Customer Retention During Branch Closures

American Banker profiles OceanFirst Financial which has closed 33 branches but still managed to retain 94% of their customers in locations which closed; the bank has $7.5 billion in assets and attributes their success to surveying customers about their digital experiences and preferences; the bank used this information to create a mandatory 7 week employee training program which trains workers on providing help to their customers on things that were commonly done in branch; the bank has also noted success in engaging with customers in mobile and how that can lead to higher satisfaction scores and retention. Source

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