Shows
Competitive CompassThe Quiet RevolutionWhy ‘Boring’ Is The New BoldPNC’s Counter-Play: How a "Brilliantly Boring" card is chasing relationships, not rewardsPaid Search in the Age of AI: Shifting from broad keywords to deep conversationsWealth Management's Two Fronts: The battle betweenchallenger hype and legacy reassuranceThe CURB Advantage: Why local focus is delivering national-level resultsHow Black Swan Data is helping your competitors?The strategies emerging in 2025 show the market isn't just expanding; it's bifurcating. On one side is the loud, expensive race for mass acquisition. On the other is a quiet, deliberate pursuit of deep relevance. From PNC’s focus...2025-07-0106 min
Competitive CompassThe Veblen Card(s)The New Math of Exclusivity: Why We Pay for PrestigeThis section breaks down the consumer psychology and market trends that make a $795 annual fee not only palatable but also desirable. It’s less about the math and more about the meaning.● Credit Cards as Veblen Goods: The core principle is that for certain goods, demand increases as the price rises. The high annual fee isn't a bug; it's a feature. It signals exclusivity,quality, and status. The price tag itself becomes part of the product's value proposition.● The Psychology of the "Coupon Book": Consume...2025-06-2405 min
Competitive CompassEntry is EasyWeek at a Glance:Entry is Easy – But Winning is NotEntry is Easy – But Retention is the GameEntry Is Easy – But Bundles Bind Fulcrum Thought: The next great credit card won’t just bechosen. It will be joined. Is yours worth joining?Entry is Easy — But Winning is NotThe Chase Sapphire Reserve refresh just raised the stakes.New cards are launching weekly. The barrier to entry has dropped. But the bar for differentiation has never been higher.If you're leading card strategy, product, or marketin...2025-06-1710 min
Competitive CompassParallel Growth StrategyFulcrum Thought: Parallel growth isn’t a shift in direction,it’s a widening of the field. Are you in it? We often default to covering the arms race in rewards.But this week’s marketing data and product moves reveal a much broader playbook in action.Issuers are executing a calculated expansion, not just in premium or proprietary rewards, but across non-rewards cards, secured offerings, and personal loans. These categories are being given real investment, smart segmentation, and increasingly creative marketing.The momentum here is not a shift away from rewards...2025-06-1006 min
Competitive CompassMarket Share to Heart ShareFulcrum Thought: When every product can be copied, every perk matched, and every channel saturated, what remains uniquely yours?Lens of Insight: 3/5What Dupe Culture Can Teach BankingDupe culture may have started in beauty, but it holds a mirror up to every industry, including banking. It’s not about cheap imitations; it’s about smart value signaling.Consumers, especially Gen Z, aren’t turning away from premium products; they’re reinterpreting them. Today, 77% of Gen Z beauty buyers actively seek out dupes, but many still aspire to own the...2025-06-0305 min
Competitive CompassThe Bank That Outgrew BankingFulcrum Thought: Are we building a set of products,or an ecosystem that customers can live inside?Chase’s Investor DayI listened and read through Chase’s Investor Day slides and it feels like a Business Tale for the Boardroom.Once upon a fiscal year, there was a very large bank named Chase. It was already the biggest and busiest in the land, with over 84 million loyal customers and many gold stars on its financial report card. But one day, Chase looked around and thought, “Is this all there is to banking?” And so...2025-05-2705 min
Competitive CompassSwitching is a Symptom. What's the Root Cause?The Switching Surge and Open BankingJoint Ventures Are Brand Glue, not just Brand BoostsBrain Grenade: The Tribe/Lifestyle CardFulcrum Thought: What partnerships could we forge that make switching feel less like changing a service and more like losing a part of your identity?The Switching Surge and Open BankingPatrick has made his most recent presentation available for you to consume in a report format. The report is excellent (but add Patrick’s color commentary in a live session and that is very powerful) and for me the “mone...2025-05-2005 min
