Why Credit Unions Are Creating Dedicated Video Meeting Rooms
In today’s world, flexibility is everything. That’s why more and more credit unions are setting up dedicated video meeting rooms—private, comfortable spaces where members can connect with staff through a secure video call. Whether they’re signing documents, asking about loans, or getting help with an account, these video rooms make it easy for members to […]
The Rise of Contactless Credit Union Services: What Members Expect in 2026
In the last few years, credit union members have gotten used to doing things quickly and safely—often without touching a screen or waiting in line. What started as a response to the pandemic has now become the new normal. Technology offers people the ability not to touch public surfaces. For example, some faucets and sinks […]
Accessibility for All: How Better Lobby Supports Inclusive Service
We believe every credit union member deserves a smooth, welcoming, and accessible experience—whether they’re in the lobby, booking an appointment, or checking in online. That’s why we’ve integrated powerful accessibility features into the public-facing parts of our platform using accessiBe, an industry-leading accessibility tool. Whether your members are booking online, checking in at a kiosk, […]
How Call Centers Can Use Better Lobby to Help Members Faster
Credit unions today serve a wide range of members—from young professionals juggling busy schedules to retirees who prefer personal attention. Some live nearby and love to visit in person, while others are on the go or live far from a branch. That’s why flexibility in appointments is more important than ever. At Better Lobby, we […]
Service Queue Notification Tool: Text Notifications That Make a Difference
Better Member Communication Starts with the Right Tools Every credit union wants to provide great service—but that’s hard to do without fast, clear communication. Whether a member is in the lobby or just finished an appointment, they may need more than a friendly smile. They might need a follow-up, a document, or just a reminder […]
Streamline Your Credit Union’s Operations with Better Lobby
Why Credit Unions Need a Smarter Way to Manage Lobby Traffic If you’ve ever walked into a busy credit union lobby and seen a line of members waiting with little direction, you know how quickly things can feel overwhelming—for both members and staff. That’s why having a clear system in place isn’t just helpful—it’s essential. […]
Why Credit Unions Love Better Lobby’s Wall Display
Creating a More Transparent Lobby Experience In every credit union, the lobby plays a major role in shaping how members feel about their visit. A well-organized lobby builds trust, reduces frustration, and shows that your credit union values members’ time. One of the easiest ways to improve the lobby experience is through clear communication and […]
How to Reduce Waiting Times in Credit Union Lobbies
Why Reducing Wait Times Should Be a Top Priority for Credit Unions In a world where convenience is king, long lobby wait times can make or break a member’s experience at your credit union. Members don’t just compare you to other financial institutions—they compare every service moment to their last great experience anywhere, from restaurants […]
Reducing Member Wait Times with Effective Lobby Management Techniques
Why Lobby Flow Matters More Than Ever in Today’s Credit Unions Before you can reduce wait times or launch new appointment tools, you need something even more foundational: a smooth, consistent flow of people through your credit union’s lobby. At Better Lobby, we’ve worked with hundreds of credit unions, and one thing is clear—when member […]
Reducing Wait Times in Credit Unions: The Power of Appointment Scheduling
The First Step to Smoother Branch Visits: Organized Walk-Ins In credit unions, first impressions start the moment a member walks through the door. But when lobbies are crowded and service feels disorganized, it can create stress—for both members and staff. That’s where organized walk-in management comes in. Before you dive into full appointment scheduling, taking […]
Why Every Credit Union Needs a Digital Front Door: Benefits of Online Queuing
What Is a Digital Front Door — and Why Credit Unions Need One Now In today’s connected world, first impressions happen long before a member walks through your credit union’s front door. That’s why many credit unions are turning to what’s known as a “digital front door”—a simple but powerful way to welcome members, streamline […]
Self-Service Kiosks vs. Traditional Check-Ins: What’s Best for Your Credit Union?
How Better Lobby Makes Member Check-In Easy with Kiosks At Better Lobby, we believe that every credit union visit should start off on the right foot. One of the easiest ways to improve the member experience? A better check-in process. Let’s face it—no one likes standing in line or not knowing when they’ll be helped. […]
Member Journey Optimization: Using Better Lobby to Streamline Pathways
What Is the Member Journey—And Why Should Your Credit Union Care? When a member visits your credit union—whether in person or online—they’re not just there to complete a transaction. They’re on a journey. From the moment they walk through your door (or open your app) to the moment they finish their business, each step matters. […]
The Power of Real-Time Analytics in Credit Unions
Discover how Better Lobby's real-time analytics empower credit unions to make data-driven decisions, enhance member services, and boost operational efficiency. Explore the transformative power of analytics in today's digital-first banking environment.
Self-Service Kiosks vs. Traditional Check-Ins: What’s Best for Your Credit Union?
Why First Impressions Matter: Creating a Smooth Lobby Experience for Credit Union Members When members walk into your credit union, their first interaction sets the tone for their entire visit. Whether they’re opening an account, applying for a loan, or asking a quick question, their first impression is shaped by how easy—and welcoming—it is to […]
From Physical to Digital: Transitioning with Better Lobby’s Hybrid Service Model
In today’s fast-paced world, credit unions are increasingly embracing a hybrid service model that merges the best of both physical and digital realms. This blend not only enhances accessibility and convenience but also significantly improves the overall member service experience. Better Lobby is at the forefront of this transformation, providing tools that facilitate a smooth […]
‘Digital First’ Not ‘Digital Only’
[Updated May 2025] What Credit Unions Should Do Now: 5 Key Takeaways from the BAI Banking Trends Report Credit unions are at a turning point. The BAI Banking Outlook Special Report reveals how quickly customer expectations are changing—and how much work financial institutions still need to do to keep up. From digital transformation to member […]
Retaining the Human Touch in Digital Banking
In a recent article in Technology Record magazine, there was an interesting discussion on how digital-first [...]
2021 Consumer Banking Report Reveals Continued Branch Importance
There are many striking findings in EPAM’s Consumer Banking Report 2021 that surveyed 4,500[...]
What BECU Teaches Us About Modern Credit Union Branch Strategy
What BECU Teaches Us About Modern Credit Union Branch Strategy [Updated May 2025] Even in a digital-first world, members still want the option to visit a branch—especially when they need advice, support, or help with big financial decisions. That’s the big takeaway from a recent interview with BECU, one of the largest credit unions in […]
Human+Digital
Why the Branch vs. Digital Debate Misses the Point [Updated May 2025] The banking world loves a debate—especially the one about whether branches are dead or here to stay. But according to new research from Cornerstone Advisors on The Financial Brand, this debate misses what really matters: people just want their problems solved—quickly and conveniently. […]
Personalized services VERSUS personal interactions
What Credit Unions Can Learn from 4 Key Banking Trends [Updated May 2025] The world of banking is changing—and fast. But not all the change is digital. A new global report shows 4 Key Banking Trends that while members use mobile apps and digital tools more than ever, they still want human service, physical branches, […]
What Branch Deserts Teach Us—and How Credit Unions Can Respond
What Branch Deserts Teach Us—and How Credit Unions Can Respond [Updated May 2025] You may have heard of “food deserts,” areas where people don’t have easy access to grocery stores. But now there’s another growing concern: branch deserts—communities where bank and credit union branches have closed, leaving residents without in-person financial services. We dive into […]
Omnichannel Commerce is Accelerating
[Updated May 2025] Blending Digital and In-Branch: What Credit Unions Can Learn from Omnichannel Payment Trends Omnichannel Is Here to Stay—And It’s Not Just for Retail A recent Carat Insights report from Fiserv highlights a powerful shift in how people prefer to interact with businesses—and the lessons apply far beyond grocery stores and online retail. […]
The New Normal in Banking is Omnichannel
[Updated May 2025] The New Normal in Credit Union Service: Omnichannel Banking Done Right As the world continues to adjust to life after the pandemic, one thing is clear: members want more ways to connect with their credit union—and they expect every option to work seamlessly. That’s what omnichannel banking is all about. According to […]
British CU Promises Not to Close Any Branches for Next 4 Years
[Updated May 2025] Why Branches Still Matter: Lessons from Principality’s Promise to Stay Local In a time when banks across the world are closing their doors and going digital-only, one UK-based financial institution is making headlines for doing the opposite. Principality Building Society has pledged to keep all of its branches open until at least […]
Benefits of Digital Queue Management Systems for COOs of Credit Unions
In the digital age, credit unions are increasingly turning to technology to streamline operations and enhance member satisfaction. One of the key innovations in this space is digital queue management systems. These systems revolutionize how members interact with their credit union, significantly impacting service delivery and operational efficiency. Introduction to Digital Queue Management for COOs […]
Tellers and Lenders
[Updated April 2025] The Shift from Tellers to Universal Staff: What It Means for Credit Unions and Members Credit unions across the country are making a big change: they’re moving away from traditional teller roles and shifting toward universal staff positions. But what does that really mean—and how does it affect members? Let’s break it […]
Mobile Web Wait-time Indicator – very cool!
