I like the email for a couple reasons:

• The well wishes make you feel good about the bank
• The message provides helpful contact info in case of trouble
• It’s an an additional fraud check to ensure that it’s really you traveling to Yakutsk next week

The bank even tells you to call collect. Nice.

Capital One could jazz up the message with more color and snappier copy (note 2), but it gets the job done.
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Capital One email to customers who’ve told them they are traveling internationally (31 Jan 2012)
Note: Sent the day before scheduled departure

Notes:
1. Picture credit: Greeting card at Zazzle.
2. I’m surprised Capital One doesn’t use this opportunity to reinforce its travel rewards, mobile app, and zero FX fees. 
3. We’ve tackled remote banking customer service and messaging a number of times in previous issues of our Online Banking Report. The last one was Live Help earlier this year.

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Out of the Inbox: Bon Voyage Email from Capital One is a post from: American Bank american-bank.com

• 2 Billionaire Brothers’ Insider Buying At Colfax by Zack Miller – “[In] the Danaher Business System… management believes its found a demonstrable, repeatable recipe for success, and it drives both culture and process at the company and its acquisitions. DBS is a form of Japanese kaizen, comprising 4 components: 1) People 2) Plans 3) Processes 4) Performance” [I own Danaher and have it in my 12 stocks for 10 year portfolio - John, my management blog focuses on such management systems]
• Apple’s Impossibly Good Quarter by John Hunter – “You can’t grow quarterly sales from $ 26.7 billion to $ 46.3 billion. $ 26 million to $ 46 million, fine that is possible, billions however – not possible. Except Apple did. You can’t grow a $ 6 billion quarterly profit to $ 13 billion in 1 year. Except Apple did. You can’t generate a cash flow of $ 17.5 billion in a quarter. Except Apple did. You can’t have a stockpile of $ 100 billion in cash. Except Apple does. These figures would not have been seen as unlikely just 3 years ago. They were impossible. But Apple achieved them.”
• How to Save the Euro by George Soros – “the cuts in government expenditures that Germany wants to impose on other countries will push Europe into a deflationary debt trap. Reducing budget deficits will put both wages and profits under downward pressure, the economies will contract, and tax revenues will fall. So the debt burden, which is a ratio of the accumulated debt to the GDP, will actually rise, requiring further budget cuts, setting in motion a vicious circle.”
• Japan’s Trade Figures: Some Perspective by Eamonn Fingleton – “In a typical maneuver, goods might be shipped to China via Hong Kong. The goods are exported from Japan at heavily discounted prices and a Hong Kong subsidiary takes a huge profit in selling to China. Such profits constitute hidden export revenues that are not caught in the visible trade numbers. The maneuver makes sense because Japan’s corporate tax rate is one of the world’s highest.” [This is one, of many things, that make economic data difficult to rely on - you have to pay close attention to the details - John]
• Krugman Take on $ 12 Trillion Question Rings True – “Japan’s toxic mix of too much debt, too little growth, too many old people and too few babies will end badly if Tokyo doesn’t get its act together. It’s important, though, to highlight where Fingleton is right. Japan is pretty close to a model society. It is an incredibly safe, clean, efficient, predictable…”
• Wall Street’s Achilles’ Heel – Efficient Market Hypothesis Doesn’t Always Work by Shailesh Kumar – “Market inefficiencies create undervaluation that an investor can buy into. In some other cases, it can also create overvaluation that an investor can sell into or avoid. It is beneficial for a self managed investor to be alert for these situations as the difference in performance between a value biased portfolio and a market neutral portfolio can be very significant over the life of the portfolio.”
• These Three Jobs Are a Great Way for a Teen to Earn Money and Learn Something About Life at the Same Time – “My opinion is that one of the best ways for a teenager to learn about making and saving money is to get a summer-job, or work part-time. These are absolutely amazing ways to gain valuable experience in helping others and learn about responsibility, endurance, and teamwork, and earn money in the process”
• USA Spends $ 7,960 Compared to $ 3,800 for Other Rich Countries on Health Care with No Better Health Results by John Hunter – “It is possible to argue the USA provides mediocre results, which is consistent with most global health care performance measures. Unless you directly benefit from the current USA system it is hard to see how you can argue it is not the worst system of any rich country: costing twice as much and achieving middling performance.”

Curious Cat Investing, Economics and Personal Finance Carnival #24 is a post from: American Bank american-bank.com

Visa Infinite Card: USA vs. International is a post from: American Bank american-bank.com

Yesterday, <largebank> failed me on both accounts (see note 1).

With Finovate Europe less than two weeks away, we are wiring large sums to London to pay for it. My bank got a bit concerned about all this outbound activity, which is good. I’m glad they are paying attention.

