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Research Outline
Prepared for nigel | Delivered October 23, 2019
Case Study: North American Banks
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Goals
To provide North American banks and/or credit unions that are prioritizing face to face interactions with customers in order to evaluate the information for a new business.
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Early Findings
Capital One
Capital One Financial Corporation, headquartered in
Washington
, is a banking company that
majorly focuses
on deposit origin, consumer lending, and commercial banking.
The company launched Capital One 360 Cafés to connect and
interact personally
with customers more by
reinventing the experience
of a traditional bank branch.
Capital One 360 Cafés are designed for
face-to-face interactions
where people can drink coffee, meet friends, eat, have business meetings, or get
questions answered
related to personal finance and business finance.
The cafes have
free Wifi
, meeting rooms that can be
reserved by anyone
, power outlets, tables, chairs, and lounges for everyone. These outlets also have
video-teller ATMs
for everyone.
Antonio Wilson, the Capital One’s Chicago Café Coach, says that
the goal
of these cafes is to build
new connections
with prospect customers and
deeper interactions
with the existing ones.
Capital One aims to re-image the banking experience and encourage more
human connections
because the company knows that people would still want to
talk to a person
when it comes to banking needs.
The banking company has partnered with
Peet’s Coffee
, a coffee chain in the US, to serve espresso and other beverages. Further, Capital One cardholders get a
50% discount
on their drinks in these cafes.
Mike Friedman, Capital One's marketing lead says, "the cafes are a unique opportunity to present a
physical manifestation
of our brand and take this as an opportunity to connect with customers on their terms."
The company's website can be accessed
here
.
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