The Branch as a Digital Growth Engine

Branch networks in the United States are growing again, yet only 9% of consumers name branches as their preferred way to bank. Both facts are true because the branch’s job has changed from acquiring new customers to deepening relationships with the institution's existing customers. Jim Marous examines what the largest banks are actually doing with physical distribution. Chase reports that half of the new checking relationships in its expansion markets come from existing credit card customers. Bank of America clients booked roughly 10 million appointments with specialists last year, with 90% of interactions digital, and the bank reports a 50% increase in digital sales in markets where it opens a financial center. Research from Curinos and Adrenaline finds accounts opened in a branch carry higher balances and are 25% more likely to remain open after a year. The episode argues that branch business cases should not begin with projected households and deposits, and that branches should be measured on a market P&L rather than a lobby P&L. It closes with a framework for deciding whether to build, remodel, or close, applied market by market rather than building by building. Hosted by Jim Marous, co-publisher of The Financial Brand and host of the Banking Transformed podcast.