But how the went about notifying me about their concerns was simply outdated. Here’s how it went down:

1. The bank called me from a toll-free number and left a voicemail asking me to call them back. Despite the fact that I get every alert under the sun, the bank did not send an email or text message. I don’t know about you, but listening to voice messages from random 800 numbers is very low on my priority list. By mistake I did happen to hear it a couple hours after the fact. 
2. As soon as I listened to the message I first went to my email to see if I’d also received a message from the bank to verify the authenticity of the phone call. Seeing nothing there, I attempted to log in to online banking to verify the call and assure myself that my account had not been drained. But guess what? The bank had disabled my account access and gave me a vague error message with instructions to call a toll-free number. The number matched the one on the voice mail so at least I could confirm it wasn’t a vishing attack. There had been no mention in the voice mail of my account access being disabled.

Now, when you are 11 days out from an event and the cash in the bank is needed to pay for it, it’s beyond disconcerting to be locked out of your account for no known reason.

Luckily, we were able to quickly assure the bank that yes, we really did need to wire that much money. So we are back up and running and our patient vendor simply had to wait one more day. (Update: I wrote this post yesterday. Today, the exact same thing happened again with another wire. While it wasn’t a surprise this time, it’s annoying.)

________________________________________________________________________________

A Better Process
________________________________________________________________________________

Let’s repeat this scenario using an approach that preserves your customer’s sanity while making it more convenient for those that favor digital channels:

1. Bank sees something odd so it freezes outgoing wire transfer capability and sends me a text message, email message and leaves a voice mail.
2. Instead of shutting down my account access, they let me into my account so I can verify that the balances are still there. And for extra credit, the suspicious activity is highlighted.
3. After confirming the transaction through an extra authentication step, the bank re-opens my outgoing wire capability.
4. For extra credit, let me simply authenticate the suspicious items by replying back to the messages (at least on smaller dollar items).

Now that I can breathe again, I can lay out three rules to guide your “suspicious activity” messaging:

1. Contact the customer in their channel of their choice (but also use others for backup in urgent situations).
2. Allow the customer to authenticate transactions without moving out of that channel.
3. Never completely disable online access (unless absolutely necessary). Yes, shut off transfer-out functions, but continue to allow “read only access.” And post a red warning graphic within the account drawing attention to the suspicious activity. 

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Notes:
1. I’m not identifying the bank because my “data point of one” may not be indicative of what other customers experience. But I will disclose the name “off the record” if you email me jim@netbanker.com.
2. For more on messaging, small business, security and much more, see our Online Banking Report (subscription required).

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Suspicious Activity Messaging: When You Urgently Need to Contact Business Clients is a post from: American Bank american-bank.com

Globally the rich countries citizens are not tremendously happy with health care systems overall. It seems likely not only does the USA cost twice and much as it should and perform poorly compared to countries doing an excellent job but the USA performs that poorly compared to countries that themselves have quite a bit of improvement to make. Which makes the state of the USA system even worse.

Data from the Commonwealth fund report published in 2011 with data for 2009, International Profiles of Health Care Systems, 2011:

Table showing, percent of GDP spent and total spending per capita in USD on health care by country.

Under currently law in the USA by 2020 the uninsured rate should decline to under 5% by 2020 (still far more than any rich country – nearly all of which are at 0%).

On many performance measures in the report the USA is the worst performing system (in addition to costing twice as much). Such as Avoidable Deaths, 2006–07, the USA had 96 per 100,000, the next highest was the UK at 83, Australia was the lowest at 57. And Diabetes Lower Extremity Amputation Rates per 100,000 population, the USA had 36 the next highest was New Zealand at 12, the lowest was the UK at 9. For experiencing a medical, medication or lab test rrror in past 2 years, the USA was at 18%, next worst was Canada at 17%, best was UK at 8%. The USA was top performer in breast cancer five-year survival rate, 2002–2007. And sometimes the USA was in the middle, able to get same/next day appointment when sick: the USA was at 57%, New Zealand achieved 78% while Canada only reached 45%.

It is possible to argue the USA provides mediocre results, which is consistent with most global health care performance measures. Unless you directly benefit from the current USA system it is hard to see how you can argue it is not the worst system of any rich country. Costing twice as much and achieving middling performance. All that doesn’t even factor in the cost in anguish and bankruptcies and restricting individual freedom (when you have to stay tied to a job you would rather leave, just because of health insurance) caused by the difficulty getting coverage and fighting with the insurance companies for payment and coverage for treatment expenses.

Related: Measuring the Health of Nations – USA Paying More for Health Care – Traveling for Health Care – resources for improvement health system performance

USA Spends $7,960 Compared to Around $3,800 for Other Rich Countries on Health Care with No Better Health Results is a post from: American Bank american-bank.com

PNC Secured Credit Card: Available In 2012 or Not? is a post from: American Bank american-bank.com

We’re very excited to announce that FinovateEurope 2012 has officially blown past last year’s record attendance of 450 with two weeks still to go.

On February 7th in London, this year’s audience will get to witness dozens of new fintech innovations debut from both cutting-edge startups and leading established companies (check out the list of presenters) via Finovate’s signature fast-paced demo-only format.

In case you’re curious about who’s attending this year, here is a (very) small sample of the organizations that have already registered:

If you want to join the top-notch audience and watch the future of European finance and banking technology debut live, there are still a few tickets left. But please register soon as tickets are continuing to sell quickly. We’ll see you in London!

