Reg E Opt In Results Better Than Expected

As I travel across the country and talk to bankers about their early Reg E opt-in results, many are experiencing significantly higher than expected acceptance rates. In fact, some banks have indicated that they have achieved opt-in rates of as high as 85% or more from the highest impacted segments (those who have the highest use of overdraft coverage) and more than 95% from new customers who are opening a new account.

This level of acceptance should provide some comfort to financial institutions who have been concerned about a massive outflow of fee income as a result of Reg E beginning on August 15. Alternatively, this level of opt in sets the bar rather high for those organizations who have either not begun their Reg E communication or had thrown in the towel expecting customers to opt out on a massive basis.


In talking to those bankers who have achieved best-in-class results, here are the consistent strategies for success:

• Connect with customers using as many channels as possible - While response to statement inserts, direct mail and ATMs has not been as strong as the outbound telephone, 1:1 branch contact and email channel, the most successful banks have used all channels to provide a clear understanding of the regulation and to generate response.
• Use all outbound phone capabilities available - When a direct connection is made with a customer discussing the option of 'keeping their coverage the same' and 'having the assurance of no surprises', success rates have approached 90+%. Banks are using all of the resources possible to make these calls, including branch call nights, outsourced providers and leveraging inbound call resources.
• Expand communication beyond high opportunity segments - Instead of only connecting with high OD households, the most successful organizations are reaching out to all of their customers regarding opting in. While not having the same immediate financial impact, this communication emphasis will avoid potential negative customer experiences in the future.

As a result of the strong results achieved to date by those banks who started early, most of the financial institutions I have talked to have communication strategies that extend well beyond August 15. While the regulation takes effect on that date, most banks are going to continue mailing and call efforts until they have reached as many households as possible. Obviously, knowing that an 80+% acceptance rate is possible provides the financial incentive to not approach this effort casually.

Use of Online Banking and Bill Payment Continues to Grow

According to the 2010 Consumer Billing and Payment Trends survey published this week by Fiserv, the number of households that use online banking increased more than six-fold between 2000 and 2010, and the number that use online bill payment increased nearly eight-fold. In fact, 72.5 million U.S. households (80 percent of all households with Internet access) use online banking, while 36.4 million households (40 percent of all households with Internet access) use online bill payment.

Illustrating that online bill payers are not just the youngest and wealthiest demographic, in 2010, consumers age 21-34 made up 28 percent of online bill payers, consumers age 35-54 made up 48 percent, and consumers over age 55 made up a surprising 24 percent of all online bill payers, while more than a third of online bill payers had a yearly household income of less than $50,000.

In addition, as other studies have shown, consumers who pay bills online consistently use more services from their financial institution than the average customer, with usage of additional services becoming even more pronounced in recent years. Loyalty is also strong, with 49 percent of customers who use online bill payment saying they were less likely to switch to another financial institution as a result of their experience with the service.

Fiserv suggests that with the similar benefits of biller direct and emerging technology alternatives (such as PFM), it will be more important than ever to illustrate the benefits of bank-based online bill payment including the consolidation of billing and payment into a single site and the ability to eliminate the need to remember multiple passwords.

School’s out, but the learning never stops

Google Analytics and Google Website Optimizer Seminars for Success are a great way to get in-depth, hands-on training on two products that can help you maximize your marketing and website ROI. Seminars are available coast-to-coast all summer long. Starting in June, we have three sets of seminars being held in New York, Phoenix, and Chicago.

Here’s a look at what you’ll learn by attending a seminar with one of our Google Analytics Certified Partners (GACP).

Google Analytics – Introduction & User Training

Whether you’re just getting started or have been involved with Google Analytics for a while, if you’re looking for a thorough training in all of the reports Google Analytics provides, this is the course for you. First, you’ll get a detailed background in the web analytics industry. Then you’ll go through a detailed examination of all of the reports Google Analytics has to offer, with real-world examples of how they can help you. You’ll also learn how to segment your site’s users, spot key trends, and of course, how to take your web analytics data and use it to your advantage.

Google Analytics – Advanced Analysis Techniques

If you’re already familiar with the basics of Google Analytics and are looking to become more sophisticated in your analysis, this course will show you how to do just that. Whether your business goals are user engagement, lead generation, or e-commerce, you’ll benefit from learning how to use the most advanced analysis features of Google Analytics, like Intelligence and Advanced Segmentation.

Google Analytics – Implementation & Advanced Topics

For those who are comfortable with Google Analytics but want to dive deeper into the technical side of GA, this advanced technical implementation course is for you. This training is tailored a bit more toward the tech-savvy, but is extremely valuable to anyone who wants to learn what Google Analytics can do when taken beyond the “plain vanilla” implementation. You’ll go “under the hood” of Google Analytics and learn about filter configuration and setup, opportunities for advanced, custom implementations, as well as the newest beta features that are rolling out.

Website Optimizer

Once you’ve nailed down your Google Analytics implementation, you’re ready to start taking action on your data by testing your website. This interactive training in Google Website Optimizer teaches you how to test your site to improve your users’ experience and your business’s bottom line. Attendees will receive a strong background in landing page testing and testing best practices, many real-world case studies, and an optional, hands-on lab experience in starting both A/B and Multivariate tests.

New York, NY: Register Here

June 8: Google Analytics Introduction & User Training

June 9: Google Analytics Advanced Analysis Techniques

June 10: Google Analytics Implementation & Advanced Topics

Phoenix, AZ: Register Here

June 9: Google Analytics Introduction & User Training

June 10: Google Analytics Implementation & Advanced Topics

June 11: Google Website Optimizer

Chicago, IL: Register Here

June 23: Google Analytics Introduction & User Training

June 24: Google Analytics Implementation & Advanced Topics

June 25: Google Website Optimizer

If these dates don’t work for you, see the complete Seminars for Success schedule.

