Guenther Hartfeil

Guenther Hartfeil
Aug 31, 2020

Here are the steps to help mitigate the loss of customers who no longer work near branches they originally chose based on their office location.

Undoubtedly, online and self-service options are changing the traditional perspective of branch banking, and as part of this evolution, many traditional direct consumer interactions are being pushed to the contact center.

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Elaborate depictions of the branch of the future have been a topic of discussion for so long now that it seems like the future should be here already.

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Community banks face significant challenges from compliance costs, capital requirements and changing customer behaviors, all of which require them to reevaluate their business and operating models.

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With the continued accelerated adoption of non-branch channels such as mobile and the web, banks are facing the fact that branch traffic may not uptick anytime soon, if ever.

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What day-to-day actions make for a successful bank? We all define success differently, but in my view it requires a bank to satisfy all its stakeholders, namely, generate solid earnings and growth for investors, distinguish itself with customers, demonstrate franchise value and provide employees with a positive work environment.

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With an increasing number of customers, particularly Millennials, opting to bank online or via their smartphones and tablets, the purpose of today’s branch is less centered on transactions and more focused on customer service and sales of additional products and services.

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What is the fastest-growing influence on household acquisition and deposit sales in the branch? Without a doubt it is the online experience for web-oriented shoppers.

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Most thought leaders in banking agree that developing an integrated multichannel optimization strategy is paramount to remaining competitive in terms of cost and customer acquisition/retention.

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The prognosticators in our industry have anticipated the decline of both brick-and-mortar branches and consumers’ use of cash for some time, but the reality of today’s market paints a very different picture.

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With branch transaction volumes continuing to decline, banks are exploring their options regarding their branches’ futures.

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