and with mobile devices. These digital stages of the customer journey need to be seamless, integrated...

The Power of Personalization in Banking
Published: Mar. 28, 2016: DBR 242
Abstract: The goal of most financial institutions is to deliver a personalized digital experience that helps consumers improve how they manage their day-to-day financial lives. By doing so, banks and credit unions can elevate the level of customer engagement,...

2016 State of Financial Marketing
Published: Feb. 22, 2016: DBR 241
Abstract: Now in its fifth year, the "State of Marketing in Retail Banking" study, fielded by The Financial Brand, sponsored by Deluxe, and analyzed and published by the Digital Banking Report, has found that while bank and credit union marketers know the challenges...

2016 Retail Banking Trends & Predictions
Published: Jan. 14, 2016: DBR 239/240
Abstract: More than ever before, all of the banking industry's constituencies are being impacted by the transformation of the banking industry. The category that has the most to gain from the changes expected in 2016 will be the consumer. They are not only in...

Mobile Wallets
Published: Oct. 29, 2015: DBR 238
Abstract: Since Apple launched its mobile wallet capabilities alongside the iPhone 6 last year, the mobile wallet has served as a battleground between banks, tech companies such as Google and Samsung and retailers, with each trying to gain and retain customer...

Digital Account Opening
Published: Aug. 18, 2015: DBR 237
Abstract: Where there was once delineation between banking processes that a consumer could do from the comfort of their home or with the convenience of a smartphone and those that were done in a branch office, the use of digital functionality has finally become...

Customer Service in the Digital Age
Published: Aug. 2, 2015: DBR 236
Abstract: A customer service revolution is occurring in financial services. It’s dynamic, overarching, and being driven by consumers who are embracing digital and mobile channels as never before. The digital age is changing the way consumers research, shop and...

Guide to Multichannel Marketing
Published: Jun. 21, 2015: DBR 235
Abstract: Guide to Multichannel Marketing provides an overview of how banks and credit unions can better integrate digital marketing tools as part of their marketing efforts. With this report, financial marketers will be able to reduce marketing costs while improving...

Bricks+Clicks: Building the Digital Branch
Published: Mar. 16, 2015: DBR 233/234
Abstract: Bricks + Clicks: Building the Digital Branch is the definitive guide to how banks and credit unions worldwide are transforming their distribution network to reflect the realities of a digital marketplace. As was the case with ATMs decades ago, consumers...

2015 Digital Banking Trends and Predictions - A Year of Transformation in Financial Services
Published: Feb. 18, 2015: DBR 232
Abstract: The 2015 Digital Banking Trends and Predictions report has been collected from a crowdsourced panel of more than 60 global financial services leaders including bankers, credit union executives, industry analysts, advisors, bloggers and fintech followers...

Strategic Planning Imperative: Capitalizing on Digital's Promise
Published: Dec. 13, 2014: DBR 230/231
Abstract: Financial institutions around the world are exploring ways to respond to the needs of a changing consumer universe that is more mobile, more digitally adept and more demanding. In an effort to overcome legacy processes and technologies, banks and credit...

Guide to Multichannel Onboarding in Banking - EXCERPT
Published: Sep. 1, 2014: DBR 229 Sample
Abstract: THIS IS A FREE SAMPLE EXCERPT OF Digital Banking Report Issue 229. This is the first 15 pages of a 59-page report. The full report is available for purchase elsewhere on this site. New customer onboarding is one of the most effective sales strategies...

Guide to Multichannel Onboarding in Banking
Published: Aug. 26, 2014: DBR 229
Abstract: New customer onboarding is one of the most effective sales strategies for banks and credit unions wanting to improve engagement, share of wallet, retention and ultimately the value of a relationship. The onboarding process begins before the new account...

Advanced Mobile Features
Published: Aug. 1, 2014: DBR 228
Abstract: Remote deposit capture transformed mobile banking by offering something not available elsewhere. Here’s a look at the advanced features that make the mobile UX superior to online. ** This is a republication of OBR 228 under the new Digital Banking...

Advanced Mobile Features
Published: Jun. 6, 2014: OBR 228
Abstract: Remote deposit capture transformed mobile banking by offering something not available elsewhere. Here’s a look at the advanced features that make the mobile UX superior to online.

Mobile Account Opening (MAO)
Published: May. 9, 2014: OBR 227
Abstract: One of the biggest debates in banking today is the role of the branch. And especially its significance in new account opening. Many analysts, this firm included, see remote account opening as a better experience for the customer and potentially much...

Mobile Banking Security
Published: Mar. 14, 2014: OBR 226
Abstract: Much like the other banking technologies that proceeded it, security perceptions surrounding mobile banking have taken a familiar route. While early adopters rush in, others remain skeptical, often citing security concerns for their lack of adoption....

Money 3.0: Payments Go Mobile
Published: Feb. 4, 2014: OBR 225
Abstract: The biggest story in payments the past six months has been the rise of Bitcoin. If you believe the proponents, we’ve been witnessing the founding of the “internet for money.” That may be true, but like Napster when it created the “internet for music”...

Digital Banking Forecast
Published: Jan. 10, 2014: OBR 224
Abstract: n this report, we look at online/mobile banking and billpay usage in the United States, both past (back to 1994), present, and future (through 2023). Year-by-year projection are provided for the following online products and services: Checking/deposit...

Digital Small Business Banking
Published: Dec. 12, 2013: OBR 223
Abstract: There is no other issue that ignites our passion than the lack of attention paid small- and micro-businesses. There are many reasons why this segment continues to fly under the radar of mainstream banks. But with digital delivery, “cost to service,”...

Finovate Report: Q3 2013
Published: Oct. 14, 2013: OBR 222
Abstract: The Finovate Report is a quarterly summary of the activity of more than 500 alums worldwide. It also includes a summary of the seventh annual FinovateFall which took place in New York City in September.

