Interesting to note that after closing down 24 branches in 2000, a report out this week has the CEO announcing that a number of these branches will reopen.
The reason given is that many of their customers want to do business face to face.
I believe many of us would like to have more face to face contact with organisations we do business with. The main driver away from face to face contact has been to reduce costs.
In many cases the customer has not missed face to face contact with businesses especially as the face to face contact was not that memorable.
Business is starting to realise in a highly competitive market where its becoming much easier to change from one business to another, just how difficult it is to build real and lasting relationships with customers without that important face to face contact and just how powerful that loyalty can be for a business.
I would encourage Tower to ensure that when customers visit their reopened branches, the experience will live up to and if they are really smart, exceed customers expectations otherwise it will be a very costly exercise.