In this phone-glued-to-hand culture, you might think app-based banking is driving brick-and-mortar bank branches towards obsoletion.
Not so! Old-school branches can breathe a sigh of relief, because – as it turns out – customers like having a branch to walk into.
According to a 2018 study, 77% of bank customers prefer to turn to in-branch service to handle lengthier banking requests. Branches also provide the kind of personalized service that just can’t happen while working with an online agent or – in the case of some new digital competitors – a chatbot.
Instead of connecting with “Ashley from Texas,” customers can walk into their local branch and see a familiar face. Because really, who wants to re-explain their situation to a new, faceless agent every time they need assistance?
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