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Mass Bankers Association

Published on January 2017 | Categories: Documents | Downloads: 3 | Comments: 0
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Transforming the client experience
For the past 10 years we’ve driving our customers to external touch points.

• • • • • •

Call Centers ATM’s Smart ATM’s Video Tellers On-line Banking Mobile Banking

Branch efficiency is more important than ever.

Most branches remain transactional

Need to become interaction centers

What are your customer’s stories they tell themselves …

ef·fi·cient !(-fshnt) adj. 1a. Acting or producing effectively with a minimum of waste, expense, or unnecessary effort. 1b. Exhibiting a high ratio of output to input. Efficiency comes in 2 flavors: Savings & Growth
!"#$%#$% &'()*+,-.+,/ %

Efficiency through savings

Efficiency: Savings
• • •
Staffing model Design & footprint Retail mentality (thinking differently than we have in the past) Sustainability Technology

• •

Universal platform
• • • • • •
Apple store Open environments Customer friendly and engaging Stream line training Cost effective for institution Improves brand consistency

Retail mentality

• • • • •

Vertical spaces Mechanicals Educate consumers Nighttime projection Extended hours

Technology
• • • • • •
Teller pods Cash Recyclers Smart ATM’s Video tellers Digital & touch screens Furniture solutions

2500 sq. feet

Sustainability

• • • • •

Lighting Heating & cooling Solar Print on demand Digital messaging

Efficiency through growth

Efficiency: Growth
Maximize your building and your people.

• • • • •

Extend your hours: real or perceived Repurpose your space Exterior engagement Making customers smarter Technology

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Webster F Saving

136 Thom Webster,

"

Space Modification

Exterior engagement

Technology

The consumer is in control …

No instructions. No keyboards. No limits.

!"#$%#$%

&'()*+,-.+,/

"

Digital messaging
• • • • • •
Efficient footprints Expanding product offerings Growing community involvement Expanding social media engagement Younger demographic Deliver brand and emotional experience

Interactive messaging
• • • • • •
Engage customers and prospects Self help stations Deliver information at the customers convenience Selling cues Print & email on demand Projects forward thinking

In closing
• • • • •
Think of being efficient as a two way street. Determine your branch model Spend time on great design (at least once) Develop alternative reasons for in-branch engagement Look to retailers for inspiration

Thank you!

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