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Bank 2.0 by Brett King

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3 Rebuilding the Branch One Customer at a Time

 

TAKE a quick straw poll right now in the coffee shop you are sitting in, or around the office you are working in. Ask all of those sitting around you when was the last time they chose to go into a branch? Go on … stand up and shout the question out over the jazz CD piping in the background …just kidding. But it is a very fundamental question facing banks today: Do customers actually want to use the branch to interact?

If you asked most individuals when they had last been to the branch, the bankers amongst us might have us believe that the answer is going to be a jubilant “last week” or in the last few days—I love my branch! Most bankers I speak to still fundamentally believe that the branch is ...

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