Few people would deny the importance of the first impression we make on potential customers. It is therefore a bit odd to me how many folks in our industry seem unaware of where many (if not most) of their first impressions are being made.

With all due respect to our facilities folks, that first impression is increasingly not occurring in branch lobbies. At an escalating rate, the first shopping point in many industries, including banking, is on the Internet. The previous sentence should not qualify as breaking news to anyone.

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