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 »
The longevity of bank branches and other legacy channels have been called into question. As channel strategy shifts, so must the ways that financial institutions interact with their customers. In this white paper, independent banking adviser David Cavell explores the value of bank brands, branches, and channel strategy. Fill out the form below to download
Channel Strategy and the Bank Brand Read More »
The customer journey is one that starts well before customers open an account, and continues, repeats, and ideally builds loyalty throughout the relationship. Certain touch points along that journey can become routine experiences or signals that customers come to expect and associate with the brand. Pleasant rituals can help to build stronger relationships with consumers and repeated
Three Great Ways to Welcome Branch Customers Read More »
We recently launched a new branch design in Beijing for CZ Bank, which included a cute and entertaining robot with was cartoon-like features and a child-like voice. The purpose of the robot was to serve as a secondary greeter when the branch was extremely busy, and although it functioned as planned, its role was more to
Meet Erica, Your New Robot Banker Read More »
Crafting a ‘Branch of the Future’ Design Strategy in the Digital Age As the role of branches continues to evolve, banks and credit unions alike are wrestling with big questions about their retail strategy. How do you ensure your branch network remains relevant with today’s digital consumers? Should you consider alternative branch formats, and if
Financial Brand Forum 2018 Read More »
“Smart banking” is a catchy phrase that implies that the banking experience is better for customers. But the reality is that smart banking isn’t any smarter than banking used to be. This white paper explores the limits and possibilities of the smart banking trend and will help you decide if it’s right for your financial institution. Fill out
Are Smart Banks a Smart Idea? Read More »
The biggest challenge in any industry, from foodservice to banking, is the fact that customer loyalty is always diminishing. With new start-ups, disruptive platforms challenging the status quo, and aggressive competitors who want to win at any cost, the quest for customer loyalty has never been more difficult. It’s not that the factors or metrics
What Drives Customer Loyalty? Read More »
2017 marked a strong shift in the political climate with the election of a controversial American president. Nationalist and liberal factions are widening around the globe, climate change is lashing out at the planet with increased flooding, hurricanes, and wildfires, and NAFTA appears to be hanging by a thread. What does all this mean for banks?
Predictions for Retail Banking in 2018 Read More »
If you had a problem with your mortgage, which of these experts would you trust for advice? A) A bank advisor; B) a television personality; C) your parents; D) the internet. The answer might seem obvious, but you’d be surprised how many people would have trouble figuring out the solution. We’ve talked before about the advice
Who Customers Turn to for Financial Advice Read More »
There is a growing trend for banks to partner with millennial-friendly retailers in the hopes of driving traffic and relevancy for their branches. From credit unions to large banks, such as Capital One’s foray into cafe experiences that rival some of the best coffee chains, the allure of finding a complimentary partner to drive branch
No, Your Bank Doesn’t Need a Coffee Shop Read More »
Defining the future of banking is a difficult endeavor we have decided to take on, and one key aspect we are often asked about is whether or not the channel structure will resemble anything we are familiar with, or if it will drastically change. Before we look at how we believe the channel strategy will
What Will Channel Strategy Look Like in 2025? Read More »
There is no question that automation can provide banks with benefits beyond efficiency. However, in the excitement around the new possible efficiencies that more intelligent machines can offer, banks may be inclined to jump the gun and invest in a “smart” system that will end up costing them in the end. Not only is there
What Not to Automate Read More »
Virgin Money got some well-deserved attention this week for its new UK retail space, which features bowling, air hockey, pool, and other lounge elements to redefine the banking experience. In an industry often seen as stodgy and old-fashioned, Virgin Money did the unthinkable – it made banking fun. So, whether you’re planning your own exciting new branch
7 Novelty Experiences for Retail Banks Read More »
Preparing an effective Request for Proposal (RFP) can make the difference between a successful or an unsuccessful bank transformation. This white paper covers six strategies for creating a strong RFP based on three decades of experience on both the client and supplier sides of the experience. Fill out the form below to download the full
Preparing Your Bank Transformation RFP Read More »
Avoid Branch Disruption The death of branches is a topic of many boardroom discussions, but has been greatly misunderstood and even exaggerated. From channel restructuring to branch footprint downsizing, as well as the use of new digital technologies to reduce the cost of transactions, banks have done a great job of reducing the customer experience to
Branch Transformation 2017 Read More »
Small businesses are the epitome of what has been called the American Dream. Entrepreneurship, the idea that anyone who has something to offer can set up shop and earn their living contributing to their community, is in many ways a cornerstone of the American cultural identity. It is more relevant today than ever before, with
How Banks Can Drive Growth for Small Businesses Read More »
Suzanne Cluckey of ATM Marketplace wrote about Jean-Pierre Lacroix’s presentation at the 2017 Bank Customer Experience Summit: Some years ago, the president of [SLD], a company that specializes in brand strategy and customer engagement, sat in a meeting with senior leadership at Kodak, a client company. He was there to present research on a promising new business segment —
Branch Transformation by Design Read More »
Breaking Branches – Learning Lab For the unprepared, branch transformation can be a Herculean task. That’s why Jean-Pierre Lacroix, an expert in brand transformation, and Stephen Griffin, who led the transformation of Regions Bank branches, will lead a workshop on breaking (and rebuilding) branches at BAI Beacon. A select group of attendees will have the opportunity
With the Equifax hack dominating headlines, consumers are once again reevaluating the relationships they have with their banks. It can be difficult enough for customers to trust large financial institutions when they think everything is working fine, but in a new age of cybercrime and insecurity, it is harder than ever to convince the public that your
Building Privacy into the Branch Experience Read More »
