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The most common branch
interactions of small business decision makers are transactional, creating an advisory
interaction opportunity that may be missed. The convenience of online delivery,
or lack of appropriate specialist staff in the branch, may mean the branch
channel is bypassed for higher-level interactions.
Group’s latest research note, Small
Business, Branches, and PFM: Missed Opportunities, examines
the branch activities among small businesses in the United States, and
contrasts these interactions with their expressed interests in advice and
survey results suggest automated and consultative advisory opportunities with
these businesses, but probably not in today’s branches of banks or credit
unions. Although electronic channels show great potential for delivering
information and advice to an eager small business audience, the branch channel
must become much more than a place to conduct paper-based payments,” comments
Ken Paterson, Vice President of Research Operations at Mercator
Advisory Group and author
of the research note.
of the research note include:
- Common branch activities of small businesses
- Use of online and mobile banking services
- Interest in advisory and business information
services provided online
- Interest in online banking features and
- Challenges to fulfillment of added value advisory
and information services