Building a local retail strategy
A Yorkshire Building Society case study

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Page 9: Branch layout

All of the Yorkshire Building Society branch layouts have been redesigned to be more customer friendly, not just through their products, but also in design and facilities. Creating a retail environment within a building society is not just about selling more products. Branches in the pilot programme have adopted approaches to branch design and layout, which maximise their ability to meet customer needs. Zones have been created within the branches which are dedicated to browsing, information, fast cash and customer contact. The emphasis placed on these zones has been in response to the needs of that particular branch. For example, in an area where fast cash is more heavily used, more space has been dedicated to fast cash. Sofas for browsing and personnel as "meeters and greeters" have all played a part in creating a customer focused retail environment.

Yorkshire Building Society | Building a local retail strategy
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