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2005 in the Rear View Mirror
Happy holidays from all of us at BAI Banking Strategies and BAI Banking Strategies Retail Delivery Insights. We’re devoting this issue of the newsletter to a recap of 2005. Our next issue, Jan. 4, 2006, will provide a forecast of what to expect in retail financial services in the year ahead.
Continuing superb asset quality, robust loan growth and an expansion of fee income combined to produce a profitable year for the industry, despite narrow interest rate margins derived from the Federal Reserve’s tight monetary policy. Through the first nine months of the year, banks reported net income of $87.2 billion, up 12% from $78 billion in 2004, according to the Federal Deposit Insurance Corp. (FDIC). Analysts expect these trends to continue through the fourth quarter. “The key thing that happened in 2005 is that banks were able to earn their way through a difficult interest rate environment,” says John E. McDonald, a bank analyst at Banc of America Securities in New York.
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Margin Squeeze
That difficulty impacted the industry’s net interest margin, which was 3.59% through the first three quarters of this year, identical to the same period in 2004, according to the FDIC. This margin measures the difference between what banks are able to charge for loans on one hand and must pay to attract consumer deposits or borrow money in the debt market on the other. When the industry’s funding costs rise faster than the yield on its loans, the net interest margin shrinks.
Banks maintained the 3.59% margin despite interest rate increases totaling 175 basis points (following a 125 bp rise in 2004), which brought the federal funds rate to 4.25%. But the margin has declined in seven of the last 10 quarters, according to the FDIC. Lehman Brothers analyst Jason M. Goldberg says the margin pressure, which continued into the fourth quarter, is part of a long-term trend. He calculates the industry’s net interest margin fell in 11 of the past 12 years through 2004.
Deposit Growth Declines
Banks did earn a much higher yield on their assets (5.65% versus 4.93% in 2004) because rising interest rates enabled them to charge more for their loans. But the industry’s cost of funds was up significantly because banks had to pay more for their consumer deposits, according to FDIC data. By the third quarter, the industry’s cost of funds, expressed as a percentage of earning assets, had risen to 2.06%, compared to 1.35% last year. (This means that for every $100 in earning assets the industry spent $2.06 to fund it.)
Midway through the fourth quarter, according to Banc of America Securities, the industry’s total deposits had risen 8% compared to 9% in 2004. Core deposits – comprised of low-cost checking and savings accounts – grew an average of just 5.33% in the first three quarters of 2005, while non-core deposits – including higher-cost certificates of deposit – increased an average of 18%. The disparity was even starker midway through the fourth quarter, with non-core deposits outpacing core deposits 22% to just 2%.
Asset Quality Strong
The industry’s margin pressure was offset by a variety of factors, beginning with the continuation of its pristine credit quality. Lehman Brothers says the industry’s net charge-off ratio in the third quarter was just 0.50%, less than half of its most recent peak of 1.11% in 2002. “Just when you think it can’t get any better, it continues to be exceptionally strong,” says Goldberg. He credits a growing economy and low unemployment, more emphasis on secured lending and tighter terms and conditions in the syndicated loan market for the industry’s credit quality.
While rates have been climbing the past two years, they are still low by historical standards. This has eased the debt repayment burden for many corporate borrowers. And low rates induced consumers to refinance their home mortgages. “It has helped cash flow across the board,” says Gary Townsend, an analyst with Friedman Billings Ramsey Group Inc. in Arlington, Va.
Growth
Most banks also saw strong loan growth this year. According to McDonald at Banc of America Securities, total loans were up an average of 8.33% through the first three quarters of this year – a growth trajectory that seemed to be holding more or less steady midway through the fourth quarter. Consumer loans – including home equity lines of credit and mortgage loans – grew 10% through the first nine months. However, home equity loan production cooled as the year progressed, dropping from a 39% growth rate in the first quarter to 29% in the second quarter and 19% in the third.
Commercial loans, including commercial real estate, grew an average of 7.33% through Sept. 30. The C&I sector was the big story here, with volume growing sharply as the year progressed, from just 3% in the first quarter to 9% in the third. The growth in business loans reflected the fact that a significant number of U.S. companies started borrowing again after the economy’s mild recession in 2002. “A lot of corporate borrowers have been playing catch up,” says McDonald.
