Paperless Push Sends Customers to Billers.(Brief article)

Byline: Rebecca Sausner

Turning customers on to online banking is a high-priority goal because of the loyalty it engenders, but recent developments in the paperless statement arena have consumers bypassing bank sites to go directly to billers, a trend that endangers banks' loyalty play.

New research from Mintel Comperemedia found that banks have done a good job in getting customers to try online banking, and 78 percent of online bankers have also paid a bill online. The worry comes in this statistic: 45 percent of online adults have paid a bill directly at a biller's Website in the past six months. "I think that's a big threat to banks," says Susan Wolfe, vp of …