Wells Fargo 2015 Annual Report Download - page 10

and reduce the impact of climate
change. Our Environmental Solutions
for Communities five-year grant
program, begun in 2012, has funded
more than $9.8 million in grants
to more than 250 nonprofits to
date that promote conservation
and environmental sustainability
in communities across the U.S.
We work hard to make our
internal operations more ecient
by minimizing waste and using
renewable sources of energy.
Today, more than 20 million
square feet of oce space across
418 bank stores and other locations
is Leadership in Energy and
Environmental Design (LEED)
certified. The U.S. Green Building
Council recognized our leadership,
naming us the “green” building leader
among financial institutions in 2015.
More information about our
community eorts is available
in our Corporate Social Responsibility
Report at wellsfargo.com under
“About Wells Fargo.”
Earning relationships
with our shareholders
We also work to build long-term
relationships with our shareholders
and earn their confidence through
our performance over time.
We believe that we attract
shareholders and sustain
relationships through the many
long-term advantages that we oer
investors, including our leading
market share in cornerstone products;
diversified and balanced revenue
sources; strong risk discipline;
experienced management team;
and consistent culture.
These advantages and our
financial performance have enabled
us to continue to return more capital
to our shareholders than in the
previous year. I noted earlier that
in 2015 we returned $12.6 billion
through common stock dividends
and net share repurchases.
Further reinforcing the long-term
nature of our commitment, Wells Fargo
leads in total shareholder return among
our bank peer group over the past
five- and 10-year periods (ended
Dec. 31, 2015).
Actively preparing for the future
While we take great pride in the
relationships we are earning today,
and those we’ve earned over our
history, we are hardly anchored
to the past. The world is changing
rapidly, and one of the ways we
keep the customer at the center
of all we do is by innovating.
In addition to the six priorities
I mentioned earlier, which
we concentrate on daily, we have
identified four drivers that we
believe are critical to our
future success:
Creating exceptional
customer experiences
Customer experience is at the
core of our Culture of Caring focus,
in how we treat our customers and
each other. As our team members
do their jobs, they demonstrate
a positive and caring attitude for
customers every day. This mindset
is so important to our success that
I like to say we hire for attitude and
train for aptitude.
Exceptional customer experiences
also stem from a can-do mindset.
If there’s a better way, we’ll work
hard to find it for our customers.
For example, we enhanced the
account-opening process for our
retail banking customers in 2015
through our “Steps to Better Banking”
program. The program provides
information about how to avoid
service fees, explains choosing and
setting up numerous types of text
alerts, and oers other key resources
— all within an hour of opening
an account.
A third mindset of caring for
our customers is realizing that
at Wells Fargo, we are better together.
That means communicating clearly
with our customers, such as sending
timely alerts on account transactions.
And we provide free retirement
assessments and online educational
resources such as our Smarter
Credit™ center and My Money MapSM,
Total Shareholder Return (annualized)
Ended Dec. 31, 2015
5yr Rank 10yr Rank
Wells Fargo 14.7% 1 8.5% 1
Bank of America 5.4% 11 -7.6% 10
BB&T 10.5% 6 2.7% 5
Capital One 12.4% 2 -0.4% 6
Citigroup 2.0% 12 -18.6% 12
Fifth Third Bancorp 9.2% 8 -3.5% 8
JPMorgan Chase 12.1% 4 7.9% 2
KeyCorp 10.3% 7 -6.3% 9
PNC Financial 11.9% 5 7.1% 3
Services
Regions 7.9% 10 -9.5% 11
Financial
SunTrust 9.1% 9 -3.0% 7
U.S. Bancorp 12.1% 3 6.6% 4
S&P 500 (SPX) 12.5% 7.3%
KBW 9.1% -1.0% 
Nasdaq bank
index (BKX)
Source: Bloomberg, includes share price
appreciation and reinvested dividends
an online tool that enables customers
to track spending, budgeting, and
savings in easy-to-understand charts.
We care deeply for our customers
and want to do all we can to help
them achieve financial success.
Digitizing the enterprise
We continue to make new
technology offerings and channels
available throughout our businesses.
Our customers have responded
enthusiastically to text and email alerts,
payment solutions like Apple Pay™
and Android Pay™, and pilots
of biometric customer authentication
for both business and retail customers
that we expect to roll out later
this year. We introduced the
yourLoanTrackerSM service in 2015
to allow our customers to monitor
the status of their loans throughout
the home-financing process using
their computer, smartphone, or tablet.
We are careful not to create new
technologies in isolation; the value
of innovation is when technology
is aligned. This means that all
of our distribution channels
— locations, phone banks, ATMs,
 |2015 Annual Report