Optimize Physical Space
Some branches are too big, with too many people and too much unused space. Customers don’t like huge branches.
Others are too small. When I first came to Citi Handlowy in Poland, they had too many small branches. They were so transactional there was not even a place for customers to sit down, losing opportunities to do real business. If you can do only one thing to reorganize your physical space - reduce the floor space for transaction to create a space for advisory services.
If you have the luxury of opening new branches in new locations, do it right! Don’t open too many. Do your due diligence, get your locations right and understand the demographics of the area you are serving, the mix between mass and affluent. Organize the branch accordingly. Also consider where you are placed relative to your competitors.
Visibility is important to the branch in general. Customers need to see it, it needs to be mid sized. Not too small, it has to be comfortable enough to provide space for services, privacy for wealthy customers.
Provide security. Customer wants to feel safe and discrete, especially walking into a private bank. You need some luxury but you need discretion and security. You can offer extra services to customers, but it should not be visible from the outside.
Try to create a standardized look among branches that people can recognize. This is good for brand recognition.
- See more at: http://www.mce-ama.com/Making-Your-Bank-Branch-Network-Profitable/#sthash.kWm0yN6P.dpuf