Customer Interaction

Order Form

    This individual Report Evolution of Branch-Based Advice in Multichannel Banking is available for purchase. This Report is available to members of Mercator Advisory Group’s Customer Interaction Advisory Service. Please be advised that this Report is normally part of a research and advisory service that provides ongoing support throughout the year. As such, this Report contains significant depth of content that is selected for its strategic importance to our members. (For a description of these services, see our Advisory Services section).

    While the Report represents significant analyst time invested, there is no means of our ascertaining if it will fully meet your specific intended purposes. Typically, these Reports form the basis for future discussions with our clients where we are able to fine-tune additional information that we have gathered in the construction of the series of Reports (or locate new information rapidly due to our exclusive focus on gathering information in the payments industry) for specific member needs.

    Unfortunately, in fairness to our paying members, we are not able to offer this level of support for a single Report purchase. We will, however, credit any Research Document purchase against the future purchase price of the service should you become a member within 30 days of purchasing the document.

    The price for individual Report purchases is $2950 per document. 


    Use the form below to request this individual Report purchase or

    Click here for a fax-back order form




Evolution of Branch-Based Advice in Multichannel Banking

New research from Mercator Advisory Group examines the changing role of branch-based advice and how it is evolving as part of a multichannel strategy

Boston, MA – March 16, 2012 – In new research, Evolution of Branch-Based Advice in Multichannel Banking, Mercator Advisor Group reviews the transformation many banks and credit unions have undertaken from teller-focused full-service business models to self-service or hybrid self-/full-service advice models as a strategy for increasing efficiencies while retaining high levels of customer interaction and advice.

“The dichotomy between being able to offer high levels of customer service while reducing the cost of sales presents significant challenges for financial institutions. Not only do they need to retain a highly valued, yet costly, branch presence, but also they must carefully evaluate projects that hold great promise for improved efficiencies, profitability, and interaction,” comments Ed O’Brien, director of Mercator Advisory Group’s Banking Channels Advisory Service.

This report is 24 pages long and has 10 exhibits.

Organizations mentioned in this report include: Apple, Bank of America, Coastal Federal Credit Union, Diebold, First National Bank of Omaha, JPMorgan Chase, KeyBank, TD Bank, uGenius, and University Federal Credit Union.

Members of Mercator Advisory Group have access to these reports as well as the upcoming research for the year ahead, presentations, analyst access, and other membership benefits.

Highlights of this report include: 

  • While the foundation of banking is still centered on the branch concept, the way that branch business is conducted is changing fundamentally.

  • The formats of self-service banking customers are becoming accustomed to using and the opportunities this activity opens for FIs.

  • The dilemmas FIs face and the models they should evaluate when finding ways to continue to offer high levels of customer service while reducing the cost of sales presents significant challenges for financial institutions.