Posted by Trevor Claiborne, Google Analytics Team

New Google Analytics Book Released

A new book by a stellar team is now available for you to take your usage of Google Analytics to the next level. It's called Performance Marketing with Google Analytics, by Sebastian Tonkin (former Googler), Caleb Whitmore of Analytics Pros and Justin Cutroni from WebShare (both Google Analytics Certified Partners). Here's what Sebastian told us about it when we asked him how this book was different from others:

Sebastian: "Google Analytics can save you money! Use it to figure out what works with your online marketing, invest in that, and throw out the rest. This is the focus of our new title on Google Analytics geared toward business people and online marketers with an eye toward the bottom line."

Avinash Kaushik pitched in with a Forward, writing: "The key to real and magnificent success is not the ability to purchase a tool... but rather the ability to ensure a clean implementation and bring to it a mental model that will rock this world. This book is focused, page after detailed page, on doing just that."

See how real-world businesses use Google Analytics to drive online strategy and improve ROI on a daily basis. Follow step-by-step examples and learn how to:

• Track and optimize social media, SEO, email and offline campaigns.
• Maximize ROI on your marketing spend.
• Build a strong team to support Google Analytics inside your organization.
• Get more from your Adwords campaign.
• Use the web to understand what customers want.
• Create customer loyalty on your site.
• Use feedback from users to guide online strategy.
• Win share from competitors.

Caleb went further into depth on the contents: "This book tackles the delicate challenge of teaching how to think as well as what to do.

• The first section focuses on the philosophical, managerial and organizational aspects of succesfully utilizing web analytics technologies to drive greater marketing performance.
• The second section covers the end-to-end of how to plan, install, configure, and use Google Analytics to its fullest capability.
• The final sections then covers application of the concepts and capabilities from the first sections to specific marketing disciplines - site optimization, display and sponsored search ads, organic search engine optimization, offline, email marketing, and more.

The end result: learn how to think, get guidance on setting up Google Analytics correctly, and then discover practical steps to drive higher performance from all aspects of marketing."

Thanks guys, and great work. Grab a copy on Amazon or find out more on the book's companion site, www.analyticsformarketers.com.

Posted by Jeff Gillis, Google Analytics Team

Top 10 Mistakes Made/Lessons Learned on Twitter

I joined Twitter in July of 2007. Learning how to effectively use Twitter to connect with friends and meet new people was certainly a work in progress for me. If only I'd known then just what a powerful networking tool Twitter was! Looking back at my own twitter journey, there are a few things I wish I’d known before I started tweeting. I’m a big fan of lists, so here goes…

Top 10 Mistakes Made/Lessons Learned on Twitter
1. First Impressions First: You make a first impression with your Twitter profile/page in a matter of seconds, if that. If you haven’t taken the time to “brand” yourself, be sure to put the thought, time and effort into creating this brand BEFORE you attempt to make connections on Twitter.

2. Your Background Counts (twitter background, that is)
Your twitter profile background makes up a significant part of your first impression. If you’re skilled at Photoshop, you may choose to carefully design your own, otherwise, it may be best to go with a twitter background site design such as http://www.twitterbackgrounds.org or http://www.twitter-backgrounds.net). Remember, nothing too cutesy or outrageous. Professional is best.

3. You know what they say about a picture…( it’s worth a thousand words)
The same holds true for your profile picture on Twitter. My advice would be to choose a professional-looking photo that isn’t too uptight. Some people incorporate a company logo into their profile photo if there is room. If you’re tweeting for your company, the company logo may serve as the best profile “photo”.

4. Who Are You, Anyway?
In your twitter bio, you are tasked with describing (in 160 words or less) who you are, what you do, and why you came to the party. Be strategic, but not braggy! Avoid terms like “expert”, “ninja”, “master”, etc. Have a little fun. Show you’re well-rounded and looking to connect with other like-minded professionals.

5. Checkin’ You Out…
You have the opportunity to share a link to your website. You only have one link, so you’ll need to make it count. Since you’re limited in your profile description, your website link is the next-best place people will go to learn more about you. Whether you link to your homepage, a blog, or your facebook page is up to you, but think about the pros and cons to each before you proceed.

6. Tweet FIRST, Friend Later: This one goes along the same lines as the first tip. If first impressions are first, then think about this with me for just a moment…You’ve dressed up your twitter page with a professional background, you’ve artfully written your “bio” and carefully selected just the right photo for your profile. Now, you think it’s time to “connect” or “friend” as many people as possible, starting that second! Word to the wise…hold your horses! The first thing most people do when they are making the decision about whether to “follow” you back is pull up your twitter page. Essentially, they are checking you out to see if you are legit. When they see you’ve made only one “hello, world!” tweet, you’ve discredited yourself. The chances of them following you back, unless they are personal friend, are slim to none. As much “give” as you’ll find in twitter, there is equal “take”. What I mean by that is quite simply, people don’t want to waste their time “following” your tweets if they don’t think you have anything to contribute. My advice (from personal experience) would be to spend several days or even weeks tweeting before you attempt to build your connections. Make sure your tweets are well-rounded and a good representation of who you said you were in your bio.

7. Make Your Connections Count
The temptation initially is to make as many connections as humanly possible on twitter. Try your best to resist this urge! You’re new to Twitter, and making hundreds of connections right away may result in you being overwhelmed with your tweet stream. Furthermore, it may also send a red-flag to Twitter that you are abusing the system, putting your Twitter account in jeopardy. Start small, making legitimate connections. Then actually attempt to engage in meaningful tweets. For example, if you have an interest in art, connect with local artists on Twitter. Tweet about their work and what you find most interesting about it. You’ll find they will typically respond back with a tweet and mention, thanking you and engaging back.

8. It’s what you DO with your account that matters
You can have thousands of followers, but if you haven’t made legitimate connections with any of them, you may find yourself lost in the crowd. Be consistent in your tweeting. Initially I set a goal to tweet something at least once a day. My goal was even more specific than that, since I actually had a goal to not only tweet once a day, but to use that tweet about something related to marketing. Whether it was a link to an interesting marketing article, or to retweet something another marketer had posted, the goal was one tweet a day.

