Wow… its blindingly obvious when I read it, but Tara’s comment from an earlier post perfect sums up the immense gap we Bankers have to cross to really addresses customers real needs. No further comment required. Just something to think about how we build into the model for the future Bank.
I guess the biggest question is: what do people want from their bank?
I mean REALLY want from their bank. Higher interest? Lower fees? Security? Help with finances? Personalized service?
I really do love banking in smaller branches, because the people there know me and are willing to ‘bend’ the rules, like 10-day holds on checks and stuff like that. The whole, ‘Hey Tara&yeah, we know you won’t skip the country. We’ll take that hold off.’ That makes me feel very special. That phone call when something odd happens in my account is amazing, too.
Source: ::HorsePigCow:: Fake Blogs and the State of our Economy « Bankwatch
Bankwatch 
Colin
This is a story of how people at the branch level have deeper relationships.
Long before big banking conglomerates came in to India, we all had to walk into branches to get anything done. Had to put up with long queues, poorly designed branches, long wait for thines etc. But the human touch was rarely missing. You know people like accountants and office clerks, who went to banks regularly had relationships, even friends in the bank.
So one of my friends who is a finance guy told me this story, many years ago. About a cheque that came into the bank for clearence and was about to be returned due to insufficient funds. But the guy in clearence knew my friend, so he called up asking him about the lack of funds, and what should be done with the cheque. My friend requested him to hold it for a few days and the bank guy did just that, added a ‘1’ in front of the single digit date on the cheque, if the cheque was dated for the 7th, he added 1 before 7 and sent the cheque back saying that it had to come in only on the 17th.
Now anyone will tell you that this is not the right thing to do. But it illustrates your point on how with automation, and speed, human stories like these aren’t being told anymore. Isn’t that sad?
Indeed Nishad, it is sad. The challenge is to regain that personal touch amongst all this automation. We are automating the wrong things methinks, and still paving cowpaths.