Another positive: strong growth in fee income, which Goldberg says rose 15% in the third quarter in a year-to-year comparison. Fee income gains were posted across the board, including consumer service charges, credit cards and trust, asset management, securities brokerage and mortgage underwriting activities. Fees now account for about 42% of the industry’s total revenue – compared to about 20% in the late 1970s. Goldberg says this also helped mitigate the effects of a declining net interest margin.
Bumpy Ride for Bank Stocks
Despite the industry’s excellent asset quality and strong growth in loans and fees, investors were concerned enough about margin compression that many of them avoided bank stocks for much of the year. Through mid-December, the SNL Bank and Thrift Index – provided by SNL Financial, a Charlottesville, Va.-based research firm – was down 0.70% for the year, compared to a 4.27% gain for the S&P 500. The index includes all publicly traded U.S. banks and thrifts. A second SNL index comprised of all public banks with $10 billion in assets or greater was down 0.83% for the year.
A strong rally in early October nearly brought the group back to the break-even point for the year. Mark Fitzgibbon, director of research at New York-based Sandler O’Neill & Partners, attributes this to anticipation by institutional investors that the Fed might begin easing its rate-hiking policy. Steady interest rates would enable funding costs to stabilize, relieving pressure on the industry’s net interest margin. “A lot of growth-oriented managers had been underweighted in financial stocks, but now they want a market weighting or even a slight over-weighting,” Fitzgibbon says.
M&A Activity Off Sharply
The banking sector’s lackluster stock performance restrained mergers and acquisitions. Through mid-December, there were just 230 deals for a combined value of $26.7 billion, according to SNL Financial. This compares to 270 deals totaling $72.4 billion for all of 2004.
An important factor was the mismatch between large- and mid-cap bank stock valuations, according to Goldberg. Large caps traded at a discount to mid-caps for much of the year, which made it prohibitively expensive for large banks to acquire smaller ones. But prices of large- and mid-cap stocks were closer through mid-December. This, according to Goldberg, should make it easier for larger banks to do deals next year.
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Volume 3 Archives
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SPECIAL EDITION: ISSUE NO.1 NOVEMBER 13, 2007
» BRANCH DESIGN: LEARNING FROM RETAILERS » DEPOSIT AND SMALL BUSINESS FOCUS BOOST STOCK PERFORMANCE
» PODCASTING AND BLOGS AID RECRUITMENT » ALERTS KEY TO WINNING MOBILE BANKING CUSTOMERS
» NOVEMBER 7 VOL. 3 | NO.4
» MULTIPLE STRATEGIES FOR MOBILE SUCCESS » TRANSACTORS AND REVOLVERS: ACCOUNTING FOR THE DIFFERENCE » LEVERAGING THE INCUMBENCY RELATIONSHIP ADVANTAGE » RANDOM NOTES
» OCTOBER 24 VOL. 3 | NO.3
» THE RETIREMENT REVOLUTION » WINNING OVER GENERATION Y » CHECK CASHING FOR THE UNDERBANKED » CARVING UP A PIECE OF THE RETIREMENT PIE
» OCTOBER 10 VOL. 3 | NO.2
» SMALL BUSINESS AND 'CASCADE' TRAINING BOOST BRANCHES » ELECTRONIC PAYMENTS NEEDED FOR HSAs » BUSINESS CASE FOR MOBILE BANKING
» SEPTEMBER 26 VOL. 3 | NO.1