[Updated April 2025] Turning Travel Time into Wait Time: Smarter Service with Online Queuing The beauty of Better Lobby’s Online Queuing module is that it goes beyond simply showing wait times—it actively helps credit unions balance branch traffic and improve the member experience across the board. By letting members view real-time wait times or the […]
Branch of the Future – Part 2 – the Evolving Branch
[Updated April 2025] Smarter Appointments: Why Branch Scheduling Matters More Than Ever As credit union branches evolve to meet changing member expectations, the way appointments are handled is becoming more important than ever. While walk-ins will always have a place in branch service, the shift toward appointment-based visits is helping credit unions improve service, reduce […]
Branch of the Future – Part 1 – Distance Matters
[Updated April 2025] Bringing Digital and Branch Strategies Together The research is clear—location still matters, even in a digital world. While more members are banking online or on their phones, they still want to know there’s a nearby branch when they need one. Especially for more complex services like loans, new accounts, or financial advice, […]
Workforce Management – Part 2
[Updated April 2025] Using Better Lobby Reports to Improve Branch Efficiency Running an efficient branch isn’t just about having the right number of staff—it’s about having the right data to make smart decisions. That’s where Better Lobby’s built-in reports come in. With over 50 ready-to-use reports, Better Lobby helps credit unions understand what’s really happening […]
The Ultimate Guide to Lobby Management for Credit Unions: Tools and Tips
What Is Lobby Management? If you work at a credit union, you’ve probably seen this scene play out: A member walks into the branch and doesn’t know where to go. Another member is hovering awkwardly near the teller line. A staff member tries to guess who’s next. Meanwhile, a couple of other people are visibly […]
Credit Union Lobbies: Why Lobby Management is Essential in 2025
Why Lobby Management is Essential As we move into 2025, credit unions face new challenges in delivering exceptional member service while maintaining operational efficiency. Lobby management systems have become essential tools for modernizing credit union branches, reducing wait times, and improving the overall member experience. Whether it’s optimizing appointments, utilizing video meetings, leveraging real-time data, […]
Discover the Future of Banking with Better Lobby’s Virtual Reality Lobby Module!
Bringing the Future of Banking Closer to Home At Better Lobby, we’re always looking ahead. As technology evolves, so do the ways people want to connect with their credit union. Today’s members expect more than just great service—they expect it to be fast, convenient, and available wherever they are. That’s why we’re working hard to […]
How to Reduce Member Wait Times with Lobby Management
Discover how credit unions can dramatically reduce wait times and enhance member satisfaction with Better Lobby’s effective management techniques. Explore practical tips and advanced tools for optimizing every step of the member journey.
Why Credit Unions Need a Lobby Management System
A well-organized lobby is essential for providing a seamless experience for credit union members. Without a lobby management system, long wait times, confusion over service order, and inefficient staff workflows can frustrate both members and employees. Credit unions need a modern approach to managing walk-ins, appointments, and overall lobby flow. Better Lobby provides the tools […]
Human Interaction Is a Differentiator
[Updated April 2025] Why Human Interaction Still Matters in a Self-Service Banking World As credit unions embrace self-service tools—like online banking, mobile apps, and smart kiosks—it’s easy to think that technology is replacing people. But the truth is: human interaction is more important than ever. In fact, industry experts agree. In an American Banker article, […]
New Accounts Lobby Management – Visits & Services
[Updated April 2025] Smarter Data, Smarter Decisions: How Better Lobby Supports Modern Branch Management Since the release of our “Visits & Services” upgrade, we’ve continued to evolve Better Lobby into a powerful platform for both member experience tracking and branch performance analysis. Today, Better Lobby is more than just a lobby management system—it’s a decision-making […]
Chase Vs. Umpqua: Two Views of the Future Branch
[Updated April 2025] What the “Branch of the Future” Means for Credit Unions Today As credit unions plan for the future, one thing is clear: the old model of the branch is changing. Routine transactions are moving online or to ATMs, and members are coming into the branch for more meaningful reasons—like getting a loan, […]
Implementing Appointment Scheduling Software in Financial Institutions
In today’s fast-paced world, where time is often considered more valuable than money, financial institutions are increasingly turning to technology solutions like appointment scheduling software to enhance operational efficiency and improve customer service. This article explores the process of implementing such software in financial institutions, highlighting the benefits, challenges, and key strategies to ensure success. […]
Better Lobby’s QR Code Kiosk: A Simple, Smart Solution for Credit Unions
Technology is making everyday tasks easier—and credit unions are no exception. Better Lobby’s QR Code Kiosk is a game-changer for credit unions looking to provide a smoother, more convenient check-in experience for members. Instead of using a shared touchscreen or kiosk, members can simply scan a QR code with their own device and check in […]
Thoughts about Referrals and Cross-selling
[Updated April 2025] Turning Conversations into Opportunities: How Better Lobby Supports Cross-Selling in Credit Unions A few years ago, The Financial Brand published a powerful series called “What Banks and Credit Unions Can Learn From One Another.” One article in particular stood out: the importance of cross-selling—the ability to connect members with additional products and […]
Branch Appointments: the time has arrived!
[Updated April 2025] Why Branch Appointment Scheduling Is the Missing Piece of Member Service As credit unions work to modernize their branches and improve the member experience, appointment scheduling is quickly becoming a must-have feature. While big banks like Bank of America, Wells Fargo, and BMO Harris have offered online scheduling for years, many credit […]
Video Meeting Solutions for Remote Banking Services
In the digital age, remote banking services are more than a convenience—they are a necessity. With the rise of video meeting solutions, financial institutions can offer personal, real-time services to their customers regardless of geographic barriers. This article explores the integration of video meeting solutions into remote banking services, highlighting their benefits, implementation strategies, and […]
Lobby Queues can improve Staff Performance
[Updated April 2025] Why Time Matters: How Better Lobby Helps Credit Unions Serve Busy Members According to Gallup, half of Americans feel they don’t have enough time in the day. That’s especially true when it comes to running errands like visiting the credit union. Members want fast, friendly service—but they also want to feel like […]
Branch Offers Made Easy
[Updated April 2025] How Better Lobby Helps Credit Unions Strengthen Relationships with Cross-Selling and Visit History Tools Building long-term relationships with members is one of the biggest strengths of credit unions. Credit Unions Strengthen Relationships is a core part of what a credit union does. But keeping those relationships strong requires more than just good […]
Online Queuing Systems for Credit Union Branches
In today’s fast-paced world, credit unions are continually looking for ways to enhance operational efficiency and improve member satisfaction. One of the most effective solutions is the adoption of online queuing systems. These systems streamline the process of managing member visits, reducing wait times and optimizing service delivery in credit union branches. Introduction to Online […]
The Future of Banking: How Credit Unions Can Stay Competitive with Innovative Tech
In today’s fast-evolving financial landscape, credit unions are finding it increasingly crucial to adapt and innovate to meet the growing expectations of their members. The adoption of advanced technology not only enhances operational efficiency but also significantly boosts member satisfaction and retention. This blog explores essential technologies such as online queuing systems, video meeting platforms, […]
How Credit Unions Can Streamline Operations with Self-Service Kiosks
Self-service kiosks are becoming an essential tool in credit unions. They are simple machines that let members check in, make appointments, or access services without needing a staff member to assist them. By using these kiosks, credit unions can provide faster, more convenient services, making things easier for both members and staff. Why Self-Service Kiosks […]
Using Better Lobby’s Appointment Features to Tackle Peak Times
Managing a busy credit union can be a big challenge, especially when lots of members come in at the same time. This is called “peak times,” and it can make both members and staff feel rushed and overwhelmed. That’s where Better Lobby comes in! We have some really cool tools that can help your credit […]
The Role of Real-Time Analytics for Credit Unions in Customizing Member Experience
Real-time analytics is like having super-fast updates about what’s happening right now. For credit unions—places where people save and borrow money—knowing things quickly is super important. It helps them make smart decisions fast, just like how a weather app updates you instantly about the weather, so you know if you need an umbrella. Purpose of […]
Optimizing Credit Union Operations with Better Lobby During Economic Challenges
Credit unions today are facing some tough problems During Economic Challenges. With money being tight for everyone, credit unions are seeing fewer deposits. They also don’t have enough people working, or sometimes there just isn’t enough staff to cover everything that needs to be done. Plus, with prices going up because of inflation, credit unions […]
Cost-Effectiveness of Lobby Management Systems in Credit Unions
Lobby management systems are special tools that help credit unions organize how members are served in the lobby. This technology makes sure members don’t wait too long and helps staff manage their tasks better. Think of it as a smart system that organizes the queue, so everyone knows their turn, just like taking a number […]
How to Train Your Staff to Maximize the Benefits of Better Lobby
When a credit union adopts new technology like Better Lobby, it’s not just about installing software or setting up new systems—it’s about empowering your team to use these tools effectively. Proper training is the key that unlocks the full potential of any technology, ensuring that your staff can use it confidently and competently. This is […]
From Data to Decisions: Elevate Your Credit Union with Better Lobby Analytics
In the ever-evolving financial sector, staying ahead means understanding every aspect of your operations, especially how you interact with your members. Better Lobby Analytics and reporting tools offers credit unions a crystal-clear lens into these interactions, providing the data needed to make strategic decisions that spur growth and enhance member service. Understanding Data-Driven Insights with […]
Maximizing Efficiency: How Better Lobby’s Queue Management System Reduces Wait Times
Have you ever been stuck in a long line, just waiting and waiting? It’s not fun, right? Well, credit unions face this issue too, but with their members! That’s where Better Lobby comes in. This smart system helps credit unions manage their queues (that’s a fancy word for lines), so members spend less time waiting […]
Understanding Better Lobby Notifications: A Beginner’s Guide
Welcome to our beginner’s guide on understanding Better Lobby Notifications, a key tool for managing the flow and engagement of members in your credit union’s lobby. Notifications play a crucial role in keeping both staff and members informed and ensuring operations run smoothly throughout the day. These notifications include desktop notifications for staff and text […]
Introduction to Better Lobby: What Is It and How Does It Work?
