While banking consumers are adopting new technologies at a rapid rate, that doesn’t mean they stop using more traditional channels. We continue to see it in our National Banking Study, and the experience is the same at Bank of America according to this article from American Banker. Rob Aulebach shares his bank’s experience with multiple channels and the strategies they use to meet customers’ needs through a variety of options.
“Consumer behavior has changed significantly, and a lot of that has to do with technology. As consumers’ behavior changes, banks are adapting with them. We know we need to provide customers with a seamless experience across multiple delivery channels. We’ve asked our customers how they want to bank with us. They’ve told us they want choice and control – access to financial products where, when and how they choose.”
Learn more about The MSR Group’s research on serving customers via multiple channels in Julian Vermaas’ blog post Why Closing Bank Branches is a Mistake.