Changing Customer Behavior: Victim Of The Crisis Bank Branch

The Bank's branch in Germany, it is not a discontinued model, but you will always need less. Now, the Corona has forced the crisis with their quarantine measures, many customers to do their banking transactions instead of at the branch through alternative channels such as the Internet or telephone. The consulting firm McKinsey sees this as a good opportunity for German banks, its branch business in a new direction. "The Corona-crisis and their quarantine measures is humanly and socially a disaster, it offers the German branch banks a Chance," said McKinsey partner Ursula Weigl in the conversation with the F. A. Z.

Markus Frühauf

editor in the economy.

A piece of advice that has now heeded expected to be outgoing, Commerzbank's Chairman of the Board Martin Zielke, apparently, already skipping ahead. In the past week, rumors about the reduction plans for a scandal ensured. A for last Wednesday, scheduled Supervisory Board meeting had to be cancelled, after it was leaked that the Commerzbank AG, allegedly more than 10,000 of 40,000 full-time jobs to the Disposition and 400 out of 1000 stores could close. Similar mind games other houses, with a large branch of business is expected to currently working through. To the pressure to make savings is is. The income in the German banking market with its excess capacity is too low, also in comparison with competitors in other European countries.

Alternative channels

The McKinsey consultants propose no Cuts, but recommend the banks to continue to reorient themselves. "You can change the behavior of the customers is now sustainable, because customers are increasingly willing to offers outside of stores to perceive," says Weigl. Telephone, digital channels, and Service machines, which among others Transfers are possible. "But it will only close branches or reduce the size would be a bit shortsighted," she adds. The Institute would also need to improve the quality and breadth of the alternative distribution channels. The Benefit for the customer is not clear, if he has to wait a long time in the waiting loop of a Call center.