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Is your payment platform keeping customers from buying?

“When it comes to online commerce, the point at which money changes hands has often been the moment a sale falls apart,” says Kurt Bilafer, Global Vice President Sales and Success at WePay. In his own words, Bilafer gives us some insight on what a customer-intimate payment process looks like (and conversely, what it doesn’t look like).

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When the sale falls apart

“When it comes to online commerce, the point at which money changes hands has often been the moment a sale falls apart,” says Kurt Bilafer, Global Vice President Sales and Success at WePay. How does this happen? Why does this happen? And what can your company do to fix it?

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In his own words below, Bilafer gives us some insight on what a customer-intimate payment process looks like (and conversely, what it doesn’t look like):

Payments: The last mile of online customer intimacy

What was a carefully crafted brand experience becomes off-putting and complicated. There are confusing redirects, forms that clash with the rest of the design, and a lot of sensitive data that needs to be entered.

But that’s now changing, and fast. Innovative companies have stepped up their game, using technologies that make a much easier payment experience possible. That in turn is changing consumer expectations about what a payment transaction should be like.

You now need to bring your payments experience up to this new standard, or risk getting beaten by competitors who do. Why? Because removing barriers for your customers is a hallmark of customer intimacy, and customer intimacy is one of three value disciplines that every company must master to dominate their market. A customer-intimate company has to get to know its customer at a deeper level with every interaction. It must understand what they want and need, sometimes even before they do. Payments are the last mile of customer intimacy.

Come fund me

GoFundMe, the world’s largest crowdfunding site is a great example of a customer intimate company.

GoFundMe’s customers are ordinary people trying to raise money to deal with adversity, support causes they care about, or follow their dreams. They’re accepting donations, but they aren’t traditional nonprofits, or traditional merchants. They want to enable a single campaign to accept payments for a limited time. Asking them to go through the traditional business process of signing up for a merchant account, handing personal financial data, and going through an underwriting process is overkill for what they’re doing, and it puts a big obstacle in their way. They just want to raise money, fast.

At the same time, GoFundMe has another set of customers with a different set of needs: the donors. They don’t have the time or the ability to investigate every campaign to assure it’s on the up and up before they give. And they don’t want to have a bad checkout experience when they’re trying to do a good deed.

GoFundMe gets it. They’ve built the simplest possible onboarding experience, which gets the payments stuff out of the way quickly so fundraisers can start collecting money in minutes. Yet they’ve also built in trust and safety. Behind the scenes, they’re leveraging our risk technology to verify that fundraisers are who they say they are, so that donors can give with confidence.

The way they’ve managed to balance the competing priorities of the two sides of their user base proves they really understand their customers. And that’s the sort of change that’s coming to payments. It’s not acceptable anymore to just move money now. You have to do it in a customer intimate way.

So not intimate

Contrast that experience with the historic way of making payments online using a credit card or PayPal. Credit cards were not designed to be secure in card-not-present transactions, and adding the necessary layers of security makes onboarding hard and checkout tedious.

The big consumer innovation with PayPal was that you could set up an account you could use at a variety of different sites without having to reveal your credit card information. But that adds another account to maintain and another set of passwords to remember–both challenges to customer intimacy.

Another challenge is that when you’ve filled your shopping cart and want to pay, you’re kicked over to a form on another website to complete the transaction, then kicked back to the original website once the transaction has concluded.

The original merchant, who has invested a lot of time and money in getting the customer to that point, loses their consistency of branding and customer experience because they lose control of the customer while the transaction is happening.

As a sales guy I can tell you, that’s a bad way to close a deal. You’re counting on someone else to take care of your hard-won customer. Even if the transaction goes well, the reality is when they’re sent back to your site, their experience is different than before they left. That’s not a customer-intimate payment experience.

With you all the way

In the traditional payment model, if something goes wrong, the customer may not know whom to call. They don’t know if it’s a credit card issue, a PayPal issue or an issue with the site itself. It doesn’t really matter because it reflects on your company. It’s your customer, and you may very well have lost the sale and made them angry.

Even if the customer completes the transaction, there’s still a lot that can go wrong. They think they paid, but don’t get a confirmation email. Or they get a call from the credit card company asking if they really meant to spend that much money. Or the product or service they wanted isn’t delivered. All these scenarios create uncertainty, confusion, and friction — none of which you want associated with your brand or your customer experience.

