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FNB app zero rated for free data

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FNB has announced that customers who use its banking app will no longer need data to access it via their smartphones from 1 July 2017. 

This follows an agreement with all major mobile network operators in South Africa to zero rate access to the FNB Banking App allowing all customers to use it at no cost. The bank already offers free access to its app to all FNB Connect customers, and offers free WiFi in most FNB branches for customers to download the app.

Giuseppe Virgillito, FNB Digital spokesperson, says “Since launching the app six years ago, not only has it become the most downloaded, but also the popular banking app amongst consumers as recently rated in the SAcsi and Columinate SITEisfaction Index’s 2017.”

“We believe that access to data or airtime should not be a barrier to safe and convenient banking for South Africans. The zero rating of the app is in line with our broader strategy to migrate customers to digital and electronic channels where a number of transactions and services are already offered free of charge,” adds Virgillito.

The FNB Banking App not only offers customers convenience, but increased value through its industry leading features that caters for the basic and advanced banking transactions in the hands of customers.

“We attribute the success of the banking app to continuous innovation and meeting more than the basic banking needs of our customers,” adds Virgillito.

Furthermore, with fraud being a global concern for customers that use digital platforms, the latest version of the FNB Banking App boasts industry-leading security features.

The industry first inContact solution has evolved to introduce Smart InContact, which allows customers to receive secure Online Banking transaction approvals on the FNB App which does not rely on SMS or email technology which could be intercepted by fraudsters. Smart inContact on the FNB App also notifies customers of all transactions for free, from as low as one cent, with full control to report fraud with 1-touch of the Report Fraud button to the 24/7 FNB Fraud line. The app also works with Online Banking to verify devices that customers use to transact on their respective profiles. Only verified devices with the app installed receive Smart inContact transaction approvals.

Logins to Online Banking also trigger a Smart inContact notification for customers to be notified whenever their Online Banking is accessed. App users can also now authenticate themselves through Fingerprint ID available to both Android and iPhone owners, which uses a fingerprint sensor to verify the user before giving access to the account profile.

The FNB Banking App is currently ranked the best in South Africa by customers in both the South African Consumer Satisfaction Index 2017, and in the Columinate SITEisfaction Index 2017. The app has also been ranked best in South Africa by international benchmark studies, such as MyPrivateBanking Research and Finalta where international banking experts rank the FNB Banking App as standing shoulder to shoulder with the best in the world.

“Apart from gaining multiple international awards over the years, we still strive to please our customers, and the results are evident in both the SAcsi and SITEisfactions surveys, where when unpacking the detail, consumers rate the FNB Banking App as the best banking app in the country,” says Virgillito.

The FNB Banking App features industry-leading solutions such as FNB Pay, Fingerprint ID, Secure Chat, Smart inContact, 1-touch Report Fraud, nav>> Car and nav>> Home, eBucks Partner locator and FNB TV, amongst others.

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Stop being creepy! An essential guide for digital marketers

Advertising and marketing is becoming increasingly creepy as personalisation strategies lose the plot, writes JOAN OSTERLOH, authorised Forrester Research Partner for South Africa.

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Marketers need to be aware of the “creep factor” when deploying strategies of personalisation and individualisation in their marketing efforts, Forrester’s Brendan Witcher, VP and principal analyst serving eBusiness and channel strategy professionals, warned as early as December 2017.

Six months later, Forrester senior analyst Susan Bidel was even more direct in her message: “Marketers, you need to take control of your advertising strategies and adtech stacks now to better address today’s consumers.” She cautioned that those who didn’t, were at a high risk of annoying and creeping out the very customers needed for business growth.

In its latest research, “Marketers Versus Customers: Opposing Forces  Erupt” Forrester now finds that even though marketers set out with the best intentions to implement customer-obsessed marketing and customer experience strategies, they still end up alienating and ‘creeping out’ customers, resulting in lost loyalty.

Marketers use personalisation to make their marketing more relevant and to help it stand out, Forrester says in a blog on the study. The irony is that with all the customer data that marketers use to personalise, the one thing they seem to have forgotten to find out from consumers is whether they even want personalised communication at all, the firm writes. Combined with identity resolution and increased automation, companies have created adtech and martech stacks that are creeping people out. We think our phones are listening to us. And then Facebook admits it is doing this. So, what’s gone wrong?

The report by Melissa Parrish, Forrester’s VP and group director serving marketing professionals, highlights that marketers are ignoring their customers’ desire for anonymity, by assuming that they all want personalised experiences. They are foregoing the authenticity of their own brands by “giving lip service to brand values they think resonate with customers.” There’s an overt focus on martech at the expense of human creativity. Lastly, they’re profiling customers on precarious connections and getting it wrong, sometimes with harmful and even traumatic results, she explains.