» TURBOCHARGING HSAs WITH A CREDIT LINE » PRODUCT, CHANNEL AND SERVICE INNOVATION TO CHANGE CONSUMER CREDIT » RETHINGING COMPLIANCE IN CONSUMER CREDIT » RANDOM NOTES
Volume 2 Archives
» SEPTEMBER 12 VOL. 2 | NO.26
» 'DECOUPLED' DEBIT THREAT TO BANK ISSUERS? » CUSTOMER CENTRICITY: FOREIGN THREAT » TACKLING THE PROFIT PARADOX » RANDOM NOTES
» AUGUST 29 VOL. 2 | NO.25
» REMOTE DEPOSIT CAPTURE NOT JUST FOR LARGE BANKS » ATTACKING CREDIT CARD AND DEBIT CARD FRAUD - TOGETHER » THE 'BIG PICTURE' ON AUTHENTICATION » IMPROVING THE CALL CENTER WITH SIX SIGMA
» AUGUST 15 VOL. 2 | NO.24
» 'MILLENNIAL' CUSTOMERS: BRANCHES STILL MATTER » THE EVOLVING CALL CENTER » BILL PAYMENT: PUTTING BANKS BACK IN CONTROL » RANDOM NOTES
» AUGUST 1 VOL. 2 | NO.23
» MOBILE BANKING: PICKING UP THE PACE? » CONTACTLESS CARDS? BRING THEM ON, RETAILERS SAY » TOP 10 LESSONS OF KATRINA » RANDOM NOTES
» JULY 18 VOL. 2 | NO.22
» TAMING COMPLIANCE ‘MONSTER’ WITH TECHNOLOGY AND CONSISTENCY
» ATTRACTING DEPOSITS FROM SMALL BIZ
» RANDOM NOTES
» JULY 5 VOL. 2 | NO.21
» PRICING STILL KEY FOR SMALL BUSINESS BANKING » CARD REWARDS PROGRAMS GO ’GREEN’ » SURVIVING IN THE MIDDLE » RANDOM NOTES
» JUNE 20 VOL. 2 | NO.20
» IMAGE CAPTURE: TELLER LINES OR BACK OFFICE? » COMMUNITY BANKS COMPETE ON SERVICE AND TECHNOLOGY » A SECOND ACT FOR ATMs » RANDOM NOTES
» JUNE 6 VOL. 2 | NO.19
» CREATIVITY NEEDED FOR REWARDS PROGRAMS » BRICK-N-CLICK WINS THE DAY? » ONLINE ACCOUNT OPENING ATTRACTS CONSUMERS AND BANKS » REBIRTH OF CORRESPONDENT BANKING
» MAY 23 VOL. 2 | NO.18
» “SAFECATCHING” BANK ROBBERS » BANKS GAIN IN ELECTRONIC PAYMENTS » PAYMENTS STRATEGIES FOR CUSTOMERS » ENGAGED EMPLOYEES EQUAL ENGAGED CUSTOMERS
» MAY 9 VOL. 2 | NO.17
» BANKS FROM MARS, CUSTOMERS FROM VENUS? » COMMON MISTAKES MARKETING TO HISPANICS » CONTACTLESS PAYMENTS: READY TO ROAM? » FIGHTING THE YIELD CURVE
» APRIL 25 VOL. 2 | NO.16
» PUTTING THE “RETAIL” IN RETAIL BRANCHES » FIGHTING DEPOSIT ATTRITION » BROKERAGE SERVICES: OPPORTUNITY OR DISTRACTION? » IMPROVING THE CUSTOMER EXPERIENCE WELLS FARGO’S WAY
» APRIL 11 VOL. 2 | NO.15
» GUIDELINES PUSH RISK MANAGEMENT, NOT AUTHENTICATION TOKENS » PEER LENDING SITES LIKELY TO GROW » IBM HELPS BANKS HIRE MAINFRAME PROGRAMMERS » DOCUMENT MANAGEMENT TO THE RESCUE
» MARCH 28 VOL. 2 | NO.14
» FOLLOW-UP THE KEY TO REWARDS PROGRAMS » RELATIONSHIPS MATTER WITH SMALL BUSINESS » MAKING COMPEXITY MANAGEABLE » RANDOM NOTES
» MARCH 14 VOL. 2 | NO.13
» TURBOTAXING THE WEB SITE » TARGETING FINANCIAL SERVICES TO WOMEN » WHAT BANKS CAN LEARN FROM THE GEEK SQUAD » RANDOM NOTES
» FEBRUARY 28 VOL. 2 | NO.12
» KEEPING BRANCHES CLOSE TO HOME » GIFT CARDS: THE NEXT FRONTIER? » TARGETED OFFERS TO ATTRACT NEW ACCOUNTS » DEBIT CARDS AS RETAIL 'ANCHOR'
» FEBRUARY 14 VOL. 2 | NO.11
» CHECK IMAGING - NOT ARC - IS THE STAR » GLOBALIZATION = INNOVATION AND DIFFERENTIATION? » "MASTER" BRANDING THE BANK » COORDINATING CALL CENTERS WITH MARKETING
»
SPECIAL EDITION: ISSUE NO.2 FEBRUARY 13, 2007
» ACH/IMAGE MARRIAGE LEFT AT ALTAR » ACH FRAUD LOOMS AHEAD » REMOTE DEPOSIT ENTERS SECOND GENERATION » OVERDRAFT YES, BUT NOT TOO MUCH » CELEBRATING THE IMAGE
»
SPECIAL EDITION: ISSUE NO.1 FEBRUARY 12, 2007
» MOVE TO IMAGED PAYMENTS DRIVES UP COST » ATM-BASED IMAGING ‘REDEFINES’ SELF-SERVICE DELIVERY » GETTING TO REAL-TIME PROCESSING (EVENTUALLY) » REMOTE DEPOSIT CAPTURE: WHO’S IN CHARGE?