9. Re-tweet (RT) with care
My tendency initially was to re-tweet instead of coming up with my own tweets. Re-tweeting is actually a great thing, but you want to be careful not to become known as a constant re-tweeter who never has anything original to say. Try to create a balance between re-tweets, original tweets, and conversational tweets.

10. Give Back!
Once you’ve formed a circle of tweeps, BE THERE when they need help. It only takes a few minutes to help point someone in the right direction when they’ve asked for assistance. Helping others is a great way to show your tweeps that you’ve connected with them because you DO care. The other day someone I follow on twitter said she needed help finding a good online RSVP company. I had experience with e-vite, but took a few minutes to search the web for other RSVP companies. I scanned a few articles quickly and did a variety of searches. Less than 5 minutes later, I had 4 companies that I could recommend she check out. I was sure to mention I only had experience with e-vite, but that the others may be worth a look. A few minutes later, I had a thank you tweet from her. We’d officially “connected” in a real way. You’ll find the more you give, the more you get. I’ve been blessed with generous help and tips more times than I can count through the power of twitter. After all, isn’t connecting with and helping others what we are here to do anyway?

New Ad Planner features: the Ad Planner 1,000 and greater integration with AdWords

Today, we’re introducing several new features that integrate DoubleClick Ad Planner data with other Google advertising solutions. These features help streamline the process of planning and building online ad campaigns and give you useful data for making more informed media planning decisions.

Ad Planner Top 1,000 Most Visited Sites

One of these new key releases is the Ad Planner 1000 list, a list of the top 1,000 global sites on the web by unique users as measured by Ad Planner. Published monthly, this list details the number of unique visitors, number of page views, and reach for each of the sites included. It’s a great way to quickly reference the most popular sites on the web.

The Ad Planner 1000 list is another step in the evolution of Ad Planner in providing reliable traffic and audience information for websites. In conjunction with it, the Google Content Network just released an Ad Planner 1,000 targeting feature. We hope that the combination of these two features helps provide you with more actionable data to use in your display ad campaigns.

Exporting Google Content Network Placements to AdWords

We’ve heard from many of you that you’d like to be able to easily buy Google Content Network placements that you find through Ad Planner. With the newly launched Export to AdWords feature, you can now simply export Google Content Network placements from Ad Planner into AdWords. These exported placements will be set up as a new campaign or ad group within your AdWords account. If you’re running text ads or display ads on the Google Content Network, this is an easy way to build media plans of managed placements.

Creating Lists in Ad Planner

To help you create your own list of favorite sites to save and add to your media plans, we’ve also recently launched ‘Lists’ in Ad Planner. With ‘Lists’, you can store sites and placements in lists for future use in media plans. To get you started, we’ve made the Ad Planner 1,000 list available to all Ad Planner accounts as both an online reference and as a downloadable file.

Our goal with the AdPlanner 1000 and other recent updates is to offer you new tools that allow you to plan more efficiently, and more data so that you can make more informed advertising decisions.

Visit www.google.com/adplanner to check out the new features.

Posted by Rohit Kundaji, Software Engineer and Wayne Lin, Product Manager

New tool for brand advertisers on the Google Content Network

Over the past year, we've focused on building new solutions on the Google Content Network for campaigns focused on branding. Last year we introduced frequency capping to help you manage how often your Content Network campaigns reach the right people. We then launched an “above the fold” filter to allow you to show ads only in places that appear on potential customers’ screens when the page loads. We also developed innovative tools to measure the impact of brand campaigns.

Today, in response to feedback from many of you who run branding campaigns, we're announcing a new filter that allows you to show your ads only on AdSense sites among the 1000 largest on the web, as defined by DoubleClick Ad Planner. This new feature will ensure that your ads reach a large number of users, but only on well-known sites best suited for branding goals.

To activate the new filter, select ‘non Ad Planner 1000’ within the ‘category filters’ section of your AdWords account. Keep in mind that not all sites in the Ad Planner 1000 are in the Google Content Network and that your ads will only show on those sites that are.

It's important to note that the Ad Planner 1000 does not take performance statistics into account, and that by enabling this filter, you may be excluding many sites that are relevant to your advertised products. Additionally, with this or any of our other brand filters enabled, your campaign will run on fewer sites, so you may need to raise your bids if you’d like to maintain your impression levels. We recommend experimenting to determine which feature or combination of features best meets your goals.

We hope this new feature gives you greater control and assurance over where your ads appear and makes the Google Content Network an even more powerful environment for effective branding campaigns.

Posted by Katrina Kurnit, Inside AdWords crew

Web Analytics TV #9 with Avinash and Nick

This is the 9th exciting episode of Web Analytics TV with Avinash Kaushik and Nick Mihailovski, where you ask questions about web analytics via the Google Analytics Google Moderator site and we answer them. We had lots of fun putting this episode and we hope you get a kick out of watching it. Here is the list of last week’s questions.

In this action-packed episode we discuss:

• How to track each referral source overtime for visitors
• How to share custom segments and reports with other people
• Getting transaction data for only one referral source
• Is there a place to share Google Analytics code snippets and regular expressions?
• Cross domain tracking when users right-click and open in a new window
• How you need to think about Page Speed and Google Analytics
• Using the comparison report with two date ranges (and hypercube space)
• Sending historical or futuristic data into Google Analytics
• Why eCommerce reports do not match an eCommerce backend system
• Tracking commas instead of decimals for revenue in eCommerce
• Tracking pigViews (just watch the video :-)
• Reporting on content consumption (like pageviews) by keywords
• Setting the visible number of rows in reports
• How to normalize keywords to replace underscore with spaces
• Best practices on upgrading to async tracking code
• Best practices to report on cities in a particular state

If you found this post helpful, we'd love to hear your comments. Or, please submit a question or vote for your favorite question in our public Google Moderator site and Avinash and I will answer the newest batch in a couple of weeks with another video.

