Article at a glance:

Bank branches that meet customer needs

• Banks in Europe and elsewhere agree that branch networks will long remain the cornerstone of their retail distribution strategy. Yet many seem disenchanted by the payback on their efforts to breathe new life into brick-and-mortar outlets. Few can demonstrate that these investments are yielding tangible economic benefits.
• The problem arises when banks adopt an intuitive design approach that emphasizes aesthetics and expensive format changes, overlooking the customer’s needs.
• Instead, banks should put utility before appearances, favor lower-budget tactical adjustments, and use branch formats to manage customer visits actively.