Welcome to the Introduction to Better Lobby. Better Lobby is a software platform designed to make daily operations in credit unions smoother and more efficient. It helps manage the flow of members inside the lobby, from the moment they walk in, through their service, and until they leave. This tool is a game-changer for both […]
A Day in the Life: How Better Lobby Improves Your Credit Union’s Daily Operations
Imagine a busy day at your credit union where everything flows smoothly. No long lines, happy members, and staff focused on important tasks rather than paperwork. This isn’t just a dream; it’s possible with Better Lobby, a tool designed to make your credit union work better. Let’s walk through a day to see how Better […]
How to Use Better Lobby Wall Display to Inform and Engage Members
Navigating the dynamics of a credit union lobby can often be as complex as managing the financial needs of its members. In this bustling environment, managing member expectations isn’t just a courtesy; it’s crucial for maintaining harmony and efficiency. That’s where the Better Lobby Wall Display comes into play, revolutionizing how members interact with your […]
No Cupcake Sprinkle ATM Here, Just Better Lobby’s Innovative Self-Check-In Kiosk
In an era where convenience is king, credit unions are increasingly turning to automation to enhance their member services. One standout innovation in this digital transformation is the self-check-in kiosk. Better Lobby’s Innovative Self-Check-In Kiosk represents a significant leap forward in how credit unions interact with their members, streamlining operations and enhancing user experience. This […]
Introducing the New Knowledge Base for Better Lobby: Enhanced User Experience
At Better Lobby, we’re committed to not only providing exceptional lobby management solutions but also ensuring that your team can leverage these tools to their fullest potential. We’re excited to introduce our new knowledge base—a comprehensive resource designed to transform how your credit union interacts with our platform. Up-to-Date Manuals and Instructional Videos The cornerstone […]
Better Lobby’s Mobile-First Solutions: Revolutionizing Credit Union Member Services
Better Lobby’s Mobile-First Solutions: Revolutionizing Credit Union Member Services In the digital age, convenience is paramount. Better Lobby recognizes this and has tailored its offerings to enhance the experience of your credit union’s members and your team alike. Our suite of mobile-first solutions is designed to streamline operations and elevate member satisfaction by bringing essential […]
Enhancing Staff Efficiency with Better Lobby’s Automation Tools
Better lobby provides automated tools for credit unions that help with Enhancing Staff Efficiency. This helps credit union branch operations while being cost effective. Understanding Automation in Lobby Management Explore the fundamentals of automation within the framework of lobby management and discover how Better Lobby incorporates these technologies to streamline daily operations and enhance service […]
Optimizing Branch Efficiency: Discover How Better Lobby Enhances Your Credit Union’s Operations
Better Lobby is a lobby management platform designed specifically for credit unions. The platform helps credit unions with Optimizing Branch Efficiency. It addresses the unique needs of credit unions, providing features that ensure efficient and effective lobby management. Key Features of Better Lobby: Queue Management: Streamline the flow of members with efficient queue management. Reduce […]
Boost Your Member Engagement and Satisfaction with Better Lobby
As credit unions aim to provide the best possible experience for their members, it’s important to understand the changing landscape of member engagement and satisfaction. With the increasing use of technology, members expect to have access to their financial institution at their fingertips. To meet these expectations, credit unions need to adopt innovative solutions that […]
We’re All Ears: Help Us Help You with Better Lobby Features
At Better Lobby, we believe that the best features come from listening to those who use our software every day – you! Whether you’ve been with us for a while or are new to the Better Lobby family, we want to hear your ideas. Your feedback could lead to our next big feature, or we […]
How Better Lobby Appointments Can Improve Your Member Service Strategy
In today’s competitive landscape, credit unions are continuously seeking innovative strategies to enhance member service and operational efficiency. One pivotal area that holds significant promise is appointment management. Better Lobby Appointments offers a sophisticated solution designed specifically for credit unions, aiming to transform the traditional appointment setting into a dynamic tool that boosts member satisfaction […]
What is Lobby Management? How to Optimize your Credit Union’s Member Experience
In today’s fast-paced world, every interaction counts, especially for credit unions. Credit unions known that their personalized service must provide their members with top-notch experiences, starting from the moment they step into the branch. This is where effective lobby management becomes essential. Better Lobby and lobby management software can help Optimize your Credit Union. What […]
Unlocking Efficient Member Service with Better Lobby Kiosk
In the fast-paced world of financial services, credit unions face the dual challenge of enhancing member satisfaction while optimizing operational efficiency. Enter the Better Lobby Kiosk—an innovative solution designed to transform member services from the ground up. Unlocking Efficient Member Service with a kiosk. This powerful tool not only minimizes wait times but also enriches […]
How Better Lobby Drives Strategic Decisions for Credit Union CEOs
In the dynamic world of financial services, Credit Union CEOs are constantly seeking innovative ways to enhance operational efficiency, improve member satisfaction, and ensure compliance with regulatory standards. Enter Better Lobby—a sophisticated tool designed specifically for credit unions to streamline operations and enhance strategic decision-making. Better Lobby Drives Strategic Decisions, helping your credit union. This […]
The Future of Member Engagement: Interactive Technologies That Are Changing the Game
In today’s digital age, staying connected and engaged with members is more critical than ever for financial institutions. This article dives into how innovative technologies are transforming the way credit unions interact with their members. The Future of Member Engagement is interactive technologies. By integrating advanced tools and systems, these institutions can significantly enhance member […]
Better Lobby for Enhanced Branch Efficiency
In the dynamic landscape of financial services, credit unions face the dual challenge of enhancing operational efficiency while ensuring a seamless member experience across multiple branches. Better Lobby for Enhanced Branch Efficiency. This is where Better Lobby comes into play, revolutionizing the way credit unions operate with its innovative features such as Online Queuing and […]
Behind the Scenes: How Better Lobby’s Data Analytics Empowers Credit Unions
In an era where data reigns supreme, credit unions are not just financial institutions; they are hubs of member activity and interaction. Recognizing patterns, understanding member needs, and optimizing operations are not just goals but necessities for success. This is where Better Lobby steps in, not just as a lobby management tool but as a […]
How Better Lobby Acts as a Mood Tracker for Your Credit Union
In any credit union, understanding the mood or sentiment of your members can significantly impact service delivery and overall member satisfaction. Better Lobby, with its comprehensive suite of features, effectively serves as a mood tracker, providing invaluable insights into the emotional pulse of your members. This innovative approach not only enhances member experience but also […]
Maximizing the Benefits of Video Meetings for Credit Unions
In today’s digital age, credit unions are uniquely positioned to enhance member engagement and satisfaction through video meetings. The Better Lobby Flexible Branch Video Module offers an innovative solution, allowing members to connect with credit union staff from anywhere. This capability is not just a convenience; it’s a game-changer in personalized banking services. Let’s explore […]
Elevating Member Satisfaction: How Better Lobby Empowers Credit Unions
In today’s competitive financial landscape, credit unions face the ongoing challenge of not only attracting new members but also ensuring the satisfaction and loyalty of existing ones. As institutions built on the principles of community and member-centricity, credit unions have a unique opportunity to leverage innovative solutions like Better Lobby to Elevating Member Satisfaction and […]
Introducing “Paw-sitive Banking”: Better Branches’ Pet Services Module
Your Credit Union, Your Life: Banking That Fits Your World Today’s credit union members expect more than just checking accounts and loans—they’re looking for services that understand and support their whole lifestyle. At Better Branches Technology, we believe your credit union should be as unique as you are. That’s why we’re always working on tools […]
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Appointment Scheduler, Appointments, articles, Branch of the Future, Business Continuity, Credit Union, Digital Channel, Disaster Planning, Flexible Branches, Mobile Appointment Booking Tool, Mobile Booking Tool, Video Meetings, Video Meetings, Visitor Management ‘Digital First’ Not ‘Digital Only’ By BlogAdministrator 22, Apr 2022 No Comments Appointment Scheduler, Appointments, Business Continuity, Disaster Planning, Flexible Branches, Member Satisfaction, member […]
Video banking done well
Many surveys have found that speaking directly with a member of staff is the most efficient way of resolving consumers’ issues. If an interaction can’t be face to face, then video comes in a strong second as a way to help create a better connection between people. By investing in video banking technology like our […]
Solarity CU Embraces an Omnichannel Strategy
Solarity Credit Union has transitioned its six traditional branches into teller-less consultative facilities featuring smart ATMs and video conferencing. The Yakima, WA-based credit union also uses remote video to serve members. Mina Worthington, President and CEO of Solarity, observes that “people would much rather meet with you via video than get in their car and […]
Increasing credit union relevancy
In a recent Financial Brand article Andre Iervolino, former CTO at Rev Credit Union, laid out 10 key change factors CUs must understand, plan for, invest in, and — in particular — execute on in order to not only remain relevant in banking’s future, but increase their relevancy. One of his 10 items was: Employees will be […]
Taking a Consultative Approach
In a recent Banking Exchange article, this question was posed: Can education and consultations really keep traditional FIs competitive? The author states that the answer is a definitive Yes. He points to Best Buy as a real-world example. In a successful effort to differentiate themselves from Amazon and other pure online retailers, the electronics vendor […]
Video banking is becoming mainstream
AT&T introduced the Picturephone way back in 1964 at the New York World’s Fair, but video calling would not move into the mainstream until Skype came out in 2003. Video banking has also been around for many years, but it wasn’t until the pandemic hit that it became much more commonplace for Americans who suddenly […]
Branch Formats Evolve
Branches remain the dominant channel for opening new accounts or applying for loans, according to research from Big 4 accounting firm Deloitte. Plus as a first human point of contact, the branch carries a tremendous amount of weight in trust, reputation and brand building, their report states. Branches continue to transition away from transactions and […]
Video’s Impact on Member Satisfaction
In a recent PYMTS article, the research firm notes that 97 percent of FIs that offer video banking said their net promoter score (NPS) — a metric used to gauge customer satisfaction — was as good or better than their other channels, and 90 percent of video banking users said they would be willing to […]
Digital-First Branch Remodeling
Digital banking practices and credit union branches are 100{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} complementary. Without a doubt, branches are enviable assets to online-only neobanks. However, one big question for CUs is how to integrate digital technologies into their lobbies. In a recent article in Banking Dive, an EVP at Mastercard offered these 5 suggestions: touch-screen interfaces staff as tech-enabled […]
Redefine the Branch Experience
