Meet the new banking customer!
According to research conducted by Empathica Consumer Insights involving more than 15,000 American and Canadian bank users:
42% of consumers indicated their preferred banking channel was the Internet, followed by Branch at 33%, ATM at 23%, and Mobile and Telephone came in a distant fourth and fifth at 2% and 1% respectively.
Yet, when a problem arose, it was time for a human to appear….PRESTO…..
60% preferred to visit bank branches to address a problem, while 34% preferred using the phone and only 6% wanted to deal with problems online.
What does that tell the world of bankers and non-bankers alike? Automate as many routine functions as possible and save your people for real time problem resolution…..
