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The future of bank branches: developing the customer experience

Author

Listed:
  • Claudio Scardovi

    (Università Bocconi)

Abstract

The aim of the bank branch of the future is not only to transform the operativeness, but rather the emotional impact that it is able to inspire in clients. The success of the new model that aims to create traffic, solutions and emotions resides in the ability to strengthen the sales, with less need to compete through the lever of pricing and greater consumer satisfaction and loyalty.

Suggested Citation

  • Claudio Scardovi, 2011. "The future of bank branches: developing the customer experience," BANCARIA, Bancaria Editrice, vol. 2, pages 33-38, February.
    • Handle: RePEc:ban:bancar:v:02:y:2011:m:february:p:33-38
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    File URL: http://www.bancariaeditrice.it/prodotti/vedi/prodotto/id/2454/bancaria-n-2-2011
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    More about this item

    Keywords

    banca multimediale; fidelizzazione clientele; offerta integrata di servizi;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

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