Chris Skinner

“This focus on humans rather than money is best illustrated by the Apple store concept, which was the first to include the Genius Bar, a children’s play area and other features that critics thought were a waste of time. When the first Apple store designs were announced, Bloomberg reported: “(Steve) Jobs thinks he can do a better job than experienced retailers. Problem is, the numbers don’t add up. I give them two years before they’re turning out the lights on a very painful and expensive mistake.”15 However, after opening, it was obvious that the stores were engaging customers in an even more immersive, brand building experience. Eight years later, Apple’s New York store became the highest grossing retailer on Fifth Avenue.”
― Chris Skinner, Digital Bank: Strategies to launch or become a digital bank

“if you wanted to talk to a human, there would be a remote advisor video terminal for access to advice and, if you wanted to talk face-to-face with a human, the bank would offer an appointment making facility that would enable someone from the bank to visit the customer either at home or at work.”
― Chris Skinner, Digital Bank: Strategies to launch or become a digital bank