Competitive CompassBuilt to Be PickedVisa Just Redefined the Playing FieldSummer Will Be Travel’s First Tariff TestFinancial Profiles Q1 2025Credit Card Application Behavior ReportFulcrum Thought: If AI is choosing what gets bought, are your products built to be picked or ignored? Visa Just Redefined the Playing FieldVisa’s 2025 Product Drop wasn’t an update; it was a full-blown platform shift. In a single move, Visa reimagined its role from processor to intelligent infrastructure; powering everything from AI shopping agents to stablecoin-linkedcards, with Visa Intelligent Commerce as the crown jewel.This new pla...2025-05-1306 min
Competitive CompassEdition 250: A Grateful MilestoneProof Over Promises, Results Over RhetoricFulcrum Thought: If your next move had to prove results, notjust promise them, what would you stop testing and start scaling?A Grateful MilestoneToday marks something truly special: the 250th edition of this newsletter. Five years ago, it began as a simple idea shared with just 500 readers. Today, it's a thriving community of over 13,000 minds, and every single step of that journey has been fueled by you.To my amazing listeners: thank you. Your encouragement,feedback, and thoughtful...2025-05-0605 min
Competitive CompassThe New Rules of Engagement· Switching Surge and Open Banking· Private Student Loan Predictions· Private Student Loan CI Trends. Full Stack Loyalty ProgramConsumer loyalty is no longer a passive promise. It’s an active, dynamic relationship that must be continually earned. The surge in switching behavior we’re witnessing isn’t just a blip; it signals a lasting shift in how consumers evaluate their financial partners. In this environment, the old playbook of rewards points and sticky products is no longer enough. The brands that will win are the ones that engage with intention, p...2025-04-2908 min
Competitive CompassThe Pause That Isn't A StopFulcrum Thought: Is this a pause to recalibrate, or an excuse to pull back?Q1 2025 EarningsMarkets feel jittery, but the data tells a more balanced story:• Consumer spending was up YoY—without any seasonal boost from Leap Year or Easter• Marketing spend rose ~10% on average across major banks• Only one issuer pulled back on marketing spend• As Brian Moynihan said: “Consumers are still solidly in the game.”This is the first real “pause” since the pandemic-era rebound, but it’s just that: a pause, not a pivot. The tra...2025-04-2203 min
Competitive CompassCompetitive with ConvictionWeek at a Glance:1. Marketing on Offense2. Campaign of the Quarter3. Banking Experience Fulcrum Thought: Are we spending to win, or just spending to keep up? Marketing on OffenseWhen is the path ever truly free of hurdles? In our world, certainty is always a moving target. While many may argue that this time is different, I’d challenge you to consider: what if this uncertainty is also presenting opportunities; ones that are more within our control than we might assume?Q1 2025 brought...2025-04-1506 min
Competitive CompassToo Slow To EvolveWeek at a Glance:1. Self, comprehensive financial empowerment2. New Offers: Cross-Sell, Win Back, and Loyalty3. Financial Services in 2025Fulcrum Thought: How do you thriveamidst continuous financial transformation?Rapid technological advancements, evolving consumer expectations, and an increasingly competitive landscape mean agility is essential. With fintech disruptors constantly raising the bar, FIs must reassess and reinvent strategies to stay dominant.The threads running through this week’s stories are unmistakable: consumers are changing faster than many FIs are equipped to handle. Whether it’s Self’s commitment to financial inclusion, the need to design smart...2025-04-0805 min
Competitive CompassDine In or Take Out- Fulcrum Thought- Innovative Financial Services Email Marketing—2025- Chase United Credit Card changes- New Partnerships Redefining the BNPL Sector- The Future of Flexibility Fulcrum Thought: In a DoorDash and Instacart world, why are we still only offering "dine-in" or "take-out" when the consumer now expects everything delivered straight to their door?Robinhood’s latest announcement just blew my mind. InHindsight, it’s so obvious. Of course, the consumer would prefer their cash at their doorstep while we (the banking industry, all Fintechs included) expected the legac...2025-04-0108 min