Research continues to show that most Americans still prefer branches for more complex financial needs and advice. The consensus among industry observers is that branches must quickly transition away from transactions to become centers of advice and sales. In order to make this transition, your branch staff will need the latest technology and tools that […]
Delivering Relationships
Well known financial consultant Dave Martin recently noted in one of his articles that “as banking increases self-service technology, our face-to-face interactions may become less frequent. Each one, however, becomes more important, not less.” One excellent way to ensure that each face-to-face interaction is meaningful is to allow your members to schedule appointments – either […]
CU Branches Increase in First Quarter – 2021
According to a recent Credit Union Times article, credit unions across America are expanding their branch networks, not closing them as some would have you believe. Case in point: credit unions had 21,550 locations in U.S. states and territories on March 31, 35 more than they had Dec. 31. CU Times went on to state […]
Exploring the Boundaries of Digital Banking: Addressing Limitations and Expanding Solutions for Credit Unions
In the ever-evolving landscape of banking, the transition to digital platforms has been nothing short of transformative. From convenient mobile applications to seamless online transactions, the advent of digital banking has undoubtedly revolutionized the way consumers manage their finances. However, amidst this technological advancement, it’s imperative to acknowledge the inherent limitations that digital banking presents, […]
Data Driven Branches
Many financial industry observers contend that branch networks must adopt a data-driven methodology if they expect to stay agile enough to maintain and build market share. Without a doubt, the need for analytics is greater now than it ever has been. There are a wide variety of branch visitor metrics that are important to senior […]
No Insignificant Branch Visit
Long time financial industry consultant Dave Martin recently published an article where he noted that “there is no such thing as an insignificant branch visit any longer. Providing excellent service in our branches has always mattered. In many ways, it has never mattered more.” Very timely post-pandemic observations for CUs to consider as they re-open […]
How Better Lobby’s Queue Vibe Display Transforms Credit Union Lobbies into Mood Trackers
In today’s world, credit unions are all about providing the best service to their members. But have you ever wondered what the overall mood in your lobby is like? That’s where Better Lobby comes in with its incredible Queue Vibe Display! 🌟 This new feature acts as a mood tracker for your credit union, giving […]
The Hybridization of Digital and Physical Banking
“Hybridization” is a branch strategy that melds in-person and digital banking; some people also call this trend “phygital.” Regardless of the label, it acknowledges that banking channels are not separate and that members want to use online and mobile for certain financial activities (ie, balance inquiries, check cashing and other basic transactions) and in-person for […]
Branch Makeover Post-Pandemic
Despite the fact that Americans have learned to function without full branches for months during the pandemic, “customers still want to use branches,” says Robert Meara, a senior analyst at Celent. The evolution of branch usage post-COVID is essentially the same as before the pandemic closed lobbies: less transactions and more person-to-person advice. One key […]
CUs and Travel Agencies
In the early 1980s when booking travel was an in-person experience, travel agencies in the U.S. peaked at around 20,000. Today there are around 10,000 travel agencies in America. What lesson can CUs learn from this dramatic change? Perhaps the biggest one is that these surviving travel agencies have been successful because they are focused […]
The Future of Video Banking
Greg McBride, chief financial analyst at Bankrate.com, says the shift from brick-and-mortar to digital banking channels will help spur more widespread adoption of video banking platforms. Many analysts agree with him and are convinced that video banking will become commonplace for many reasons, but one compelling reason is that some problems can simply be easier […]
Curbside Member Service
Member service can begin even before your lobby front door. Just as with many other industries, CUs have begun providing services curbside, including notarizations and loan document signings. This not only serves as a Covid safety measure, but it can be more convenient for elderly or disabled visitors. We recognized in the early days of […]
The Future of In-Person Banking
GoMoxie, a customer engagement software company, recently published a survey indicating that 62{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers prefer to use FIs that have a physical presence, rather than a digital-only presence. Many industry experts believe that the future of in-person banking will focus on: Appointments Value-based and higher level services, i.e., mortgages, loans, financial advice/investments Problem solving […]
Working for the “good guys”
Todd Sheffield, CEO of Santa Rosa, CA-based Community First Credit Union, is retiring after 33 years of working for CUs. Under his leadership, Sheffield has helped grow Community First’s assets from $91 million in 2001 to its current $664 million. Some innovations that were implemented under his tenure include: a zero-fee loan to 4-H students; […]
CU Branch Expansion Strategies Shared
NAFCU’s recent Economic & CU Monitor report includes insights into how the pandemic has affected credit unions’ branch operations, as well as member trends related to using online and mobile banking options. Compared to a 2013 NAFCU survey that revealed only 18{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of credit union members used mobile devices to access their accounts, respondents in […]
Redefining Member Engagement: Banking Should be Personal
In the realm of financial services, the personal touch remains a cornerstone of the member experience. As Garret Reich, Editorial Associate with The Financial Brand, aptly articulates, “Few topics are as intimate, intimidating, and important to people as money.” This sentiment underscores the enduring appeal of face-to-face interactions within credit union branches. In an era […]
Silicon Valley in Mayberry
Some observers are pointing out that there is really no need to engage in any “digital versus branch” debates. Members want to trust that you can meet them wherever they are: in the branch, at home or on the go. It is all about convenience and what is the most appropriate way to handle each […]
Scheduling Appointments Will Become the ‘New Normal’ in Banking
A recent Financial Brand article highlighted several quantifiable benefits that appointments offer credit unions in addition to helping promote safety: Appointment scheduling produces new account growth Appointment scheduling improves access – members can better plan their day, and branch staff can more carefully meter lobby traffic Appointment scheduling can improve Net Promoter Scores Without a […]
Path Forward Involves Blending Digital and Physical
2020 has been challenging for everyone, but what it has revealed is that members want a blend of physical and digital service from their credit union. Amit Aggarwal, Managing Director of Digital Solutions at J.D. Power, put it very succinctly in a recent Financial Brand article: “An effective path forward lies not in segmenting digital […]
Michigan CU Reaps Rewards from Keeping Lobbies Open
Michigan First CU has kept all of its 30 offices open during the pandemic and was rewarded with record business results, according to CEO Michael Poulos in a recent CUToday article. The $1.3-billion CU actually enjoyed the highest number of new accounts during a recent four month-period. The CU committed to rigid CDC safety standards […]
CUNA’s Michlig talks evolution of branches post-pandemic
CUNA Chief Engagement Officer spoke to Forbes recently about what the coronavirus pandemic means for branch traffic and he pointed out that “there’s always been a desire for credit unions to continue to have that in-person presence.” He suggests that branches post-pandemic will be used more for consultations with staff members as well as financial well-being programming. Both of […]
Revolutionizing Credit Union Branches: Post-COVID Branch Technology Trends
In a recent insightful piece featured in the Financial Brand, James Caliendo, CEO at PWCampbell, emphasized the critical role of embracing fresh branch technology approaches for the future prosperity of financial institutions (FIs) post-pandemic. Caliendo advocated for the expansion of branch technology offerings to include innovative tools such as interactive kiosks, iPad integration, digital marketing […]
Parking Lot Check-in Proves Popular
We have been getting very positive feedback on our new Parking Lot Check-in feature which is a simple and easy to use feature that conveniently checks-in members from the safety of their cars. It is not that surprising because this latest addition to our Better Lobby Online Queuing module was developed as a direct result […]
Parking Lot Check-in Now Available
After implementing our Online Queuing module (software which enables branch visitors to place their name in the Better Lobby Main Service Queue – for walk-in service – before arriving at the branch) at various CUs across the US, we received feedback from our CU partners that they really wanted their members to be able to […]
How Video Banking Can Bolster CUs During Difficult Times
In a recent BizTech article, web editor Keara Dowd stated that FIs that have deployed video banking have seen “direct returns on the investment. That is because video banking helps: increase consumer satisfaction create more intimate service levels increase the view of the CU as an innovative organization provide excellent business continuity Key Takeaway: Video […]
Branch Banking Remains Popular After COVID-19
In a recent poll conducted by Boston Consulting Group, just 3{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of Americans said they would stop using branch banking altogether in response to the coronavirus pandemic. Without a doubt, this means that closing branches would not be advisable. Yet, CUs must seriously rethink how they plan to handle lobby visits post-pandemic. Better Lobby offers […]
Flexible Branches Video Meetings Now Available
We just released our new Flexible Branches module that expands our Better Lobby Service Queue to enable members inside or outside a branch to be served by branch staff using video meetings. CU staff can be working remotely (i.e. home) or at a branch different from the visitor. Members have the option of connecting remotely […]
Branch Visits Remain In Demand
In a recent poll conducted by Boston Consulting Group, just 3{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of Americans said they would stop using branch banking altogether in response to the coronavirus pandemic. With demand for branch banking continuing, CUs will have to rethink how they handle in-person visits. One way to safely and effectively handle lobby visitors is by using […]
The Branch Experience
According to a recent report from research firm Celent, “when it comes to quick questions, the call center beats text messaging, chatbots or social media. But for longer conversations on financial advice, new account or loan applications, and other key life transitions, customers across all age groups still prefer in-person interaction.” They conclude that financial […]
Appointments More Important Than Ever Post-COVID
Coronavirus has not eliminated members’ need to transact or finalize complex financial arrangements in the branch. Nor has it lessened member desire to speak with CU employees face to face about financial products and services. In a recent PYMNTS article, the author concluded that: “In-branch banking will exist long after the pandemic has abated, but […]
Branches Going Forward Post-COVID
The Financial Brand recently surveyed knowledgeable industry experts on how the coronavirus may have changed in-person banking forever. Here are a few sample responses: David Horton, Managing Director, Global Head of Innovation for Thynk Digital: “Long term, I do not see too much [downward] impact on the role of the branch when providing advice on […]
Digital & Branches Are Completely Complementary
Over the years, many new banking channels have come on the scene: ATMs, Telephone Banking, Online Banking, Mobile Banking, Video Banking and more. After every advancement, some pundits have always predicted that the latest innovation will replace branches. However, the reality is that new channels have never replaced old channels – they merely add another […]
Flexible Appointment options