» JANUARY 31 VOL. 2 | NO.10
» ‘FAILED BUSINESS PROCESSES’ LEAD TO SECURITY THREAT » FOR REMOTE CAPTURE, DO YOUR HOMEWORK » FINANCIAL PREFERENCES OF AFRICAN AMERICANS » TUNING UP THE BRANCH NETWORK
» JANUARY 17 VOL. 2 | NO.9
» BLOGGING WITH THE BANK » ELECTRONIC, ONLINE SERVICES NEEDED TO LURE SMALL BUSINESSES » TAKING REWARDS TO THE NEXT LEVEL » RANDOM NOTES
» JANUARY 03 VOL. 2 | NO.8
» RETAIL OUTLOOK FOR 2007
» DECEMBER 20 VOL. 2 | NO.7
» 2006: A YEAR OF CHALLENGES (AND STRENGTHS)
» DECEMBER 06 VOL. 2 | NO.6
» BUYING VENUE NAMES PROVIDES LINKAGE TO CUSTOMERS » MAKING BRANCHES MORE ATTRACTIVE TO HISPANICS » INNOVATION THE KEY TO WINNING CASH MANAGEMENT CUSTOMERS » BANKS LOSE SMALL BUSINESS MARKET SHARE TO NON-BANK COMPETITORS » RANDOM NOTES
» NOVEMBER 22 VOL. 2 | NO.5
» DOMAIN RESALE CREATES NEW OPPORTUNITIES FOR PHISHERS » WIRELESS AND GLOBALIZATION 'TRANSFORMING' BANKING » APPLYING PRICE OPTIMIZATION ACROSS THE BANK » RANDOM NOTES
»
SPECIAL EDITION: ISSUE NO.3 NOVEMBER 16, 2006
» SOLVING THE RIDDLE OF THE ‘MISSING MIDDLE’ » POSITIVE REINFORCEMENT UNLEASHES DISCRETIONARY FRONT-LINE EFFORT » MOBILE COMMERCE: REDEFINING THE MODEL FOR SUCCESS » WANTED: CUSTOMER ‘ADVOCATES’
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SPECIAL EDITION: ISSUE NO.2 NOVEMBER 15, 2006
» DISTINCTIVENESS FOR LONG-TERM GROWTH » REWARDS PROGRAMS FOR DEBIT CARDS » CREATING THE ENTHUSIASTIC EMPLOYEE » THINK STRATEGICALLY, NOT TACTICALLY, TO IMPROVE IT SOURCING PRACTICES
»
SPECIAL EDITION: ISSUE NO.1 NOVEMBER 14, 2006
» 'FRONT-LINE FATIGUE' LEADS TO POOR SERVICE » PUTTING EMPLOYEES FIRST » THE PROMISE OF MOBILE PAYMENTS » LOOKING FOR INNOVATION INTERNATIONALLY
» NOVEMBER 08 VOL. 2 | NO.4
» GETTING MORE GROWTH FROM BUSINESS CARDS
» ACH-IMAGE CONVERGENCE GROUP MOVES FORWARD
» AFFLUENT HISPANICS USE ALTERNATE DELIVERY MORE
» DIFFERENTIATION THROUGH CUSTOMER EXPERIENCES
» RANDOM NOTES
» OCTOBER 25 VOL. 2 | NO.3
» SOCIAL NETWORKING HELPS ‘HUMANIZE’ BANKS’ IMAGE
» GETTING ONLINE ACCOUNT OPENINGS RIGHT
» CREDIT UNIONS COMPETE WITH DEBIT CARD REWARDS
» MICROSOFT VISTA OFFERS GREATER SUPPORT FOR SMART CARDS
