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Branch Management: When Consumers Prefer Brick-and-Mortar Bank Locations
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Branch Management: When Consumers Prefer Brick-and-Mortar Bank Locations

Technology is a great enabler, but it’s not a panacea for every situation. In financial services, modern ATMs, apps and online services offer convenience and functionality for an array of services that help busy consumers better manage their finances. But despite the myriad of things we can do on our phones and computers, there’s still a significant need for physical branches in financial services. A person’s customer experience plays a big role in customer retention, and research shows that physical locations are critical for many financial interactions, particularly when it comes to cashing and depositing checks. There’s also something to be said for the comfort and personal service people get from engaging with an actual person instead of an automated machine.

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