Posted by Nick Mihailovski, Google Analytics Team

Greater choice and transparency for Google Analytics

Many website owners use Google Analytics and other web analytics tools to make business-critical decisions about how to improve their websites by understanding how users engage with their webpages. We’ve worked hard to make Google Analytics both a robust and reliable web analytics platform while also ensuring the trust and privacy of visitors of these websites. Today we’re taking additional steps to provide even more choice and transparency for both website owners and users.

First, we’re announcing the availability of the Google Analytics Opt-out Browser Add-on. The opt-out provides users with a choice of whether information about website visits is collected by Google Analytics. The add-on stops data from being sent from your computer when you visit websites that use Google Analytics Javascript (ga.js) to track usage. The beta version of the opt-out that we are releasing today is available for Internet Explorer, Firefox, and Chrome, and can be downloaded here: tools.google.com/dlpage/gaoptout.

Additionally, we’re also releasing new functionality for website owners to provide an additional level of privacy for visitors to their sites by offering an option to anonymize IP address information sent to Google. Google Analytics uses the IP address of website visitors to provide general geographic reporting. Website owners can now choose to have Google Analytics store and use only a portion of this IP address for geographic reports. Keep in mind, that using this functionality will somewhat reduce the accuracy of geographic data in your Analytics reports. You can learn how to implement this within your existing Google Analytics installation here: http://code.google.com/apis/analytics/docs/gaJS/gaJSApi_gat.html

We’re committed to Google Analytics as an industry-leading web analytics platform that also provides users with transparency and choice when it comes to privacy.

Posted by Amy Chang, Director of Product Management, Google Analytics

Improvements to view-through conversion reporting for display campaigns

This week, we’re making two new feature enhancements to our view-through conversion reporting to help you more effectively measure the ROI of your display campaigns on the Google Content Network. View-through conversion reporting, which we launched last year, helps you measure the conversions that result from users who have seen but not clicked on your display ads. The enhancements we’re making will allow you to customize this reporting to better fit your needs.

Customizable view-through conversion window. You’ll be able to set a custom range for the window of time for which you’d like view-through conversions reported. Previously, this window was set to 30 days, meaning we reported on the number of view-through conversions that occurred up to 30 days after a user saw your ad. Now, you’ll be able to customize this time-frame, based on what makes sense for your product or service. For example, if you’re a local pizza shop looking for users to download a coupon and order a pizza, users will generally respond to your ad within a day or two after seeing it. In this case, you might set a reporting window that’s much shorter than if you were an auto dealership, for example, as it may take several weeks before a user schedules a test-drive, given the a longer sales cycle for automobiles.

De-duplication of search conversion reporting. In addition, you’ll also have the option to exclude reporting for view-through conversions that are duplicated across both the Search and Content Networks. If you enable this feature, we will exclude from your view-through conversion reports conversions that come from users who have also clicked your search ads. These conversions will only be attributed to your search ads.

If you decide to apply these settings for your campaigns, please note that they will affect data moving forward in your account.

We believe these improvements will make view-through conversion reporting more accurate and actionable for you. If you’re using view-through conversion tracking today, we recommend you evaluate these two new options and implement them based on your needs. However, try to avoiding flipping back and forth between enabling and disabling these settings as this can muddy the usefulness of your campaign metrics.

If you’re advertising using display ads on the Google Content Network, but are new to view-through conversion tracking, we encourage you to implement it to more effectively track the ROI of your display campaigns. Remember, display ads often drive performance beyond immediate clicks and conversions, like from users who may visit your site and make a purchase after seeing your display ad, even if they haven’t clicked. Learn more in our Help Center.

Posted by Dan Friedman, Inside AdWords crew

Happy U.S. Small Business Week

Each year since 1963, the President of the United States has set aside a week to celebrate the contributions of American small businesses: National Small Business Week. Taking place in Washington D.C. from May 23rd – 29th this year, the event salutes the estimated 27.2 million small businesses in America.

At Google, we feel it’s especially important to show our appreciation, admiration and respect for small business owners and employees during this time. We get to see firsthand how creative and innovative you are, and we’re deeply committed to helping you drive your business forward.

Take 5 minutes to easily share the story of your business
All small businesses have a story, so we want to give you the chance to tell yours in a quirky, fun way. To kick things off, we’ve put together this quick example video:



To create a Search Story featuring your business’ journey, just follow these simple steps:

1. Watch the video above if you haven’t already.
2. Take a few moments to create your own.
3. We’d love to see it, so share it with us and the world.

Find tools for online success
This year, we’ve partnered with the U.S. Small Business Administration on a site to help your business thrive using online tools. Check it out, and then download our Online Tools booklet to learn how to put these strategies into action.

We’re happy to share that in 2009 Google generated $54B in economic activity in the United States - one business at a time. You can see how Google programs like AdWords helped small businesses in your state at www.google.com/economicimpact.

Google is also a proud sponsor of this year’s Small Business Week celebrations. Visit the National Small Business Week website for more useful resources for your business.

Here’s to hoping for many more prosperous and successful years to come for your company and all of the other small businesses across the country.

Posted by Miles Johnson, Inside AdWords crew.

Update 1:55PM: Updated with information on Google's economic impact in 2009.

Commencement

In every town in every state, this is the season for commencement speeches. In the next 2-3 weeks, hundreds of young adults in your community will begin new lives ... some moving away from home for the first time ... many to begin writing checks for their first bills ... still others facing larger investments like college and new cars.

So, lets look a little closer:

• Young demographic
• No current financial institution
• An immediate need for checking
• Soon to have lending needs
• Psychographically loyal if treated right

Sounds like a dream customer, huh?

But how do you reach this target?

Let's first look at their needs:

ACCESS

First and foremost, they demand access. As they are likely to be leaving your community in the next 2 months, focus on online and ATM access.

COMMUNICATION

This is not your average 50 year old member. If you want to make an impression, talk to them the way they talk to each other ... text and email. It may be hard to acquire them through these means (I'll talk about an acquisition strategy in a minute), but once you have them, make plans to continue communication electronically.