Competitive CompassBanking on Optimism- The Evolution of Optimism- First & Second Generation Americans- Global Citizens and Banking in the US- Business Travel: MICE- FS Weekly Digest- Lightbulb Moments Today’s customer is optimistic yet selective, diverse in background, and mobile in habits. To capture their loyalty, FIs must become architects of a new, sustainable optimism – one that empowers individuals and communities to thrive despite uncertainty.In practical terms, that means segmenting your audience and tailoring products, crafting inclusive and authentic brand messages, smoothing every onboarding friction...2025-03-2511 min
Competitive CompassRich Rewards or Safe ReturnsToday at a Glance:- US Deposits Competitive Intelligence Trends for 2025- US Deposits Predictions for 2025- Welcoming & Onboarding for Financial Services in 2025- Financial Profiles: Q4 2024- Financial Services Weekly Digest I’m noticing an interesting bifurcation in our marketing strategies. Credit Card marketing is almost exclusively premium credit cards, or extremely rich cash cards targeted to the SuperPrime consumer. As FIs have become notably cautious about extending credit to the broader consumer base, instead steering marketing efforts towards stable, low-risk deposit products....2025-03-1810 min
Competitive CompassDemocratization of Luxury- Credit Marketing Outlook 2025- Travel Card CI Trends for 2025- 2025 US Travel Card Predictions: Bespoke Travel- Financial Services Weekly Digest- Lightbulb Moments- AI Summary of notable news announcements- 2025 Retail Trends Travel card issuers are embracing democratization in 2025, transforming formerly exclusive experiences into mainstream perks. As consumer travel demand continues to soar, issuers are lowering barriers through entry-level products, emphasizing broadly accessible benefits such as lounge access, simplified rewards, and flexible redemptionoptions.However, this widespread accessibility has created...2025-03-1114 min
Competitive CompassThe 10-Minute MindsetToday at a Glance:How could you deliver your core offering in 10 minutes?Inside the Consumer’s MindThe Future of Flexibility: Exploring New Avenues for Cards to Bring ValueUS Mortgage CI Trends for 2025US Mortgage Predictions in 2025Financial Services Weekly DigestLightbulb Moments: Spark Your Strategy (Vol. 29)CashApp Tortoise Shell CardAs I wrap up two weeks in India, one thought keeps circling my mind: the gap between patience and progress has never been wider. The Taj Mahal, one of the greatest symbols of craftsmanship and devotion, took 22 years to complete. Today, in that same coun...2025-03-0508 min
Competitive CompassPolycultural Power & Profits🚀Polycultural Consumers. Streaming Trends. Travel as a Financial Priority.Financial services are shifting—fast. Anew generation of consumers is redefininghow they spend, travel, and engage with brands.This week’s podcastblends insights from three major reports to rethink:✅Are we speaking the language of polycultural consumers?✅Is our loyalty strategy built for a streaming-first world?✅Are we positioning travel financing as an essential financial tool?More importantly—does synthesizing multiple reports create sharper insights or risk diluting impact?#FinancialServices #CMO #PolyculturalMarketing #StreamingTrends #TravelFinancing #AI #CustomerEngagement2025-02-1809 min
Competitive CompassConfidence Fuels CreditAs consumer confidencesoars, so doescredit card demand—but it’s not just about more applications. It’s aboutwho is applying and why.📊Here’s what’s happening in the market:✅More credit card applications: Strong economic optimism is pushing more consumers toward credit.✅Gen Z is leaning into credit: 40% would rely on credit if they had to tighten their budgets.✅Spending isn’t slowing down: Travel, home improvements, and big-ticket purchases remain top priorities.💡Why it matters:Card issuers are doubling down ontargeted rewards, AI-driven marketing, and digital-first engagement to capture this demand. As consumer...2025-02-1113 min
Competitive CompassRising Together
- A New Era of Homeownership
- Shop Smarter, Pay Simpler
- Financial Services Weekly Digest
- Smart and Steady2025-02-0412 min
Competitive CompassMore Marketing, Measured Risk
Expanding Marketing, Unwavering Controls
Do It For Me Economy
Lightbulb Moments
FS Weekly Digest
Edge Innovation
Expanding Marketing, Unwavering
Controls
Amex, Cap One, and a few others announced their earnings last week and I want to round out my 2024 Marketing Spend table.
