Can you spot the difference between great in-branch communication and bad?

Do you have an eye for an extraordinary client experience?  See if you can spot the elements of a bad branch vs a good branch with this Banker’s edition of I SPY. 

Building a great branch is one thing, but equipping it with the right types of technologies and communication solutions is key to a retail-friendly and advisory in-branch experience. However, this is harder said than done. Marketing is both an art and a science and requires a true understanding of what clients want and need. So what exactly do they want and need when it comes to communication?

Just a few examples include:

• A way to easily identify what your financial institution has to offer them and how they can take advantage
• Clear directions on branch operations as well as updates on important information
• On-brand content that is relevant to them and the community they are in
• Engaging, interactive content that gets them off their phones and paying attention to your messaging
• Content that assists with things like financial learning, onboarding, appointment scheduling, and more

Now that you know what clients want, you have an upper hand for these I SPY challenges. Are you ready to play? 

THE BAD BRANCH

DIRECTIONS: READ THE CLUES BELOW AND FIND THE REFERENCED ITEMS IN THE DISPLAYED BRANCH. 

CAN YOU SPY...?

• I spy a digital screen that is usually found in your living room and will soon malfunction.
• I spy a barrier that tellers stand behind. It prevents relationships from forming and encourages clients to leave as quickly as possible.
• I spy an easily forgotten and outdated form of communication that can cause more trouble than it’s worth. Once it is posted you may forget to take it down.
• I spy a communication tool often used at restaurants that can lead to inconsistent messaging from one location to the next. (Hint: Handwriting skills can make or break this!)
• I spy a private place that prevents branch managers from seeing what is going on in their branch while also bringing open communication to a screeching halt.
• I spy a collection of outdated papers that get lost in the mix, collect dust, and require regular updating.

Want to see if your answers are right? 

THE GREAT BRANCH

DIRECTIONS: READ THE CLUES BELOW AND FIND THE REFERENCED ITEMS IN THE DISPLAYED BRANCH. 

CAN YOU SPY...?

• I spy an eye-catching way to display community events, local business spotlights, and even a local event feed.
• I spy a bar where clients can sit to transact and discover new products.
• I spy a flexible spot where associates can serve clients or use it as a workstation. A bistro-height station makes conversations flow more freely.
• I spy a wall that screams WOW when you look at it. A massive branding element as the focal point of the branch.
• I spy a place where staff and clients can work together, without a barrier, and collaborate, standing hip-to-hip.
• I spy an innovative way for clients to interact with products. (Hint: It’s a nice touch for any branch.)

Want to see if your answers are right?