In this recent research commissioned by Author Brett King (@brettking), we explore the realities of changing consumer behavior at small community banks and credit unions throughout North America. While many executives of community banks believe that the branch is still at the core of day-to-day banking for their customers, this research across a wide range of demographics tells a very different story.
Without exception, every customer segment is shifting away from banking at the branch to a more total channel engagement with their local main street bank, reducing the need for regular branch interactions.
If you’re in the business of banking are you establishing digital relationships with your customers? Do customers really get advice from their bank? How are mobile, tablets and the Internet going to continue to change the way consumers bank?