The future of bank branches: developing the customer experience

Claudio Scardovi
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Claudio Scardovi: Università Bocconi

BANCARIA, 2011, vol. 02, 33-38

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.

Keywords: banca multimediale; fidelizzazione clientele; offerta integrata di servizi (search for similar items in EconPapers)
JEL-codes: G21 M15 (search for similar items in EconPapers)
Date: 2011
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