The big hurdle Bank’s have to get over is the dichotomy between finite investment dollars based on Stock Market expectations, and customer driven channel investment.

The answer has to lie in choices, so its understandable that in this predicament, bankers will fall back on what they know, hence the theme I see of branch vs internet.

However open standards, and integrated architecture models ought to provide the capability to do both. Internet has one enormous advantage over previous technologies in that it can be built once, and used/ exposed in multiple channels. Continue reading “Integrated channel management”

Myth: Branch is core for Relationship Management Reality: Bank employee is core for Relationship Management Explanation: Customers do not have relationships with a physical building. This may have been the case to a certain extent 50 years ago, but today, customers value the person who owns their problem and ensure their satisfaction. Today customers are perfectly willing to take on self service activities, because its convenient, and provides a measure of control. Thats why they like and use online banking, and ATM’s. But relationship management is a person, and customers just want access to that person through the channel of … Continue reading Myths and realities about the Branch

Since the dot com crash in 2001, the branch has regained supremacy in most banks strategy.  But is that the right approach, and do we truly understand what the branch purpose is ? Acquisition Retention Share of wallet Continue reading What’s the purpose of the Bank branch?