EARN TRUST

This may be the smartest banking generation yet - but the bottom line is that they need guidance. Odds are that their parents don't balance their own checkbooks on a regular basis. So, as community banking institutions, we have an opportunity to tutor. Focus on financial education ... help this demo build a budget ... show them how to use online banking and debit cards to track every dollar that they spend ... demonstrate how borrowing money from someone you know is better than borrowing online (this may be a tougher sell than you think).

Target to the Right People

Many community banks and credit unions try to target students by, well, targeting students. But studies show that many Millennials start their banking search by going where Mom and Dad bank. The fact is that Mom and Dad will be the best influencers you have - and they're easier to reach. So, think about Mom and Dad's wants for their children:

• Access: The kids will be away from home
• Security: not the FDIC or NCUA variety, but some control over Jr's spending
• Peace of mind: By co-signing on an account, you can tie the parent's account into the student's. This does 2 things:

A) Mom and Dad can track spending with online banking

B) There's a safety net. If the student's account falls low one month, the parents can easily transfer money through online banking.

As the commencement speeches are wrapping up, you can commence opening their new accounts and earning the loyalty of a new generation.

Good luck,

Eric

Interchange Amendment Could Change Reward Programs

As if we haven't seen enough regulatory changes over the past 12 months with the Card Act and Reg E, now there is the possibility that Washington will limit interchange fees for debit transactions.

As noted in a recent Client Briefing from Celent Research, part of the proposed legislation requires the Fed to determine a “reasonable and proportional” interchange fee, which is no easy task given that interchange fees are there to balance the incentives in the payment system and tend to cover such difficult-to-quantify items as the payment guarantee and convenience.

In other words, the government can't look at just the operational and fraud prevention costs. In addition, current interchange fees differ by sector and are not standardized currently.


As was the case with the other two payments legislations already enacted, the idea behind the interchange amendment is to protect the consumer and lower prices (in this case, the thought that merchants will pass the banking savings on to the consumer). Given the financial times and the narrow margins at many retailers, the passing along of reduced costs is unlikely. In reality, the consumer is likely to lose on many fronts.

If interchange income is legislated at a lower level, banks will most likely raise fees on alternative services to compensate. So instead of the merchant picking up some of the burden, the consumer will be directly impacted. In addition, with more and more banks heavily promoting rewards programs on debit cards, these programs will need to be significantly restructured or eliminated altogether. This may have a bigger impact on smaller banks and credit unions than larger banks where costs can be spread. Some banks may be forced to stop issuing cards which is why community banking associations and CUNA are aggressively fighting this proposed bill.

In the end, banks will most likely be forced to find alternative revenue sources and potentially new ways to structure rewards programs with stronger merchant involvement. New programs such as that offered by Cardlytics (covered on April 29) or fee-supported rewards programs such as the program at KeyBank may be viable alternatives.

How can the ATM impact your business?

You may or may not have heard that an important inventor died recently. While this passing did not make news around the world, this inventor’s innovation made a world-wide impact and transformed the entire banking industry. The inventor was John Shepherd-Barron from Scotland, and his invention was the automated teller machine (ATM). During the 1960’s, Shepherd-Barron created the ATM because he was frustrated that he could not cash a check when his bank was closed. Today, there are more than 1.7 million ATM’s worldwide, according to the ATM Industry Association.

Think back to the pre-ATM world. In order to get cash, people had to walk into banks and wait in line – not out of choice, but out of necessity. There were no machines at supermarkets, airports, sporting events, or movie theater lobbies. In order to cash checks, make deposits, and change currency denominations, face-to-face interactions were necessary inside a bank.

But, today, thanks to Shepherd-Barron, the ATM has transformed the entire banking experience. Simple tasks, such as, deposits, withdrawals, and even postage stamp purchases, can all be completed in a matter of seconds at external bank ATM’s, stand-alone ATM’s scattered at a myriad of locations from gas stations to shopping malls to airports, etc., or while seated in your car at drive-thru ATM’s.

There is no doubt that many in the banking industry were not as exuberant about the invention of the ATM as customers were. But today, there are still customers in banks, and there are still “live” tellers. While some may have predicted the death of banking, the ATM has become an important aspect of the overall banking experience.

Now, consider your company and your industry. How can you create a product or service with the potential to transform your industry? Despite naysayers, there are always improvements that have yet to be developed, and customers are always eager to embrace improvements. So, at your next brainstorming session, think about the ATM, and maybe, your company will introduce this century’s greatest invention.

Manage and Track your extensions with the new Ad Extensions tab

Over the last year we’ve launched a number of ad extensions in AdWords to help you make your ads more useful and relevant to people searching for information on Google. Ad extensions expand your standard text ad with one or more lines of additional information like an address and phone number (location extensions and phone extensions), more page links (ad sitelinks), and product images (product extensions).

In order to help you manage and track the ad extensions in your campaigns, today we’re introducing a new Ad Extensions tab within your AdWords account. From the Ad Extensions tab, you can see statistics for any of your campaign ad extensions. You can choose to see "All" or "All but deleted" extensions, and you can also choose the type of ad extensions to view, such as location or product extensions. For example, if you select “Locations,” the tab will display all location extensions for that campaign (on the campaign details page) or all campaigns (in the “All Online Campaigns” overview).

(click for full size image)

The Ad Extensions tab automatically appears in your account when you've enabled ad extensions in at least one campaign. You can also enable or disable the tab for your account view by clicking the arrow button next to your existing tabs above your performance table.

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To learn more about the new Ad Extensions tab, visit the AdWords Help Center.

Posted by Dan Friedman, Inside AdWords crew

The Wave of Indifference

It seems that every company wants to focus their marketing message on providing, "outstanding service."

Yet most places we go, we're met with a tidal wave of indifference.

Seriously, it's when you're helped by someone with a personality that the service really stands out. That's a bit sad.

