Balance your Channel Mix
You need to get the right channel mix between physical and virtual. Transactions are best handled virtually. Mass customers with mainly transactional needs should be driven to remote channels. Wealthier customers should be invited into banks and provided high quality advisory services.
You still have to meet the needs of customers in all segments who prefer branches (for example the elderly), but you need better time management in meeting them. Don’t forget they also have family and friends who are also your customers, so you really have to treat them well if they are not comfortable with on-line services..
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