Branches of the HolaBank network are being transformed to offer a totally new experience of in-store consumer banking focused on the customer, as I have found in my own branch.
HolaBank is part of CaixaBank, one of the leading banks in Spain. But unlike ordinary CaixaBank branches, HolaBank branches are specifically organised to take care of the banking needs of expats and second-home owners from abroad, offering products and services tailored to their needs in English and other languages.
The customer service in some HolaBank stores has just got even better. CaixaBank are rolling out a new concept called ‘Stores’ that transforms branches into open spaces that breakdown the physical barriers between bank staff and customers. Some HolaBank branches are included in the first wave of branch transformation.
Gone are the closed spaces with walls and doors that everyone associates with bank branches the world over, and that create physical barriers between bank staff and customers. HolaBank ‘Store’ branches are all open plan, with different meeting spaces, including sofas and comfy chairs.
A meeting with your bank manager in an HolaBank ‘Store’ branch no longer involves looking at the back of a computer screen as you sit on opposite sides of a desk. You both look at the same screen, or tablet if you prefer to sit on the sofa. You get to choose the space.
The new concept, which has been awarded the prestigious DEC award for the best consumer journey project, is intended to help bank staff get closer to their customers, understand their needs, and offer them a service better tailored to their needs.
My local branch has already been transformed, and I can confirm the whole experience of going into my CaixaBank branch is now much more pleasant. Some flagship HolaBank branches have also been turned into ‘Stores’, so if you bank with HolaBank, don’t be surprised if your branch looks totally different and much nicer the next time you visit.