From the Editor
This issue of the Novantas Review probes the future of branch banking and retail distribution, including the flux between physical and electronic channels.
As discussed in our cover story, “Rebuilding Retail Distribution,” new strategies are needed to reposition branch networks. Today’s transaction factories must evolve into hubs for deep customer relationships. And further customer technology adoption is needed to cut the burden of manual transactions.
The distribution challenge is detailed in “Customers in Motion: Stepping Away from the Branch,” based on Novantas research showing that customers have relocated huge chunks of their basic banking activities online.
Branches have been split into two camps, as outlined in “Strategies for the New Future of Branch Banking.” There’s a bright future for branch clusters that can offer multi-line service in dense markets. But sparse networks will need a more efficient operating model.
The branch still has an important role, but as this issue suggests, it now must change to fit within the evolving mosaic of retail distribution.
— Steve Klinkerman
Editor in Chief
Vol. 2 No. 1 | 2011
Rebuilding Retail Distribution
January 2011
Preserving old-style branches will be of limited value in a permanently changed market. For renewal, winning banks will look to the future of multi-channel retail distribution.
Bridging Two Worlds: Physical Branches vs. Electronic Delivery
January 2011
Novantas’s national consumer survey research shows that all types of banking transactions are migrating out of the physical branches. Bank branches will no longer be the primary transaction hub.
Strategies for the New Future of Branch Banking
January 2011
Acute pressure for branch cost reduction is much more than a temporary operating challenge. Instead, new strategies will be needed for a permanently changed market.
Making the Most of Small Business Specialists
January 2011
Small business specialists available in individual bank branches can be very powerful in setting the stage for accelerated small business growth at that branch.
Consumers in Motion: Stepping Away from Branches
January 2011
A national consumer survey by Novantas shows that customers are broadly moving online for basic banking activities, yet still prefer the branch for high-value transactions.
Bank Branch Strategy: Multi-line vs. Thin Networks
January 2011
The traditional branch is no longer viable — 40% of bank branches are not making money. New-form bank branches are needed to replace the traditional model. While improving the customer experience, they will increase customer retention and contribute significantly to profitability.
The New Formula for Branch Productivity
February 2011
Retail branch banking has entered a period of radical change. Comprehensive strategies, as permitted by staff mapping, will be needed to transform the branch workforce.
Comentario
Revenue Jump Start
February 2011
In a challenging year, proactive measures to boost the top line are preferable to a strict focus on cost control, and their benefits can easily extend into 2012 as well.
Small Business Specialists: No Slam Dunk
January 2011
As banks deploy more small business specialists across their networks, pressure is rising to make effective use of this expensive talent.
Crónica de artículos
Branch Culture: Farewell to Order-Taking
January 2011
With free checking and product push on the wane, branch management must now turn its emphasis to building an authentic sales and relationship culture.
Transform the Branch Model — Before it’s Too Late
December 2010
The physical distribution network remains critical to banking, but old-style branches may soon go the way of the corner bookstore.
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