You had a list. You checked it twice. You must be done… shew (wipe of the brow). Now it’s time to sit back and reap the rewards of your branch transformation efforts… Please, No! Don’t stop here! Branch transformation is not a one-time project to check off a priority list. It’s not a piece of equipment, or any one item. It is a long-term commitment to transforming your culture, bringing along both your employees and customers, and adapting to changes as the industry evolves.

“So, let me get this straight. You want me to open new accounts, complete personal loans, AND process transactions?” We’ve heard this all before. A poorly executed shift to a universal banker model from a traditional teller/seller model, along with open concept banking, will cause severe heartburn for associates. For executives, the transition seems so easy on paper – it’s a leaner, more efficient model and far more profitable for the institution. The truth is, this shift doe

We’ve employed the same service vendor for almost a decade. The service has been moderately priced, and we’ve received moderate quality of service to match. Given that the owner is kind and very reliable, we’ve overlooked often rushed service and a few corners cut here and there. When I think of our interactions, I’m always smiling and polite. How would they know that we’re not completely satisfied with the service we’re receiving? The truth behind my smiles is that we’ve bee

We’ve all seen pictures of ultra-modern branches with Jetson-like features. Many can be mistaken for coffee houses or Apple stores with bright lighting, digital walls, and high-end modular furniture. While these new designs may be pretty, are they functional? It’s no longer just about keeping up with the banking Jones’, it’s about being compared to the retail, food service, and hospitality industries. The consumer experience benchmark has been set by the Amazons, Chick-Fil-As

By “creating space,” we don’t necessarily mean adding more square feet. More likely than not, “creating space” won’t require one additional square inch and may even lead to reducing your physical branch square footage. It's about being accessible to your customers in the ways that work for them. How are your customers currently interacting with your institution? How are you learning more about their preferences? Through industry research? Directly asking them? Testing and lea

We use the word “data-driven” [a lot!] to describe the strategic recommendations we provide to financial institutions and retailers. And, the truth is, with so many buzz words in our business lexicon, our beloved ‘data-driven’ may be interpreted by readers as another puffed up word that carries little weight. Conversely, some people may even assume that we’re referring to a fully-automated decision tool, with no qualitative input woven into our insights. Instead wondering how

Your employees are typically the first contact customers have with your institution. It is your one chance to make a great first impression - the spark they create can incite a revolution to the entire customer experience. Engaged employees truly care about your customers. They carry an emotional attachment to your institution and its goals. These employees are proud of where they work and want the institution to be successful, not just themselves. High engagement with your e

Providing convenience for your customers includes being easily accessible. Sometimes this means being embedded in their mobile device with slick features, sometimes this means a simple and powerful online banking platform, and sometimes this still means a physical location in the community. Consumer preferences continue to show that consumers of all ages frequently turn to in-person service for opening new accounts, addressing more complex questions, and seeking financial adv

While we spend much of our days thinking about convenience in terms of customer and member experience at financial institutions, I had never looked up the definition of the word. According to Merriam-Webster’s online dictionary, convenience is defined as follows: 1: Fitness or suitability for performing an action or fulfilling a requirement 2: Something (as an appliance, device, or service) conducive to comfort or ease 3: A suitable or convenient time 4: Freedom from disc

Choosing the branch at which to conduct the pilot and purchasing the technology are truly just the first steps in the process of implementing a new branch model. Institutions that are most successful in integrating technology in their branches, and generating a return on investment, take the time to think through the choreography of the customer experience in the new model. Have you thought about: Where employees will stand? When they will engage with the customer? What skill