Maik Dombrowa is a Manager in the Practice Group Retail Banking at zeb. In this role, he is managing projects with a focus on cooperative, Raiffeisen and cantonal banks and building societies in the DACH region.
Why do customers think in experiences, not channels? How should advisory services be delivered: personalized, proactive, data-driven?
Regional banks with about 13,000 branches remain the last anchor for customers to experience banking locally. They should therefore start to view their branch network not as a burden, but as an opportunity to stand out against their competitors in the long term. Personal contact and individual advice at branches will remain central to serving bank customers for at least another 20 years.
In a world where, on average, people check their smartphones every twelve minutes, banks can no longer afford to ignore mobile-first offerings. Many regional banks responded early and now offer technically sophisticated online banking systems and powerful apps.
App usage is high – and in purely quantitative terms, digital log-ins have even increased customer contact. Yet it is clear that sales success through digital channels is still falling short of its potential.
Energy efficiency and sustainability have become key issues in almost all branches of economic activity in recent years. Both topics are also gaining in importance in the area of real estate financing, particularly with regard to legal requirements and the handling of energy performance certificates.
This raises complex questions for banks and, above all, their managers: How can the requirements be met efficiently, what challenges need to be overcome and what (sales) opportunities does a proactive approach to energy performance certificates offer?
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