A recent FDIC report notes that, “New technologies have certainly created convenient new ways for bank customers to conduct business, yet there is little evidence these new channels have done much to replace traditional brick-and-mortar offices where banking relationships are built.”
Supplier Perspective: Cummins Allison
For grocery stores to stay front-and-center in the mind of shoppers, it is imperative to differentiate their customer experience, says Bob Gibson, vice president of branch operations for Cummins Allison. (Registration required)
Branch transformation is a concept that is still in flux, and the future of the branch is constantly evolving. Today, bank customers are increasingly demanding anywhere, anytime banking and the branch will continue to be a critical service point and an important part of any omnichannel strategy. As banks begin their transformation journey, improvements to self-service options within the branch can help create an environment that encourages customer engagement and presents opportunities for efficiencies.
In the next three years, online grocery sales will grow at a compound annual rate of 21.1 percent, reaching approximately $18 billion by 2018. In order to compete with growing pressure from online shopping and delivery options, traditional grocers must focus on maximizing customer service offerings and adding value to the in-store shopping experience.