The news: Simplicity, speed, and personalized human support are the top three priorities for small business owners seeking a loan, according to an Academy Bank study.
Nearly three-quarters of small-business owners still prefer some form of in-person service, despite the clear benefits of a speedy online process, speaks volumes.
The research also reveals a generational divide, with younger entrepreneurs showing a stronger preference for digital-first banking solutions than their older counterparts.
How to get ahead: While digital banking is on the rise and automation is becoming more sophisticated, banking solutions that retain a personal touch are paramount for attracting and retaining small-business owners.
The most successful small-business banks will be those that can master a hybrid model—offering the convenience of fast, online applications that especially younger entrepreneurs want—while still providing a human expert to guide business owners through the loan process.
Our first take: For all the talk of digital disruption and AI-driven efficiency, we’ve argued that people still want to work with people, especially when it comes to something as high stakes as a business loan.
While Gen Z and millennials are pushing the industry toward a digital-first model, the mass market isn't there yet. This means that banks can't simply abandon their physical branches or personal bankers. The most successful approach will involve seamlessly integrating the two, creating an experience in which a loan application can be started online and finished with a conversation, or vice-versa.
This is our immediate perspective. We’re actively developing this story throughout the day with more research and data from the EMARKETER database. Our in-depth analysis will be included in our client-only Briefings. Non-clients can click here to get a demo of our full platform and coverage.
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