» RANDOM NOTES
» OCTOBER 11 VOL. 2 | NO.2
» NEW TACTICS FOR MORE EFFECTIVE E-MAIL MARKETING
» THE PATHWAY TO SMALL BUSINESS CROSS-SALES
» IMAGE CAPTURE “ROLLS OUT” IN BRANCHES
» COMMUNITY BANK GETS PRODUCTIVITY LIFT FROM CRM
» RANDOM NOTES
» SEPTEMBER 27 VOL. 2 | NO.1
» REMOTE DEPOSIT CAPTURE: DEMAND FAR OUTPACES SUPPLY
» DIGITAL SIGNING GETS EASIER
» TURNKEY HSA OPTION FOR COMMUNITY BANKS
» BANK STORES SELL BANK MERCHANDISE—WITH MIXED RESULTS
» RANDOM NOTES
Volume 1 Archives
» SEPTEMBER 13 VOL. 1 | NO.26
» HIGH-YIELD SAVINGS ACCOUNTS DRAW CUSTOMERS ONLINE
» IN-STORE BRANCHES 'SHRINK TO GROW'
» IM-ING THE BRANCH MANAGER
» AFFINITY MARKETING TO RV OWNERS
» RANDOM NOTES
» AUGUST 30 VOL. 1 | NO.25
» BANKS HELP FIGHT ELDER ABUSE
» CONTACTLESS CARDS FOR SMALL BUSINESSES
» CELL PHONES BANNED
» STRATEGIC VISION IN RETAIL
» RANDOM NOTES
» AUGUST 16 VOL. 1 | NO.24
» A RASH OF VISHING BREAKS OUT THE SUMMER OF 2006
» VIRGIN MOBILE OFFERS DEBIT ALTERNATIVE
» DATA INTEGRATION HINDERING HSAs
» PROMOTIONAL GIVEAWAYS: FROM TOASTER TO iPod
» RANDOM NOTES
» AUGUST 2 VOL. 1 | NO.23
» CAN COMMERCE BRING ACCOUNT AGGREGATION BACK FROM THE DEAD?
» VIRTUAL ROLE PLAYING IN FINANCES
» NEW TOOL GIVES SMALL BANKS AN EDGE WITH CUSTOMER DATA
» INTERNET, CALL CENTER USAGE JUMPS
» RANDOM NOTES
» JULY 19 VOL. 1 | NO.22
» BANK OF AMERICA OFFERS “HYBRID” INCENTIVES
» DEFENDING AGAINST A POSSIBLE BIRD FLU PANDEMIC
» WAIVING FEES SENDS A SIGNAL TO MONEY TRANSFER CUSTOMERS
» FACILITIES TELL STORY OF MERGER INTEGRATION
» RANDOM NOTES
» JULY 05 VOL. 1 | NO.21
» "LESS INVASIVE" SCREENING OFFERS AUTHENTICATION ALTERNATIVE
» CELL PHONES EMPOWER THE UNBANKED
» INNOVATING THE ANNUAL REPORT » RANDOM NOTES
» JUNE 21 VOL. 1 | NO.20
» HIGHER SALES, LOWER COSTS, BETTER EXPERIENCE—SELF-SERVICE PROMISES IT ALL
» EXPEDITED PAYMENTS PROVIDE REVENUE OPPORTUNITY FOR BANKS
» PREDICTING THE NEXT BOSS
» PAYROLL STUBS AND BOARDING PASSES FROM THE ATM? » RANDOM NOTES
» JUNE 7 VOL. 1 | NO.19
» BILL ME LATER BOOSTS ONLINE BUYING
» NEW CARD OFFERS ALTERNATIVE TO TRAVELERS CHECKS
» LENDING DISCRIMINATION: WHAT DOES THE DATA SHOW?
