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Mickey Goldwasser

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Hooked on Mobile

Posted by Mickey Goldwasser on Tue, Mar 12, 2013 @ 08:03 AM

As a person who regularly travels back and forth from Connecticut to Austin, I have to admit that I really rely on the ability to connect to work and home via mobile on a variety of devices such as my iPhone or iPad. During presentations, I often talk about how we have truly become a mobile society and talk about how, for many, the mobile device (be it a smartphone or tablet) has become an extension of who we are. I joke that we could be 10, 20 or 30 miles, etc. from home and realize that we forgot our cellphone and immediately turn around and go back and get it.

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Our mobile devices have even become the last things we put down at night and the first thing we pick up in the morning. That became even more apparent to me recently, when I had left the office to head to the airport with an associate and realized when we were almost at the airport that I had forgotten my iPhone on my desk. Since I was flying back to Connecticut, I sat there thinking how I would be able function without my iPhone until I returned to Austin next week. I thought about how much I rely on this simple device to check email, communicate and importantly do my banking as I travel. To say I was panic stricken would be an understatement. Luckily my associate was able to reach someone in the office who was kind enough to drive the phone the airport, and I was reunited it with. Imagine if you were in a similar situation, and I am sure you could relate.

In the Thursday, March 07, 2013, edition of USA Today there was an article on the topic of “Always Working” that discussed how mobile has become an integral part of our daily lives, be it work or personal. The article mentioned a Pew Research Center Study that cited that nearly two thirds of full time workers own smart phones, up from 48% two years ago, and one third own tablets, up from 12%.  I imagine that when you factor everyone else who own smart phones or tablets, we’d all agree we are hooked on mobile and our devices.
With more mobility comes more convenience, especially when it comes to banking, and with that comes even greater opportunity for banks and credit unions to better serve their markets. People are looking to convenient ways to connect with their financial institutions as evidenced by the following:

  1. The ability to connect any time anywhere is appealing as demonstrated by all the articles and the ongoing list of statistics about the growth of mobile.

  2. Like other ebanking transactions such as online transactions, mobile is cost effective and less expensive than traditional transactions done at a branch or via a call center.

  3. Consumers, both retail and commercial, are demanding access to financial institutions via mobile or tablet devices for their banking needs. Study after study is confirming this type of demand.    

  4. The ability of financial institutions to connect to their customer via a multitude of channels deepens relationships and provides the additional opportunity to connect with consumers.

  5. Adoption rates of mobile and mobile banking will only continue to rise as more and more of us realize the convenience. And it is not just a younger generation trend. Just walk into an Apple store and at the table you see groups of all ages learning how to use the iPhone and iPad and you’ll see my point.  

  6. Mobile has become top of mind for businesses and consumers, and this includes banks and credit unions looking to raise their service levels.

With all this in mind, it goes without saying that opportunity exists for banks and credit unions to extend their footprints and better serve the people like me who are simply hooked on mobile.

For the financial institutions out there, have you developed your strategy around mobile/tablet banking? Is your mobile strategy integrated into your overall ebanking offing?  If not the time is now. Opportunity is knocking.

Tags: mobile banking, mobile, always working

Happy 8th Birthday to Q2ebanking!

Posted by Mickey Goldwasser on Mon, Sep 10, 2012 @ 11:09 AM

Q2ebanking recently celebrated our 8th birthday.

We were founded in 2004 with the goal of “providing ebanking innovation that empowers our customers to better compete in the marketplace” and we operate under that assumption each and every day.

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With investments in innovation, people and customer experience we are confident that we are providing our clients with the best ebanking experience.

While that may seem like a very broad statement, it’s because we don’t just focus on the end user alone. An ebanking experience is your financial institution’s experience operationally, the day to day activities around it, the training aspect, the upgrading process and even the support your financial institution is provided.

Over the past 8 years we have established a very unique culture here at Q2ebanking. When we came into the financial services industry in 2004 one of the things we started to see gaining a lot of popularity was SaaS, software as a service. With that, we decided to start by designing a single platform. We believe we are introducing the first PaaS (platform as a service concept). With this platform as a service concept as well as our continued focus on ebanking alone, we are able to provide clients with the best overall ebanking experience for their financial institution and their end users as well.

Not only have we invested in building this unique culture but we have continued to grow as an organization including the addition of industry talent and new product offerings.
Included in these past 8 years we have been named to Inc. 500|5000 Fastest Growing Private Companies 3 years in a row, been named one of the Top Workplaces in Austin, added close to 400 clients and will be opening an office in Georgia.

We realize that the key to success is our client base and continuing to innovate and we look forward to the future.

Last but not least, a special thank you to our terrific clients, industry partners, employees, supporters and friends for your trusted partnerships which have helped us to reach this milestone.

Tags: 8th birthday, Q2 Success

9 Common Pitfalls When Addressing the Virtual Branch

Posted by Mickey Goldwasser on Mon, Aug 06, 2012 @ 09:08 AM

When was the last time you as a consumer were in a branch?

If you’re like me it’s been awhile. In fact the last time I was in a branch was about a month ago. My 21 year old daughter wanted to cash a check that she had received so I suggested we go to our local branch. I really wanted to do this to view the experience through her eyes so off we went. We drove to the branch where she went through the process of standing in the teller line and then having the check cashed. As we were leaving, she commented just how foreign the whole process felt. When I asked why, she said I never go to the branch because I do all my banking online. In other words she uses the bank’s virtual branch as her primary means of contact, as do I.

With this as background, our EVP of Customer Experience and Innovation, David Peterson recently drafted a white paper entitled “Caring For Your Virtual Branch”. The paper covers the common pitfalls, elements needed in a virtual branch, who’s online?, the notion of self service, security, virtual branch requirements, virtual customer service and other elements needed for success of this emerging channel.

A little insight on what this white paper includes: The 9 common pitfalls financial institutions can run into when addressing the Virtual Branch.

1. Management failing to recognize the online channel as its own branch.

2. A lack of direct interaction between customers and FI staff. 

3. Letting concerns about security, risk and fraud delay or prevent the adoption of online banking.

4. A lack of exposure to advertising and other messaging.

5. Forgetting that customers are executing transactions for themselves.

6. Failing to inform customers what equipment they need.

7. Relying on traditional methods to provide training on how to best use the online channel.

8. Staffing for support of physical-branch customers only.

9. Ignoring the virtual branch as a major revenue engine.

I invite everyone to download and read this educational white paper to further explore this important topic in more detail.

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Tags: Virtual Branch, Online Banking, whitepaper