Accenture, the multinational management consulting services company, surveyed more than 4,000 retail bank customers in the US and Canada and uncovered these attitudes about using branches :
- 87{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} indicated they will continue to use the branch in the future
- 49{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} said they anticipated using the branch two years from now because “I trust my bank more when speaking to someone in person”
- 47{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} said “I receive more value from my bank when speaking to someone in person”
The report concludes that “banks need to find ways to blend the digital and branch experiences to provide more value-added services to their clients.” We concur wholeheartedly with this assessment, and this is why we developed our popular Mobile Appointment Booking Tool.
Key Takeaway: One of the best ways to blend the digital and branch channels is to allow your members to book appointments with your branch employees via their mobile device or on their PC.