2014 Guide to Online & Mobile Banking Products, Pricing & Strategy
Published: Sep. 19, 2013: OBR 220/221
Abstract: Our 19th annual Remote Banking Planning Guide is packed with more than 1,000 ideas, tactics, and tips you can use to improve the effectiveness and profitability of your online initiatives. The information is organized by product within the two major...

New Opportunities with Prepaid Cards
Published: Aug. 7, 2013: OBR 219
Abstract: The traditional debit card, linked to a checking account, has become far less profitable due to government price controls and changing consumer behavior. Stepping into that void is the prepaid card or gift card. It’s a payment mechanism used by more...

Finovate Report: Q2 2013
Published: Jul. 2, 2013: OBR 218
Abstract: The Finovate Report is a quarterly summary of the activity of more than 500 alums worldwide. It also includes a summary of the sixth annual FinovateSpring which took place in San Francisco in mid-May.

Crowdfund Investing Platforms (Debt/Equity)
Published: May. 23, 2013: OBR 216/217
Abstract: We have been huge fans of peer-to-peer (P2P) finance (see OBR 127, 148/149). In theory, it makes sense to tap Internet efficiencies to match the buyers and sellers of money. On the other hand, there are good reasons to have highly regulated intermediaries,...

Finovate Report: Q1 2013
Published: Mar. 29, 2013: OBR 215
Abstract: The Finovate Report is a quarterly summary of the activity of nearly 500 alums worldwide. It also includes a summary of the third annual FinovateEurope which took place in London in mid-February.

Digital & Mobile Wallets
Published: Feb. 20, 2013: OBR 213/214
Abstract: If you are financial institution trying to decide what to do about mobile wallets, this report was written for you. We look at the trends, market demand and major players. But more importantly, we look at precisely what financial institution can do today,...

Online & Mobile Banking Forecast
Published: Jan. 5, 2013: OBR 212
Abstract: In this report, we look at online/mobile banking and bill pay usage in the United States, both past (back to 1994), present, and future (through 2022). Year-by-year projection are provided for the following online products and services: Checking/deposit...

The Best New Products from FinovateAsia 2012
Published: Nov. 26, 2012: OBR 211
Abstract: During the first week of November 2012, 350 fintech execs gathered in Singapore for the inaugural FinovateAsia. This report is a summary of what they learned.

Digital Overdraft Protection
Published: Oct. 29, 2012: OBR 210
Abstract: Overdrafting checking accounts is a $30+ billion market in the United States, even before adding in the return-item fees and various merchant charges. But in the digital world, where you can reach your customers in real-time for pennies, it’s getting...

The Best New Products from FinovateFall 2012
Published: Sep. 27, 2012: OBR 209
Abstract: During the second week of September 2012, more than 1,000 fintech execs gathered in NYC for the sixth annual FinovateFall. This report is a summary of what they learned.

2013 Guide to Online & Mobile Banking Products, Pricing & Strategy
Published: Aug. 28, 2012: OBR 207/208
Abstract: Our 18th annual Remote Banking Planning Guide is packed with more than 1,000 ideas, tactics, and tips you can use to improve the effectiveness and profitability of your online initiatives. The information is organized by product within the two major...

Personal Financial Management 4.0
Published: Jun. 25, 2012: OBR 205/206
Abstract: While personal financial management (PFM) is THE most important part of online/mobile banking going forward, it's time to stop thinking of it as "product." PFM is part of every single thing you do when communicating account info to customers. The...

The Best New Products from FinovateSpring 2012
Published: May. 22, 2012: OBR 204
Abstract: During the second week of May,1,200 fintech execs gathered in San Francisco for the fifth annual FinovateSpring. This report is a summary of what they learned.

Delivering that Secure Feeling
Published: Apr. 4, 2012: OBR 203
Abstract: In this report, we look at the opportunities for banks to bundle a series of security features into a fee-based package account. While financial institution must be careful not to appear to be charging for “normal” security protections, there is a market...

Banking in Facebook
Published: Feb. 28, 2012: OBR 201/202
Abstract: In this report we look at the banking opportunities in Facebook. While the social network is more about friendship that commerce, Facebook, especially post-IPO, will increasingly be looking to marry those two activities. And banks will want to jump...

Online & Mobile Banking Forecast
Published: Jan. 6, 2012: OBR 200
Abstract: In this report, we look at online/mobile banking and bill pay usage in the United States, both past (back to 1994), present, and future (through 2021). Year-by-year projection are provided for the following online products and services: Checking/deposit...

Selling Insurance Online (Banking Edition)
Published: Dec. 7, 2011: OBR 199
Abstract: Few banks have really pushed insurance at the retail level. Those that do can turn it into a significant revenue generator. For example, insurance revenues at the 50 best bank holding companies in this category saw an average of about 40% of their non-interest...

True Virtual Banking Has Arrived
Published: Oct. 31, 2011: OBR 198
Abstract: Since the 1990s, the term virtual bank has been used to describe financial institutions operating predominantly online. However, most of the upstarts were not full-service banks, but specialists such as ING Direct or Emigrant Direct, using the Internet...

2012 Guide to Online & Mobile Banking Products, Pricing & Strategy
Published: Aug. 29, 2011: OBR 196/197
Abstract: Our 17th annual Remote Banking Planning Guide is packed with more than 1,000 brainstorm-inducing ideas, tactics, and tips you can use to improve the effectiveness and profitability of your online initiatives. The information is organized by product...

Family Banking: Tweens, Teens & their Parents
Published: Jul. 15, 2011: OBR 194_195
Abstract: In this report, we look at ways to develop online/mobile banking and card-based services for the youth market, which numbers more than 100 million in the U.S. alone. Banks typically get serious about younger consumers when they are college-bound and...

Creating Subscription-Fee-Based Online & Mobile Services
Published: May. 18, 2011: OBR 193
Abstract: In this report, we look at ways to develop subscription-based services delivered primarily through online and mobile banking. After a decade-lone free ride, it’s time for banks to deliver, and consumers to pay for, value-added online services. We...