Shop

Take a day and shop your competitive branches. Trust me, it'll be eye opening. Besides, the weather is beautiful this time of year and it'll give you a reason to get out of your office.

Simply ask the first employee you see about checking accounts and see how they handle it. Do they ask you leading questions that will help them make a recommendation:

• Where do you bank now?
• What do you like about your account?
• Why do you want to change?
• What kind of balances do you carry?
• Etc, etc, etc

Or do they simply hand you a brochure and say, "If you have any questions come back and see us."

You'll quickly find out which banks or credit unions will be climbing the market share ladder and which will be sucked under the wave of indifference.

Training

When I speak on this topic, I love to use a Disney example and you can too.

Last summer I took our family to Disney. My 5 year old daughter wanted to see Sleeping Beauty. That's all she had talked about for months and we finally were there. We drove for two days to get there in a van who's A/C broke as soon as we hit the Florida border. We were at the park on the hottest day on Disney record ... 115 degrees - no exaggeration. We paid a king's ransom for the privilege of baking in the "Happiest (frickin') place on earth." By lunch, my 7 year old son was actually crying, "Don't make me go back out to Disney." But we hadn't seen Sleeping Beauty yet. When it was her scheduled time, we waited in line for about an hour and a half and finally came the moment of truth...

Now, imagine if Disney staffed their parks with the same employees that ride the wave of indifference. And how upset my daughter would have been and how I might have actually strangled someone.

The reality is that Sleeping Beauty and all of the other princesses, in heavy gowns and full make-up during the hottest day of the year, where exceptional! They all were on stage and they all brought their "A" game. It made the entire experience worth while and the rest of day quickly became MUCH better - especially when it cooled down.

The point? All of your employees are on stage. And there is no way of telling what trials our customers had to face to get to our branch on a given day. We need to jump off the wave of indifference and drown our customers in positive feelings. Smiles, sincerity, and an honest attempt to help. It's really not that hard, but it's also few and far between.

Do you want to differentiate your bank or CU? Spend less time worrying about checking rewards and focus on the faces and voices that customers deal with everyday.

Happy Friday,

Eric

Banking on Social Sites Unlikely

According to a new research report by Forrester, Banking On Social Sites Is A Work In Progress, while social networking sites have a 30-day active population of more than 400 million users of which more than half visit on any given day, that love doesn't extend to banking through social networks. In fact, more than 70% of online households surveyed showed little or no interest in accessing their accounts through social sites like Facebook. Not surprisingly, the reasons for the lack of interest revolves around privacy and security concerns more than anything else.

So, while the majority of large financial institutions continue to look for more ways to leverage social networking's ability to engage customers, resolve problems and ultimately build loyalty, the reach of these sites beyond stronger interactive communication remains to be seen. At the very least, consumers will need the stronger security guarantees, authentication and more that is already afforded customer who use online and mobile banking.

Go Mobile! Series: Introducing click-to-call ads for mobile content and apps

Today at Google I/O, we announced that we’ll begin extending click-to-call advertising to mobile content and apps on the Google Content Network in the coming weeks. Click-to-call ads for mobile content and apps work with phone extensions and appear as animated  banner text ads with a call button on mobile devices with full Internet browsers. Now, whether your potential customers are reading the latest news, checking sports scores, or playing a downloaded game on their phones, you can reach them with relevant ads that let them easily click, call and connect with your business.

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Benefits:

As those of you who already use click-to-call search ads may know, providing a calling option can help you drive more qualified leads and conversions as callers are often more ready to make a purchase. Adding a phone number to your ads can also give your business more credibility, resulting in higher click-through rates and increases in both calls and visits to your website. What’s more, enabling click-to-call ads for mobile content and apps is easy, even if you’re new to mobile, click-to-call advertising, or the Google Content Network.

Getting started:

To get started with click-to-call for mobile apps and content, just follow these three quick steps:

1. Ensure that your campaigns are opted in to serve on the Content Network, either by selecting ‘All available sites’ or specifically checking ‘Content Network’ within your Campaign Settings.

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2. Set up phone extensions and add your business phone number.

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At this time, click-to-call ads for mobile content and apps only support phone extensions and not location extensions.

3. Ensure that you’ve chosen to show your ads on mobile devices with full Internet browsers.

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Improving your performance:

Once you’re all set up, we encourage you to track your results and experiment. Our robust reporting lets you see the number of calls you receive by campaign, ad group and keyword so that you can easily monitor and improve your campaigns. Keep in mind that you pay the same price for a call as for a click, so it’s a good idea to try creating new mobile campaigns for content to figure out what works best.

More innovative mobile ad formats on the way:
At Google I/O today, we also shared a preview of our new expandable ad units that display videos or images on content and apps on mobile devices with full Internet browsers. These new ad units offer you more real estate and let potential customers interact with the ad without being redirected from the content or app they were viewing. When people click to play a video, our ad unit plays on their device’s native video player or YouTube app. Once they close the video, they’re returned to exactly where they left off on their mobile site or app.  You may begin to see these new formats running on our network as part of our beta for US-based advertisers, and we’re excited to make them more widely available soon.

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We recognize that you have many options when planning your mobile advertising strategies and we’re excited to be a part of this rapidly evolving and competitive mobile ads ecosystem. We’ll continue to innovate with new mobile ad formats that we hope will help you better reach your audience in more relevant and engaging ways, driving the mobile ads space forward for everyone.

Posted by Miles Johnson, Inside AdWords crew

It’s now easy to set up new sites with Asynchronous Tracking

We’re happy to announce that the asynchronous tracking tag, which came out of beta last week, is now available in your admin interface when you set up a new profile. This makes it easy for everyone to start off tracking new sites with this very fast, state-of-the-art tag.

Whether you’re tracking a single domain, or a more complex site with multiple subdomains or top level domains, there’s an option in the interface to give you exactly the code you need.

Simply select the scenario that fits your needs. The admin interface now provides the asynchronous tracking code by default, but if you need the traditional tracking snippet you can find it here.

