Chinks starting to show in the armour of the "return to branches" mentality which has been pervasive since the dot com crash.

Live from BAI Retail Delivery : Branches Are for Errands, Not Sales

Banks may be eager to tout their comfy branches, with their free coffee, newspapers on hand and plasma TV screens. Yet all too often, they lose sight of what the customer really wants: service that�s simple, easy and fast, said James McCormick, president of New York City-based First Manhattan Consulting Group LINK TO (www.fmcg.com/).

In a Thursday afternoon session entitled "Keys to Gaining Share: Which Strategies Are Working; Which �Best Practices� Are Problematic," McCormick said mystery shops conducted by FMCG found customers generally unimpressed by attempts to turn the bank branch into Starbucks. He said customer comments included remarks like: "I don�t come to my branch for the coffee and treats," and, "Why would I come to the branch to sit down and read the paper?"