The store as the central point of contact for customer needs has largely become obsolete.
Between 2008 and 2019, the number of stores in Germany fell from 42,000 to 30,000. Corona is acting as a catalyst for further consolidation of the branch network. Consileon is convinced that stores will not disappear completely from the scene. However, it is necessary to rethink the concept of the store and optimally integrate this personal access channel into the omni-channel customer experience. In addition, the further reduction of stores should be linked to a “transition concept”. The bank should communicate the benefits of “digital banking” to classic store customers and, for example, jointly carry out service orders online in the store. Consileon helps you design the store of the future and create hybrid consulting excellence.
Our study “2025 Future SME Banking – Welcome to the New Normal” uses an SME banking transformation compass to help banks and savings banks in the business customer segment become profitable and resilient. The compass takes an integrative look at implementation based on key success factors and focuses on the bank’s ability to transform.