My son’s second grade class has been learning about maps and, last week, I had the opportunity to introduce the class to GIS (geographic information system) software. Once I got over the fear of being in front of twenty-two unpredictable kiddos (way more intimidating than a room full of executives!), it was important to find a simple way to explain why visualizing things on a map is so powerful and how it truly helps us make better decisions. I decided the best way to get the

“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

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

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