Branch Reboot: Why Do We Need Branches, Anyway?

By Sue Dowd for Credit Union Business


Branch reboot

What’s the purpose of bank branches? Dowd asserts that a bank’s brick-and-mortar branches correlate to retailers who’ve opened showcase flagship stores that are as much about creating an outstanding and memorable customer experience as generating significant revenue streams.


Sue Dowd
SVP, Retail Strategy

Shopaholic. Strategist. Tour guide. Soccer Mom. As a retail strategist for Miller Zell, Sue uses her deep experience with financial institutions and retail environments to help her banking clients express their brands in their physical spaces, considering the customer experience at every touchpoint. Sue frequently finds herself mystery shopping, curating store tours, and serving up points-of-view upon request.