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Virtual Customers: Who’s Minding the Store?

Retail banking customers increasingly are skipping branch lobbies in favor of remote alternatives such as online banking. Are they receiving adequate management attention? Are retail banks overlooking a major segment of their customer base? Given the intense hunt for growth in a tight market, this seems improbable. Yet that is exactly what‘s happening at many regional banking companies. The customers in question are those who have drifted away from the branch and now do most of their banking at arm‘s length. Seldom seen in lobbies, these “virtual domiciled” customers have built their banking lives around alternatives such as online and ...

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