When was the last time you queued up to see a bank teller in person? PwC estimates that digital banking is set to overtake branches as the main way that customers interact with banks by 2015.
Face-to-face contact is often unnecessary and inconvenient (and could cost you extra, depending on your banking setup), so Kiwibank adapted its traditional relationship model for the online age. All online customers are assigned a relationship manager on the platform of their choice. Online relationship managers are available on desktop, tablet or mobile app, and they’re active on social media. They respond to queries (within 24 hours, according to the bank) and can refer you to specific product experts if necessary.
Kiwibank boasts that its online relationship managers are fanatical customer champions, who will take issues to the CEO if necessary. As a result, customers with an ORM are less likely to leave the bank for a rival.