The solution is to return to true customer-centricity by going back to basics by looking at the following, Parrish writes in the report:

  1. Remember that customers are different.  Here it’s not about customer segments or personas, but rather the extent to which they expect you to know them. Treat customers and prospects differently – e.g. prospects “want value, not a background check”.
  2. Customers are tired of lookalike ads and direct mail that is poorly personalised, trying to get them to buy things for which they’re not even in the market.  Choose your target audience, focus on them, and then let go of the others.
  3. Programmatic marketing has its upsides and downsides.  Avoid the two extremes of advertising at scale across multiple channels on the one hand and limiting advertising to channels where everyone seems to be at once, such as Facebook, on the other.  Instead, target your audience with responsible content and choose platforms on which you can reach them online and offline.
  4. Consider whether you should be using cookie, key-stroke and audience data at all for your brand.  Intent-based target marketing through search optimization might be a smarter choice.
  5. Don’t assume that personalisation will make customer experiences more relevant.  Rather interview your customers and test different variations of personalised content to find the right balance between information, recommendations, simplicity and empathy.
  6. Don’t ignore the 20% who don’t want any personalisation at all – use your customer insights data to identify them, and then meet their expectation of no personalisation.

Parrish offers important recommendations for the winning marketers of the future. Since the success of marketing is measured by the bottom line of revenue generation, truly customer-obsessed marketers need KPIs that are “fine-tuned” to understand what customers value, not what’s valuable to the brand, she writes. What customers want and value should be defined in terms of four dimensions along the axes of functional-experiential, and economic-symbolic.  Then, measure the dimensions along the entire customer life cycle, she explains. What this requires is the following:

Firstly, marketing and Customer Experience (CX) teams need to unify and leverage one another’s unique skills to deliver best-in-class customer experiences that drive loyalty, customer retention and growth.  Truly customer-obsessed brands will bring CX and marketing together to harness the best that both have to offer.

Secondly, brands need to rebuild trust.  As consumers become more privacy-savvy, they will become more selective about the brands with which they are willing to share their data.  Marketers need to develop ‘Privacy Personas’ as a new marketing segment to ensure that they deliver experiences their customers are comfortable with.

Thirdly, refocus on creative excellence. In Parrish’s words “new prospecting strategies will center on great creative making an emotional impact and contextual targeting driving relevance.”

Lastly marketers need to find ways to extend customer obsession throughout the enterprise. Employees need to be empowered to deliver on the brand promise, which must align to and be in harmony with CX.   The companies that thrive will be those whose CX truly reflects brand values, Parrish concludes.  

Sources: “Marketers Versus Customers: Opposing Forces  Erupt18 Sept 2019. By Melissa Parrish with Sharyn Leaver, Brigitte Majewski, Caroline Robertson, and Stephanie Liu.

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Which should you use: PIN or Password?

By CHAD HAMMOND, a digital security expert at NordPass

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As users of this digital age, we have many different choices. You can enable or disable web cookies, depending on how much information you want a website to gather about you. You can use encrypted services or unencrypted ones, depending on how much you’re concerned about your privacy and security.

You can also use a PIN (Personal Identification Number) or password to secure your digital devices or online accounts. However, in this particular case, the choice for most of us is not as straightforward as it seems.

The other day I also had the very same discussion among my friends with three different sides of opinion. One side was backing PINs and claiming that they are safer than passwords. Others couldn’t believe that PINs made up of four, six, or eight digits can be more reliable than long and complex passwords. And the third group was claiming that both PIN and password serve the same purpose of identification and are safe to use. All sides had valuable insights, but we couldn’t reach an agreement. Sparked by this discussion, I decided to look deeper into this topic and look for the truth.

When should you use a PIN?

PIN stands for a Personal Information Number and is used the same as a password to prove that you have the right to access your data. A PIN usually consists of a string of four to eight numbers, and it was first introduced in the 1960s together with cash machines (ATMs). The obvious drawback is that a PIN is limited to 0-9 numerical digits. A PIN made up of four numbers offers 10,000 possible combinations. That may seem like an easy nut to crack, but it’s not as straightforward.

PINs are normally used on touchscreen devices and always require manual data entry. An automated brute-force attack may not work as most of the systems that use a PIN also specify maximum attempts count before disabling the device.

For example, if your device limits PIN entry to six attempts, there is a 0.06% chance that someone will be lucky enough to crack the four-digit code. Of course, if your PIN is ‘0000’ or ‘1234,’ the probability of being hacked increases massively.

When should you use a password?

A good password is a combination of numerical digits, upper- and lowercase letters, and various special characters. It could also be a phrase made up of words with the same requirements. Like the PIN, the password concept first appeared in the early 1960s and has been used ever since. A 10-character password has 59,873,693,923,837,900,000 different variations, and most of you are probably thinking you know which of the two is more secure. However, it’s not all about mathematics.

Passwords are used online or for devices like computers, which usually don’t have any limits on failed attempts. That’s why passwords can be compromised with the help of an automated brute-force attack. Of course, not all attacks are practical, as most of them would take years to crack a strong password. Buthacking technologies are evolving fast, making such attacks more sophisticated and successful.

Password vs. PIN: the verdict

Going back to the discussion that I had with my friends, we can safely say that all the opinions were correct in one way or another. The answer to this question depends on where you use your PIN or password.

If you want to unlock your touchscreen device, the safest and easiest way is to use a PIN because of the manual entry and the attempt limit. When it comes to online accounts or computers, passwords are much safer due to the simple math of available combinations.

Also, you can enable multi-factor authentication (2FA) in most online accounts . The 2FA adds another layer of safety, minimizing the risks of automated brute-force attacks. Even if someone manages to get your strong password, they won’t be able to access your account, as the second step of verification will stop them.

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