American Express spent over $6 Billion in marketing in 2024 and achieved 13 Million new card acquisitions for the year.
We discussed last week, Chase spent ~$5 Billion and Cap One came in at $4.5 Billion for 2024. Chase also intends to
go up by another $0.5 to $0.7 Billion in 2025, so $6 Billion from Am...2025-01-2812 min
Competitive CompassStrength is Built in Momentum
Robust earnings reflect strategic foresight
Consumer Attitudes Towards Fintech
PYMNTS Beyond Points and Perks
Headlines on My Mind
Robust earnings reflect strategic foresight
“Given how strong our results are, I almost feel we should
just go home.” While no FI CEO said these words in Q4 2024, listening to many of the earnings calls gives me the feeling, this is exactly the sentiment.
(BTW: Alex Karp, CEO of Palantir, opened his Q3 2024
earnings with this quote)
On a more serious note, the 2024 earnings season has kicked off with a roar, and the first w...2025-01-2111 min
Competitive CompassPlay Big or Stay UnseenToday at a Glance:
2024 Marketing Spend | Q4 is the highest quarter post-pandemic
Lightbult Moments
Financial Services Weekly Digest
2024 is officially in the books, and the scorecard begins to roll in tomorrow with major earnings reports. As we reflect on last year’s milestones, let’s set the stage with a marketing spend update.
Q4 2024 didn’t just meet expectations—it smashed them. It surpassed even the record-breaking Q4 of 2022, marking the highest post-pandemic marketing spend quarter. The momentum heading into 2025 is palpable, with FIs embracing a "risk-on" mode fueled by all-time high valuations. Historically, strong p...2025-01-1409 min
Competitive CompassThe Year of Possibility
From “Brand Behind the Brand” to “Brand Beside the Brand”
From Likes to Loyalty
US Bank Smartly Card
Financial Services Weekly Digest
A Card as Clear as Your Ambitions
Happy New Year! I hope your holidays were both refreshing and inspiring.As we dive into 2025—the "Year of Possibility";—the pace is already picking up. Our team is back in action, and the momentum is palpable. With a wealth of incredible content in the pipeline, this space promises to keep you engaged (and possibly a little busier than usual). Trust me, it’s worth it.2025-01-0707 min
Competitive CompassTurning Data Into Relationships
2025 Omnichannel Marketing Trends
Q4 2024: New Product Innovations
Financial Services Weekly Digest
Lightbulb Moments: BofA Alaska Premium Credit Card
As I send my last newsletter for 2024, I saved one of my favorite reports for this edition: Nicole Bond and Kaitlin Ceckowski's 2025 Omnichannel Marketing Trends
If you would like to have Nicole and Kaitlin join your first 2025 off-site or team meeting, please let me know, and we can work to get something on the calendar.
The report is amazing, but the presentation is a must-see.
1. “It’s a Fem-nomenon” — Tapping int...2024-12-1713 min
Competitive CompassTrust Anchors the Digital Pivot
Content Consumption
Post-election: offer unity and stability amidst change
What is the going incentive to get a consumer to install your shopping app?
Banksgiving and more...
#SpotifyWrapped
Content Consumption
Social media is more than a platform — it’s the primary stage where consumers live, work, and play. With 90% of users engaging on social channels and younger demographics increasingly substituting traditional media for social platforms, the stakes have never been higher for brands. Video dominates this shift, with formats like TikTok and YouTube capturing attention in ways that static content simply cannot. For FIs, the cha...2024-12-1013 min
Competitive CompassOne-size-fits-YOUAI is everywhere—hailed as the cure-all for modern business woes. But when it comes to digital advertising and social media trends, one truth stands out loud and clear: personalization is no longer a luxury—it’s a necessity.
Two new consumer research reports reveal that in 2025, the key to impactful advertising lies in moving from "spammy" to "spot-on," and AI is the engine to make it happen. It simplifies the complex, delivering relevance at scale. Brands that fail to embrace this shift risk not just falling behind—they risk becoming obsolete.
