The Headache: Branches can be an expensive way to deliver customer service. Yet they are a traditional channel and one that many customers still want to use. 

Our Question: What do you think the future of the American bank branch will be? What's going on at your bank?

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The Headache: Personal productivity continues to grow in importance. Bankers have taken to the iPad, and may cotton to other tablet devices as time goes on. 

Our Question: What iPad "apps" do you find particularly helpful? What tasks does the iPad make easier or more efficient for you? Has your bank adapted the iPad for any special purposes, such as board meetings? 

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The Headache: More and more Generation Y employees are working in the nation's banks.

Our Question: How does your bank work with this growing crop of talent? 

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The Headache: Well, for many of us, 2010 was a banking year to forget; at best, to learn from. Ouch!

Our Question: What is your bank going to do in 2011 to improve results? 

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The Headache: The meaning of "customer service" continues to evolve. People expect more than a friendly "hello" and lollipops for the kids.

Our Question: What is your bank doing to improve its customer service?

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The Headache: While management succession is being widely discussed, director and trustee selection isn't getting as much airtime.

Our Question: Will the new CEO walk into an empty boardroom? What is your bank doing about boardroom succession?

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The Headache: Traditional banking industry's image has been battered during the financial crisis and the deliberations over the Dodd-Frank Act.

Our Question: What steps has your bank taken among employees, the public, and local media to emphasize the benefits that traditional banks bring to their markets, communities, and customers?

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The Headache: Finding business opportunities that the rest of the world isn't also chasing.

Our Question: Has your bank found niches—product, market segment, geography, or otherwise—that give it a leg up?

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The Headache: Everyone is doing more with less. Everyone has pressure. Everyone needs to keep customers happy.

Our Question: What examples of stellar service have you seen as a customer? And what can banks adapt and learn from those companies—national, local, or even a competitor?

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The Headache: Troubled times and daunting new regulatory burdens distract bankers from business. 

Our Question: What is your bank doing to rise above the fray and plan, practically, for the future?

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