Return on Investment for Branching

Is the deck stacked against the physical branch? Priorities, priorities. A recent study released by the Financial Brand revealed the top priorities for financial institution (FI) marketers. In order of priority: 1) Increase Wallet Share, 2) Increase Loan Growth and 3) Acquire New Customers. Given the branch has historically been a dominant tool in the FI […]

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The Changing World of Call Centers

“One-And-Done” is the new expectation. Re-thinking everything. In today’s multichannel, no omni-channel world, the call center is in the midst of a transformation.  The transformation is comprehensive and involves rethinking performance metrics, staffing issues, and work space. In the area of performance metrics, financial institutions (FIs) are recalibrating to better align in a omni-channel world.  No longer can […]

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Loan Growth | 7 Ripples Through Your Main Office

Growth means we have to plan for today and position for tomorrow. Riding the Loan Growth Wave. Earlier this week, the FDIC reported that banks had a blockbuster second quarter. The nation’s 6,058 FDIC banks earned $43.6 billion in the second quarter, up from $39 billion in the first – a 1.4% rise in net income. These earnings […]

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Branch Transformation and Safety…A Great Marriage!

Could the evolving role of the branch actually lead to fewer robberies? As we think about branch transformation, one of the overlooked benefits in the rush to design-build a customer or member-centric environment is safety.    The 2014 Bank Crime Statistics compiled by the FBI recorded 3,879 robberies of financial institutions in the U.S.  The breakdown […]

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Branch Transformation | An Omni­-Channel Experience

omni-channel

A new distribution network emerges…Omni-Channel Today’s financial services environment is characterized by change. The drivers of change include consumers, technology, and delivery systems. Moreover, financial institutions must change with these elements to remain relevant and competitive in today’s omni-channel economy. In addition, balancing service to younger and older segments and their preferences for how service is […]

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How are Branches Relevant?

The role of the branch has changed- and there’s no going back. Three articles crossed my desk recently that combine to tell an interesting story about branch banking. Each article conveys how retail branches are indeed relevant and point out some “musts” for community financial institutions (FIs). Customer Satisfaction scores are dropping First, Cornerstone Credit Union […]

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Core Philosophy

Over the last 13 years we have partnered with hundreds of FIs to help them grow and improve performance. Our company is built on a continuum of five levels of service that exist in every financial facility project (Strategic Consulting, Real Estate, Design, Construction and Branding).  The power of LEVEL5 is the integration of these services […]

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ECCU – Measuring Branch ROI

Branch ROI and Engagement – Great Bedfellows! Modular facilities, limited visibility and modest brand image are not exactly recipes for success in dynamic retail areas, but when desire meets capabilities, the result is transformation. This is a story about one Credit Union’s journey toward a shift in culture, member experience…and the results they achieved. Educational […]

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PLACES! TRAINING

PLACES! is designed around a theatrical theme. As in a theater production, everyone in the “cast” or your organization has a place, whether it is onstage out in front or back stage behind the scenes. No matter the role, everyone must know their lines and be ready to make a vital contribution as part of […]

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PROFESSIONAL DEVELOPMENT OFFERINGS

Computer-Based Training via Webinar Each Webinar is topic-specific. Included in the investment are: A toll free call in number in advance of each Webinar A master “learning guide” suitable for reproduction in advance of each Webinar Professional facilitation of each Webinar An audio reinforcement (in an MP3 format) after each Webinar A select list of […]

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