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Lessons from the Credit Card Marketers
February 2004
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, Wingspan Bank, C2it, Juniper Financial, had...[more]
The Forecast
January 2004
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 and industry developments of the year, included the...[more]
No Phishing
December 2003
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 emails and potential solutions, both short- and long-term. While monetary losses...[more]
Financial Website Usability: Homepage
October 2003
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 banks are still underinvesting in their homepages. For the price...[more]
2004/2005 Planning Guide
September 2003
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 and small- and micro-businesses. The report also includes...[more]
Account Aggregation 3.0
July 2003
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 prove both...[more]
Online Micro-marketing
June 2003
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 online is still the search engine...[more]
Security & Privacy (part 2)
April 2003
A look at the security areas of the largest 40 retail banks in the United States. A companion to OBR 93/94 (part 1).[more]
Security & Privacy
April 2003
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 information, maintain the highest levels of privacy, and assist...[more]
Electronic Messaging & Statements
February 2003
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 has tried to...[more]
2002 In Review
January 2003
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 including, fyiAlerts, the OBR Innovation of the Year. See Top...[more]
Online Banking by the Numbers 2003
December 2002
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 1994, has been 80%. Worldwide, more...[more]
