Developing A Branch Strategy that will Support and Maximise Customer Contact (BR104)
|Event Date/Time: Oct 16, 2002||End Date/Time: Oct 17, 2002|
|Early Registration Date: Aug 09, 2002|
The once neglected branch, often overlooked in recent years as the on-line race forged forward, is enjoying a vibrant reawakening. The integrated "bricks and clicks" model and the many new innovative multi channel strategies are imperative as the aggressive competition battles to deliver seamless service to customers. It has never been more important to stay close and aware of your customer needs. ‘Face to Face’ and the personal touch, that only the branch can offer, has reinvented itself in the wake of a heightened customer’s need and desire for choice. This very demanding and volatile marketplace has never been more focused on all channels and how they must intergrate and offer full support to the overall strategy. The ultimate position is for banks to create an organisation that can truly cultivate established customers whilst adding a new steady stream. This need will become even more pressing as consumer-focused retailers like supermarkets and even automotive companies enter financial services in greater numbers.
A must attend event – gain valuable insight into:
· The changing face of retail banking
· Putting True CRM at the heart of your multi channel strategy
· Innovation in branch approach and design
· Focusing on traditional channels
· Closing the gap between the contact centre and the branch
· What is hot and not?
Finding the correct balance is imperative – and ensuring that your branch is in-line with your strategy has never been more important. Retail is about customers and customers are the life blood of your organisation.
Branch Strategy continues to challenge UK financial services, according to the Datamonitor report, UK Retail Banks and Building Societies 2002. Although the number of Branches has fallen, from 14,001 in 1996 to 12,061 in 2000, the widespread criticism of the closures has forced a rethink for many retail players. Will this mean an end to trendy wine bars on the high street or will the next step see the brewers utilising their new founded properties and reopening in the afternoon with tellers behind the bar?