Over the years, many of our pet peeves, such as lack of email messaging, have either been resolved, or are on their way to being fixed.
Here are some of the rants that have appeared in the pages of Online Banking Report during the past 10 years:
- Failure to use email for account-related messaging
- Too easy to login to someone else's account
- Loan applications that were too cumbersome
- Bill payment that was too slow and confusing
- Lack of interbank transfer functionality
However, there is one issue that few have tackled; something we call open lending, or acting more like a mortgage broker than a lender. An open lender would give customers the option of seeing competitive lending products while researching loan options at your site.
IndyMac <indymac.com> is the only major lender we've seen embrace this idea, earning an OBR Best of the Web in 2001 (OBR 73). Another company that uses this technique in its online and offline advertising is Progressive Insurance <progressive.com>.
On its homepage, Progressive runs a near-real-time scrolling box with actual price comparisons for recent customers (see inset). It is even brave enough to show comparisons where they are NOT the lowest price. Note in the inset that GEICO comes in $36 less that Progressive; but if you watch the ticker continue to scroll, you will see a half-dozen companies with higher rates.
Why would a financial services company actually HELP its customers find a better deal elsewhere? Because in service industries, it's not ALL about the price. Do you want to stay at the motel with the lowest price in the city? Do you want to be operated on by the doctor with the lowest bid? Do you want to buy insurance from a fly-by-night discounter?
No customers want a good VALUE from a company they TRUST. And what better way to demonstrate both by allowing customers to easily compare your prices with others. Many of them are going to do it anyway. Why let them off your site to do the research? Let them stay at a site they trust, help them convince themselves you offer acceptable value, the close the sale with a super-convenient application.
In Online Banking Report #125, due out in a few days, we'll look at the pros and cons of open lending. Then in Part 2, scheduled to be published by year-end, we'll take a closer look at Progressive's comparative quote process in detail and build an open lending system that could be used by a bank or lender to deliver similar results.
In the meantime, if you'd like to look at our notes on Progressive's innovative quote process, download the Word doc here.