2024-12-0304 min
Competitive CompassWealth Shapes MarketsHappy Thanksgiving and Happy Holidays! This season, I’m reminded that true wealth lies in accomplishments and the connections we build—family, friends, and the community of readers like you who make this newsletter meaningful.
Just as I reflected on resilience and growth during the Philadelphia Marathon this Sunday, I’m grateful for the support and inspiration from all of you. From my family to yours, wishing you a joyful holiday season filled with health, happiness, and success.
Today at a Glance:
Listen to today's newsletter! Apple | Spotify
Trust and tailored services...2024-11-2606 min
Competitive CompassFinancially Empowered
Interview with Zip’s US CMO Jinal Shah
Subprime and Secured Card Trends in Fintech
The Current State of First-Time Homebuyers
Lightbulb Moments
Pulse of the Week
Buy with Bots
Mastercard Fast Track
The financial services industry continues to revolutionize access to financial tools and opportunities for millions of underserved consumers. Innovative products like buy now, pay later services, interest-free cash advances, and secured credit cards are breaking down barriers for long-overlooked consumers. Digital platforms and AI-driven solutions enable more personalized, accessible, and educational financial experiences.
Lenders are not just offering products; they prov...2024-11-1908 min
Competitive CompassPower Shifts, Rates Dip, Experiential InsightsToday at a Glance:
A Sip of Coffee, A Taste of the Brand
Brands' Opportunity to Unite and Delight
Foodie Feuds: Banks Battle for Your Culinary Loyalty
Affirm Captures more than Half the U.S. Pay Later space
Scale Up or Risk Falling Behind
Last week was nothing short of historic, with seismic shifts in both the political and economic landscapes of the United States. The nation held its breath as the 2024 Presidential Election unfolded, delivering a comeback for Donald Trump, while the Federal Reserve made waves with another interest rate cut, signaling a...2024-11-1212 min
Competitive CompassBridging Brands and Buyers
- Q3 2024 Credit Card Application Behavior Report
- 2024 Affiliate Marketing Trends in Financial Services
- Marathon Momentum
- GenAI Assistant for Onboarding
- Unlikely Allies
- Pulse of the Week
- Lightbulb Moments | Amex Hypercard2024-11-0511 min
Competitive CompassAgility Meets Empathy
2025 Financial Services Marketing Trends
Banks the New Frontier in Retail Media
Banking on Victory: FIs Increasing Sports Sponsorships
Wrapping up Q3 Earnings
New Product Innovations in Q3
Pulse of the Week
Early Vibe Check from Money 20/20
No Debt About It: Managing the Debt Surge with Compassion
No Debt About It: With non-housing debt at $4.9tn and credit card delinquency rates rising, the Federal Reserve's interest rate cut will encourage spending, prompting financial institutions to offer innovative solutions like cash-back debit cards and enhanced debt management to prevent consumer overextension.
Questions to Ponder:2024-10-2915 min
Competitive CompassInceptionWinning Hearts, Minds, and Wallets
Q3 marks the Inception of Future Banking Trends
Pulse of the Week
Lightbulb Moments
Heading to Money 20/20? Let’s connect and say hi!
Vibe from each earnings call
Amex: Youthful: Laser focused on growth among Millennials and Gen Zs
BofA: Expansive: Mega growth, yet Average Line FICO 778 (better than prior quarter and YAG)
Chase: Dominant: 2.5 Million new CC accounts booked. 82 million existing customers.
Citi: Transformative: As Citi exits global markets, it's focus on the markets it operates in is higher.
Discover: Changing: The new merge...2024-10-2214 min
Competitive CompassDebt Isn’t the Enemy; Mismanagement IsThe power of debt lies in how we wield it, not fear it
Turn Rent Points into Resort Nights
This Card Means Business
Marketing to Hispanic Consumers in Financial Services
In the aftermath of the Great Recession, a deep-rooted belief emerged: debt is bad. It became synonymous with financial instability, leading many to avoid it at all costs. But over time, the narrative is shifting. Today, the U.S. consumer is taking a more measured, rational approach—embracing debt not as a burden, but as a tool for growth. Whether it’s maximizing rewards, building credit, or managing cash flow...2024-10-1508 min
Competitive CompassSustaining SuccessToday at a Glance:
Competitive Compass: The Podcast
Hitting the peak is hard—holding steady is the ultimate win!
