ASB New Zealand opens first Facebook bank branch in the world

Three weeks ago ASB in New Zealand opened the doors (or whatever you term the online equivalent, launched I guess) to Facebook's first online bank branch. We blogged some months back about the potential for Facebook to become a major player in banking services and what ASB have done is recognise that potential and faced it head on, moving their services on to the social network. It's a brave move but one that was inevitable.

Last week we tried the branch out. It's a very simple service. At its heart it's an online chat interface built directly into Facebook. There are a selection of advisers to choose to talk to, all of whom are named and photographed individuals, to increase the person to person appeal that is the hallmark of social networking and you are able to choose from those available to chat.

We spoke to Elysse to find out how the launch was going? She was friendly, personable and very knowledgable and stated there had been considerable interest in the service. Although ASB are at present unable to offer services to those overseas, she said they had had considerable contact from New Zealand travellers who were able to sort out their issues quickly and easily through Facebook.

We went on to have a brief Twitter chat with Anna Curzon the General Manager, Internet Banking for ASB who confirmed the interest




That second statement really underlines the point of introducing this branch concept in to Facebook. In a time impoverished and globalised environment brands need to be in the places their customers are. Financial services brands are definitely behind the curve in following that trend, but ASB has made a huge step forward.

While the services through the ASB Facebook branch are currently limited the mere fact that they are there speaks volumes for their foresight and ambition. This is a bold first move and we’re sure it will be the first of many. We will keep an eye on whether ASB benefits from first mover advantage.

Crispin Heath
Head of Digital

Do Stella Artois know the true price of FREE banking?

That nice man with the golden grey locks and the snazzy jumpers has gone and burst the free bubble. He’s talking about, people actually having to pay for financial services they use! In a recent release Virgin Money has come out quite deliberately on the side of demanding cash for the privilege of facilitating our balances.

Now I‘ve read quite a few of the economics manuals and they all state that the greater the competition the lower the price as everyone dives headlong towards owning market-share. Well FREE in my book seems to be a low price, however just to prove a point Halifax want to actually pay me £5 per month for my balance.

So how and why then should we consider paying for a Virgin Money Current Account? Will it be so different that it warrants me paying for it? Well only time will tell, but for my part, modern banking is little more than online facilitation nowadays. Yes when it comes to loans or savings I pay or get rewarded for my business, but Banks don’t really service me. I, like millions of others, choose to bank online and in that environment I’m a self service customer, so just why would I pay?

Added to that, there are a number of new and innovative money managers coming to market all available via the web, Mint or Wesabe from the states are some good examples. They actually help me manage and make the most of my money, which my bank doesn’t and again they’re FREE.

Now the debate about FREE banking has raged in recent years. Ever since the introduction of packaged accounts and the OFT’s pronouncements on credit card charges. All of which reached a recent crescendo with the subsequent failure on the fairness of banking fees.

So how and where does Virgin’s pronouncement fit? Well I think it makes the issue more confusing. Why can’t we just get the truth behind what it costs to run a current account? Naive I may be, but this has to be the holy-grail of modern banking. Once we have that, we the customer can decide whether we value plain vanilla or the bells and whistles of packaged accounts.

So is Mr Branson the White Knight of Banking and are the Virgin fees being brought about by actual competition or the desire for transparency? I’m not so sure it’s either. While I may desire the holy-grail, the reality of linking what a customer pays for a current account and what a bank charges is almost impossible to calculate. It depends on way too many variables; the type of financial institution; how many overheads the business carries; the cost of security; technology and the amount it pays its employees; the amount that shareholders or Venture Capitalists want as a return etc.

What worries me is it could be nothing more than a marketing trick to ensure margins. One just like Stella Artois used. They made us believe that paying a premium was worthwhile for the taste, when in fact all we got was good old fashioned Belgium cooking lager. ‘Reassuringly Expensive’ they called it!

Well for me all this increased competition is nice, but more choice doesn’t equate to better and paying for the privilege certainly doesn’t either.

David McCann
Planning Director

When two passions collide

Two things happened last week that caught my attention the first was that Northern Rock agreed to continue its sponsorship of Newcastle United. The second was Billy Bragg's refusal to pay tax if RBS continued to pay bonuses totalling £1.4 billion.