» RANDOM NOTES
»
SPECIAL EDITION: ISSUE NO.3 MAY 25, 2006
» DEFENDING THE PAYMENTS FRANCHISE THROUGH INNOVATION » REDUCING COST IN ONLINE BILL PAY » DON'T LAY THEM OFF—TRANSITION EMPLOYEES » SOX COMPLIANCE WEAK ON THE FRONT LINES » 2/3 OF ATTENDEES SAY ACH CLEARING COULD IMPROVE PROFITABILITY » LARGE INSTITUTIONS READIEST FOR MFA, SURVEY FINDS
»
SPECIAL EDITION: ISSUE NO.2 MAY 24, 2006
» BANK COALITION PROPOSAL WOULD REDUCE NEED FOR SUBSTITUTE CHECKS » OFFSHORING THE BACK OFFICE » ATTORNEY WARNS ABOUT REMOTE DEPOSIT CAPTURE RISK » DON'T UNDERESTIMATE THE POTENTIAL OF CONTACTLESS PAYMENT SYSTEMS » FOCUS ON CUSTOMER ACQUISITION, CHECKFREE ADVISES » SURVEY RESULTS: ATTENDEES EXPECT NON-BANKS TO BE TOUGHEST PAYMENTS COMPETITOR
»
SPECIAL EDITION: ISSUE NO.1 MAY 23, 2006
» AGGRESSIVENESS NEEDED TO WIN REMITTANCES BUSINESS » BACK-OFFICE CHECK CONVERSION TO SPUR RETAIL USE » REALITY CHECK ON FRAUD » WHAT'S YOUR OPINION, BAI TRANSPAY POLLS ASK
» MAY 10 VOL. 1 | NO.18
» BEHIND THE SCENES OF WAMU’S ‘GUTSY’ CAMPAIGN
» THE BUSINESS PURPOSE TO EMPLOYEE APPRECIATION
» HELPING WOMEN-OWNED BUSINESSES GROW
» NEW SMALL BUSINESS PAYMENTS RESEARCH
» RANDOM NOTES
» APRIL 26 VOL. 1 | NO.17
» A HAPPY MEDIUM IN BRANCH MANAGEMENT
» BRANCH DESIGN AND ‘BANK PROS’ DIFFERENTIATE
» BUILDING AN EXPERTISE-BASED BRANCH CULTURE
» THE CHEAPER FIX FOR EMPLOYEE RETENTION
» RANDOM NOTES
» APRIL 12 VOL. 1 | NO.16
» BANKING AT THE 'NEIGHBORHOOD STORE'
» FUNDING ONLINE ACCOUNTS ONLINE
» CLOSING THE DEAL FASTER
» ‘DISCOVER’ CLIENTS’ NEEDS
» RANDOM NOTES
» MARCH 29 VOL. 1 | NO.15
» ATM USERS WOULD RATHER SWITCH THAN PAY
» FREE CHECKING’S SECOND WAVE
» REWARDS FOR WRITING CHECKS – AND MUCH MORE
» PAYMENTS PRODUCTS APPEAR TO LURE HISPANIC CUSTOMERS
» RANDOM NOTES
» MARCH 15 VOL. 1 | NO.14
» PODCASTING BANKING'S GREATEST HITS
» TAX REFUNDS VIA PREPAID CARDS
» PRESTO - BUSINESS INTELLIGENCE EDUCATES BUSINESS BANKERS
» INCREASING FRONTLINE EFFICIENCY
» RANDOM NOTES
» MARCH 1 VOL. 1 | NO.13
» KEEPING – AND AGGREGATING – THE CHANGE
» CUSTOMER SATISFACTION AND COMMITMENT?
J.D. POWER AND ACSI RANK THE BANKS
» CD CALCULATOR DESIGNED TO ATTRACT DEPOSITS
» MORE PAPERWORK FOR ONLINE RECRUITING
» RANDOM NOTES
» FEBRUARY 15 VOL. 1 | NO.12
» MINING CHECK DATA
» MATCHMAKER FOR SMALL BUSINESSES AND LENDERS
» ONLINE MARKETING ALLIANCES
» PIN DEBIT UNDER ATTACK
» RANDOM NOTES
» FEBRUARY 3 VOL. 1 | NO.11
» TOWARD FRIENDLIER NSF NOTICES
» TWO-MEDIA AUTHENTICATION
» FEE INCOME TO THE RESCUE
» CEOS DOWNBEAT ON 2006
» RANDOM NOTES
» JANUARY 18 VOL. 1 | NO.10
» SAME STORE GROWTH: BANKING’S NEW FAD?
» HSAS: DID GREAT EXPECTATIONS DISAPPOINT?
» DO-IT-YOURSELF DASHBOARD
» ACH ON-THE-GO
» RANDOM NOTES
» JANUARY 4 VOL. 1 | NO.9
» TOP 10 DEVELOPMENTS FOR 2006, YEAR OF THE CUSTOMER
» DECEMBER
21 VOL.1 | NO.8
» 2005 IN THE REAR VIEW MIRROR
» RANDOM NOTES
» DECEMBER
7 VOL.1 | NO.7
» “DARTING” PAST THE GATEKEEPERS
» ONLINE PLANNING = MORE SALES?
