BBVA made significant progress in developing a multi-channel model designed to be a pioneer in the industry. The most outstanding points include:
- Transformation of the physical distribution model, giving rise to the opening of the “flagship” branch. This is a new concept that consists of large branches with specialized sales forces that are able to provide personalized advice. It will also have a marketing area to increase loyalty and attract new customers. The space aims to be a center for experiences that will include exhibitions, talks and other possible activities. The new model of physical distribution is complemented with a smaller and simpler “EasyBank” branch, designed to meet the most basic financial requirements. The model of customer relations in this branch is leveraged on self-service, but without losing the feeling of approachability and convenience.
Highlights in corporate responsibility include:
- The Territorios Solidarios (Solidarity Territories) project. This program offers BBVA employees in Spain the chance to participate actively in the selection and granting of aid to social projects carried out by non-profit organizations. In 2012, 202 projects received funding of €1.9m in all, with a maximum of €10,000 for each project.
- Adherence to the Code of Good Practices.
- BBVA also maintains its commitment to the communities where it operates. One example is the launch of the 3rd “Valores de futuro” (Future values) educational program, which aims to promote financial literacy in Spanish schools and instill values such as prudence, responsibility and solidarity.
A number of awards and special mentions were received, of which we may highlight:
- BBVA Spain was recognized as the Best Global Bank at the 2012 awards organized by the British publication The Banker, which is part of the Financial Times group. The magazine highlighted BBVA’s capacity to continue growing organically by making the most of the opportunities arising from the restructuring of the Spanish financial sector. In the current adverse environment, the Bank has continued to increase its customer base and win market share in payroll and pensions.
- The Private Banking unit has been named the best private bank in Spain for the third year in a row at the 2012 “Global Banking Awards”, granted each year by The Banker magazine.