Customer intimacy isn’t just about making it easy to pay. It’s maintaining security, transparency and accountability across every facet of the experience. It’s making sure you stay close to your customer, and they know it’s you and you’re with them all the way.

Managing the last mile

Payment is not the main objective of any transaction. It’s just the last mile of a decision that has already been made, but it’s a big part of that whole experience. It needs to be valued and curated and managed in the same fashion as the rest of your customer experience.

In the past, customers accepted payment struggles as part of buying online, because that was the industry standard. That standard is rapidly changing as new technology gives companies the ability to extend customer intimacy to payments.

At minimum, you have to make it so payments aren’t part of what the customer is struggling with. But there’s also an opportunity to exceed expectations and use a customer-intimate payment experience as a competitive differentiator. In the platform economy, the companies that understand and execute on that will win.

Bilafer is a sales veteran with more than 20 years of experience in direct sales, channel and partner development and business strategy. Prior to WePay, he was Global Vice President of Sales at SAP, previously serving the company as Vice President of Analytics for Asia, Pacific & Japan and Global Vice President of Business Analytics and Technology solutions, Ecosystem and Channel Partners. He was also SAP North America’s Vice President, heading up enterprise performance and risk management and spent a year with PricewaterhouseCoopers to rebuild their SAP National Practice. Bilafer joined SAP after its acquisition of Pilot Software.

#PositivePaymentExperience

Jenna keeps the machine well-oiled as the Operations Coordinator at The American Genius and The Real Daily. She earned her degree in Spanish at the University of North Texas and when she isn't crossing things off her to-do list, she is finding her center in the clean and spacious aisles of Target or rereading Harry Potter for the billionth time.

Business Finance

Under-representation of women in fintech: Let’s talk about it

(BUSINESS FINANCE) Representation of women in fintech remains scarce despite a prevalent population of interest. Why is this the case, and what can we do about it?

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Woman reading a document in front of her computer, one of the women in fintech.

Women are 50% of the population – so why are there only 9 of us on the 2020 Forbes Fintech 50?

I’m personally shocked by how underrepresented women are in such a lucrative industry. By 2022, it’s predicted that fintech, or financial tech, will be worth $26.5 trillion, and we cannot afford to miss out.

And I’m serious when I say fintech is truly taking over. This includes payment processing, online and mobile banking, person-to-person payments (think Venmo or Cash App), financial software, to name a few. For some perspective, half of consumers use digital banking services as the primary way to manage their money. That’s a big deal.

So why does it matter that women are drastically underrepresented in leading roles at these companies?

  • Women CEOs receive only 2.7% of all VC funding – that is astonishingly low, considering that the remaining 97.3% is secured by their male counterparts.
  • While a study conducted by the Harvard Business Review on leadership skills found that women scored higher than men in 17 out of 19 categories (I could’ve told you that), women founders make up only 17% of fintech companies. Some of the categories tested on were:
    • Bold leadership
    • Taking initiative
    • Resilience
    • High integrity & honesty
    • Collaboration and teamwork (this is a big one!)
    • Inspiring & motivating others

If you’re a woman interested in business, tech, or entrepreneurship looking to break into the big leagues, here’s some exclusive advice from lady CEOs, founders, and COOs:

  • Stay Passionate
    Suneera Madhani, Founder + CEO of Fattmerchant, says: “…remember why you started and hold that close to your heart when times get tough.”
  • Be Open to Learning
    “Never behave as the smartest person in the room because you may miss some of the best ideas.” Says Snejina, Co-founder + CEO of Insurify.
  • Trust Your Intuition
    As the Founder + CEO of Tala, Shivani Siroya urges us to: “Stay excited, focused on results and be incredibly optimist. It’s okay to really believe in your gut – just make sure that you see the results with it.”

2021 is a new year full of opportunity – even though the odds are (and always have been) stacked against us, let’s have this be the year where women techies and business owners capitalize on their leadership skills. We have lost time – and profit – to account for.

Author’s Note: Thank you to CreditRepair for the linked infographic!

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Business Finance

TikTok users are making bank by copying Congress peoples’ investments

(FINANCE) TikTok, the short-form video platform, has users trading stocks tips. The newest strategy: following Congress peoples’ stock moves.

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TikTok isn’t just for funny dances, crude jokes, and kids born after the year 2000 (but crazy to think, they aren’t kids anymore, they could be 21…time flies). The short-form video platform that soared to be the #1 most downloaded app during the pandemic is giving tips to youngsters and millennials for their finances. The newest strategy: following and copying Congress’ stock moves.

