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
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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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