Banking Customers Are Going Digital

According to a Gallup poll, conventional visits to the bank may soon be a thing of the past. The average American visited his or her bank branch 1.7 times a month in 2011 and this fell to 1.0 times in 2014. During the same period of time, the average monthly use of online banking increased, as did mobile banking. Even though this trend may seem positive and should result in significant cost savings for banks, Gallup points out that it can have a negative effect on customer engagement. Engaged customers tend to bring in 37 percent more revenue each year, in addition to remaining long-term customers of the bank.