BAI Online | Banking Strategies | November/December 2005 | RETAIL DELIVERY SPECIAL REPORT Part II

What our research does reveal is that customer relationships are built through a series of consistently executed experiences in both routine transactions and higher-value sales-oriented interactions. Customers want these experiences to instill trust and confidence that the bank and its staff are acting in their best interests.

The fundamental strategic question that our research exposes is how can a retail bank simultaneously align its resources to adequately serve those customers that want a relationship versus the more utilitarian set of customers who simply want adequate convenience, products and service? Answers from bankers that revolved around technology investments, process improvements and more effective frontline employee selection and training were common.