John Cameron
Oct 15, 2021

For the shift to tellerless banking to be meaningful, institutions must invest in technology that enables a genuinely paperless process.

Stretching back to the 1980s, a key worry with branch consolidation has been customer attrition, or the risk that accountholders will take their business elsewhere if their anchor local branch is closed or merged with another location.

Read More

In this age of self-service channels and tech-savvy customers, do community banks still need to be investing in contact centers and trying to keep up with the money-center banks’ 24/7 accessibility? The simple answer is, yes.

Read More

Customer wait time is one of the most reliable leading indicators of customer satisfaction in retail because, well, customers don’t like to wait.

Read More

Banks frequently overpay by 15% to 20% or more on average for real estate compared to other retailers for comparable space.

Read More

Perhaps the single most important threat facing the banking industry is the fundamental change in the way consumers and small businesses use branches.

Read More

As branch traffic continues its decline and branch costs march upwards, community bank executives are often tempted to sell or close branches.

Read More

Smartphones are increasingly recognized as a natural conduit for everyday financial transactions, such as making payments and scanning checks for deposit.

Read More

The results of our 2015 FMSI Teller Line Study are in and they support widespread perceptions about declining branch transactions and staff productivity and rising labor costs.

Read More

A lot of folks are asking me whether I’m really saying that banks need to start all over again? Is that really feasible, Chris? How can you recommend that we tear down the house and rebuild it? Well, there are a lot of reasons I can say this, and believe it.

Read More

Digital shopping now influences roughly 80% of the origination stream for new consumer checking relationships, yet 90% of new-to-bank checking accounts are still opened in the branch.

Read More

The millennial generation, those people born roughly between 1982 and 2000, is by many accounts the fastest-growing generation ever.

Read More

Bankers and their boards have been thinking about their plans for the branch of the future for several years.

Read More

Almost every bank either operates its own contact, or call, center or commissions a third party to do so.

Read More

Improving the customer experience using integrated real estate, operations and technology strategies can make a branch network highly profitable.

Read More

Since its introduction in the 1960s, the ATM has evolved to become an integral part of day-to-day life.

Read More

JPMorgan Chase recently held their investor day and grabbed some of the fintech headlines when they stated that Apple Pay has been activated by over a million cardholders since its launch in the U.

Read More

When customer loyalty is tenuous, as it is today in banking, selling is especially challenging and requires more sophisticated approaches involving both management and sales staff.

Read More

For all that has been written about branches succumbing to the digital onslaught, it seems clear that banks will be clinging to the majority of their street corner outlets for some time to come.

Read More

What to do about low-volume branches, or LVBs, which weigh down the profitability of nearly every financial institution? We define these underperformers as branches that process fewer than 3,000 transactions per month.

Read More

Ever since cash dispensers became automated teller machines (ATMs), pundits have regularly said that the large retail banks are going to have to change their core systems or they will lose their customers.

Read More