An effective branch transformation needs to be more than just cosmetic and should help achieve the bank’s performance objectives while providing a frictionless customer experience and increased employee productivity. Focusing on the distribution model, analyzing branch behavior, managing wait times, and reevaluating success metrics are but a few things that go into getting branch transformation right.
As banks re-imagine the role branches will play in an increasingly digital world, many are looking at strategies that simultaneously elevate the customer experience and reduce overhead costs.
Source: www.currentbyge.com
For banks, bricks-and-mortar branch locations are as necessary as a giant vault. People want to see who’s minding their money. Many innovative banks like JPMorgan Chase & Co. are using smart infrastructure solutions to drive customer engagement while driving down energy use. LED energy-efficient smart lighting gives the branch greater wireless connectivity. Sensors control temperature and even count the number of customers on site.
Strategic use of digital signage can be an effective way to improve customer experience and engagement. Elements of successful signage include a balance of bank-related content such as brand messages, products, promotions, etc., as well as some non-bank content that is both entertaining and educational. This content should be generously supplemented by the tactical use of imagery that reinforces the brand messaging. Valuable signage real estate includes behind tellers, walls viewable by those waiting in line, sit-down waiting areas and entrance/exit walkways. Use signage to help make customer connections.