Report title: European Banking Customers Continue Migrating Away From The Branch
from Forrester
17 page (5171 word) report published Oct 28, 2009

Price $749.00 available for immediate download
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The number of consumers visiting branches each month is falling slowly but steadily across Europe. Branch users tend to be lower-value customers who use branches mainly for day-to-day transactions like depositing and withdrawing money. Although online bankers have stopped using branches for most routine tasks, they continue visiting branches for high-value tasks like researching and buying banking products. The role of branches is changing from the main banking channel into a supportive channel for sales and advice. To optimize branch distribution, channel executives should change opening hours, make it easy to set up branch appointments online, encourage high-value customers to come to the branch, and use technology to make branch visits more relevant.

Report Type: Trends
Source: Forrester Research, Inc.
Author: Alexander Hesse
Subtitle: Branches Are Losing Their Role As The Heart Of The Customer Relationship
Contributors:  Benjamin Ensor; Courtney Tincher
Primary Role: eBusiness & Channel Strategy
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