Delivering "Live Help" Online
Published: Apr. 5, 2011: OBR 191_192
Abstract: In this report, we look at a nearly decade-old technology, live chat and click-to-call, that are getting more usage as online retailers become more sophisticated. And as consumers become far more accustomed to interacting via typing instead of talking,...

Merchant-Funded Rewards Programs
Published: Feb. 27, 2011: OBR 189_190
Abstract: In this report, we look at new models for debit and credit card rewards programs. The old model, where banks paid airlines and merchants dearly for goods and services to give to customers, has been turned on its head. Customers still get valuable...

FinovateEurope 2011 Company Guide
Published: Feb. 1, 2011: FEU2011
Abstract: Event guide given to attendees at FinovateEurope on Feb. 1, 2011

Online & Mobile Banking Forecast
Published: Jan. 18, 2011: OBR 188
Abstract: In this report, we look at online/mobile banking and bill pay usage in the United States, both past (back to 1994), present, and future (through 2020). Year-by-year projection are provided for the following online products and services: Checking/deposit...

Paperless Banking & Billing
Published: Nov. 26, 2010: OBR 186_187
Abstract: When I first started 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...

2011 Guide to Online & Mobile Banking Products, Pricing & Strategy
Published: Sep. 30, 2010: OBR 184/185
Abstract: Our sixteenth annual Planning Guide is packed with more than 1,000 brainstorm-inducing ideas, tactics, and tips you can use to improve the effectiveness and profitability of your online initiatives. The information is organized by product within...

Email Banking: Revitalizing the Channel
Published: Aug. 19, 2010: OBR 183
Abstract: In this report, we take a new look at email and how it could be made to be the core channel for certain users. Email has long been a reliable, low-cost way to disseminate information. But there’s little interaction since most financial institutions...

Bank Transaction Alerts & Streaming
Published: Jul. 4, 2010: OBR 181/182
Abstract: In this report, we look closely at how best to transmit transaction data to online/mobile customers. In a world where most users are receiving real-time status updates from friends, co-workers and companies via Facebook, Twitter and other services,...

Online Personal Financial Management (OFM) 3.0
Published: May. 20, 2010: OBR 179/180
Abstract: This report looks at the rapid growth of online personal financial management during the past few years. And details the many ways financial institutions can leverage these consumer-friendly applications to help and retain online banking customers. ...

Mobile Banking & Finance Apps 2.0
Published: Apr. 14, 2010: OBR 178
Abstract: In this report, we look at the growth in the three major mobile phone app stores: iPhone, Android and BlackBerry. The top finance apps on each platform are listed. And we highlight the 97 smartphone applications currently available from 78 unique...

The Case for Mobile Banking
Published: Mar. 11, 2010: OBR 177
Abstract: In this report, we outline 10 ways that mobile banking helps support the overall strategic plan of a financial institution. We also look at the market size of mobile banking in the United States and project forward through 2025. Finally, we visited...

Online & Mobile Banking Forecast
Published: Jan. 21, 2010: OBR 176
Abstract: In this report, we look at online banking and bill pay usage in the United States, both past (back to 1994), present, and future (through 2019). Year-by-year projection are provided for the following online products and services: Checking/deposit account...

Making the Case for Person-to-Person Payments
Published: Dec. 10, 2009: OBR 174/175
Abstract: In this report, we look at the market for online and mobile person-to-person payments, a market expected to grow to 15 to 20 million U.S. households by 2020 (or more if the predominant pricing for low-value transfers is free). When we first wrote...

Attracting Small Businesses with Online & Mobile Banking
Published: Oct. 27, 2009: OBR 172/173
Abstract: In this report, we look at ways to create more value through online and mobile banking for small- and micro-businesses. In the United States alone, it’s a $2 trillion opportunity in deposit and loan balances, including the owner’s personal accounts....

2010 Guide to Online & Mobile Banking Products, Pricing & Strategy
Published: Aug. 18, 2009: OBR 170/171
Abstract: Our fifteenth annual Planning Guide is packed with more than 1000 brainstorm-inducing ideas, tactics, and tips you can use to improve the effectiveness and profitability of your online initiatives. The information is organized by product within the two...

Improving Online Account Opening ROI
Published: Jun. 16, 2009: OBR 168/169
Abstract: This report focuses on ways to increase conversions and improve your results when opening financial accounts online or over a mobile phone. We’ve always had a bit of a love/hate relation-ship with online account opening. We love it because it’s essential...

Connecting to Customers with Twitter
Published: May. 26, 2009: OBR 166/167
Abstract: In this report, we look at one of the fastest growing properties the Internet has ever seen: Twitter. We’ve been monitoring Twitter since it came on the scene two years ago, but hadn’t expected it to be of much value to financial institutions. Even...

Selling Behind the Password
Published: Apr. 21, 2009: OBR 165
Abstract: In this report, we look at the efforts of 15 major banks and payments players to cross-sell products within their secure online banking areas. We analyze six key areas behind the password that can be effectively used for sales and marketing messages: Interstitial...

Mobile Banking 2.0: iPhone Edition
Published: Mar. 11, 2009: OBR 163/164
Abstract: In this special report, we look at the major mobile applications markets (Apple, Google, and Blackberry) and how any financial institution can create a downloadable mobile app to leverage the buzz. Thirty-three potential features are outlined with recommendations...

Online & Mobile Banking Forecast
Published: Jan. 22, 2009: OBR 162
Abstract: In this report, we look at online banking and bill pay usage in the United States, both past (back to 1994), present, and future (through 2017). Year-by-year projection are provided for the following online products and services: Checking/deposit account...

Growing Deposits in the Digital Age
Published: Dec. 15, 2008: OBR 160/161
Abstract: This report focuses on the key driver for health and profitability in 2009 and beyond: retail deposits. Specifically, how the online channel can be used to boost the results of your deposit marketing and sales efforts. Guest author Jeffry Pilcher,...