In a recent CU Journal opinion piece, Sean Desmond, chief customer success officer at nCino, notes that “credit unions are in a unique position to both help their members during this challenging time and solidify their status as their members’ trusted financial resource for the future.” He recommends that credit unions reach out to members […]
CUs excel at Personalized Service
The 2019 Retail Banking Report from Bain & Co. found that community FIs were experiencing ‘rampant’ leakage of accountholders to BigTech, Fintech and specialist start-ups. These companies often offer robust mobile apps and full featured websites that appeal to digital consumers. Yet survey after survey shows that all demographics – even so-called digital natives – […]
Members Still Desire Branch Access
Without a doubt, digital channels are truly helping members handle many of their transactional banking needs during the current coronavirus pandemic. This increased online/mobile transaction volume has led some pundits to suggest that post-pandemic there will be little to no need for branches. But as long-time banking consultant Dave Martin wisely points out: “what customers […]
Growth of Universal MSRs
A 2019 Kiran Analytics survey showed that implementation of the “universal bankers” role continued its rise and that 55{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of FIs have deployed this type of employee. This growth reflects an ongoing shift in focus from transactions to advice, and many observers see this trend as accelerating post-pandemic as many people become more comfortable using […]
Improve the experience and safety of your lobby visitors
Personal finances need constant attention, especially when disaster hits. In difficult times, many people want face-to-face advice which is why many CUs are finding creative and safe ways to keep their lobbies open. Here are some ways that we help CUs accomplish this goal: Appointments – Many FIs and other organizations are currently switching to […]
Branches as Advice Centers – Even More Important Going Forward
Jon Voorhees, a banking Consultant at Peak Performance Consulting Group, predicts that “the need for advice or account services will increase as more customers need help charting a new path forward financially in a post-pandemic world. The role of the branch has already been shifting more to an advice center in the last few years […]
Branches and Digital Enablement
In Deloitte’s 2019 Banking Industry Outlook report, the “Big Four” accounting firm notes that “the importance of the branch in attracting and retaining customers, contrary to conventional wisdom, should remain…branches will continue to have value, especially with greater digital enablement.” And their global consumer survey backs up this prediction – it showed that respondents were likely […]
The Branch is Still a Rock
In a recent timely article, long time banking consultant Dave Martin offered some insightful observations on the value of branches: “Our branch employees will have numerous opportunities over the next few months to strengthen relationships and build customer loyalty like few other times in history.” “There will be many customers dealing with unplanned issues and […]
Why you need a branch
A recent Forbes article laid out six compelling reasons why consumers still want to use – and need to use – branches: Personal Touch to Solve Problems Advice on Complex Financial Topics In-Person Suggestions for Other Financial Solutions Cash and Foreign Currency Special In-Bank Services (ie, notary, coin cashing, safe deposit box, cashier’s check, etc.) […]
Branches Play a Key Role in Every CU’s Digital First Strategy
NCR’s SVP and General Manager Doug Brown recently observed that “the branch is a digital ecosystem in and of itself and it should be connected to the digital banking, self-service ecosystem.” He is convinced that the branch can play a vital role in the creation of a “digital first” financial institution – and so are […]
Streamlining Your Branch Operations
Two major prerequisites for streamlining branch operations are measurement and analysis. There is an old – but true – saying: You can only manage what you measure. As Kerim Tumay of Kiran Analytics recently pointed out in a recent article: “In order to improve operational efficiency, you need to have an unbiased, detailed view of […]
How Credit Unions Are Evolving with Smarter Lobby Management Solutions
As credit unions grow and adapt to changing member expectations, their approach to lobby management must evolve as well. What once worked for a small branch with minimal foot traffic may no longer be sufficient as membership increases and services expand. Credit unions that modernize their lobby management can improve efficiency, enhance member experience, and […]
Visit History Link
The Better Lobby Visit History Link provides CU staff with fast and easy access to past member visit information enabling them to better serve the member on the current visit. Member’s Visit History ReportPressing the “Visit History” link pops the report below, showing the member’s past branch visits in chronological order.
Valuing Your Members Time
Everyone agrees that the branch is shifting from a transactional place to an advisory place. The move away from transactions has led to branch staff to spend more time on account servicing transactions and sales/new account opening. This means that credit unions must focus on how they interact with members and prospects in these two […]
Transforming Branches into Advice Centers
As branch transactions continue to decline, the expectation of many in the industry is that the role of the still large number of credit union branches will shift to an advisory function. One of the pillars of good advice is knowing exactly why the member has visited your branches in the past – their visit […]
Consumers embrace mobile banking, but still value branches
According to an Adobe study that was conducted in late 2019, 75{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers that they surveyed still believe physical branches matter and 70{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of them have still visited a branch location in the past month. Craig Peasley, director of marketing at Adobe, said “the data shows that there’s still room to delight customers with […]
What Matters Most When Selecting a New FI
Surprisingly, even among younger consumers, digital and mobile banking is not one of the top-three reasons for selecting a new FI. A study completed in October 2019 by Market Street Research for the New England Financial Marketing Association found that top 2 factors in choosing a new FI were: Fees Convenient branches It has never […]
Adding Value to Branch Digital Signage
For many years lobby digital wall displays have presented branch visitors with news, sports updates, financial health tips, fraud alerts, video footage featuring volunteer events and fundraisers, and of course CU products and services pitches. Yet one often overlooked feature is showing waiting members their position in the service queue. Better Lobby Wall Display module […]
There is Synergy in Blending the Physical and Digital
By some accounts, digital brands with a physical presence grow eight times more quickly. For example, Amazon continues to make a big push into the physical channel – the online giant recognizes that there is synergy in blending the physical and digital, where all touchpoints support each other and understand what role they play. We […]
Branches Drive New Business
According to the World Branch Report, three out of five (60{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) retail banking executives say the branch is their leading sales channel — counting account opening, credit cards, insurance, investments, and loans. While overall branch transactions and visits are down, the fact remains that branch visits continue to produce the largest proportion of loan and […]
Branches as Sales Generators
According to research by McKinsey & Company, while 60 percent of banking consumers use digital channels, online banking only generates 25 percent of sales. Their conclusion: Branches remain relevant, particularly for new accounts and product sales efforts. Our CU clients have found that our Appointment Scheduler helps increase branch sales success by reminding visitors to […]
Cutting Edge Kiosk Features
We are excited about the latest enhancements to our Better Lobby Kiosk that are now available in Version 5.0. It includes some valuable new features: • Text Me When I’m Soon to be Served – optional text feature available to advise visitors when they are near the top of the service queue. • Text Me […]
A First in the CU Marketplace: Online Queuing
We are very pleased to provide a new, brand enhancing, technology to CUs: Online Queuing 1.0. This module builds another important bridge from your digital channel to your branch network by letting members join a branch queue before leaving home. Of course, the first “bridge” was Better Lobby Appointments. In addition to offering convenience to […]
Consumers still turning to branches to open new accounts
When it comes to opening new accounts, consumers still tend to trust the branch over digital channels, according to a new study from Forrester Research. It turns out that while the digital channels remain important, the ongoing importance of a human touch cannot be ignored. Seventy-one percent of U.S. adults who regularly use the Internet […]
Why tech-savvy members still visit branches
About three-quarters of Gen Y (73.4 percent) have visited a branch to open an account, according to a J.D. Power retail banking study. Moreover, about 60 percent of younger adults told the research firm that they have visited the branch within the last three months. And according to a 2018 Gallup survey, 66 percent of millennials […]
What Age Demographic Visits Branches Most Often?
This simple question has quite a surprising answer according to Mercator Advisory Group’s research: Among those who visit a branch over twice a month – young consumers visit most often! Here are some more interesting stats from the research firm’s recent report: 56{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of 18-34 year old consumers visit their branch over twice a month […]
Branch vs. Digital Banking Debate
A recent Financial Brand article highlighted the fact that too much focus on the back and forth debate over branch and digital preferences of consumers diverts attention from providing a superior member experience. The article concluded that people expect hassle-free interactions and a satisfactory result no matter how they do business with your credit union. […]
Putting the human touch in banking
As many FIs rush to digital in an effort to please consumers, many leave behind one of the most important elements that consumers want: the human touch. “People and relationships still matter,” says Bob Meara, senior analyst at Celent’s banking group. “All things equal we do business with people we like and you have to […]
Millennials Still Want Branches
“As Millennials grow older, they express increasing interest in visiting a physical location once they have exhausted their online research,” states Joe Wheeler, Senior Director, Mid-Size Bank Practice at J.D. Power. He also emphasizes the fact that CUs that want to exploit this opportunity to work with Millennials must make sure branch staff is appropriately […]
The value of an old-fashioned visit to your local branch
Laura Doering, Assistant Professor of Strategic Management at the University of Toronto, pointed out some interesting results from her research in a recent online article: when borrowers have personal relationships with lenders, they are more likely to repay their loans on time, whereas those with distant relationships miss more payments. She recommends that people who […]
Effective Financial Guidance Starts with Appointments
In a recent article in Forbes, a CUNA Mutual Group executive stated that a retail branch model that focuses on in-person advice and service is the branch’s most promising future. He states “fully 78{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of retail bank customers want guidance from their banks, according to a JD Power study. And the most effective way to […]
Tracking Branch Activities
Bob Meara, Senior Analyst at research firm Celent, says “if you ask branch bankers about the details of their teller transactions, they can wax eloquent about those metrics.” What is less-often tracked and measured, Meara finds, are factors of current branch activity that relate to what many regard as the increasingly dominant role of branches, […]
Consumers Happier Using Branch+Digital Than Digital Only
Data from recent J.D. Power & Associates research confirms that the most satisfied banking consumers are those who regularly use branches and also use digital channels. The author of the report points out that “Millennials are coming back into the branches as they grow older and their financial needs become more sophisticated.” Credit unions looking […]
What will the Branch of the Future look like?
