[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, in-person support remains a top priority.
So how can credit unions make the most of this? By bridging the gap between digital and physical service—and that’s where Better Lobby comes in.
With tools like Online Queuing and Mobile Appointment Booking, members can find a branch, check wait times, and reserve a spot—all from their phone or computer. It gives them the confidence that when they walk in, their time will be respected.
Better Lobby also supports shared branching, making it easy for members to find and connect with service points beyond their home credit union—all while tracking visits and services in one unified system.
Why This Matters for Growth
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📍 Nearby branches help convert online searches into real visits
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📲 Better Lobby tools make it easy to go from digital interest to in-person support
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🧑💼 Real-time data helps managers see where members are going—and why
Your website isn’t just a tool for digital banking—it’s a bridge to your physical branches. By promoting your locations and using Better Lobby to power them, you’re meeting members exactly where they are: online and in person.
Branch Strategies: Bringing Credit Union Services Closer to Your Members
In a world full of apps and digital tools, some things still matter—like having a local branch that members can count on. While online and mobile banking continue to grow, smart branch strategies remain key to keeping credit unions connected to their communities.
So, what does a good branch strategy look like in 2024? It’s all about being accessible, flexible, and member-focused—and Better Lobby can help make that happen.
Why Branch Strategies Still Matter
Even as digital channels become more popular, members still want:
✅ Face-to-face support for complex services (like loans or account issues)
✅ Trust and personal connection with local staff
✅ Convenience—not every member lives near a large branch or prefers to bank online
A strong branch strategy isn’t about adding more buildings—it’s about making your services feel close, no matter where your members are.
3 Smart Branch Strategies Credit Unions Should Consider
1. Use Appointments to Bring Expertise Anywhere
Not every branch needs a full team of specialists. With Better Lobby’s appointment scheduling, you can let members meet with the right expert—whether they’re in another branch or working remotely via video.
📍 This helps small or rural branches stay valuable without needing full-time staff for every service.
2. Offer a Virtual Branch Experience
Sometimes, members want branch-level service without leaving home. With Better Lobby’s video appointments, online queuing, and phone options, you can give members that in-branch feel—from their couch, car, or kitchen table.
💡 This is especially helpful for younger members, busy families, and those with limited mobility.
3. Streamline In-Branch Visits
When members do visit a branch, make the experience smooth and efficient. Better Lobby tools like:
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✅ Self-check-in kiosks
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✅ Wall displays to show queue order
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✅ Real-time service dashboards
…help keep things moving—and make every visit feel professional and fair.
Putting It All Together
A great branch strategy doesn’t mean going fully digital or sticking to the old model. It means meeting members where they are—both physically and emotionally. Whether that’s a flagship location, a small neighborhood branch, or a virtual meeting, the goal is simple:
Make it easy for members to get the help they need, from someone they trust.
With Better Lobby, your credit union can do exactly that—without adding complexity for staff or increasing overhead.
Final Thoughts
Branch strategies are evolving, but they’re more important than ever. Credit unions that embrace flexibility, efficiency, and personalization will not only stay relevant—they’ll grow stronger member relationships in the process.
Want to see how Better Lobby can support your branch strategy? Let’s talk.
The following section is the original post from April 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
Without a doubt, mobile and online banking are affecting branch networks, but physical branches are still critically important. Research firm Novarica noted this recently and fine-tuned this observation further by noting that branches are actually important when consumers are searching online for a new financial institution.
Their research shows that more than half of consumers shopping for a new FI only want to compare institutions within five miles of home or work. Consumers in urban areas prefer closer branches, while those in rural communities are more likely to expand their search options beyond five miles. For members, joining a credit union might be the best financial decision they ever make.
Key Takeaway: Consumers still desire the convenience of branches and use the Internet to find those locations, so credit unions must prominently promote their branch networks and shared branching locations on their home page.