2009 Planning Guide for Online & Mobile Banking
Published: Oct. 30, 2008: OBR 158/159
Abstract: Our fourteenth annual Planning Guide is packed with more than 1000 brainstorm-inducing ideas, tactics, and tips you can use to improve the effectiveness and profitability of your online initiatives. The information is organized by product within the...

New Techniques for Secure Online Finance
Published: Sep. 15, 2008: OBR 156/157
Abstract: In this report, we look at three promising new ways to improve actual and perceived security for online banking login and communications: Securing browser communications (keyboard encryption): - Rapport by Trusteer Securing the entire browser...

New Models for Lead Generation
Published: Jul. 7, 2008: OBR 154/155
Abstract: In this report, we look at four new models for generating leads and new business online: Auctions: Regular and reverse Community-based financial deal finders Product placement in personal finance tools Specialty financial search

Online Investing Communities
Published: May. 9, 2008: OBR 152/153
Abstract: In this report, we look at how investment companies and financial institutions can use social media tools to create “online investment communities” where users interact with each other and/or professional investment advisors in a web-based community....

Searching for Customers 3.0
Published: Mar. 10, 2008: OBR 151
Abstract: In this report, we look at how financial institutions can use search marketing tools to attract new customers: Impact of social media and blogging on search results Leveraging local search and mapping Supporting offline campaigns with search marketing Selecting...

Online Banking & Bill Pay Forecast
Published: Jan. 28, 2008: OBR 150
Abstract: In this report, we look at online banking and bill pay usage in the United States, both past (back to 1994), present, and future (through 2017). Year-by-year projection are provided for the following online products and services: Checking/deposit account...

Person-to-Person Lending 2.0
Published: Dec. 15, 2007: OBR 148/149
Abstract: Person-to-person lending is the perfect product for the Web 2.0-social-networked consumer. Why, then, has growth been relatively slow compared to other networked services? Because it’s a difficult business. Not only are P2P lenders competing with 20,000...

2008 Online Banking Planning Guide
Published: Oct. 15, 2007: OBR 146/147
Abstract: Our thirteenth annual Planning Guide is packed with more than 1000 brainstorm-inducing ideas, tactics, and tips you can use to improve the effectiveness and profitability of your online initiatives. The information is organized by product within the...

Credit Monitoring Services
Published: Aug. 15, 2007: OBR 144/145
Abstract: Financial fraud and identity theft have had a great run in the media during the past five years. While the hysteria has subsided a bit, security remains top of mind with consumers around the world. Worldwide, tens of millions of users have been victimized...

Social Personal Finance
Published: Jun. 15, 2007: OBR 142/143
Abstract: The rise of social networking could have a profound effect on banking and personal finance. As companies combine massive databases of financial transactions with the “collective intelligence” of a networked customer base, interesting things can happen....

Mobile Money & Payments
Published: Apr. 10, 2007: OBR 140/141
Abstract: While banking and payments are interrelated, when it comes to the rollout of mobile finance in North America, they will arrive in two distinct phases. As we discussed last month (OBR 138/139), the information about payments, what we call mobile banking,...

Mobile Banking
Published: Feb. 23, 2007: OBR 138/139
Abstract: Ten years ago, online banking leapt from nice-to-have status to must-have. In hindsight, it’s pretty obvious why it became so popular, but at the time there were still questions as to if and when it would break out into its own “channel,” on par with...

Online Banking & Bill Pay Forecast
Published: Dec. 31, 2006: OBR 137
Abstract: In this report, we look at online banking and bill pay usage in the United States, both past (back to 1994), present, and future (through 2016). Year-by-year projection are provided for the following online products and services: Checking/deposit account...

Bank 2.0
Published: Nov. 15, 2006: OBR 135/136
Abstract: Last month, we looked briefly at the Web 2.0 phenomena, a trendy label for second-generation websites often built around user-generated content such as photo sharing, blogging with comments, and video. While there is no precise definition, there are...

2007 Online Banking Planning Guide
Published: Sep. 30, 2006: OBR 133 & 134
Abstract: Our twelfth annual Planning Guide is packed with more than 1000 brainstorm-inducing ideas, tactics, and tips you can use to improve the effectiveness and profitability of your online initiatives. The information is organized by product within the two...

Personal Finance Features for Online Banking
Published: Aug. 28, 2006: OBR 131 & 132
Abstract: Online banking is the best thing to happen to personal finance management since the invention of the paper statement. In many countries, half or more of online users routinely visit their bank to check account activity, verify deposits, and just see...

Email Marketing in Financial Services
Published: Jun. 22, 2006: OBR 129 & 130
Abstract: According to email service provider Silverpop, 61% of financial institutions are now using email marketing, more than double the rate three years earlier (25% in 2002). But in these days of spam- and phish-infested waters, is it working? The good...

The Demise of the Branch
Published: Apr. 30, 2006: OBR 128
Abstract: Bank branches still have a place in the life of most Americans. Even heavy users of online banking and call centers still hit the branch nearly as often as they did a decade ago. Those pesky paper checks, and the occasional need for something other than...

Person-to-Person Lending at Prosper
Published: Mar. 13, 2006: OBR 127
Abstract: More than five years ago we authored the first comprehensive report on what was then a novel concept, so-called person-to-person payments. Two Palo Alto startups, X.com and PayPal, were the best-funded efforts attempting to create a new market in electronic...

Online Lending v5 (part 2)
Published: Jan. 31, 2006: OBR126
Abstract: In part 1 (OBR 124), we looked at strategic alternatives for online lenders, especially the idea of making the loan process more transparent, a strategy we call open lending. This month, we move beyond open lending and lay out product options for...

Online Banking & Bill Pay Forecast
Published: Dec. 21, 2005: OBR125
Abstract: In this report, we look at online banking and bill pay usage in the United States, both past (back to 1994), present, and future (through 2015). Year-by-year projection are provided for the following online products and services: Checking/deposit...