In a recent article in Finextra, Andrew Beatty, FIS Head of Banking Strategy, concluded that: The Branch Isn’t Dead; It’s Reborn. He predicted that future branches will be become much more inviting – think coffee shops – and that visitors will be greeted with tablets where universal bankers can assist them with all banking needs. […]
Appointments help CUs keep branches alive and thriving
A recent CU Journal article pointed out that members no longer visit branches to complete transactions that they can do online. Instead they stop by for help with more complex issues, such as applying for a loan, opening an account, seeking financial advice or dealing with a problem. While we certainly agree with this assessment […]
Branch Service Enters a New Era of Appointments
In a recent Credit Union Times article, iQ Credit Union’s SVP of Retail Delivery Ali Migaki said the most common reasons for branch visits today at their CU are to: 1) open a new membership; 2) discuss major financial moves that will impact the member’s life; and 3) pick up a new payment card after […]
The Branch Debate
In a recent blog, Mark Smith, President of Kitewheel (a self-described new-age Marketing Technology company), calls for FIs to “fully integrate branch networks with all the other digital channels…” and points out that consumers “want to be able to use both physical and digital systems whenever they choose – and they expect them to work […]
Branch Transformation Trends
Branch Transformation for Financial Institutions, a complimentary industry guide produced by ATM Marketplace, takes an interesting look at how can FIs integrate physical and digital channels in order to achieve a truly omnichannel “phygital” strategy. The guide covers new tech for the teller platform, video systems, and tablets. Our Better Lobby platform integrates with all […]
Branch Customer Experience (CX) Remains Important
Recently Celent’s Bob Meara recently published a report titled Solutions for Optimizing the In-Person Customer Experience. In his research, he found the opportunity is significant. Unlike digital, where the report highlights the fact that FIs have a bevy of precise metrics to evaluate and optimize the CX, the research firm points out that the branch […]
Technical Innovation in CU Branches
Codigo, a provider of marketing tools, released research that shows that the number of FIs planning to equip universal bankers (or other staff members) with tablets shot up 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2017 to 51{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018. Interactive kiosks and interactive teller machines both came in at 44{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018, a ten percentage point increase. Both video […]
Supercharge member engagement in Branches by working closely with your Contact Center
Many members believe all channels should work in concert, including the branch. The staff in your contact center and branches should understand the member’s journey without members having to provide them with their contact details. Using our Better Lobby Appointment Assistant, combined with our Pseudo Host Database, your contact center agents can easily book appointments for […]
Small Businesses Prefer Branches
J.D. Power reports that 61{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of small businesses in its sample survey are much less likely to use digital banking channels, and are still classified as “branch dependent.” The research firm concluded that businesses still value working with a live person in a branch who understands what they do and what they need. The reality […]
Technology Improves In-Person Branch Operations
According to industry consultant Richard Crone, “you’ll lose a customer for an unreasonable branch experience, but they’re not integrating the branch with the mobile app. The best way to do that is with a scheduling capability.” We agree with his assessment – allowing members to use their mobile device, tablet or computer to book an […]
Generation Z and Branches
GenerationZ — folks born after 1996 — will be the most diverse generation in the U.S. by2020, and at their peak will hold some $143 billion in purchasing power. Tolearn more about this generation, UNiDAYS polled 1,000 Gen Zers to see how theyfeel about money. They found two interesting facts – one quite obvious (95{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} […]
Intelligent Branch Banking
According to a recent McKinsey study, a staggering 80 percent of Americans still want that branch-level human touch on some or all of their banking needs – particularly when they are looking for loans, investments and financial advice. Cisco executives like to use the term “Intelligent Branch Banking” to describe a branch that drives better […]
Appointments Help with “Moments of Financial Truth”
During a brainstorming session of financial professionals at a recent BAI conference led by Jim Eckenrode, managing director for Deloitte’s Center for Financial Services attendees came up with the following ideas on how to make branch banking more appealing to consumers who are seeking assistance with their important financial matters: making appointments online for branch […]
Branches Key Factor in Switching FIs
New research from Resonate on the reasons people switch primary banking providers indicates that there are 5.6 million people in the U.S. who plan to switch FIs in the next 12 months. Among women surveyed about switching, the top three reasons for switching FIs were: more convenient branch locations (34{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) better service (19{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) better online/mobile […]
What do Millennials want from their FIs?
In a recent Forbes Magazine article Sebastian Rymarz, Chief Business Officer for Fundbox, postulates that consumers, especially Millennials, want the following items from their FI: less friction and more help personal attention the customized service they’re used to getting when they’re logged in on their devices to carry over to their in-branch experience One way […]
Branch staff take center stage amid transformations
For $1.3 billion asset LGE Community Credit Union in Marietta, GA, the move to universal front-line staff has been good for the credit union, members, and staff. The credit union has increased referrals, reduced staff costs, and enhanced member engagement, according to an interesting article on CUNA’s website. At Better Branches, we equip CUs that […]
Mobile Video Banking Ready for Growth
BluCurrent Credit Union’s ($185 million & 22,000 members) five-year-old video banking program has allowed the CU to reduce branch staffing levels by two-thirds and reallocate resources to create a more robust call center and mortgage department. Using a video connection from the credit union’s contact center to the branch kiosks, their experts are able to […]
Branches for the Digital Age
McKinsey and Company believes that far from rendering the branch obsolete, digital technology holds the key to the branch of the future. They state that smart-branch transformation builds on three pillars: the seamless integration of cutting-edge branch technology, which has become cheaper, more reliable, and more accessible; the adoption of radically new, teller- and desk-free […]
Millennials Inclined to Switch FIs to Obtain Better Service
Four in 10 millennials say they have switched FIs due to poor service, and nearly twice as many (77 percent) say they would switch to a FI offering better service, according to new research from Humley, a creator of artificial intelligence chatbots for enterprise. This begs the question: how do you deliver great service to millennials […]
Across Generations, Consumers Prefer the Branch for Financial Advice
Consumers are happy with digital interactions for quick transactions, but for more substantive conversations they’d rather deal with humans, according to new research commissioned by Samsung. However, the study added a caveat: a poor branch experience can keep consumers away, or even make them consider switching to another institution. Here are the top consumer complaints […]
Digital Interactions Are Fine, to a Point
Two surveys, done by New York-based financial services research and advisory firm Celent in February and released this month, asked over 2,300 U.S. adults when, how and why they want face-to-face interactions with their financial institutions. The surveys found that the majority (55{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) wanted in-person interactions when they felt a conversation was necessary, and 77{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} […]
3 Myths about Video Banking
The “3 Myths” article contends that video banking helps credit unions make their products and services more convenient, while simultaneously helping them develop a high tech image. The author discusses 3 common myths around video banking that are holding adoption rates back: Myth #1. No space for video banking Myth #2: Video banking is over […]
Credit Unions Reinvent the Branch Experience
In a recent interesting Credit Union Times article, Peter Strozniak pointed out that “to create that experiential brand marketing, credit union executives are redesigning branches and cross-training staff to make the credit union experience personal, memorable, different and engaging – indelible positive member emotions that simply cannot be duplicated through digital channels.” As more CUs […]
Global Video Banking Survey
Vidyo recently released the results from their Global Video Banking Survey and the data shows that consumers who have experienced video banking want more of it. Whether through online video banking (85{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers said they would use it again) or in-branch video banking (90{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of consumers said they would use it again), consumers find […]
Another Study Supports Popularity of Branches
Branches remain essential for handling financial matters for a significant number of consumers, according to a new report from Phoenix Synergistics entitled “The New Digital Bank Branch.” Not surprisingly, Baby Boomers are most likely to hold this viewpoint, however, an impressive number of Millennials – more than four in ten – find branches essential for […]
Automated marketing campaigns are clicking with members
A recent CU Journal article noted that many credit unions are deploying adaptive email marketing automation campaigns that are increasing new balances, spiking auto loan applications and converting anonymous website visitors to being “known.” In a similar vein, one of our clients recently came to us and asked if we could help them obtain accurate […]
Long live the branch
In a recent interview, Diebold Nixdorf’s director of business development, design and new technology incubation Dave Kuchenski commented that once all FIs master the digital experience (and they will because those who don’t won’t be around), the differentiator becomes physical. Mr. Kuchenski added that means determining who comes into the branch and why and then […]
Two Types of Video Banking
The widespread popularity of Skype and Facetime show that consumers love video. As far as credit unions are concerned, there are two video categories that they can use to better serve members: in-branch and remote video. Currently, in-branch (which includes kiosks, ATMs or video-equipped rooms within branches and other CU facilities) is the most popular, […]
Americans Prefer Branches Over Mobile Apps for Opening New Accounts
A recent survey by consulting firm Novantas found that while mobile banking apps keep getting better, 60 percent of Americans would still rather open a new checking account in person at a branch than on a phone, tablet or desktop computer. Not surprisingly, the Novantas research concluded that Americans’ preference for visits to branches over […]
Revolutionizing Member Service: The Rise of Video-Only Branches in Credit Unions
In a groundbreaking move that signals a paradigm shift in member engagement, BCU, under the leadership of Chief Retail Officer Carey Price and Chief Information Officer Jeff Johnson, is set to introduce video-only branches. In a recent CUBroadcast interview, Price and Johnson delved into the rationale behind this innovative approach, shedding light on its mechanics, […]
