Post by account_disabled on Feb 20, 2024 19:30:08 GMT 9
Knowing the client, who is treated by appointment and who is increasingly advised less and helped digitally, that is, without personal treatment. Thus, the personal relationship has been broken, the only bond that could not be broken, because everyone hates the banker but wants the banker to help them. Large companies no longer go to the bank but to the capital markets. Individuals and smes make their money profitable in that same market and solve their mobile payments in silver, banking is dying because there are two figures that are disappearing from the branches: the office manager and the cashier. To check out you are given a couple of days a w Country Email List eek, for two hours, no more. Many have had to back down from this stupid rule, but the trend to reduce the role of cashiers and cashier services is devastating for business. I will be told that cash is ceasing to exist: and I answer: yes, and privacy with it. Just as serious as the disappearance of the cashier is the dilution of the branch directors, those who knew the customer best. In some entities, it is precisely a matter of the director changing offices as much as possible. That is, he does not become familiar with the usual clients. Well, I insist, it is the best way to dilute the business. Santander made that mistake when they gave it popular : the territorial, zone directors and branch heads of popu, the best office network in spain, were retired: therefore, the absorption, although very beneficial for santa , it ended in commercial failure.
Digital, depersonalized attention has broken the bond between bank and customer, who are already received by appointment. The personal relationship has been broken, the only bond that could not be broken, because everyone hates the banker but wants the banker to help them. Carlos torres' bbva not only carries out the same practices. The thing is, he is also proud of them. Electronic bureaucracy has been born in the basque bank's branch network, which is worse than personal bureaucracy. They call it digitalization and present it as a progressive measure (in fact, torres has become a fan of gender ideology and sustainability) which for inexperienced bankers, such as carlos torres' team, is a word that implies progress. And progress. Caixabank and sabadell , it must be acknowledged, take more care of their clientele but are also not immune to this process of depersonalization and functionalization of banking, which some call digitalization, others professionalization, and third parties, more accurate, a pure and simple disaster. And by the way, it is not that the bank should better serve those who are already over 60 years of age due to "Social conscience": it is that during the difficult transition that is coming, it will be this client who bears the transformation costs. Let's go with the business sectors: amazon and google become the great executioners of the sector, as they have been of department stores and banking. It is not that the bank should better serve those who are already over 60 years of age due to "Social conscience": it is that during the difficult transition that is coming, it will be this client who bears the weight of the transformation costs.
Large companies no longer go to the bank but to the capital markets. There, either you become an investment bank or a corporate bank, as santander intends, or you have nothing to do. You know: if you succeed you are rich, if you fail, it is not that you present a bad income statement; is that you file bankruptcy. Corporate banking defaults are not bad, they are lethal. For their part, individuals and smes make their money profitable in the capital market and solve their mobile payments. And it's not that they are happy with the change, it's that they have no other choice. The branches do not offer that service. The poor customer service, which is already received by appointment, has broken the bond between the entity and the customer, the only bond that could not be broken. Despite all of the above, we do not have to fall into fatalism, amazon and google do not have to win. What banks have to recover is personal treatment with the client, even if it costs them many hours, because the moment of ebb may come - and I think it is already coming - when even the most digitalized young people need personal help. I said personal, the help of a human face, three-dimensional and capable of functioning without being programmed.Among the items on the agenda of the next bbva shareholders' meeting - march 15 in bilbao - are the re-elections as directors of josé miguel andrés torrecillas and jaime caruana , the same ones who at the time conspired to oust carlos torres and , incidentally, to onur genç .