Our proprietary research shows that 80 percent of the public believes anywhere-anytime access is a prerequisite in their choice of a bank. One that doesn't offer online services is fast becoming non-competitive. Banks have to have it because customers demand it. He then sounds a cautionary note. It just provides more access points.
Customers are mixed-channel users.
They want branches for some things, ATMs, drive-throughs and computers for others. The more access points you give a customer, the more they will use. Weikert points out that online customers are often a bank's best. They maintain higher balances and multiple accounts. Once they've set up their payees, customers appear reluctant to start over again somewhere else.