"The universal banker model includes a rethinking of all channels, with branches now increasingly being used for education and advice, with personnel trained to better understand individual banking customer’s goals and needs, and with branch reconfiguration efforts that encourage interaction and engagement," comments Ed O’Brien, director of Banking Channels Advisory Service and author of the research note.
Highlights of this research note include:
- Proprietary survey data showing the continuing relevance of full service branches to U.S. consumers
- The new and expanded roles of the branch and its personnel in reconfigured branches
- The critical nature of branch reconfiguration for smaller institutions having to do more with less in light of the reduction in the number of their branches
- Design elements utilized by progressive FIs to make their branches more inviting and conducive to customer interaction and engagement with personnel
- Description of services offered by architectural design and construction firms specializing in branch location and design