Tom Glatt, Jr’s most recent CUinsight article “Physical And Online Branches: How Do They Differ?” is now online. The article highlights three of the most important challenges facing credit unions trying to develop online branching strategy even while maintaining a physical branch network.
Given the trends, if the interaction between staff and members is the only measure of competitive advantage, then credit unions with no discernible advantage outside of personal interaction will be decidedly disadvantaged online. Consumers will be left to judge the value of the credit union solely on the merits of its digital services. In the case described above, this means judgement based on a factor other than what is most important to the credit union itself.
The full text of the article can be found at http://www.cuinsight.com/physical-and-online-branches-how-do-they-differ.html
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