Online Lending v5.0
Published: Nov. 11, 2005: OBR 124
Abstract: In this report, we make the case for what we call Open Lending; helping your customers find optimal financing for homes, home improvement, education, small business, or any consumer want or need. Empowered by Google, Yahoo, and personal finance sites...

2006 Planning Guide
Published: Sep. 30, 2005: OBR 122/123
Abstract: Our eleventh annual Planning Guide is packed with more than 1000 brainstorm-inducing ideas, tactics, and tips you can use to improve the effectiveness and profitability of your online initiatives. The information is organized by product within the two...

Lessons from the High-Rate Deposit Marketers
Published: Aug. 24, 2005: OBR 120/121
Abstract: Although no more than 2% to 3% of the general public currently holds an account at one, the online-only banks have considerably more influence than their relatively small market share would indicate. This report looks at the growing influence of online-only...

Marketing Security
Published: Jun. 30, 2005: OBR 119
Abstract: We’ve always considered online banking security more of a marketing issue than a technical one (see OBR 48, 93/94). It’s not that the technology doesn’t matter. It’s extremely important, complex, and must be managed carefully. But strategically, what...

Lifetime Statement Archives
Published: Jun. 9, 2005: OBR 118
Abstract: Looking for an alternative to free bill pay? While bill payment, free or otherwise, is great for account retention, it’s a costly way to hold onto middle-of-the-road customers who’ve been adopting bill pay of late. So rather than giving away bill...

Epayments v4.0 (part 2)
Published: Apr. 15, 2005: OBR 116/117
Abstract: In part 1 (OBR 115), we looked the market size and business case for electronic payments. In part 2 (OBR 116/117) we tackle the fun part: product development, customer support, and marketing. You might think you needn’t pay close attention to bill...

Epayments v4.0 (part 1)
Published: Mar. 11, 2005: OBR 115
Abstract: In Electronic Payments v.3.0 (March 2002, OBR 80-82) we speculated on what the payments business would look like if FedEx entered the market. Although an interesting exercise, it remained just that. Fundamentally, little has changed in three years....

Online Banking Forecast: 2005 to 2014
Published: Jan. 17, 2005: OBR 114
Abstract: Despite fraud concerns, online banking penetration continued to climb reaching 34% of all U.S. households by year-end. See the report for complete details on the number of online banking and bill pay households in the United States from 1994 through...

The Safe Banking Initiative
Published: Dec. 16, 2004: OBR 113
Abstract: The industry MUST adopt stricter online authentication and monitoring tools or risk a damaging backlash against online banking and payments. To help spur innovation on the security front, we are launching a new effort called the Safe Banking Initiative,...

Innovations & Inspirations
Published: Nov. 3, 2004: OBR 112
Abstract: As we approach the ten-year anniversary of Web banking, the overall state of online financial services is excellent. Several critical areas still need work, such as foiling fraudulent website access, but overall we like what we see online. This month...

2005/2006 Planning Guide
Published: Sep. 30, 2004: OBR 110/111
Abstract: Our tenth annual Planning Guide is packed with more than 500 ideas and tactics you can use to improve the effectiveness and profitability of your online initiatives. Tactics are organized by product within the two major retail banking segments, consumer...

Pricing
Published: Aug. 25, 2004: OBR 109
Abstract: In the report we look at the widespread practice of offering of online bill payment free of charge (see p. 4 for prices at top 50 U.S. banks). You can read the report for our detailed conclusions, but suffice it to say, we are not wild about this trend....

Small and Microbusiness Banking Online 4.0
Published: Jun. 30, 2004: OBR 107/108
Abstract: Main Report: With more than $2 trillion in assets and liabilities up for grabs, the small business market remains attractive to financial institutions of all sizes. This report focuses on the online channel and how it can be used to improve profits...

E-Service 2.0
Published: Apr. 21, 2004: OBR 105/106
Abstract: Making the case for improved online customer service is easy. Online banking customers now prefer it almost 3-to-1 over telephone support (see tables within report). Done right, e-service can increase customer satisfaction, decrease support costs, and...

Lessons from the Credit Card Marketers
Published: Feb. 13, 2004: OBR 104
Abstract: As we entered the Internet era in the mid-to-late 90s, we fully expected the credit card issuers to lead the financial services sector online. For a while, it looked like a good prediction. Many of the early online banking pioneers, NextCard, Providian/GetSmart,...

The Forecast
Published: Jan. 21, 2004: OBR 103
Abstract: Our annual look at the past, present, and future of online banking including a 10-year forecast for online account access, bill payment, and other online financial services. In our look back at the year 2003, we identified the top-10 innovations...

No Phishing
Published: Dec. 19, 2003: OBR 102
Abstract: In earlier reports, we looked at long-term strategies to improve security and prevent unauthorized account access from ID thieves and mass phishers (see OBR #100/101, #93/94). This report looks specifically at recent user education efforts against fake...

Financial Website Usability: Homepage
Published: Oct. 27, 2003: OBR 100/101
Abstract: Six or seven years ago, financial institutions would sometimes post non-transactional websites costing a few hundred dollars. The ante has risen considerably. Some banks are spending six figures just testing their sites. Yet, we have found that many...

2004/2005 Planning Guide
Published: Sep. 15, 2003: OBR 98/99
Abstract: Our ninth annual Planning Guide is packed with more than 500 ideas and tactics you can use to improve the effectiveness and profitability of your online initiatives. Tactics are organized by product within the two major retail banking segments, consumer...

Account Aggregation 3.0
Published: Jul. 31, 2003: OBR 96/97
Abstract: Account aggregation has had its ups and downs. In its current form, the technology will only be used by 15% to 20% of U.S. households. However, we believe it is about to become an enabling technology for a new breed of premium online services that will...

Online Micro-marketing
Published: Jun. 7, 2003: OBR 95
Abstract: Most financial institution websites do a reasonably good job closing the sale. The challenge now is to increase the flow of qualified prospects. With more than 300 million searches conducted each day worldwide (Table 1), the best place to find new customers...