Community Choice Credit Union Invests in Branch of the Future
Community Choice Credit Union EVP/COO Dan Munro recently took time out of his busy schedule to do an interesting video interview with CUBroadcast: Press Here Dan firmly believes the branch – or “Member Center” as Community Choice calls it – is not dead by any stretch of the imagination. It’s just evolving. We agree wholeheartedly! […]
Branches aren’t going away
In the U.S. today, there are about 86,000 retail bank branches and another 21,000 credit union branches. In the first half of 2017, according to the FDIC, about 200 branches closed and another 100 new branches opened every month. So the expected decline this year will be a little more than 1000, a slower rate […]
Credit unions turn to video
Video interaction services can help enable credit unions to centralize their experts. This technology, which is becoming more affordable and commonplace, allows members to have a lifelike meeting experience with CU employees in smaller branches where it is not feasible to deploy mortgage, investment and other specialized staff. The next step is BYOD (Bring Your Own […]
People still like the personal touch
Every year, the IMF conducts a global survey to assess people’s access to financial services. The most recent data from October 2017 show the number of branches per 100,000 adults holding remarkably stable in recent years. When it come to important financial matters, advice and problem solving, most people still have a preference for face […]
Gen Z Heaviest Branch Users
Gen Z consumers are surprisingly more likely than any other age group, including Baby Boomers, to visit a branch at least weekly, according to a new study from Accenture. While this may come as a surprise to many, what is not surprising is that the study also revealed that they are the group that is […]
Branches Are Here to Stay, and They’re Better than Ever
In a recent article in Credit Union Times, managing editor Natasha Chilingerian took an interesting look at how two CUs – IQ CU and Nutmeg State Financial CU – are developing their branch strategies. She found that the branch is alive and well, and they are getting major facelifts. She also concludes that the “branch […]
Video is a key part of the ultimate branch format
Peak Performance Consulting Group, a respected consulting firm that specializes in banking strategy, recently outlined their concept of the “ideal branch.” One of the basic tenets was video: “You need private offices for the universal bankers to have private conversations…. One should have two-way video conferencing capability. When a customer needs to speak with a […]
Legacy channels probably can’t beat mobile — so they should join it
In a recent article in Business Insider, Senior Research Analyst Dan Van Dyke stated that credit unions “should prioritize adding features such as the ability to view wait times in mobile banking before calling support, the ability to use a mobile phone to gain access to ATMs, or mobile scheduling tools to set appointments with […]
Innovation and Appointment Booking
In a recent blog, NCR stated that “innovation and development in the self-service channel will give branch staff more freedom to focus on activities that can deliver genuine value for the business….” Online appointment booking is perfectly suited to achieving this goal of focusing on activities that can deliver genuine value, e.g., opening more accounts, […]
Video Banking Proves Popular for BluCurrent CU
BluCurrent Credit Union in Springfield, MO has implemented a popular video conferencing platform that routes calls from their branches to the CU’s member experience center. How popular is it? “Out of a five-point scale, our average rating is 4.5 for a positive experience and 93 percent of members would recommend it, which blew away our […]
Merging the Member and the Branch Staff Experience
In a recent blog post entitled “Future of the Branch: Conclusion – It’s about employee experience too,” , an experienced FinTech blogger points out that “for branches to maintain longevity banks must focus on employee experience alongside customer experience, through integration of the technology available to both.” This is an interesting and important observation, but […]
The Mobile/Physical Divide Represents a False Choice
Amazon, the bastion of e-commerce, has opened stores, along with other tech giants such as Microsoft and Apple, in an effort to reach customers and create new experiences around their products and brands. Even as credit unions move towards a “mobile first” strategy, many of them continue to invest in their branch networks. The bottom line […]
More Than Half Of Globe’s Population Now Using Mobile Banking
According to the Mobile Ecosystem Forum’s recent Mobile Money Report, 61{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of people use their mobile phone to carry out banking activity. Yet, even with mobile banking’s booming popularity, around 28{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of the 6,000 people interviewed for MEF’s report said that a branch was the preferred location for daily banking, compared to the 26{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} who prefer […]
Improving Customer Experience in Banking
A survey of executives in the banking industry revealed that the top three initiatives planned for 2017 among leaders included: 1) removing friction from the customer journey; 2) use of big data and advanced analytics; and 3) improvements in integrated multichannel delivery. At Better Branches, our solutions can significantly help with items 1 and 3. […]
Instant Issuance and Branch Appointments – A Perfect Marriage
Many progressive credit unions have implemented instant issue card programs in their branches with great success. Instant issuance enables members to walk into a branch and, within seconds, receive a fully-functioning, active payment card. But it is not just new members but increasingly existing members who have lost their cards or need a replacement card […]
Booking Rooms as well as Branch Specialists
The start of a new year is always a good time for predictions. Jon Voorhees, a consultant with Peak Performance Consulting Group , makes this prognostication for branches: “Customers may be able to communicate with branch personnel via Skype and more banks will also have private soundproof rooms in which customers can have face-to-face conversations with offsite […]
Video Conferencing is a Top Branch Priority
At the recent Future Branches conference, attendees were surveyed on many topics. In terms of the “technology needed in the branch of the future,” 63{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} indicated that enhanced ATMs and video sessions with advisors were their top priorities. “Mobile” finished second in the poll which is interesting because most people would not think about mobile […]
Consumers Expect Multi-Channel Services, Yet Many Still Prefer Branch
Fiserv’s recent Expectations & Experiences quarterly consumer trends survey reveals that while 53{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of those surveyed said they prefer to use online or mobile banking for everyday transactions, a robust 44{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} favored a branch location. Our Mobile Appointment Booking Tool provides an ideal way to blend the digital and the physical worlds. Members can use […]
Millennials are visiting Branches
Qualtrics, in conjunction with Accel, recently surveyed 8,000 adults to learn how the different generations approach their money and payment options. What they found is that while Millennials are heavy mobile banking users, 30 percent of them report that they visited a financial institution branch in the past week. Meanwhile, 33 percent of baby boomers said […]
Consumers Love Mobile Banking Apps… But Still Need Branches
This is the title of a recent article in the Financial Brand and in the article they also cover four areas that impact a consumer’s satisfaction level with their financial institution. They are: Location Convenience Ease of Doing Business Transparency and Fairness Security and Reputation The vast majority of credit unions certainly excel in all four […]
Phygital Banking
Phygital (physical plus digital) is a marketing term that describes blending digital experiences with physical ones. As members become more reliant on their smartphones for their banking needs, there will be more instances that arise in which they will want to connect the digital experience with the branch experience. Our Mobile Appointment Booking Tool is a […]
The in-person experience at branches is still important!
A new study of more than 9,500 consumers by Market Force Information found that one-fifth of respondents said they went into a branch in the last 90 days to speak with a branch employee about new products and additional services. Those who did reported 5{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} higher satisfaction levels than those who didn’t, and they were […]
Technology is great, but sometimes face-to-face is better
In support of their branch network The Nationwide Building Society, a large credit union in Great Britain, is running TV ads with the message: ‘technology is great, but sometimes face-to-face is better’. The synergy between the branch and the digital channels is directly evident: when Nationwide opens a new branch, the number of people using its […]
Summit Credit Union Enjoys Robust Branch Traffic
Summit Credit Union is a large – $2.4 billion in assets and more than 153,000 members – and progressive credit union that is the second largest credit union in Wisconsin. Rebecca Gerothanas, SVP of Operations at Summit, states that “electronic banking is gaining in popularity; there is no doubt about it,” but she quickly adds […]
Branches remain essential to CU’s relationships with members
FDIC Chief Economist Richard Brown says that “this thesis…that we have mobile banking and high-tech banking, therefore the branch offices are dinosaurs and going away appears to be substantially overstated.” ATMs never replaced tellers when they came online as predicted by many pundits, and now mobile can’t possibly replace them either. It is a safe […]
The Branch of the Future Will Still Be a Branch
Over the years, telephone banking and ATMs were going to replace the branches, then online and mobile banking were pegged as “branch killers.” Members now have more banking options ever – especially when it comes to handling routine transactions and balance inquiries, yet survey after survey shows that consumers in all age groups still value […]
Blending your branch and digital channels
Accenture, the multinational management consulting services company, surveyed more than 4,000 retail bank customers in the US and Canada and uncovered these attitudes about using branches : 87{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} indicated they will continue to use the branch in the future 49{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} said they anticipated using the branch two years from now because “I trust my bank […]
Video is coming to all channels
Some observers contend that video banking will be the next chapter in a credit union’s digital transformation. Research co-sponsored by Efma and Vidyo found that nearly 80{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of all surveyed FIs plan to offer video-enabled banking services. Respondents noted that regardless of the channel (mobile, desktop, branch or ATM), the most important capabilities for video […]
Millennial Branch Traffic Integrates Mobile
A recent BI Intelligence Digital Banking survey revealed that 75{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of millennials either never visit branches or do so once a month or less; however, 62{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of millennials still find some value in branches, which led the researchers to conclude that FIs must strive to find the right balance between digital and in-branch services. Our Better […]
Brochures or Digital Signage?
