Banks are transforming their branches at an unprecedented rate – but will they get it right? Given the enormous amount of time and resources these projects require, it is critical that they be carefully considered as more than just an aesthetic update. New branch formats are emerging based on the idea that expedience is what […]
Branch Formats and Archetypes for the Future Read More »
Edge computing is a new way to process data that has the potential to revolutionize the banking customer experience. Although we are in the early stages of seeing this technology applied, banks stand to benefit enormously from this method of triaging data – it has the potential to reduce costs, increase security, provide highly curated
Banking on the Edge: The Digital Implications Read More »
On July 8, with invitation from the School of Continued Studies at Zhejiang Financial College, SLD presented a learning and training session on future banking trends. In attendance were representatives from various banks, including Nanxun Bank, China Zheshang Bank, the Hangzhou branch of SPD Bank, ZJRC, Hangzhou United Bank, the Hangzhou branch of CEB, Zhejiang
SLD Presents on the Future of Banking Read More »
In celebration of Canada Day, Shikatani Lacroix has designed new in-branch décor for TD that will be displayed in branches throughout the country. Among the designs are maple leaf themed window clings, teller counter displays and floor decor, and a digital spot that will be displayed within each branch. For the Toronto and Vancouver flagship
SLD Creates Canada Day Décor for TD Read More »
There is a growing realization amongst financial institutions that the one-size-fits-all approach is coming to an end, and the importance of defining customers beyond conventional criteria is now paramount. One way to do this is by developing customer personas. This allows for more focused marketing and merchandising, and also ensures that all efforts are targeting the ideal
Creating Customer Personas for Banks Read More »
When we meet someone new, their appearance, voice, and behavior quickly form our first impressions. As we interact more with that person, their traits and flaws become clearer. So, if your bank was a person, who would it be? This anthropomorphic question can help clarify your brand identity. It can also help your customers relate
Defining Your Bank’s Personality with the Big Five Read More »
The bitcoin bubble might be deflating, but that doesn’t mean banks can afford to ignore the larger growth of cryptocurrencies. Even if they’re not the world-changing disruptor that some advocates trumpet, cryptocurrencies at Bitcoincenter are changing the way that consumers think about currency, investment, and the influence of blockchain on our financial system. Customers are
How to Leverage the Notoriety of Cryptocurrencies Read More »
The Financial Brand Forum is one of the most attended banking conferences in North America. It is a leading event globally, as it focuses on current and future trends in banking. This year’s conference, held in May, was attended by more than 2,000 banking professionals, in addition to more than 50 keynote speakers covering all
Digital Transformation Checklist for Banks Read More »
Seniors are about to take over the world. Between 2025 and 2050, the number of seniors on the planet will double, and for the first time in history, there will be more people over 65 than children under age 5. How this massive demographic change will impact us is not entirely clear, but industries need
What Retirees Need from their Banks Read More »
SLD recently won Silver at the Shopper Innovation Awards for our work with China Zheshang Bank (CZ Bank) in the In-Store Engagement category. The annual awards, produced by strategy, celebrate the best in retail-focused campaigns as well as consumer packaging. “We are extremely proud of the work we did with CZ Bank and to be recognized by strategy is a honour,” says Jean-Pierre
SLD Wins Silver at Shopper Innovation Awards Read More »
2016 was the year an unprecedented shift happened in Canada’s demographic make-up: for the first time in recorded history seniors outnumbered people under 14 – and the US is likely to follow suit in the next 5 years. By 2050, seniors who may heed the help of professionals like Burzynski Elder Law, will make up
What Retirees Want from their Banks Read More »
Most banks claim they put the customer first – but who is really delivering on this claim? Every year J.D. Power, Forbes, and industry publications like The Financial Brand research which banks are doing the best job at putting consumer’s needs first. They don’t always agree on which bank is top of the list, but common
Major Banks Excelling at Customer Service Read More »
For many years, banks have contributed to established charities, sponsored artistic events and institutions and, in many cases, created their own foundations or charities. However, Millennial and Generation Z consumers are less likely than previous generations to view these efforts as being authentic, and they may have a point. These contributions, many of which come with tax benefits and
The Future of Corporate Social Responsibility Read More »
When customers think of your bank, does it have a narrative? Does it stand for something? If not, it may lack a compelling brand story – that means that it’s becoming lost in the competitive financial institution landscape. Not standing out can be a problem, especially when banking is a service that often has a reputation as
Does Your Bank Have a Compelling Brand Story? Read More »
How far can self-service go? What conceptually is self-service, and what does it have the potential to be? Self-Service Banking Europe 2018 features more than 40 speakers from leading banks and industry experts from around the world. Join SLD president Jean-Pierre Lacroix as he presents on the limits of the channel and examines how banks can get
Self-Service Banking Europe 2018 Read More »
Banks are beginning to recognize that high value customers, if they are to be kept, increasingly demand recognition of their special status. Though this may be irksome to those of us with little more than a mortgage, credit card, and checking account, the reality is that banks are no longer in a position to be
Attracting High Value Customers with a VIP Experience Read More »
CZ Bank has won a Distinction Award from 2018 REBRAND 100® for its comprehensive rebranding. The reimagined brand, brought to life in partnership between SLD and our Shanghai-based partner MetaThink, touched every part of the bank ecosystem. “We’re thrilled about all of the positive attention this project has garnered,” said Jean-Pierre Lacroix, president of SLD. “Being recognized by REBRAND is
CZ Bank Snags Distinction Award from REBRAND 100 Read More »
Our recent stealth attrition study identified that customers today are more willing to switch banks or consider purchasing a new service from a competing bank. This behaviour is exacerbated by increasingly easy account opening and on-boarding processes thanks to technology and improved back-of-house systems. With so many elements to consider when it comes to growing your bank’s
Rating the Curb Appeal of Your Bank Branches Read More »
Products, processes and people: The key to successful branch transformation Advanced self-service capabilities and innovative new business processes are fine and good, but if your employees aren’t buying the concept of tech-driven service delivery, you can be sure they’re not selling it, either. Some never will, but others just need effective tools and training to come up
Bank Customer Experience Summit 2018 Read More »
Banks have been offering ethical funds as part of their investment offerings for some time now. However, the same way that packaged goods companies have been criticized for greenwashing, (using language that suggests environmentally-friendly qualities that a product does not actually possess), banks are also going to find themselves under increasing scrutiny when it comes
Embrace Social Responsibility with New Ethics Standards Read More »