Security & Privacy (part 2)
Published: Apr. 8, 2003: OBR 93/94 Part 2
Abstract: A look at the security areas of the largest 40 retail banks in the United States. A companion to OBR 93/94 (part 1).

Security & Privacy
Published: Apr. 8, 2003: OBR 93/94 Part 1
Abstract: In the developed world, consumers and businesses look to banks to safeguard their assets, especially cash deposits and valuable documents. Similarly, in an age of global hacking and 24/7 access, users are looking for someone to safeguard their financial...

Electronic Messaging & Statements
Published: Feb. 14, 2003: OBR 91/92
Abstract: The inbox is a key to serving online customers profitably. It’s where your customers will be reminded to pay bills or bump up credit lines. Urgent emails to home and work will notify them when balances have dropped perilously low or if someone in Timbuktu...

2002 In Review
Published: Jan. 13, 2003: OBR 90
Abstract: 2002 was marked more by execution than innovation. Many of the best online providers made significant Web-usability improvements, but didn’t expand the basic feature-set. A striking exception is Charter One Bank, which launched a number of new features...

Online Banking by the Numbers 2003
Published: Dec. 10, 2002: OBR 89
Abstract: If not for the foul economic climate and over inflated expectations of the late ‘90s, the online channel would be the toast of the industry. By most measures, online banking is a runaway success. Compounded annual growth since OBR’s founding, at year-end...

Planning for 2003 & 2004
Published: Oct. 18, 2002: OBR 87/88
Abstract: Each fall, Online Banking Report releases its planning guide for the upcoming year. Our eighth annual edition is packed with more than 500 ideas and tactics you can use to improve your online offerings. Tactics are organized by product, and within the...

Adding Value to Electronic Payments (part 4)
Published: Sep. 25, 2002: OBR 86
Abstract: Our final installment in the four part epayments series looks at outsourcing options for electronic bill payments, person-to-person (P2P), and interbank transfers (Me2Me). We profile two interesting new entrants: iPay LLC, and PayCast. Contents Overview New...

Grabbing Desktop Mindshare
Published: Aug. 16, 2002: OBR 85
Abstract: We take a look at ways that financial institutions can "brand the desktop" making it easier to keep banking services top of mind with customers and prospects. Eight methods are proposed ranging from the very low cost (a few hundred dollars) to the high...

Credit Report Monitoring & Identity Protection Services
Published: Jun. 28, 2002: OBR 83/84
Abstract: For the first time, we take a comprehensive look at the burgeoning consumer-direct credit report market. Industry trends are identified along with sales and revenue forecasts through 2011. The various credit report products, both for one-time sale...

Adding Value in Electronic Payments (Part III)
Published: Apr. 22, 2002: OBR 82
Abstract: In part 3, we put it all together and present our ideal "Bank of Dreams" epayments center. Included are charts to help financial institutions prioritize their products offerings depending on total budget size and payments strategy. We also expand upon...

Adding Value in Electronic Payments (Part II)
Published: Mar. 15, 2002: OBR 81
Abstract: In part 2 we take a look at five potential epayments business models, highlighting our favorite: bill payment as a loan generation device. After reviewing average prices for bill payment today, we look at 14 epayment pricing strategies. Finally,...

Adding Value in Electronic Payments (Part I)
Published: Feb. 14, 2002: OBR 80
Abstract: If you'd like to develop a meaningful point of differentiation for your company, an area ripe for picking is electronic payments. In our view, few providers have developed a payment program geared towards genuine user needs. Using FedEx as a metaphor,...

2001 In Review
Published: Dec. 31, 2001: OBR 79
Abstract: A great year for online banking, overshadowed by world events Although the past 12 months will mostly be remembered for bad things, it was a great year for online banking. There were no radical new innovations during the past year, but some of the new...

The Numbers (part 2)
Published: Dec. 12, 2001: OBR 77/78
Abstract: Last month we updated our online banking forecast, noting the significant increase in usage during the past 18 months, where U.S. usage has grown approximately 50% to more than 20 million users (OBR 76, p. 5). This month we drill-down and look at specific...

Online Lending, version 4.0 (part 3)
Published: Jul. 13, 2001: OBR 73
Abstract: Originally, we had planned to conclude our look at online lending last month with the second installment. However, we found so many new innovative features at the top online mortgage lenders, we extended the report for one more month to bring you full...

Online Lending, version 4.0 (part 2)
Published: Jun. 11, 2001: OBR 72
Abstract: In Online Lending part 1 (OBR 66), we argued that banks should embrace what we called Open Lending, a strategy of guiding customers to their optimal source of credit, even if that means helping them secure a loan from another financial institution. This...

2002 Planning
Published: Jun. 5, 2001: OBR 74/75
Abstract: With the free-flow of capital shut off, it may seem like the pressure to innovate is off. We don't think so. Despite the severe downturn among consumer Internet sites and the closing of three prominent Net-only banks, WingspanBank, Security First Network...

Special Report: The Hidden Segment
Published: Apr. 26, 2001: OBR 70/71
Abstract: In this special report we'll help you analyze, justify, design, and launch an online service geared towards microbusinesses. This issue contains the executive summary of the special report, along with an analysis of two promising microbusiness solution...

Searching for Prospects
Published: Mar. 15, 2001: OBR 69
Abstract: By the time you read this, 2001 will be about 25% complete. Are you a quarter of the way to your annual goals? Presumably you sandbagged as much as possible, but you may still need a boost to get the year off to a promising start. This month we present...

After the Bubble
Published: Feb. 5, 2001: OBR 68
Abstract: Let’s face it, whether you work in it, invest in it, or simply write about it, the Internet isn’t nearly as fun as it was a year ago. But fun isn’t what banking is all about, nor what customers are looking for. It’s time to stop dreaming of a quick run-up...

