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Retail Banking

Silos still rule, making near-real time integration difficult
But branch employees are the valued channel—the rest is bricks
Friends’ recommendations also important, while online, mobile services lag in decision-making, survey says
“Responsive web design” meets customers wherever they want to be
Success requires a marathon mindset
The best bank sites, however, still are significantly better than the bottom sites
Branch strategies may need to be reevaluated
Mobile strategy a key driver for achieving marketing goals and business objectives
A glimpse at how customers really interact with banks in digital channels
Customers increasingly expect to interact digitally outside of computers

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