Flexible payments and perks keep travelers flying!
Americans are worried about division, but unity is gaining ground
PayPal: now truly everywhere!
Pulse of the Week
Lightbulb Moments
2024-10-0806 min
Competitive CompassRisk OffQuality takes Center Stage
In the financial world, the term "risk-off" is often used to describe a market sentiment where investors seek safer investments, shying away from riskier assets. Currently, markets are indeed experiencing a risk-off moment, characterized by a flight to quality—an inevitable shift towards more secure and stable options. Interestingly, this risk-averse approach is not new to the credit card industry; issuers have been in a risk-off mode for over two years now.2024-10-0208 min
Competitive CompassSell Once, Earn Twice
Credit Card Application Behavior Report
Offer Index: Cash Rewards
Offer Index: Non-Rewards
BMO Premium Rewards Credit Card
Amex Offers Platform vs. Chase Media Solutions
“There are only three ways a company can grow. First, earn more business from your current customers. Second, attract customers from your competitors. Or third, buy another company. If you can’t do the first, what makes you think you can earn more business from your competitors’ customers or from customers you buy through acquisition?”
— John Stumpf, Ex-Chairman and CEO, Wells Fargo2024-10-0209 min
Competitive CompassValue Is Universal, Delivery Makes It Generational
Consistency in Value, Creativity in Connection
In Volatile Times, Retention Trumps Acquisition
Upgrade The Experience, Not Just The Fees
Control The Journey, Control The Loyalty
BofA Gives FS Goals A New Meaning
Everyday Needs Or Essential Goals: SoFi Covers Both Ends
2024-10-0211 min
Competitive CompassKeep At It and Don't Waver
In It To Lead, Not Follow
Cash Never Expires
The Mailbox Gets Smarter
Consumers Demand Impact, Not Just Intentions
2024-10-0209 min
Competitive CompassCelebrate the Unexpected
Harnessing the Power of Trigger Communications for a Holiday Boost
Diverse Holidays, United Celebrations
Cultural Relevance isn’t Optional—it’s Essential
Pulse of the Week
2024-10-0214 min
Competitive CompassThe Convenience MythCredit Cards Top Payments Hierarchy
Lightbulb Moments
Pulse of the Week
Discover the next big thing(s)2024-10-0205 min
Competitive CompassSwipe. Earn. Explore.Charting New Horizons: Evolution of Bank-Branded Travel Cards
No Debt About It
Inclusion isn't a Trend, It's a Loyalty Driver
Pulse of the Week
Lightbulb Moments2024-10-0111 min
Competitive CompassThe New 5 P’s for Modern BankingPhillip Kotler popularized Jerome McCarthy's 4Ps for marketing and since a 5th P for People has been added, which arguably is one of the most crucial P's in the mix.
Marisa, Vivian, Emily, and Lierin armed me with such incredible research for today's newsletter that I am feeling bold and wish to redefine the 5 P's for Modern Banking.
We're entering a new era of personalization, and the customer is demanding a customized experience. The New 5 P’s of Modern Banking reflect the shifting expectations and focus on engaging customers at every level, from emotional connection to...2024-10-0110 min
Competitive CompassBuild Wealth, Take VacationsWealth and Vacations are two sides of the same customer journey
Financial success and consumer spending behaviors are connected and thus understanding the motivations behind them is key. I love to compare and contrast two completely unrelated reports to identify nuggets that are unlikely to surface to the top when comparing two reports that "go together".
My takeaway: When marketing financial products to affluent but cautious consumers, emphasize stability, security, and wealth protection—not just returns on investments.
To wrap-up:
1. We've seen FIs embrace travel credit cards and benefits more than any...2024-10-0107 min