This is in part to the not-so-surprising news of insider trading among politicians and the ability to duplicate trades of another user on platforms such as Iris, whose website says…

“Invest together with your family, friends, and brilliant people all over the world. Get real-time notifications when others make trades and copy their moves.”

Nancy Pelosi and her husband, Paul, are the prime examples of government traders (or traitors, you decide) to watch. For example, Paul made $5.3 million through call options to buy 4,000 shares of Alphabet before the House Judiciary Committee voted on antitrust regulations. He also exercised $1.95 million worth of Microsoft stock just 2 weeks prior to the company’s awarded contract worth $22 billion for the use of their VR headsets in military training. Lastly, before President Joe Biden announced another incentive program for EV manufacturers, he also paid Tesla stock options for $1 million.

Nancy Pelosi at the podium.

Christopher Johns, the cofounder of Iris, said that every trade “inevitably turned out to be such a long-term winner.” Wonder how that’s possible (eye roll). He adds, “if they’re the ones passing the laws, it’s probably smart to keep up and see what they’re buying.”

And yes, their stock picks are considered public trading activity and this is perfectly legal. Trading is no longer a lone man in a dark room behind 3 large computer screens of graphs or Jim Cramer screaming in the background- it’s a full-on social activity, just like everything else nowadays.

There is a whole community behind these meme cryptos, penny stocks, and short squeezes. You’ll find them on r/wallstreetbets, Elon Musk’s Twitter, Facebook groups, and of course, trading TikTok, all contributing to the “Eat the Rich” scheme of Gamestop/AMC, the elaborate rise and fall of Dogecoin, and the now trending, 2nd dog-specific coin, Shiba Inu.

Laugh all you want, but these kids are working smarter, not harder, and even outsmarting the best in the league, by following the best in the league.

AMC, Gamestop, and Dogecoin.

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Business Finance

Mastercard partners with Bakkt to offer crypto services to its vast network

(FINANCE) The thousands of banks and millions of merchants on the Mastercard network could soon integrate cryptocurrency in their products and purchases

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Man holding Mastercard

Mastercard has announced a partnership set to change the financial industry forever.

The major payments network is teaming up with Bakkt, a crypto-focused firm spun off of Intercontinental Exchange, that would be the provider of custodial services for users that sign up. This means that the thousands of banks and millions of merchants on Mastercard’s network could soon integrate cryptocurrency in their products and purchases. Bitcoin wallets, cards that earn rewards in crypto, and loyalty programs like airline travel or hotel points that convert to bitcoin would be included. The benefit is that the rewards or points in the form of crypto will allow users to earn a yield. Bakkt CEO Gavin Michael said in an interview,

“It’s an easy way to get going because you’re not using cash, you’re putting something that’s an idle asset sitting on your balance sheet, and we’re allowing you to put it to work.”

cryptocurrency

With Mastercard being a dominant force in the global payments industry alongside Visa, and 2.8 billion Mastercards in use, the announcement could bring a noteworthy expansion to how Americans interact with bitcoin and other cryptocurrencies. Sherri Haymond, the executive vice president of digital partnerships says,

“Our partners, be they banks, fintechs, or merchants, can offer their customer the ability to buy, sell, and hold cryptocurrency through an integration with the Bakkt platform.”

The development of crypto, and bitcoin in particular, has dramatically increased in just the last year. Bitcoin has reached the record price of $60k this month and U.S. regulators have now allowed bitcoin-linked ETFs.

In a U.S. Consumer Crypto survey by Bakkt consisting of 2,000 consumers, 48% said that they purchased some form of crypto in the first half of 2021. 32% that had not yet purchased crypto reported that they were heavily interested in purchasing by EOY.

According to the Mastercard New Payments Index, 77% of millennials stated their interest in learning more about crypto while 75% said that they would put it to use if they could understand it better.

“We want to offer all of our partners the ability to more easily add crypto services to whatever it is they’re doing.”

Cryptocurrency on top of US dollar.

And just announced, due to the popularity and interest in cryptocurrencies in the Asia Pacific, consumers and businesses there will have the ability to apply for crypto-linked Mastercard credit, debit, or prepaid cards allowing them to convert their crypto into traditional currency to use globally. Mastercard is partnering with Amber Group, Bitkub in Thailand, and CoinJar in Australia to offer this service. Be on the lookout for the rollout of these services in the States soon!

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