Bank customers now enjoy greater choice to conduct financial transactions online, by telephone or using mobile devices. Despite these expanded service channels, leading financial institutions are viewing a revival of the bank branch network as critical for:
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- Maintaining ownership of the customer relationship
- Driving revenue and sales from the branch channel
- Realising value from customer relationship management that encompasses all service channels
Talaris Consulting works with leading clients deliver a better branch experience for customers. Our work on process redesign, branch layout, staff training and optimising the use of technology has been incorporated into many next generation branch designs and formats.
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Some best practice examples of realising the sales potential from branches have been obtained by supporting, up-skilling and refocusing resources on the new dimensions to the traditional teller role. With the assistance of Talaris Consulting, the role of ‘financial partner’ for customers that emphasises an expanded skill-set including advisory knowledge, lead generation and sales potential.
The branch experience remains critical to developing and maintaining profitable customer relationships