It seems that technology has cost banks the close relationship they once had with their customers. But further technological advances could also mend the situation, says Chris Skinner.During the past 25 years, retail banks have pushed customers away. They have thrown customers out of the branch, onto the high street and home again. And now they want a relationship? That is hardly likely when the whole relationship has been broken thanks to technology.
What am I talking about? Go back to 1970 and you’ll find the original concept of a branch. Counter services, personal relationships and a branch manager who knew every customer by sight.