» THINK SMALL, WIN BIG?
» CUSTOMER INFORMATION: THE E-MAIL HANGUP
» RANDOM
NOTES
» NOVEMBER
23 VOL.1 | NO.6
» WHO
NEEDS A BANK? EBAY-LIKE SERVICE ASKS
» ATMs: MANAGING THE IN-BETWEEN
» FROM BANKS TO DATA BROKERS
» RANDOM NOTES
»
SPECIAL EDITION: ISSUE NO.4 November 17, 2005
» THE ELUSIVE CUSTOMER RELATIONSHIP
» CONNECTING WITH CUSTOMERS THROUGH VALUES
» BRANCHES ARE FOR ERRANDS, NOT SALES
» HSA SUCCESS? BANKING + HEALTH INFO
» SEGMENTING ONLINE BILL PAYERS
» ONLINE SEARCH ENGINES DELIVER CUSTOMERS
»
SPECIAL EDITION: ISSUE NO.3 November 16, 2005 » FROM ME-TOO COMPETITION TO STRATEGIC DIFFERENTIATION » BANKING'S FUTURE: PREDICTIONS FROM RICHARD HARTNACK
» BRANCH MANAGEMENT: TOP DOWN OR BOTTOM UP? » 3 APPROACHES TO INCENTIVE PAY
» NEW PAYMENT TECHNOLOGIES: WORTH A 2ND LOOK
»
SPECIAL EDITION: ISSUE NO.2 November 15, 2005
» WAL-MART, MICROSOFT, VERIZON — ALIENS ATTACK? » BRANCH DESIGN: FOR EMPLOYEES AS WELL AS CUSTOMERS » REMOTE CAPTURE: NOT JUST FOR CORPORATE CUSTOMERS » LOOKING FOR INNOVATION (WHEREVER YOU CAN FIND IT) » PUTTING ACTIONABLE DATA INTO SCORECARDS
»
SPECIAL EDITION: ISSUE NO.1 November 14, 2005 » INTERCHANGE FEE BATTLE: TIME TO STEP BACK? » EFFECTIVE COACHING GETS THE CALL CENTER AGENT IN “THE GAME” » ALL ABOARD FOR DIGITAL ONBOARDING » BANKERS VISIT THE MAGIC KINGDOM
»
NOVEMBER 9 VOL.1 | NO.5
»
INTRODUCING HSAS: PLANNING TOOLS MAY HELP ACCEPTANCE
»
OVERDRAFT PROTECTION VIA ASP
» DO CONTACTLESS CARDS FEED SPENDING SPREES?
»
LET YOUR FINGERS DO THE AUTHENTICATING
»
RANDOM NOTES
»
OCTOBER 26 VOL.1 | NO.4
»
PAPER STATEMENTS: EXPENSIVE AND LESS SECURE
»
E-MAIL ENCRYPTION: OVERKILL OR NO?
» A CHECK 21 SPOT CHECK
»
SHARED EMPLOYEE DATABASE AIMS TO STOP HIRING
MISTAKES
»
RANDOM NOTES
»
OCTOBER 12 VOL.1 | NO.3
»
DEBIT CARDS NO WAITING
»
MERCHANTS NEED EDUCATION ON DATA SECURITY
» NEXT TIME YOU PLAY SCRABBLE, TRY
‘BETSIMPSIER’ »
EMV ETA?
»
RANDOM NOTES
»
SEPTEMBER 28 VOL.1 | NO.2
»
HOW NOT
TO KEEP THE CUSTOMER WAITING »
5 BUSINESS CONTINUITY
LESSONS AS TAUGHT BY KATRINA »
‘TOP BANKING EMPLOYER'S GUIDE
TURNS COMPANIES INSIDE OUT »
HELLO? HELLO? IS ANYONE THERE?
»
RANDOM NOTES
»
SEPTEMBER 14 VOL.1 | NO.1
»
RETHINKING BRANCH TRAFFIC
»
PUT THAT WELCOME MAT OUT EARLY
»
THE LATEST IN NEW ACCOUNT OPENING SOLUTIONS
»
PROCESS GAPS DEEP-SIX DEBIT CARD DEPLOYMENTS
»
RANDOM NOTES
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