Alliance & Leicester makeover

Alliance & Leicester is piloting five concept branches with curving walls, soft, atmospheric lighting and low-key music in a bid to encourage people to do more banking “in-store”.

Alliance & Leicester is piloting five concept branches with curving walls, soft, atmospheric lighting and low-key music in a bid to encourage people to do more banking “in-store”.

Staff working at the concept branches, which are spread across the country, will be encouraged to act as concierges, circulating within customer areas to offer advice and assistance rather than being “anchored” behind glass counters. It will retain tellers for customers wanting a more traditional service.

The former building society is also rolling out high-speed self-service cash and paying-in machines to offer customers quicker access to their cash.

In addition, it has installed telephones to give customers direct access to specialist advisers and the banking hall also has semi-private and private interview spaces.

An Alliance & Leicester spokeswoman says the institution wants to provide a quicker and more informal banking environment for customers.

Banks have increasingly started concentrating on their bricks-and-mortar operations despite spending much of the past decade persuading customers to bank online. Barclays has already hired pioneering US banker Deanna Oppenheimer to transform services at its 2,000-strong branch network (MW September 8, 2005).

However, plans by Abbey to “revolutionise” the in-branch experience by introducing Costa coffee shops proved a costly failure and the stores have since been scrapped.

Latest from Marketing Week

PLEASE SIGN IN OR REGISTER. IT'S FREE, QUICK AND EASY!

Access Marketing Week’s wealth of insight, analysis and inspiration that will help you develop as a marketer and leader.

Register and receive the best content from the only title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work, so we can make Marketing Week more relevant to you.

Register now

THE BEST CONTENT

Our award winning editorial team and columnists will ask the biggest questions about the biggest issues on everything from strategy through to execution to help you navigate the fast moving modern marketing landscape.

THE BIGGEST ISSUES

From the opportunities and challenges of emerging technology to the need for greater effectiveness, from the challenge of measurement to building a marketing team fit for the future, we will be your guide.

PERSONAL AND PROFESSIONAL DEVELOPMENT

Information, inspiration and advice from the marketing world and beyond that will help you develop as a marketer and as a leader.

Dedicated to developing your skills and helping you achieve marketing excellence. Find guidance on leadership, professional development and the latest industry jobs.

Having problems?

Contact us on +44 (0)20 7292 3711 or email subscriptions@marketingweek.com

If you are looking for our Jobs site, please click here