Mercator Advisory Group recently expanded its Banking Channels Service, which now will:

•    Investigate multi-channel integration issues facing retail.

•    Pinpoint key benefits and value drivers derived from ATMs, branches, online banking, mobile banking, and call centers.

•    Explore ways that financial institutions can gain consumer trust; improve overall efficiency, productivity, and effectiveness; elevate the customer experience; and deliver superior returns to shareholders.

Financial institutions are currently challenged with meeting revenue, profitability, and customer satisfaction targets as never before. As they grapple with ways to be more resourceful while still offering high levels of customer service, channel strategy is increasingly seen as a key contributor to financial institution success. Leveraging a comprehensive set of data sources, Mercator’s Banking Channels Advisory Service offers in-depth analysis that will help enable them calibrate their internal processes and technology strategies with the diverse and rapidly changing needs of their customers.

Principal focus areas of the Banking Channels Advisory Service include: Understanding the retail banking customer; online banking; banking; branchs, ATMs, and kiosks; contact centers; economy and market trends; and international case studies.

“Within the Mercator Banking Channels Service, we employ a wide variety of methods when researching a market, including considerable primary research. We start with comprehensive interviews with industry thought leaders, including customers, financial institutions, vendors, consultants, and systems integrators,” says Ed O’Brien, director of the Banking Channels Service. “From there, we compare this information with Mercator’s proprietary CustomerMonitor survey results to gain an in-depth understanding of diverse customer wants and needs. This process allows us to weave in various research methodologies, provides a deeper understanding of customer behavior, and arms us with insight not easily obtained by other methods.”

 

 

[This article was posted on March 7, 2012, on the website of ABA Banking Journal, www.ababj.com.]  

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