(CBH)) PNC and Commerce each, as corporations, have their own distinct culture and mind set. PNC has that old world bank tradition with an overly conservative approach. The communication to the outside world is that the company is outdated and out of touch with the young technologically advanced individuals. PNC attempts to present a culture that is young but its communication with the internal customer, the twenty three thousand or so employees must be getting a message that the true organizational structure is conservative and old. The communication process therefore is not a two way street. Because of how the organization truly operates behind the scenes, the old boy network screams we are out of touch with our customers.

On the other end of the spectrum is Commerce Bank who is young and vibrant. They are new and fresh. If one was to observe the fast food like drive through windows that are busy all day long, one would get the feel that this organization is communicating with its customers. The customers obviously keep...

They are an organization that is operated more like a small entrepreneurial dot.com as opposed to an overly conservative stereotypical bank. The employees always seem to be happy and thus carry genuine smiles. Although the company has a dress code, one would simply not be amazed if the drive through teller was wearing slippers out of the sight line of the customer.
In conclusion, bank communications with both internal and external customers will decide the future of the industry. When comparing PNC's communications process to Commerce, it appears that PNC is not hearing what the customer is saying. A good example can be seen in the Pennsylvania, New Jersey and Delaware markets where Commerce is kicking butt.

Works Cited

Commerce Bancorp Inc. (CBH). Yahoo Finance. Yahoo. Retrieved on 17 Nov. 2004, from http://finance.yahoo.com/q/co?s=CBH.

The PNC Financial Services Group (PNC). Yahoo Finance. Yahoo. Retrieved on 17 Nov. 2004, from http://finance.yahoo.com/q/co?s=PNC.

PNC