A term frequently used in the world of finance, but one that is difficult to define precisely. Geographically: how far is the customer from the nearest branch or ATM? – personally: does the customer know the bank’s employees or the employees know the customer, and is a (long-distance) verbal meeting between the two easily achievable? – information-related: can the customer contact the bank – via a call center? – and at what time with knowledgeable employees of the institution? – In addition, other definitions can be found, but they are usually formed from combinations of the three circumstances mentioned here. In the case of , private bankers are in the lead, followed by cooperative banks and savings banks; in the case of , these are online banks, which often offer their services around the clock via telephone or Internet. – See ATM withdrawal fee, gigabank, customer retention, customer dossier, customer capital, customer caregiver, customer centricity, McDonaldization, megamania, online banking, local bank, profiling, verticalization, proposals, open.
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University Professor Dr. Gerhard Merk, Dipl.rer.pol., Dipl.rer.oec.
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