2000 Year in Review
Published: Dec. 31, 2000: OBR 67
Abstract: Y2K was an interesting year. To the surprise of many, the year started without incident. The lights stayed on, the terrorists stayed home, and banks were able to move on to IT initiatives that had a positive impact on the bottom line. In the United States...

Online Lending, Version 4.0 (Part I)
Published: Nov. 27, 2000: OBR 66
Abstract: We've just witnessed the dot-com flame-outs of Mortgage.com and iOwn along with the free-fall in the share prices of most other pure online lenders. Is it time to write off the online loan marketplace as a passing fad? Hardly. Despite the rhetoric in...

Building the Amazon.com of Financial Services
Published: Oct. 13, 2000: OBR 64/65
Abstract: Whether Net-oriented brands open physical storefronts such as DirectBanking.com's Boston branch, is really a marketing question. It worked for Schwab, it will work for several Net-oriented banks, but it's not likely to be a core strategy for most. It...

Account Aggregation 2.0
Published: Sep. 6, 2000: OBR 63
Abstract: It's been one year since we first profiled financial account aggregation pioneer VerticalOne (OBR 53, p. 19-24). Account aggregation, aka statement aggregation, which we named the number one milestone of 1999 (OBR 57/58, p. 8), has generated an unusual...

2001 Planning
Published: Jul. 10, 2000: OBR 61/62
Abstract: Last year we led the annual planning issues with the title, "The Honeymoon is Over" (OBR 52). What we meant was that competition had yet to become intense in the online banking sector. In looking back over the past 12 months, we can see that competition...

Online Banking by the Numbers
Published: Jun. 16, 2000: OBR 60
Abstract: May 2000 marks the five-year anniversary of Online Banking Report as we publish our 60th monthly report. It’s also been five years since Wells Fargo first began posting customer statements on the Web, the first bank in the world to do so. Last month...

Net Banking Catches Fire
Published: Apr. 15, 2000: OBR 59
Abstract: Why do we think Net banking is catching fire? One word, actually one letter, X. The buzz-building Silicon Valley startup X.com is delivering useful, low-cost, and easy-to-use financial services. Leveraging this appealing and viral product, X.com and...

Nothing but Net
Published: Feb. 28, 2000: OBR 57/58
Abstract: Five years after Web banking began at Wells Fargo in May 1995, are we beginning to see serious challengers to the old guard? Find out in our analysis of the new Net-only players, X.com, everbank.com, Virtual Bank, the newly funded CompuBank, and a dozen...

E-Service (part 2 & 3)
Published: Jan. 12, 2000: OBR 55/56
Abstract: During the summer of 1999, we tested the email service of U.S. financial institutions. The results were terrible. At the time we chalked it up to the learning curve and summer vacations. But we found little, if any, improvement in our tests in Oct. and...

Internet Person-to-Person Payments
Published: Nov. 30, 1999: OBR 54
Abstract: Online Banking needs a killer app to fuel growth. Person-to-Person payments involve not only the sender but the receiver – as long as that person is online, they become a customer in order to receive the payment. Seems like more incentive than usual....

2000 Planning
Published: Sep. 19, 1999: OBR 52
Abstract: Will this be the big year? WingspanBank fired the first shot with a goal of one million accounts. We’ve updated the strategy matrix to support your planning efforts—along with some "quick hits" to increase web traffic before the end of 1999. Content Effective...

Virtual Checking Accounts
Published: Jul. 27, 1999: OBR 50/51
Abstract: Will virtual checking combined with a credit card be able to gain control of the payments process while leaving the messy and largely unprofitable paper and branch-based checking services to the existing players? Contents If you build it, will...

Banking the Online Investor
Published: Jun. 15, 1999: OBR 49
Abstract: The bank’s share of assets in the model portfolio continue to decline, but there is more to solving the problem than just adding a quick-fix brokerage element. Content Chasing retail investments online Get core products going first Look for...

Security Concerns as a Marketing Tool
Published: May. 17, 1999: OBR 48
Abstract: Security products and strategies can boost shareholder value when you address your customers’ fear, uncertainty, and doubt about doing business on the Web. Content Making eCommerce Safe (Enough) Building a Trustworthy Brand Making Security...

Activation and Usage
Published: Apr. 8, 1999: OBR 47
Abstract: Are you signing up significant numbers of customers for online service, but the number of actual active users is lagging? This month’s issue provides ideas you need to convert signers to users. Content Return on Time Invested Account Activation...

E-Billing & Payments (part 2)
Published: Mar. 12, 1999: OBR 46
Abstract: What you really need from Web users are their loan balances, and bill payment can help you get them. We will guide you through E-billing business models and pricing strategies. Content E-Billing Participants Business models Loan acquisition...

E-Billing and Payments (part 1)
Published: Jan. 31, 1999: OBR 45
Abstract: As the stock market rewards companies that show rapid growth on the Net, bill payment and banking are relatively untapped sources of traffic. And while bankers were looking over their shoulders at Microsoft, it’s the portals who may seize the opportunity....

Ecommerce Crosses the Chasm
Published: Dec. 31, 1998: OBR 44
Abstract: 1998 appears to have been the year that eCommerce crossed the chasm from niche appeal to mass-market acceptance. When will online banking make the move? Content 1998 in Review Top 10 Milestones for 1998 Top 20 Innovators for 1998 Review and...

Net Lending 3.0
Published: Dec. 7, 1998: OBR 43
Abstract: The Net has become an accepted way to purchase a credit card in the last six months. In just 12 months, more people have applied for a credit card online than have used online banking in the past 15 years. It’s a turning point to notice. Contents Online...

Interactive Business Banking (part 2)
Published: Oct. 31, 1998: OBR 42
Abstract: The Internet will become the platform for all types of business activities, from shipping to order entry to accounting. The economic advantages will be dramatic. Contents The Business Case One Community Bank's Reasons Vendors Release Small...

