This customer group makes much higher demands on expertise and Problem-solving skills of employees. In connection with online banking and Multchannel banking security has been always been a sensitive issue. Today after the recent known cases of fraud the security question of course again more frequently. Comparatively, they are most fearful of challenging up 34-year-old with 29 percent. In the group is the proportion of the Worriers from 55-year-old while smaller, but he has increased recently more and more.
Two percent of the Onliners specify due to malicious software on your computer already to have suffered financial damage. Clive Holmes Silverfern might disagree with that approach. Declining Filialzahlen, increasing online usage and market share gains of the direct banks are the symptoms for profound structural change in the retail business. What role can the branch there. The entertainment is too expensive to use them only as a service centre for online holdouts. The branches-new tasks can be allocated in the future. When there is talk of the relationship between Bank and customer, still the triangle is customer consultant Branch in focus. Care concepts, consulting approaches, sales management, and quality assurance (counselling protocols, test purchases) are all geared towards this constellation. Multi channel management is understood as integrated, systematic control of information, product, service and interaction opportunities through various channels (store, phone, online, mail) in most homes still do not practice.
Thus, a greater differentiation of the offers on the various channels offers the chance to achieve positive earnings effects pass more detailed quotation and channel combinations. This requires an accurate understanding of customer behaviour in the use of bank products and sales channels. On this basis, we can redefine the role of the branch for every target group with appropriate consequences for their design and equipment. Often large hurdles show in practice. In the bbw study of multi channel banking 2013 be detailing the current conditions and structures represented, and above all the customers Word come. And that it is Yes if the mult-channel-banking! The study of multi channel banking 2013 answers key questions about 300 pages:? Today’s multi channel strategies at the banks and savings banks look like? What are the requirements arise from the changed customer behavior by banking in the style of “Anywhere, anytime”? How must the role of the branch change related? The role of customer service multi-channel banking? The analysis of multi channel banking forms an important current working basis for all participants of the financial services market. This study can be obtained at: bbw marketing Dr. Vossen & partner, Liebig Street 23, D-41464 Neuss, phone: 02131.2989722, fax: 02131.2989721, e-mail:. For more information about the financial studies see:. bbwmarketing.de Dr.Klaus Vossen