Engaging branches serve as a physical portal for consumers to connect with advisors and learn about the various ways through which they can interact with your institution. Designing a new branch is a wonderful, and obvious, opportunity to make changes. Even if you don’t have a chance to fully renovate, there are changes you can make to transform the customer experience in your existing space… Here are four key focus areas: Advise – ensure you have knowledgeable staff availabl

How we do our banking, or how we ‘fish’ in the financial world, is changing. The roles of branch associates AND the roles of “alternate channels” are both evolving. Reeducating your customers/members on how to interact with your institution is foundational in transforming your retail delivery network. Communicating with customers about the intended banking experience sets their expectations and helps them feel part of the change, allowing them to comfortably adjust and adopt

Consumers look to branches as a place to get advice and solve problems. What can consumers learn at your branch? As you update or refresh branch design elements, integrate tools that encourage your customers/members to connect with other channels and explore resources that help them along their financial journey. This sample discovery nook [below] not only includes comfortable lounge seating, it also incorporates a community board, digital marketing, tablets, and PCs. #branch