Both RBS and Northern Rock as I’m sure you’re aware are publicly owned and for all intent and purposes could be controlled by Government.

And yet here we have two cases of very public non-interference by the controlling interest.

Now I could start off on the rights and wrongs of a government sponsoring a privately owned football team or indeed funding the hyper-inflated salaries of Investment Bank fat cats, but that’s not my point. What did catch my train of thought was the similarity between these two disparate sectors, there are in fact a huge number of parallels between them.

Both sectors rely on continual success whether on the pitch or share price to maintain their position in their respective leagues, and both have to pay heavily for the best talent available.

While we may baulk at the thought of paying footballers £150,000 per week salaries the truth is that that’s what economists call market forces, the old supply and demand thing to you and me.

In fact, teams that pay more are investing in their success, no matter what Deloitte may say about Brian Laws, sorry another football finance link!

Banking and finance like football is a fine balancing act and some get it wrong, Portsmouth like RBS invested heavily, but relied upon short term funding which has left them in a precarious position. Others like Manchester United have had to restructure their debt, not dissimilar to Lloyds current rights issue and so it goes on an on.

What of a resurgence amongst the mutuals? Well again you can look at the Real Madrid operating company, which is a supporter-owned, not-for-profit business. This has looked to grow through acquisition and merger borrowing heavily to buy the talent of the likes of Ronaldo, Kaka and Benezma

Well back to the things that started me thinking, if we took Mr Bragg's advice and refused to pay the £1.4billion which is mostly paid to front line staff who earn on average less than £20,000 per annum, this I believe would have a knock on affect and ultimately hurt the performance and competitiveness of the business.

The last analogy I’d like to make is that the premiership is seen by many as the best football league in the world and if we want to maintain that place then we need to reward and invest. It’s a hard fact that the Financial Services industry and the banking sector still account for about 15% of UK GDP. If we don’t invest we’ll relegate ourselves to the third division of banking, playing amongst the Accrington Stanley’s of Building Societies and not the Premier league of BoA, BNP Paribas or Santander.

As for the sponsorship of Newcastle by Northern Rock I can’t believe that it has been allowed, I see it as a ludicrous and outlandish waste of taxpayers money, which financially supports the privately owned the rising stars of the Championship… Well what did you expect from a die hard Chelsea supporter ;)

Extract from Myths and Facts About Football

Fact: Player performance is strongly affected by relative income

Or in other words, when a player's salary rises (or drops) relative to his team-mates' pay, his performance improves (or declines). German and Swiss economists demonstrated this by studying goals, assists and ball usage (and salaries) of players at 28 clubs in the German Bundesliga between 1995 and 2004. The "robust findings" show the relationship is not simply that "better players earn more" but that the "causality runs from pay to performance, not the other way round". Willingness to perform, as in many jobs, depends on relative pay.

David McCann
Planning Director

Would you move your Current Account to Tesco or Virgin Money?

There was an interesting video from Brand Republic (see below) of some consumer vox pops about what they thought of the new banks and whether they would move their current accounts.



Couple of things jumped out at me.

That these brands are not seen as knowing about running a bank, so it feels like a stretch too far.

That Tesco’s is seen as taking over – a brand that is dominating our lives – and we do know that when it comes to money, people don’t like having all their eggs in one basket. We actually like privacy with money so we don’t want one brand knowing too much about us.

The other thing that surprised me was there wasn’t more dissatisfaction with peoples’ existing banks – quite the opposite. And if good mortgage deals are only available to current account holders, especially with interest rate rises, then this is a huge barrier.

Obviously these are the reactions from a few and it’s much, much too early to call. We don’t know what the offer is yet – what will be different or better about the experience with Tesco or Virgin.

But fascinating times – can’t wait to see how it pans out.

Jo Parker
CEO

Watch out - here come the retailers!

As predicted at the beginning on 4 March (Who will eat the banks’ lunch) the retailers will fill the vacuum left by the big banks and building societies.

Did you see Tesco is launching 30 in-store banks by the end of the year under the brand name of Tesco Bank as part of the expansion of its financial services operation?

The supermarket, which has been trialing the concept in Glasgow since 2006, will use the banks to offer insurance, savings and credit card products from Tesco Personal Finance (TPF). Tesco is also planning to launch a current account within the next two years while mortgages are also being considered. Interesting times don’t you think?

Jo Parker
CEO