NetBanker Recent Comments

Service: Even Business Customers Deserve Jargon-Free Correspondence

Thu, 09 Feb 2012 20:30:21 -0800

Author: Chris Fleischer
Date: Feb 10, 2012 11:40 AM

Jim, Unfortunately, this looks worse than the letters from my long, lost uncle in Nigeria. Thanks for sharing.

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Service: Even Business Customers Deserve Jargon-Free Correspondence

Thu, 09 Feb 2012 20:30:21 -0800

Author: Dan Dickinson
Date: Feb 10, 2012 7:06 AM
URL: http://www.dandickinson.com

Jim, you missed the best part: they included a Telex number! You know, just in case you want to time travel back to the 1960s and get in touch with them.

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Suspicious Activity Messaging: When You Urgently Need to Contact Business Clients

Thu, 26 Jan 2012 21:20:48 -0800

Author: Jim Bruene
Date: Feb 8, 2012 3:15 PM
URL: http://www.netbanker.com

Thanks for the comment. I understand the strategy of "escalating" to the phone channel because of a potential compromised computer/email. That makes sense. But I object to ONLY using that channel. I'd also like a text message and email heads up that tells me to check my voice message/call the bank. Otherwise I'm not going to bother listening to the VM from a random 800 number. -- Jim

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Suspicious Activity Messaging: When You Urgently Need to Contact Business Clients

Thu, 26 Jan 2012 21:20:48 -0800

Author: Todd Inskeep
Date: Feb 7, 2012 11:23 AM

Jim, Banks are using the phone channel in this scenario because of fraud. In many cases, fraudster's would have taken over both your online banking account, and your email account - so sending messages from the bank to your email would let the bad guys verify their fraudulent money transfer through your own email. Even using calling your phone number isn't 100% safe as fraudsters are also changing your phone number or using call forwarding to redirect calls to themselves - again letting them verify the fraudulent transaction. Unfortunately, we live in a world where too many people re-use one password for online banking and their email accounts, or their email accounts are easily guessed and taken over. Texting with the bank's has become popular for just this reason - its harder for fraudster's to attack.

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Encouraging Customers to Post Bank Reviews on Yelp and Google

Wed, 16 Mar 2011 20:46:29 -0800

Author: Sal Sanchez
Date: Feb 2, 2012 11:12 AM
URL: http://www.bazaarvoice.com

Or, you can SAFELY host reviews on your brand and/or facebook sites to directly engage your customers. Examples: See USAA - http://bit.ly/yli6BR See Navy Fed Credit Union - http://on.fb.me/yX4dVF contact me @ sal.sanchez@bazaarvoice.com for more info.

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Service: The Value of a Search Box within Online Banking for the DIY Crowd

Mon, 30 Jan 2012 17:38:05 -0800

Author: AJ
Date: Jan 31, 2012 2:44 PM
URL: http://digitalmeatcleaver.com

Great example of self service done right. Using natural 'human' thinking and context, to deliver the experience you were looking for. Thanks for sharing. This line echoes my sentiments exactly "Call center service was a necessary evil. Going forward, let's get rid of it. Self-service, whether completely automated or "guided" by real humans, saves money, and done right, can be a more satisfying customer experience."

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Service: The Value of a Search Box within Online Banking for the DIY Crowd

Mon, 30 Jan 2012 17:38:05 -0800

Author: NLG
Date: Jan 31, 2012 10:47 AM

Perfect timing for this article for me... it really speaks to a need to have all systems integrated perfectly for optimum customer service. Do you happen to know who Capital One's knowledgebase vendor is? Also, there is a broken link above. "Investigate a suspicious charge"... just FYI.

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Banks and Credit Unions on Twitter

Fri, 13 Mar 2009 21:36:45 -0800

Author: SpotCred.com
Date: Jan 28, 2012 10:25 AM
URL: http://spotcred.com

Twitter is power platform for consumers to voice their bank complaints. However, Banks must discover dissatisfied customers- to resolve complaints. http://SpotCred.com helps banks identify dissatisfied customers, and then determine the appropriate "next steps" based on the type of complaint.

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Can Savings Accounts Be Social?