We also encourage you to upgrade your existing sites to the new tag. To help you, we’ve created complete instructions and migration examples.

Enjoy your new, faster site!

Posted by Jesse Savage, Google Analytics Team

Videos From Master Class In Singapore Now Online

Last month we held 3 successful Google Analytics Master Classes in Singapore, Kuala Lumpur, and Sydney. We were pleasantly surprised by the sheer amount of interest in web analytics in this region with close to 1000 advertisers, agencies, bloggers, developers, and technophiles attending the events. For those of you who made it out, we thank you for your participation and interest, and hope you gained valuable insights from our all star team of speakers.

The videos of all the talks from the Singapore event are now available. Each session was kept deliberately short - no speaker goes on longer than 20 minutes - in order to maintain the audience’s interest and to keep the topics flowing at a good pace. Therefore, each video is a good length to watch during work, on break, or at home, enriching your Google Analytics knowledge in convenient bite-sized portions.

Above is Beth Liebert’s (Google Analytics Product Manager, Google) keynote on web analytics. Please surf on over to this post on the Solutions for Southeast Asia blog for the full list of the videos.

Posted by Vinoaj Vijeyakumaar, JAPAC Google Analytics Lead, Global Technical Services

Top 10 Resources for Teamwork and Organizational Behavior

Teamwork – everyone talks about, but how many people genuinely embrace it? How many times has a supervisor said “there is no I in teamwork” but you would have preferred to work on a project on your own? You don’t have to answer. The simple truth is that the creation of effective teams is one of the hardest jobs a leader has. And, more often than not, leaders are unsuccessful in this area, which is the reason that many management/C-level executives change companies so often. Here are some resources to assist with team-building at all levels within a business (small, mid-sized, or large) in any segment (B2B, B2C, or non-profit), which will also improve organizational behavior and corporate culture.

X-Teams: How to Build Teams That Lead, Innovate and Succeed
By Deborah Ancona and Henrik Bresman
c. 2007

Overcoming the Five Dysfunctions of a Team: A Field Guide for Leaders, Managers and Facilitators
By Patrick Lencioni
c. 2005

The 17 Essential Qualities of a Team Player: Becoming the Kind of Person Every Team Wants
By John C. Maxwell
c. 2002

Teamwork 101: What Every Leader Needs to Know
By John C. Maxwell
c. 2008

How NASA Builds Teams: Mission Critical Soft Skills for Scientists, Engineers and Project Teams
By Charles J. Pellerin
c. 2009

Extraordinary Groups: How Ordinary Teams Achieve Amazing Results
By Geoffrey M. Bellman and Kathleen D. Ryan
c. 2009

Results Without Authority: Controlling a Project When the Team Doesn’t Report to You – A Project Manager’s Guide
By Tom Kendrick, PMP
c. 2006

Radical Collaboration: Five Essential Skills to Overcome Defensiveness and Build Successful Relationships
By James W. Tamm and Ronald J. Luyet
c. 2005

Organizational Behavior
By John R. Schermerhorn, Jr., Dr. James G. Hunt, and Dr. Richard N. Osborn
c. 2008

Organizational Behavior: A Strategic Approach
By Michael A. Hitt, C. Chet Miller, and Adrienne Colella
c. 2005

Lastly, in the words of H.E. Luccock: “No one can whistle a symphony. It takes an orchestra to play it.”

Reminder: Upcoming webinar on display advertising opportunities

We wanted to remind you that this week we’re holding a webinar about our recent innovations in display advertising and how marketers are incorporating it into their strategies.

Join us on May 20, 2010 at 11:00am PST / 1:00pm CST / 2:00pm EST.

Specifically, we’ll discuss:

• Google's vision and recent innovations in display advertising
• How to best take advantage of our offerings, from planning to improving your campaigns
• How advertisers are incorporating the Google Content Network into their marketing strategy

Hope to see you there!

Posted by Katrina Kurnit, Inside AdWords crew

Updates To Our Homepage

Take a look at the Google Analytics homepage and you'll notice some small design and content changes that will improve your experience. Besides some under the hood improvements such as HTML5 and CSS2 validation, here are a few of the changes:

• Added dropdowns to the top navigation across the whole site so users can find their way to the content they want better. Try hovering over Product to see a dropdown.
• Updated the features scroller in the middle of the page with a more intuitive UI and cleaner look.
• Updated the News & Hightlights section, which now includes a link to a recent Forrester Research article, "Appraising Your Investment in Enterprise Web Analytics".
• Added a new box to the bottom right that allows the user to flip through our Strategic Solutions, including the recently announced Application Gallery.

Thanks to our fearless webmaster Mike Rigoli for spearheading these. Let us know what you think in comments below, but only if you love it. Joke :-) Enjoy.

Posted by Jeff Gillis, Google Analytics Team

Comparing Results to Industry Norms

I am frequently asked about what response rate a client should expect based on 'industry standards' or results from similar programs at other financial institutions. While the DMA does compile statistics and reports on direct marketing response rates with their Response Rate Trends Report, and there are other tools available from alternative sources such as MarketingSherpa, there are significant flaws to using general standards or even the results from another bank's program as a guide for setting expectations.

It is difficult to find comparable benchmark results since you will need to find programs with the same or similar:

• Target audience
• Product features and benefits
• Offer
• Channel mix (were there other marketing channels used to support the program)
• Timing (not only to reflect seasonality, but overall environment conditions at the time of the program)
• Brand strength
• Competition

After more than 30 years of marketing services experience within the banking industry, I have found that the best benchmark against which you can measure the success of a current or future campaign is the results from previous programs at your financial institution. While the timing of the previous program may be different, far more of the variables described above stay the same. Sometimes developing this benchmark may require analyzing a program that had not been previously measured, but this guidepost will be far more accurate than an industry or competitor result.

Life Cycle Financial Sales Training... Part II

The birth of a child is an exciting time, no doubt. Life changes so quickly. Values get reevaluated. New perspectives evolve. New priorities emerge. Yes, that one day when a child is born, much changes.

