[Updated August 2025]
In today’s digital-first world, you might assume face-to-face banking is a thing of the past—especially with younger generations. But that’s not the case.
In fact, TD Bank found that 57% of Millennials still prefer visiting a branch when making big financial decisions like mortgages, auto loans, student loans, or investments. Even in an age of apps and automation, people still value human conversations for complex matters.
This trend isn’t limited to banking. Just look at Apple—a brand at the cutting edge of technology. Their Apple Stores thrive not just because of great products, but because people schedule appointments to get personalized help from Apple Geniuses. The model works.
What This Means for Credit Unions
Your members want access to in-person help when it matters most—and they want the convenience of booking that time online or from their phone. That’s where Better Lobby comes in.
With our Mobile Appointment Booking Tool, credit unions can offer:
✅ Easy online scheduling for expert consultations
✅ Mobile-friendly design for booking on-the-go
✅ Staff-specific appointments for specialized needs
✅ Fewer walk-in surprises and more prepared conversations
Personal Banking, Modern Tools
Your branch is where trust is built. Let members connect when and how they want to—with modern self-service tools that lead to better human service.
Key Takeaway:
Even in a digital world, face-to-face banking isn’t going away—it’s evolving. With Better Lobby’s online and mobile appointment booking, your credit union gives members the power to connect with the right person, at the right time, for the moments that matter most.
The following section is the original post from October 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
The only place that a consumer can have a face-to-face interaction with a person is at a branch. But who wants this in an increasingly digital age? It turns out just about everyone, including the Millennial demographic that most people assume would never want to walk into a branch.
For example, TD Bank’s recent research on banking preferences of Gen Y found that 57% of them want to come in and talk to a real person when they are making big decisions on their mortgages, or they are buying a car, or student loans, or investments.
Branch detractors fail to recognize that even the most gadget-addicted consumers still want eyeball-to-eyeball human assistance when it comes to big financial decisions, to obtaining financial advice, to applying for many types of loans, and simply to clear up some error or misstep. The branch is a place to make a human connection which simply cannot happen in the other channels.
It is interesting to note that Apple, considered by many to be the ultimate high-tech company, has found great success with their Apple Stores and many analysts agree that one of the reasons the Apple Stores are so successful is that a lot of the traffic there is prearranged. People go online and make appointments to meet with Apple Geniuses.
Key Takeaway: The branch of the future is all about personal assistance and advice, so your credit union should make it easy to book an online appointment with an expert. Our Mobile/Web Appointment Booking Tool Module, which is the first appointment tool designed specifically for credit unions, is the perfect way to make this a reality.