Wed, 04 Jan 2012 11:55:24 -0800

Author: Abbie
Date: Jan 27, 2012 11:08 AM
URL: http://www.yourfinancialeducatontutor.com

I think that you can create a social site of anything nowadays and that's including Savings Accounts. I believe that the concept of having a social network of savers is cool. I can really see hundreds of individuals joining a network simply because they want to share information about how their saving plans are working. I communicate with people often about their savings and I tell them about mine. banking tutorial

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India's ICICI Bank Launches Online Banking via Facebook

Tue, 17 Jan 2012 13:06:35 -0800

Author: ICICI Bank Care
Date: Jan 26, 2012 8:49 PM
URL: http://www.icicibank.com

Dear Mark, We are sorry to hear about your experience. Please send us your contact details at care@icicibank.com. Our official will assist you soon. Refer "2619474" in the subject line. Regards, ICICI Bank Customer Service Team

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Op Ed: Rise of the Feenix

Thu, 19 Jan 2012 17:23:29 -0800

Author: Karen Gordon
Date: Jan 24, 2012 12:40 PM
URL: http://www.zootweb.com/blog/index.php/author/karen-gordon/

A 'positive pricing model' for banks seems like a good idea in theory. The most critical aspect for banks introducing fees will come in the execution. The value the customer will derive by paying a fee for a service needs to be very transparent. If there isn't value, or if the customer does not perceive there is value, customers will be disgruntled regardless of the positive intent.

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Op Ed: Rise of the Feenix

Thu, 19 Jan 2012 17:23:29 -0800

Author: Kevin
Date: Jan 20, 2012 9:37 AM

I'd love this. It will spell the demise of the traditional retail bank, and the rise of the fully online bank. Why? Because it's silly to charge for mobile banking (a significanlty lower cost delivery channel than almost any other). So start charging for high-use, low-efficiency channels like branch visits and the call center. ATMs, too (oh, they already do that). The result: the low expense, internet-only model of Bank of Internet, ING Direct, BankSimple, Betterment, etc. will enjoy the outflow from the feenix.

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US Bank's Over-Zealous Login Lockout

Thu, 08 Mar 2007 11:52:35 -0800

Author: jesse smith
Date: Jan 20, 2012 7:26 AM

I especially liked the part where you explained how to fix this, instead of telling us bank representatives who will never see this what they should do.

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India's ICICI Bank Launches Online Banking via Facebook

Tue, 17 Jan 2012 13:06:35 -0800

Author: Mark
Date: Jan 19, 2012 4:00 PM

A few years ago I opened an ICICI account. They weren't even able to send me the credentials I needed to log into online banking. I got fed up waiting and visited their office in person to close the account. Then they wanted to charge me a penalty for performing an in-person transaction. Are you kidding me? The only reason I was there in person was because they were inept and unable to get me online. Needless to say, I didn't pay any charge. If they can't get a new client set up with online banking, I shudder to think what will transpire with this Facebook offering. They should focus on the basics first.

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Design: Lose the Combined "Investments & Insurance" Navigation Category

Fri, 13 Jan 2012 18:01:02 -0800

Author: Alex
Date: Jan 16, 2012 7:53 AM
URL: http://www.mybanktracker.com

MidMo Bank is another example of a finance website that promotes their insurance devision through design and placement. As you can see on the homepage, Insurance has a prominent position in both the main navigation and secondate call outs. http://www.midmobank.com/

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Can Savings Accounts Be Social?

Wed, 04 Jan 2012 11:55:24 -0800

Author: Karen Gordon
Date: Jan 12, 2012 12:38 PM
URL: http://www.zootweb.com/blog/index.php/author/karen-gordon/

This marketing strategy is precisely why I opened my ING account years ago. It was the same offer (free money for me and the friend who invited me), but the messaging was different. I like the ING approach given in this example, current and progressive much like its company brand. This "refer-a-friend" model has been successful in other channels (Dropbox is the first that comes to mind), so it will be interesting to see how it plays out for banks. Financial "sharing" may not take off, but just like Facebook people vary when it comes to sharing personal information. Some will be more inclined to embrace this type of network than others.

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Can Savings Accounts Be Social?

Wed, 04 Jan 2012 11:55:24 -0800

Author: Marie
Date: Jan 6, 2012 8:49 AM

It is called PiggyBanc. www.piggybanc.com

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Can Savings Accounts Be Social?

Wed, 04 Jan 2012 11:55:24 -0800

Author: Marie
Date: Jan 5, 2012 1:51 PM

Many credit unions in shared branching have a program that is already in place like this. It is great for young families.

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Bank of America Offering 1 Year Free McAfee Internet Security at Online Banking Logout

Wed, 21 Oct 2009 15:01:50 -0800

Author: TEX
Date: Dec 31, 2011 9:47 AM
URL: http://www.netbanker.com/cgi-bin/mt/mt-t.cgi/2214

I enrolled in the Bank of America sponsored McAfee free initial 12-months promotional offer on 12/15/2011, but my Bank of America credit card was charged for this supposedly FREE offer!! Has this happened to anyone else??

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The Demise of the Branch (for real)

Tue, 20 Dec 2011 16:23:16 -0800

Author: Flavio
Date: Dec 20, 2011 6:33 PM
URL: http://americarealtyonline.com/

what you say makes a lot of sense...I was in the s&l and banking industry so I speak from experience...

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