In our financial lives, the birth of the first child means you are now a "Charlie", as I call it. No longer a single individual or married couple, you are now a family.... and families have different financial needs than their non-parental counterparts. As we train bankers to develop deeper customer relationships, we include financial counseling tips that bankers can use to really make a difference in their customers' lives. For the "Charlies" and "Deltas", families with preschool aged children or school age children respectively, there are some important conversations we should be having.

Probably the most important is to review the topics they should already have mastered, learning the savings habit and taking care of their credit score. After revisiting that, we can move on to a few new topics, savings for the child or children's college education (or just savings for the child) and starting long-term savings for long-term goals or retirement. By now, this young family has some goals, whether short term goals or long term goals and they need to be planning to create that future....
We can help our customers by talking about the need for mortgage loans to buy that first home (or a bigger home as the family expands).
We can help our customers by asking if they have started participating in their employer's 401(k) plan. If not, that is the number 1 recommended savings vehicle, especially when the employer gives a matching contribution! You can't beat matching with any other investment out there. And if they are participating in their 401(k) plan, we can remind them that they can also deposit up to $6000 per year into their own IRA plan and build an additional retirement nest egg. When our employees are well-versed in the IRA rules and regs, they can talk to many customers and help them plan an annual contribution program ( of course, customers should consult with their tax advisor regarding deductibiity).

If we are helping our customers move through each life cycle stage with just a few of the basic financial planning tenets in place, we will know that we have not only made a difference in their lives, but that we have developed a loyal customer as well.

Next time, we'll look at how we can be helping our "empty nesters" and retired "foxtrots" also.

Are you including life cycle financial selling in your basic bank training? If not, we can help. If so, please let me know what you do. If you are passionate about financial education like I am, please email me at slovejoy@marketmatch.com.

Until next time,

Sharon

Be Careful of 'Mental Opt-Out' With Email Marketing

For those who read my Blog, you know that I feel strongly that the email channel is significantly underutilized by the banking industry. Not only do marketers not effectively leverage this channel in conjunction with other direct and mass marketing options, most banks do a terrible job at even collecting email addresses in the first place.

Unfortunately, for those who have begun to use email marketing in support of customer communication efforts, some have gone to the opposite extreme by viewing email as a 'free' marketing tool without giving adequate thought to the importance of relevancy. As many realize in their daily scanning of their email in box, overusing the email channel can have a detrimental effect of the value of this channel and negatively impacting the overall customer experience.


It was with great interest therefore that I read a recent op-ed in DM News written by Mark Smith from Portrait Software discussing the mental opt-out that occurs when a company bombards a customer with too much untargeted email marketing communication, only to have the reader open the email and then quickly hit the "delete' key. The impact of multiple irrelevant emails is to either explicitly receive an opt-out to future email or to implicitly lose the intended reader's trust and attention for future communication that may have been of interest.

As Mark mentions in his op-ed, if you get a reputation for sending irrelevant communications, you are basically asking for mental opt-out. And just because a customer's name doesn't appear on the do-not-contact list, it doesn't mean they are paying attention.

As financial institutions get more comfortable with this channel, it will be important to ensure that adequate targeting is done and that the focus of each email is to positively impact lifetime customer value.

Upcoming webinar: Video Targeting

We previously highlighted a campaign that American Apparel ran on YouTube in which they targeted pet videos -- including one of the most famous videos on the site. Part of the secret of American Apparel’s success was their use of Video Targeting, a tool that helps advertisers find and target relevant partner videos on YouTube. As with other products we’ve recently launched, the Video Targeting Tool is integrated with Google AdWords and makes it easier than ever for you to run integrated, targeted, and measurable campaigns across the Web. Here’s how it works:

With so many of you now using the Video Targeting Tool, we rolled out some big improvements, including localized versions in 25 countries around the world. There are also a lot of new features to explore, so we decided to host a webinar that will give you an overview of the tool’s functionality, as well as best practices and case studies.

The webinar is scheduled for 10 am PDT on May 19th, 2010. To register for the event, please fill out the registration form here.

Posted by Katrina Kurnit, Inside AdWords crew

Making local advertising easy: upgrade your local business ads to location extensions

Last year, we unveiled a new feature called location extensions for those of you who use online advertising to drive traffic to your brick and mortar locations. This feature allows you to include information such as your business name, address and phone number in your existing text ads. When a potential customer performs a search, their location or search terms are dynamically matched to your business locations, and your most relevant location appears within your ad on Google.com and Google Maps. 

Location extensions are the new and improved way to run local ads, so we’ll begin transitioning the local business ads in your AdWords account to ads that are compatible with location extensions soon. We wanted to give you plenty of time to get familiar with the new feature, so we thought we’d give you a heads up about the upcoming transition today. To learn more, please visit www.google.com/adwords/lbatransition. 

In order to make this as seamless as possible, we’re offering the following options to help you transition smoothly:

1. Upgrade your local business ads to text ads with location extensions. To take full advantage of the benefits of location extensions and ensure a seamless transition of your local business ads, we encourage you to update your ads through the five simple steps outlined on our website.

2. Automatically transition your local business ads. If you choose not to take any action, in the coming weeks, campaigns containing local business ads will be automatically enabled with location extensions using addresses from your local business ads. We’ll also replace your local business ads with new ads that are compatible with location extensions. While any of your addresses may now appear with the standard text ads in your campaign when relevant, each transitioned local business ad will continue to be linked to a single address and will only show to people near that address. 

We’ve heard from many of you who’ve already switched to location extensions that campaign management and attracting customers in your area is now simpler and more effective. With location extensions, you can deliver more exposure and local relevance by using the same ads for all your business locations without the overhead of maintaining a different ad for each location. Visit the location extension benefits page to learn about other ways it can help improve your campaigns.

We hope these changes help you reach more local customers with your ads, and value your feedback about this transition. Please share your comments or suggestions regarding the process using this form.

Posted by Emily Williams, Inside AdWords crew