Interactive Business Banking (part 1)
Published: Sep. 28, 1998: OBR 41
Abstract: Intuit may want your customers, but there are several ways to play in this game. Contents Digital Business Banking One Business's Dream Service One Business's Wish List Virtual CFO@YourBank.com Innovations: HotOffice virtual office QuickBooks...

1999 Planning
Published: Aug. 29, 1998: OBR 40
Abstract: The one-safe-source for online banking business planning with the latest market projections, updated forecasts, Strategy Matrix, and Quick Hits.

Building the Amazon.com of Financial Services
Published: Jul. 7, 1998: OBR 38/39
Abstract: Quicken.com has the early lead in the race to become the dominant personal finance hub. But financial institutions of all sizes can build personal financial hubs, becoming the central point for financial information, planning, and transactions. Contents Should...

Interactive Mortgage Banking (part 2)
Published: May. 29, 1998: OBR 37
Abstract: Who is doing a good job of reassuring users that online applications will be handled in a safe, secure, and timely fashion? Contents Index of Product/Marketing Tactics Online Mortgage Pioneers Gallery of Mortgage Innovations Bank of America's...

Online Mortgage Lending 1998 (part 1)
Published: May. 5, 1998: OBR 36
Abstract: If you didn’t build that online mortgage module in time for this spring’s refinancing mania, you aren’t too late to catch the next wave. Contents Real Estate Industry Snapshot Increasing Online Mortgage Volume Building Complete Relationships...

Non-Financial Web Content (part 2):
Published: Mar. 27, 1998: OBR 35
Abstract: If your strategic plans include increasing market share among online consumers, non-financial features deserve a second look. Contents Hire a Webmaster-in-Residence 27 Non-Financial Content Ideas Free email Flight tracker Travel club ...

Strategic Non-Financial Web Content (part 1):
Published: Mar. 4, 1998: OBR 34
Abstract: As financial Web sites proliferate, you’ll have to do more to maintain an edge on the competition. Contents Strategic Non-Financial Web Content Selecting Online Content to Support Strategic Initiatives Most Visited Financial Sites Ten...

Online Banking Momentum Builds
Published: Jan. 27, 1998: OBR 33
Abstract: It took nearly a decade and a half for online banking to achieve a 1% penetration rate of U.S. households, an event that occurred in early 1996. What will those numbers look like in 18 months? Contents 1997 Year in Review Online banking forecast ...

Interactive Bill Payments (part 2)
Published: Dec. 20, 1997: OBR 32
Abstract: Contents Bill Pay Services for Any Budget Business Models Bill pay service fees Loan revenues Ancillary product sales Cost vs. price dynamics Pricing scenarios Digital Payment Vendors Tour of Bill Presentment Demos Financial...

Interactive Billing and Payments (part 1)
Published: Nov. 25, 1997: OBR 31
Abstract: Contents Opportunities in Bill Presentment Market Research Results Segmenting the Market How to Profit from Presentment Approaches to Electronic Bill Pay 18 Enhancements for Internet Billing and Payment Innovations: Suffolk County...

Interactive Lending v2.0
Published: Oct. 29, 1997: OBR 30
Abstract: Contents Marketing Credit Products Online Web-based indirect lending Web-branded lending sites Second-tier Web Sponsorships Regional Web sponsorships Co-branded linkages Speedy Originations Maximize search engine exposure ...

Digital Business Banking
Published: Sep. 15, 1997: OBR 29
Abstract: Contents Four Easy Web Improvements Serving Small Business Online: Commercial Lending Services Payment Services E-Commerce Services Shipping Service Center Web Research Center Professional Services Center Business Concierge...

1998 Planning
Published: Aug. 15, 1997: OBR 28
Abstract: Contents 13 Differentiation Strategies for 1998 Ten Way to Improve Online Customer Service Functionality Ten Ways to Get Noticed Online without Busting the Budget Developing the Plan Four-pronged Approach to Delivery Channel Channel...

Making the Case for Online Banking
Published: Jul. 15, 1997: OBR 26/27
Abstract: Contents Analyzing the 5 Headed Beast A Dozen Ways to Make the Case for Internet Banking Eight Steps for Estimating Revenue Potential Fee-Based Online Services Identifying the Total Cost by James Van Dyke Five Steps for Determining...

Customized Financial Services (part 1)
Published: May. 15, 1997: OBR 25
Abstract: Contents Delivering Relevant Information: Example -- CyberTravel, Inc. Building a Custom-Delivery Banking Service Banks with User-Customizable Websites Bank of America Deposit Guaranty Fleet Financial PNC Bank Mining the Data for...

Customized Financial Services (part 1)
Published: Apr. 15, 1997: OBR 24
Abstract: Contents Online Personalization Methods Mass Customizing Financial Services: Custom Web views Virtual personal bankers Pushing Web content Building your own account Beyond Account Data: Adding Value Online by Product Web Critic:...

Mortgage Banking Meets the Web (part 2)
Published: Mar. 15, 1997: OBR 23
Abstract: Contents Gaining Competitive Advantage Online Product Manager: The model mortgage Web Cyber enhancements for mortgages Marketing opportunities ATMs and Beyond: Delivery Systems at a Crossroads by Doug Randall Digital Payments: Digital's...

Mortgage Banking Meets the Web (part 1)
Published: Feb. 15, 1997: OBR 22
Abstract: Contents Opportunity Knocks Partnerships Proliferate Online Scorecard: 85 Financial Calculators from SmartCalc (FinanCenter) Web Critic: Countrywide Sets the Mortgage Pace Roundup of Mortgage Sites at Retail Banks Digital Payments:...

Delivering the Goods
Published: Jan. 15, 1997: OBR 21
Abstract: Contents Online Marketing: Business plan add-ons for 1997 Online Trends: Top industry developments of 1996 Online Product Manager: Microsoft's New ActiveStatement Product of the Month: Beneficial Finance's Two-Minute Loan Scorecard: 2,000...

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