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December 20, 2010


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Jonathan Charley

I have to agree that the difference between success and failure in branch banking is absolutely about the staff and underpinning that how you empower and incentivise them. Evidence of this is the quiet invasion by Sweden's Handelsbank who have opened 80 branches in the UK over the last few years and constantly rank highest for customer satisfaction. The reason that they are being so successful is that they have gone back to the Captain Mainwaring model where the bank manager is empowered to make decisions on the spot. For more on this see:


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