5 steps to tackling a branch network transformation

first_img 3SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Danielle Havlicek As Senior Creative Director, Danielle’s 15 years of interdisciplinary design experience in the financial industry make her an asset to the La Macchia Group team. Her resume reflects a … Web: www.lamacchiagroup.com Details Today’s digitally savvy consumers have high expectations, and retail brands are racing to design new ways to meet and exceed those expectations. To win the race, retailers are focused on driving activity and differentiating themselves across an increasing span of channels. Mobile apps, conveniently-located stores, social media outlets, and more, all need to have a consistent message and provide ways for consumers to enjoy every touchpoint they choose. Whether they are in-person or self-service, how does a credit union best connect with their current and future members while maintaining a consistent user experience? The branch network plays a critical role in building trust and credibility, facilitating higher quality financial interactions that lead to higher margin products and services. Reimaging the branch network for the digital era should be viewed as an opportunity to reduce cost, increase revenue and enhance the user financial experience. Here are five steps to tackle a branch network transformation.Step 1: Leverage Data to Gain Strategic InsightsIn order to support brand loyalty and craft a meaningful user experience across a branch network, market research and analyzing member demographics is essential. The consumer mindset is the single biggest driver of change. The best way to decipher your membership and market needs is by analyzing some key areas that will provide the framework needed to attract, retain and achieve brand loyalty for every generation. From socioeconomic profiles of your membership to analyzing the competitive landscape of your market, the data uncovered from this research will provide the insights into your future success. Step 2: Craft the Member Journey Today’s consumer choices are driven by experience. They want an experience that is comfortable, user-friendly and dynamic; one that resonates with them on a personal level. That means that whether they are visiting the flagship location, a small local branch or engaging through a walk-up or drive-thru service they have a consistent and memorable brand experience. When considering a branch network transformation, the design development process considers strategies for achieving brand consistency. What is the member’s purpose, motivation, preferred medium and expectation along their journey through a branch? Being able to design with the answers to these questions in mind, allows engaging touchpoints to be created, moments that enhance member relationships. Step 3: Establish a Distinct BrandDifferentiation begins with a unique brand. A brand is an expression of your organization’s DNA. It communicates who you are, and by infusing your brand into every financial touchpoint you create a memorable experience for your members. Your brand doesn’t stop at your door or after a member leaves the drive-thru. Creating a strong brand presence in your community and membership drives brand loyalty and brand awareness. Your brand should stand out from your competitors and convey a message that is unique to your business.Step 4: Integrate Technology Technology is a powerful tool that when integrated properly can maximize member engagement. It should be seamlessly integrated into the structural environment in a multifunctional way so that it offers a means of entertaining, communicating, connecting, educating and transforming. We believe in an artful, strategic blend of technology and architecture. It should be branded, strategic and engaging. And the integration of the right technological platforms should be traceable back to the market and member research. Weaving in the right digital platforms will increase engagement and enhance the member experience. Digital content within a space can influence user behavior and also be a resource for your members to interact with your brand. Whether a member is logging in to your mobile app from miles and miles away or while entering the space and viewing a display with the latest events in the branch, that digital content experience should be reflected across all delivery platforms at your credit union. Step 5: Develop a Scalable Kit-of-Parts Establishing interior and exterior elements that can be leveraged across a branch network, no matter what the existing building looks like or when it was acquired, are important for a consistent member experience. These options can be scaled for consideration of a light cosmetic update for an existing space, tackling a more extensive remodel or new construction. The welcoming feel of the entry, the general ambiance, the ease of use, the helpfulness of staff, the accessibility of the drive-up, all of these touchpoints effect the user experience. Impactful design elements and subtle details work together to achieve a consistent User Financial Experience no matter the location.  Consider the brand elements, member-facing finishes and materials, and the technology as examples of a meaningful kit-of-parts. Consideration of the entire branch network collectively with your team across departmental silos will aid in a successful overall strategy that will differentiate you from the competition. Utilizing data and performance metrics to identify areas of focus, developing member journeys based on what current behaviors are of interest, living the brand, infusing technology and communicating a toolkit that can be site specifically adapted all play a major role in the success of a branch transformation strategy.With decades of collective experience in the financial industry, La Macchia Group provides turnkey solutions, including project management to orchestrate the most cost-effective and seamless approach to your branch transformation journey.last_img read more

Ex-Spurs boss Sherwood makes ill-timed joke about Lloris horror arm injury

first_imgTIM SHERWOOD wasted little time turning the knife on Hugo Lloris by making a joke about his horror arm injury while he was being treated in hospital.Lloris suffered a dislocated elbow after falling heavily on his left arm just 129 seconds into Tottenham’s game against Brighton.4 Hugo Lloris was left screaming in agony after suffering a horrific dislocated elbow in the defeat at BrightonCredit: ReutersThe 32-year-old was left screaming in agony and needed morphine to help cope with the pain following the shocking incident early in the 3-0 defeat at the Amex Stadium.The harrowing scenes led to fears over the long-term health of the World Cup winner, with Manchester United keeper David De Gea quick to send his best wishes minutes after it happened.But former Spurs boss Sherwood, who managed Lloris during his time in charge of the North London club, was less sympathetic.The 50-year-old was working as a pundit at the game for the Premier League channel alongside Michael Owen – and minutes after full-time he was making a joke of the incident.The pair were analysing the mistake from Lloris in the seconds leading up to the freak accident, which had gifted Brighton an early lead.Sherwood said: “Listen, Hugo would hold his arms up if he could hold both up and say that, ‘that’s a mistake’.”The attempted pun was met with a blank response by fellow pundit Owen and experienced presenter Manish Bhasin in the studio.4 Tim Sherwood joked about Lloris not being able to hold both his hands up to a mistakeCredit: Twitter-EssayjamesAdvanced levels of shithousery from Tim Sherwood. Taking the piss at Lloris’ expense. Facial expressions of @_manishbhasin immediately after is priceless 😂😂😂 pic.twitter.com/iprKfuLfLQ— Adam Essay (@EssayAdam) October 5, 2019 More Tottenham newsHARRY ALL FOUR ITKane admits Spurs must win EIGHT games to rise into Champions League spotGossipALL GONE PETE TONGVertonghen wanted by host of Italian clubs as long Spurs spell nears endBELOW PARRSpurs suffer blow with Parrott to miss Prem restart after appendix operationPicturedSHIRT STORMNew Spurs 2020/21 home top leaked but angry fans slam silver design as ‘awful”STEP BY STEP’Jose fears for players’ welfare during restart as stars begin ‘pre-season’KAN’T HAVE THATVictor Osimhen keen on Spurs move but only if they sell Kane this summerLloris now faces having to spend the next two months on the sidelines while he recovers from the injury having been rushed to hospital on the South Coast by ambulance.But X-rays revealed at least there was no break to the bone, which means he is expected to return quicker than had initially been feared.Tottenham, meanwhile, now find themselves in crisis after a dismal fortnight which has seen them dumped out of the Carabao Cup by Colchester before being humiliated 7-2 by Bayern Munich in the Champions League.4 Lloris fell awkwardly on his left arm, dislocating his elbowCredit: Getty Images – Getty4last_img read more