Couches and Coffee
Branch banking is also getting cozier. PNC hosted focus groups to hone its atmosphere -- buying rounded furniture for a “shoulder to shoulder’’ experience. Some new Santander branches have couches and “nooks” so customers feel like they’re in someone’s home. Veltre says mobile banking apps give people identical experiences, while branches make personal connections.
Capital One Financial Corp. is taking that a step further with its cafes. It points to a survey showing most people find banking and money stressful.
Before opening a cafe, the bank sends taste testers to the city to pick local snacks. People are encouraged to wander in, buy a latte, relax and meet with a complimentary “money coach” to develop a financial plan. They aren’t bankers and aren’t supposed to push specific products.
“They’re going to welcome you to sit down on the sofa, you’re going to have a cup of coffee,” said Lia Dean, the bank’s head of marketing and retail. “You can share an iPad together and just have an experience that feels more comfortable, more modern and takes the stress out.’’
This article provided by Bloomberg News.