FinovateEurope 2012 is sponsored by: Bluerock Consulting & The Bancorp Bank

FinovateEurope 2012 is partners with: BankerStuff, BankInnovation, Celent, Deutsch Startups, Finance on Windows, The Financial Services Club, The Financial Services Innovation Centre, Juniper Research, and PYMNTS.com.

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FinovateEurope 2012 Hits Record Attendance with Two Weeks to Go — Get Your Ticket Now! is a post from: American Bank american-bank.com

The only real objections to Apple’s stock I can see are: the overall market value is so huge it just has to collapse (over $ 400 billion – the largest in the world) or it has to be time for a huge reversal of fortunes.

The problem with the view that it will fall is that the stock is very cheap by any rational measure. You are not paying much for all the earnings. Even if Apple does not continue the trend of the last 5 years, if it just stopped growing altogether, it is still cheap (if it does continue that trend it will break $ 1 trillion by 2014 – but I don’t think it will). The biggest risk is the profit margin shrinks drastically. That is possible. It is even somewhat likely to shrink a fair amount. But there isn’t much reason to think revenues will not grow. And to me, the current price makes sense only if revenues fall and profit margins fall. It takes the worst case scenario to make this stock seem overpriced.

The data on the last quarter (and for 2011 overall) are impossible (except they actually happened).

• record quarterly revenue of $ 46.33 billion ($ 26.74 billion in 2010)
• record quarterly net profit of $ 13.06 billion ($ 6 billion in 2010)
• Gross margin was 44.7 percent compared to 38.5 percent in the year-ago quarter
• $ 17.5 billion in cash flow from operations during the quarter (and $ 38 billion in the last year)
• $ 100 billion in cash now ($ 97.6 billion to be exact but since the data was gathered they probably passed $ 100 billion anyway). That is more than the market cap of all but 52 companies in the world.

You can’t grow quarterly sales from $ 26.7 billion to $ 46.3 billion. $ 26 million to $ 46 million, fine that is possible, billions however – not possible. Except Apple did. You can’t grow a $ 6 billion quarterly profit to $ 13 billion in 1 year. Except Apple did. You can’t generate a cash flow of $ 17.5 billion in a quarter. Except Apple did. You can’t have a stockpile of $ 100 billion in cash. Except Apple does. These figure would not have been seen as unlikely just 3 years ago. They were impossible. But Apple achieved them.

These figures are not short term blips. They are the latest in a long stream of amazingly results.

Related: How Apple Can Grow from $ 200 Billion to $ 300 Billion In Market Cap – Apple Tops Google (August 2008)

Apple has numerous, incredibly strong businesses. Each could be the linchpin of an extremely valuable company.

• iPhone initial sales and reoccurring income (over 50% of Apple’s revenue)
• app sales (for iPhones, iPads and Macs)
• iPads
• iTunes
• Macs
• Their retail store business – selling all their products

Potentially huge business: Apple TV and ebook sales. It is hard to see how they could have serious stumbles in numerous of these extremely profitable businesses all at the same time.

Some more interesting figures:

• international sales accounted for 58% of sales
• 37 million iPhones (128% growth)
• 15.4 million iPads (111% growth)
• 5.2 million Macs (26% growth) – this used to be their whole business, now you forget it even exists. The MacAir is excellent, by the way, that is what I am using to write this post.
• 15.4 million iPods (21% decline)
• Apple paid $ 700 million to developers (as part of the app business) last year, and has paid out over $ 4 billion in total.
• Apple’s profit for the quarter ($ 13 billion) exceeded Google’s revenue ($ 10 billion)

I do strongly believe Apple should pay a sizable regular dividend (at least 1.5%). But I don’t know if the odds are great that they will. One risk is they blow the money in foolish ways. When you $ 100 billion and generate over $ 3 billion more each month it is hard to appreciate that risking a few billion here and a few billion there really matters.

For each business there is risk and certainly possibilities of slower growth, decline and profit margin contraction. The stock is priced for quite a bit of earnings decline. And has been for awhile. I understand the reluctance to buy a company that has a market cap over $ 400 billion. But when you look at the finances and contemplate the future it is hard to see how the stock is not cheap. There are risks. There are risks with every stock and risks to the future profitability of every company.

Having so many extremely strong, extremely profitable business puts Apple in a great position. It is hard to see how they can come up with another business line that can make a difference to the profits of a $ 400 billion company. But the stock price isn’t expecting that. It isn’t expecting growth in revenue. It isn’t expecting growth in profits. From where I sit the potential for Apple from the current price (PE of 13) is much greater than the risk. And even with a 8% increase today is cheaper than yesterday (the news is so impossibly great that 8% doesn’t capture the value of that news).

I own Apple stock, but not enough. My sleepwell portfolio includes Apple stock. I was smart enough to finally buy it after waiting for years thinking the price wasn’t good enough.

Related: Intel Reports Their Best Quarter Ever (July 2010) – Google up 13% on Great Earnings Announcement – Amazon Soars on Good Earnings and Projected Sales – Leadership quotes from Steve Jobs

Apple’s Impossibly Good Quarter is a post from: American Bank american-bank.com