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Revolutionising the branch experience

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In recent decades the advent of online and telephone banking has led to speculation that the branch environment will become a rarity over the next 10-20 years. In reality banks are learning to adapt; investing time, money and new technologies to provide customers with a much improved and personalised experience within their in-branch environments. Here are our tops tips for revolutionising the branch experience for your customers.

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innovation intelligence inspiration

In recent decades the advent of online and telephone banking has led to speculation that the branch environment will become a rarity over the next 10-20 years. In reality banks are learning to adapt; investing time, money and new technologies to provide customers with a much improved and personalised experience within their in-branch environments.Here are our tops tips for revolutionising the branch experience for your customers.

Working alongside a wide range of financial services providers our Financial Services team help key stakeholders understand the market; from brand strategy, new product innovation and customer understanding, to marcomms and ensuring compliance with FCA regulations.

If you would like to find out more about our financial expertise please contact a member of our Financial Services team.

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the branch experienceRevolutionising

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How does the branch experience fit with brand perceptions? There should be a synergy between the two and if there isn’t, action needs to be taken. The branch experience is a vital ingredient in building trust in the brand and enhancing your reputation.

Your customers won’t just rate the branch experience from the level of service they get once served.The entire customer journey from the appearance from the outside, to how welcoming the environment is on the inside will help form customer opinions of your brand.

From the outside in

Any refurbishment needs to meet with universal approval and be the format that the competition wants to emulate. From the introduction of open counters or installation of Wi-Fi, changes need to have a significant positive impact on both the customer and staff experience to maximise brand perceptions.

keep ahead of the

competition

offer a helping handYour customers will want to find the most efficient way to complete their task. Empowering staff to engage with customers will reassure them and help them fulfil their task more simply and quickly. It can also help customers embrace new technology e.g. using a machine to cash a cheque rather than the cashier desk.

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If they don’t

notice, they

won’t know

Understand the role your marketing communications are playing within the branch experience in terms of awareness and engagement. It’s important to evaluate the impact posters and leaflets have in terms of design and location, identifying messaging and tone of voice; as well as the impact on product knowledge and importantly product sales.

It is important to understand how customers navigate your branch. Do they rely on signage – do they even notice it? Are the Welcome Desk and signage in the right location? If the layout isn’t intuitive they won’t engage positively with your brand.

are your customers lost?

Offer customers a range of preferences for personal communication, from text, email or online alerts. Tailoring your services at an individual customer level will help build engagement with your brand.

keep in

touch! 7embrace

technology

The use of digital technologies, including iPad support, WI-FI and digital posters, are now used across many branches. Technology needs to provide a positive and cost effective advantage over traditional formats, so it’s important to ensure that it’s effective and identify its appeal across different audiences.

Maximise

the brand