There is a future for the bank branchesA study from Deloitte Belgium and Vlerick Leuven Gent Management School |
In uncertain times, it is crucial for banks to maintain a competitive market position. This may mean refocusing their customer and channel strategies. The retail distribution landscape is shifting from a branch-dominated paradigm to one of integration between multiple channels. This study, “The future of the bank branches”, conducted by Deloitte Belgium in cooperation with the Vlerick Leuven Gent Management School, and published in February 2009, shows that the branch remains a key channel for Belgian retail banking customers.
The new paradigm, however, demands a fundamental shift in the position and role of the branch. The survey indicates that both Belgian and Dutch retail customers demand face-to-face contact and will continue to visit their branches. However, they are not very satisfied with the services provided by their current branch and bank.
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The future of bank branches
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