Many credit union marketing departments are foregoing brochures for in-branch digital signage. This trend is noticeable in credit unions of all sizes. Case in point: Laramie, WY-based UniWyo Federal Credit Union, which has $271M in assets and about 24,000 members, recently replaced paper brochures in their lobbies with screens. We have addressed this trend head […]
Top 10 Banking Trends for 2016
U.S. News and World Report has published a list of the Top 10 Banking Trends for 2016 and we directly address three of their predictions with our solutions: 1) The digital and branch experience will merge. We connect the digital experience to the branch experience via our Mobile Appointment Booking Tool. 2) Branches will start to go […]
Video banking beginning to gain traction
BluCurrent Credit Union in Springfield, MO has incorporated video conferencing into its three branches. Although they are only a $158 million-asset credit union, BluCurrent invested in the technology and video conferencing has been very well received by their members. We developed our Branch Video Meeting Queues to help credit unions provide full support to any […]
Branch Service Queue Display Goes Live
Without a doubt, digital merchandising represents a step way beyond traditional branch signs and displays. To take it a progressive step further would be to add our latest module: Branch Service Queue Display. This powerful software supports a wide array of display types, resolutions, and screen sizes via responsive software design. In action, it provides […]
Tablets in the Branch
At Island Savings CU, when members have an appointment and are waiting to meet with an employee, instead of handing out magazines and newspapers, they are offered tablets that they can use for browsing. This is an excellent idea and one that matches perfectly with our Better Lobby Self Check-in Kiosk solution that can use […]
Streamlining Branch Visits
Research from Shikatani Lacroix, an award winning Toronto-based design and branding firm, shows that many consumers would like to use their smartphones to help them streamline branch visits. Not only would like to be able to determine how busy a branch is prior to a visit, they are willing to use their mobile devices for […]
Branch Functions Change
The rise of online and mobile banking have made it convenient to do many routine financial transactions – checking balances, paying bills, depositing checks, etc. – remotely, but that doesn’t mean that branches are about to disappear. Bankrate, the Web’s leading aggregator of financial rate information, reports that branch visitors make the journey from many […]
Consumers want it all
Consumers still prefer visiting brick and mortar branches for many of their financial transactions, according to studies from CO-OP Financial Services and U.S. Bank. In fact, a whopping 86{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of those surveyed plan to do business in branches during the next five years. Sarah Canepa Bang, Chief Strategy Officer for CO-OP Shared Branch which is […]
Keep Hold of the Branch
James Bosley, an employee of Compass Plus which is a retail banking and electronic payments solutions provider, recently wrote an interesting article entitled “Millennials won’t be millennials forever, keep hold of the branch.” He notes that while Millennials are “digital natives” that prefer to do as much as possible on their mobile devices, they still value […]
Schedule a Branch Appointment in Emails
LiveClicker offers credit unions the means to dynamically update the content of emails when they are opened, rather than when they are sent. One of the features that the Silicon Valley-based company says that their system supports is the ability to embed how-to “schedule an appointment” or other instructional videos directly within the body of […]
Reverse-showrooming
Just about everyone is familiar with ‘showrooming’ which is when a consumer goes to a retail location to investigate a product, then leaves and buys the product online at reduced price. Yet many FIs are experiencing just the opposite, which is reverse-showrooming where consumers do their research online and go to the branch to finalize […]
Branches in the Mobile Age
According to a recent study by the Federal Reserve Bank of Cleveland, branches provide an information advantage that helps bolster the bottom line, even in an era of Internet and mobile banking. Cleveland Fed researcher Kristle Romero Cortés found that financial institutions “were able to make better quality loans when they had a branch in […]
Branches and Appointment Making
John Best, a long time CU executive and head of the Best Innovation Group, states that “branches are still the best user experience….. and more people would go to the branch if they could schedule an appointment to see someone and be sure that they would get the time and attention and they need for […]
Banking Satisfaction Factors
A recent survey of more than 3,800 consumers by Market Force Information found four major factors that impact customers’ satisfaction in banking: Transparency & Fairness Security & Reputation Ease of doing Business Location Convenience The vast majority of credit unions have items 1 and 2 well covered, but many continue to work on items 3 […]
Managing Wait Times
Studies have shown that perceived wait time – the amount of time a consumer thinks they have waited – goes up rapidly after the expected wait time is surpassed. Why is this important? Because customer wait time is one of the most reliable leading indicators of customer satisfaction in survey after survey. As many credit […]
The Evolution of Banking Roles: Embracing the Universal Banker Model
In the ever-evolving landscape of banking, institutions are constantly seeking ways to optimize efficiency, enhance customer experience, and adapt to changing consumer demands. One significant trend that has emerged in recent years is the rise of the universal banker. This hybrid role, combining the responsibilities of both tellers and platform staff, has garnered attention for […]
Enhancing Customer Experience: The Evolution of Contact Centers in Credit Unions
In the realm of credit unions, the role of contact centers has transcended beyond merely handling calls and resolving issues efficiently. Today, the focus is squarely on optimizing the customer experience, bridging the gap between physical branches and digital channels. This transformation entails the integration of new technologies and channels, aimed at creating a seamless […]
Ensuring the Future of Bank Branches: Balancing Trust and Accessibility
Despite the rise of digital banking solutions, a recent survey conducted by Glory Global Solutions reveals that the majority of US consumers still value the presence of physical bank branches. This sentiment underscores the enduring importance of in-person interactions in the banking industry. However, consumers are increasingly demanding greater convenience and personalized service from their […]
Balancing Tradition and Technology: The Continuing Relevance of Credit Union Branch Locations
Despite the rapid advancement of technology in the banking sector, credit union members continue to express high levels of satisfaction with their institutions. According to the Credit Union Satisfaction Index 2015 by CFI Group, credit unions consistently rank among the highest in terms of customer satisfaction. While online and mobile banking have become increasingly influential […]
Branch Appointments Optimize face-to-face interactions
Celent recently released a new report titled “Optimizing Face-to-Face interactions: The Missing Link in Branch Channel Transformation” and in it they examine future branch trends. The research firm confirms our view that branch appointment booking is a “must have” feature – in fact, it rates number three on their list: Branch customer experience surveys Desktop and […]
Never underestimate the value of branches
Survey after survey confirms that the American public continues to choose their primary FI based on whether a particular FI has a branch near where they live or work. This choice always represents a significantly higher proportion than any other reason listed, even over much-hated banking fees. Even more surprisingly, it applies to all age […]
Mobile and Branch Ties Extended
The relationship between mobile and branch banking is evolving and it’s interesting to see the channel connections that some banks are making. Axis Bank, India’s third-largest private sector lender, demonstrates how the two work together with the launch of a new mobile application that allows its customers to search for and reserve safe deposit boxes. […]
Branches and Mobile – A Perfect Pair
According to a new survey by Orc International, 88 percent of American adults feel they still need a physical branch location to go to for banking needs. Plus even as mobile banking improves and grows in both popularity and functionality, 84{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of those surveyed still believe that they would like to have a branch to […]
Branches still offer the best opportunity for engagement
In a recent Wall Street Journal article, Adam Schneider, senior advisor to Deloitte’s Center for Financial Services, had some interesting observations: “Branches remain vital to defining brand image and are still the most tangible representation of a bank’s capabilities and service. They are far more effective in communicating brand value than websites, which tend to […]
J.D. Power Survey Find All Generations Like Branches
A new consumer survey by J.D. Power finds that consumers across the board value branches. While the survey found that the younger generation tends to use mobile phones for a lot of their banking needs, all generations at about the same level of branch use at FIs. The research firm found consumers of all ages […]
Do Millennials Use Branches?
Without a doubt, mobile banking is the fastest-growing channel. Moreover, it has grown faster than any channel in the history of banking – faster than online banking, ATMs, etc. Yet Millennials, also known as Digital Natives, still use branches, according to Wells Fargo CEO John Stumpf. He recently pointed out that 75 percent of customers visit […]
Building a bridge from mobile to the branch
Mobile banking has been a runaway success and now mobile payments are gaining traction with the release of Apple Pay and its accompanying media exposure. Yet even big fans of mobile must admit that it is critical for credit unions to maintain a branch presence in their communities. Credit unions that want to truly engage […]
In Branch Sales about Six Times more Effective than Mobile/Web
McKinsey & Company, a multinational management consulting firm with 108 global offices, recently conducted research on account openings in financial institutions. Their findings are quite interesting: in-branch sales converted at a rate of 85{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} while digital channels averaged a mere 15{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} conversion rate. Plus that 85{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in-branch rate is actually closer to 100{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} when you […]
Credit unions continue to boost service levels at their branches
Credit unions must absolutely embrace online and mobile technologies, but many experts contend that their battles for market share will not be won there. Much to the dismay of those who like to proclaim the death of the branch, most credit unions acknowledge that maintaining a physical presence in their markets is critical to their […]
Video banking complements branch banking
Speaking to a financial expert face-to-face is an essential step in any member’s financial life, particularly when it relates to high value services and big financial decisions such as mortgages and auto loans. Video conferencing is growing in credit union branches and some FIs are even taking it to another level and allowing consumers to […]
Branches Complement Digital Channels
The CEO of a giant Spanish bank recently was quoted as stating that branches give traditional financial institutions an edge over big consumer tech companies such as Apple, Facebook, Google and Amazon. Banco Santander plans to continue to invest in their retail presence while simultaneously setting a target of moving 45{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of its customers to […]
Harnessing the Power of Video Meetings: Enhancing Member Engagement through Efficient Meeting Coordination
As the banking landscape continues to evolve, financial institutions are increasingly turning to video banking as a means of expanding customer engagement and driving operational efficiency. Leading analyst firm Celent emphasizes the importance of embracing video banking to remain competitive and retain customers. In this article, we delve into the significance of video banking and […]
Face-to-face Engagement remains Top Priority
Celent has released a new report, titled, Retail Banking Channel Systems in North America: The Quest for Omnichannel Continues. In it, their survey reveals some interesting branch trends in North America: a third of surveyed FIs expect no change in branch count over the next five years, 40{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} expect a net add in branches, just […]
Four Myths About Bank Productivity
William Heitman writes a short, but accurate article about the four misconceptions about bank productivity. In it he discusses “nontechnology work activities”, “perceived front office improvement resistance”, “ back office technology improvement” and “improving troublesome tasks”. Thanks William – a great read. To see the entire article at American Banker press here
Transforming Branch Experiences: The Power of Video in Credit Unions
The financial industry has witnessed significant transformations over the years, with technological advancements reshaping the way financial institutions interact with their clients and members. One notable trend that has emerged is the integration of video technology within branch operations. In this article, we explore the various uses of video in credit union branches, highlighting its […]
The real value of the branch
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 […]
Mobile Appointment Booking Tool acts as a “bridge” to the branch
While mobile banking continues to grow in popularity, the branch remains an important delivery channel for even the most ardent mobile banker. Case in point: a McKinsey & Company study found that consumers using mobile and online banking more than once a week are also over 60 percent more likely to be active retail branch […]
Lloyds rolls out real-time online appointment booking system
The big British banks are now following their trend-setting American counterparts with news that Lloyds Bank has rolled out an online system that lets customers book branch appointments in real-time. News reports state that this is a first in the United Kingdom. In action, customers can pick a branch and appointment time – from the […]