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Stop Account Fees, Sell Subscriptions
Fees, fees, fees. That seems to be a big topic these days in the financial services industry. Bank of America announces a fee for debit card usage. Public outcry ensues so they reverse their stance, causing other big banks to follow suit.
Now Bank of America, along with others, plans to roll out monthly account fees unless customers agree to using online banking, maintain minimum balances or purchase more products.
Of course this has the free checking advocates licking their chops. I’ve seen a steady increase in free checking marketing since last fall’s debit card fee announcement. While I understand the stance for free checking, I’m not totally convinced it will be profitable in the long run.
Depending on who you ask, checking accounts cost a financial institution any where from $150-350 annually. Usually, these costs are associated with interest-bearing checking accounts. In the past, only checking accounts that required a high balance received interest.
Recently, the market trend was to offer checking with interest for behaviors such as debit card usage, online banking and e-statements. Now these accounts pay out about as much interest as the bank in a Monopoly game.
I have always questioned why banks and credit unions no longer charge for accounts. They have no problem charging for such things as:
- foreign ATM usage
- overdraft protection
- early account closures
- inactive accounts
- check copies
- statement copies
Side note – NOTHING ticks me off more than an overdraft fee when money from MY account is used to cover the shortage. One FI I have accounts at charges $10, as a courtesy, to draft my savings account to cover my checking account. However, if I have a line of credit on the checking account, the LOC is drafted for no charge. Say it with me…THAT AIN’T RIGHT.
Look, I’m all for financial institutions making money, but fees leave a bad taste in everyone’s mouth. When all these fees can occur to each of my accounts, there’s a problem.
I am definitely in the camp that says banks and credit unions should charge for accounts. However, how they charge needs to change.
I think that the financial services industry needs to go to a subscription based model. Think about it, most people pay a monthly subscription fee for things like cable, electricity, water, mobile phones, gym membership, newspapers, magazines and others.
Most of these are services that we happily pay for. Well financial services is a “service”, why can’t we have a monthly plan and treat it as such?
Let’s say for instance, $5 a month gets you a basic checking account with online banking, mobile banking, e-statements, bill pay, direct deposit and no overdraft.
$10 a month gets you the previous products plus a savings account linked for overdraft protection that is limited only by the amount available in each account. PFM could also be added to this tier, along with an additional account (checking or savings).
$25 a month gets you up to ten different accounts, plus everything previously mentioned. Unlimited foreign ATM usage, free mobile P2P, free bank-to-bank transfer, 12 free wire transfers a year and merchant rewards would be included.
Would customers be open to something like this? Maybe, maybe not. But until someone gives them the option, we’ll never know. All I know is the number of people in the unbanked and de-banked categories seems to be rising.
It’s obvious that the current model is seriously cracked, if not broken. Adapting to the market is the only way to survive. Because no one wants to be Circuit City.
Picking Your Mobile Banking Strategy
In case you haven’t heard, mobile banking is now the bee’s knees. In fact, using the Quantipulation Method, we can see that offering mobile banking will increase your customer retention rate by 75%. But in case that statistic didn’t work for you, it is a fact that mobile usage is growing.
Here are some statistics from comScore’s quarterly report:
- 97.9 million people in the U.S. owned a smartphone (40% of all mobile subscribers)
- 74.3% used text messaging
- 47.6% downloaded apps
- 47.5% used the mobile browser
So how does this help you with picking your mobile strategy? This should give you a starting point. Instead of having heated arguments about whether you should have an iPhone app, Android app, or use HTML 5, find out how YOUR customers use their mobile phones.
Years ago when I led a mobile banking project, the first thing I did was create and send a survey to our customers. Once I had the results, I then formed a list of vendors that lined up well with how our customers were using their phones.
How do you know which mobile banking strategy to pick if you don’t even know anything about your customers’ mobile usage? It’s pretty pointless to develop an iPhone app with RDC capabilities when the majority of your customers only use text messaging and don’t have smart phones.
So to help you get started, here is a list of some questions you should ask:
Do you own a smart phone?
If so, which kind operating system does it use?
a. iOS (iPhone)
b. Android (Google)
c. BlackBerry
d. Windows Mobile
e. Other
How often do you use text messaging?
a. Never
b. 1-5 times a month
c. 1-5 times a week
d. every day
Do you browse the internet on your phone?
Do you listen to music on your phone?
Have you downloaded an app for your phone?
Do you play games on your phone?
Do you use social networking on your phone? (Twitter, Facebook, Google+, Pinterest, Foursquare, Gowalla)
Have you ever used your phone to find directions?
Have you ever purchased an item through your phone? (movie ticket, book, music, etc.)
Have you accessed our website on your phone?
Have you accessed online banking on your phone?
If we offered mobile banking, which features would you be interested in?
a. SMS/text alerts (daily balance, deposits, withdrawals)
b. Web mobile banking
c. Mobile banking app
d. Remote Deposit Capture
e. ATM locations
f. mobile payments
g. Person-to-person transfers
Once you’ve compiled the responses from this survey, you’ll be well on your way to setting a successful mobile strategy. So go on and get started.
Looking for a mobile banking vendor? Well check out FS Vendors to start your search.
Free Checking Isn’t Free
The Financial Brand has a recent post about the recent issues surrounding fees and profitablity at financial institutions. I recommend that you check it out and pay attention to all the new fees being generated and the comparison between banks and credit unions.
One thing that I took away from the article was free checking isn’t really free. It’s only free if you follow certain conditions. Now in my mind, I picture free as something similar to those free samples at Sam’s Club. With no purchase necessary, I can get a free sample of what ever was prepared that day. If I work it right, I could basically end up with a free lunch.
Free at a bank or credit union usually means:
- The account must be opened with a minimum amount (this minimum amount does not have to be maintained)
- You may have to sign up for certain services such as direct deposit and/or e-statements
- You can only use certain ATMs without being charged
- You have to pay a fee for an overdraft, even if they pull the money from a linked savings account
- You have to pay for new orders of checks, after your free first box
- You have to pay a stop check fee, even if you submit the request online
- You may have to make a certain number of online bill payments
- You may have to use your debit card a certain number of times
Basically, it’s free as long as you do the things they tell you to do.
The flip side of this is all the pay-day lenders and check cashing services that charge an assortment of fees. Their 3 R’s keep holding steady or going up (ROI, ROE, ROA). On the other hand, some banks and credit unions feel like poppin’ champagne when they have a profitable quarter.
For the life of me, I can’t figure out why so many people are so against banks and credit unions charging for their services. You’ll notice I said charge for services, not charge fees. FIs are in the business of making money and regardless of how you feel, checking accounts are not razors with the other services being the razor blades.
I can’t use a razor without a razor blade, but I can have a checking account and no other service at a FI. Ron Shevlin’s report on the Debanked should be a fine example of people choosing to live on what is essentially a checking service. If FIs bothered to do some serious data-mining, they may be shocked at just how many customers have only a single checking account.
In some cases, the customers may have two checking accounts, with one being obtained only because of a promotion or the sales tactics of the frontline. I’m willing to bet that the second account has less than the minimum opening amount.
It’s time that banks and credit unions sit down and do some serious account analysis. They need to dig into their customer data and figure out just what are their ideal, profitable customers. The days of only looking at generated fee income as a profitable customer are over. You can’t wait for Bank of America to save you with their new fee implementations. In fact, it was probably following BofA that played a part of getting the industry into this mess to begin with.
Don’t think so? How much do you charge for online banking, mobile banking, bill pay or e-statements? If you don’t charge anything, it’s probably because BofA set the precedent of giving these services away for free. Interested in following their lead of branch closings and layoffs?

