The branch channel is far from redundant, with the majority of consumers globally continuing to use branches. However, the experience of the branch must move from functional to engaging if FS providers are to increase revenue and satisfy customers.The branch channel remains critical to the multi-channel experience. Improving the experience will help to reinvigorate a channel that is clearly still important to a wide range of consumers. Optimizing the customer experience will also help to retain customers, increase cross-selling, and help to produce more satisfied customers overall.Optimize the branch customer experience by learning how consumers use this channel for researching and purchasing products.Tailor the functionality of branches through gaining an insight into the features that consumers view as essential to this channel.Boost customer retention and produce more satisfied customers by understanding what consumers want from their branches.Learn best practice in branch customer experience from a series of global case studies.Use of the branch channel is high, with 77.4% of consumers globally having used this channel in the 12 months to June 2011. The most popular activities for consumers to conduct through the branch channel are ordering a new check book or new card, booking an appointment with an advisor, and depositing or withdrawing money.For all but three products, the branch channel is used by more consumers to purchase a product than it is to research that same product. This reveals the branch channel's strength as a channel of opening for consumers.A roughly equal proportion of consumers believe that self-service kiosks and the ability to meet an advisor without booking are essential features of the branch channel. This finding highlights that globally consumers place equal weighting on being able to conduct activities themselves in branch and having an advisor to assist them.Does the branch channel still have a role in the banking experience'What do consumers view as the key characteristics of a bank branch'Which aspects of the branch customer experience need to change in order to create a more positive experience'What are the benefits of creating a positive branch experience for FS providers and their customers'

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Customer Experience in Branch: Building Best Practice Strategies
Published on October 2011
Report Summary
The branch channel is far from redundant, with the majority of consumers globally continuing to use branches. However, the
experience of the branch must move from functional to engaging if FS providers are to increase revenue and satisfy customers.
The branch channel remains critical to the multi-channel experience. Improving the experience will help to reinvigorate a channel that
is clearly still important to a wide range of consumers. Optimizing the customer experience will also help to retain customers, increase
cross-selling, and help to produce more satisfied customers overall.Optimize the branch customer experience by learning how
consumers use this channel for researching and purchasing products.Tailor the functionality of branches through gaining an insight
into the features that consumers view as essential to this channel.Boost customer retention and produce more satisfied customers by
understanding what consumers want from their branches.Learn best practice in branch customer experience from a series of global
case studies.Use of the branch channel is high, with 77.4% of consumers globally having used this channel in the 12 months to June
2011. The most popular activities for consumers to conduct through the branch channel are ordering a new check book or new card,
booking an appointment with an advisor, and depositing or withdrawing money.For all but three products, the branch channel is used
by more consumers to purchase a product than it is to research that same product. This reveals the branch channel's strength as a
channel of opening for consumers.A roughly equal proportion of consumers believe that self-service kiosks and the ability to meet an
advisor without booking are essential features of the branch channel. This finding highlights that globally consumers place equal
weighting on being able to conduct activities themselves in branch and having an advisor to assist them.Does the branch channel still
have a role in the banking experience'What do consumers view as the key characteristics of a bank branch'Which aspects of the
branch customer experience need to change in order to create a more positive experience'What are the benefits of creating a positive
branch experience for FS providers and their customers'
Table of Content
Companies mentioned
BBVA, CMS Energy Corporation, Hutchison 3G UK Limited, ING GROEP N.V., McKinsey & Company, Metro International S.A.,
Shanks Group plc, Sopra Group SA, Umpqua Holdings Corporation
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