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As a part of bolstering financial literacy among school going children, my daughter was given a project where she had to visit a bank branch and find out details of various types of accounts, interest rates, opening formalities, and so on. She went with
her mother to the branch of the bank where my wife and I have accounts for over a decade and my daughter herself has a "minor account" for a couple of years. Far from being greeted by their names, the branch staff shooed them away and told them to visit the
bank's website to find out more. I guess they are so drunk on the digital channel Kool-Aid that they won't be able to spot a customer even if one walked in through their front door.
I think we mix a couple of things here - I have had the same banking rep with my bank for over 10 years but I have never met her, it has all been done over the phone - we have a relationship above me walking into my branch and dealing with a random memeber
of staff as she knows my history - as I share hers.
So personal relationships are important - but it is not vital to have bricks and mortar in every town to achieve that.
The challenge I feel for banks is a more human one - I am no expert on these matters - by the paradox I feel is that the type of person who will make a good cashier, vital for bank branch operation, does not share the same traits as a cross selling relationship
building sales person.
This post is from a series of posts in the group:
Social Banks is a group that aims to discuss trends and debate as the financial services take their first steps into social media. Twitter, Facebook, LinkedIn etc..debate all here.