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For eBusiness & Channel Strategy Professionals

How Dutch Banking Customers Use Different Channels, 2011

September 13, 2011

By Benjamin Ensor with Vanessa Niemeyer, Ph.D., Sabine Poltermann, Myriam Da Costa, Amelia Martland

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Why Read This Report

The Netherlands continues to be the leader in online banking adoption in Europe. With just 9% of Dutch consumers using branches and 85% using online banking each month, the Web has become the heart of the customer relationship in Holland. We expect that digital channels will gain even more importance: Online banking adoption will continue to grow slowly, mobile banking will truly take off, and branches will continue to specialize in branding and advice. Two themes should dominate the agenda of retail banking eBusiness executives: creating more compelling cross-channel experiences and developing mobile services that exploit the full potential of the channel.
Tags: ATMs, Banking, Branch Banking, Cross Channel Strategies, Customer Experience Management, eCommerce, Financial Services, Mobile Banking, Multichannel Banking, Multichannel Customer Experience, Online Banking, Online Financial Products & Services
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TABLE OF CONTENTS

  • Online Banking Is The Dominant Banking Channel In the Netherlands
  • Banking Channel Use Will Become Even More Digital-Centric
  • Banking eBusiness Executives Should Invest In Cross-Channel And Mobile
  • Supplemental Material
  • Related Research Documents
 
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