In the last year, consumer expectations have changed dramatically across the board. In the retail banking world, all trends point toward convenience, speed, and digital experiences. The COVID-19 pandemic has accelerated pre-existing trends and created an economy in which same-day delivery, telehealth, on-demand entertainment, and curbside pickup are the norm.
Does this mean banks should shut down their physical branches and go fully digital to stay competitive? Not necessarily. Research shows that, while consumers have high expectations about digital experiences across all industries, they also want personalization and human interaction when they need it. For banks and credit unions, this presents the need for an updated strategy—one that provides speed, convenience, and the human touch both in-person and online.
Jamie Cosgrove, VP, Financial Services at Podium & Dan Gingiss, Customer Experience Coach & Author, discuss current consumer trends in the retail banking industry and how to:
- Optimize your digital branch experience
- Create bridges between your digital and physical branches
- Implement strategies for an omnichannel communication approach
- Empower local branch employees to provide excellent service
Customer Experience Coach, Author
VP Financial Services, Podium