Bankers should not be surprised at this, but they continue to be surprised! Customers want relationships with things that are interesting, which could be a suit store, a pub, a partner, or a personal trainer. But banking is boring – its something that has to be done, but its a chore. Bankers need to understand that and concentrate on making the chore as seamless as possible. Now thats something customers would want.

Live from BAI Retail Delivery : The Elusive Customer Relationship

Paul McAdam, senior managing director of research at BAI, presented results from BAI�s new research study entitled "The Frontline Experience" which found that nearly 70% of consumers are not interested in a deep, multi-product relationship with their primary financial institution.