Category: Mobile Appointment Booking Tool

How Mobile Tools Are Improving Credit Union’s Branch Experience

[Updated October 2025] Today’s credit union members expect convenience and connection—especially when visiting a branch. Research from Shikatani Lacroix Design (SLD) found that consumers increasingly want to use their smartphones to make branch visits smoother. They want to know how busy a branch is before they arrive, check in on their phones when they get there, and even receive helpful updates while they wait. That’s where Better Lobby comes in. With Better Lobby’s Mobile Appointment Booking Tool, and Self Check-In Kiosk, credit unions can give members the experience they want—fast, intuitive, and mobile-friendly. These tools work together to eliminate wasted time, reduce frustration, and showcase your credit union as a modern, member-focused organization. Streamline the Journey from Start to Finish Book from anywhere: Members can schedule appointments in advance using their mobile device, ensuring they meet with the right staff member at the right time. Skip the line: Upon arrival, they can check in using the Self Check-In Kiosk or a QR code, instantly alerting staff that they’ve arrived. Stay informed: The Branch Service Queue Display keeps members updated on their place in line, so they feel informed and valued while they wait. Together, these solutions create a seamless flow—from digital to in-branch—helping credit unions deliver the kind of connected experience members expect. Building Emotional Connection Through Experience Like SLD’s “Blink Factor” philosophy, Better Lobby focuses on creating instant and lasting impressions. When members walk into your branch and see efficient check-ins, clear digital displays, and friendly staff who are ready for their appointment, they instantly recognize your credit union as innovative, organized, and member-first. Consistency across every touchpoint—from mobile to lobby—strengthens trust and keeps your brand top of mind long after the visit ends. Bringing Digital Convenience Into the Branch Members want flexibility. They expect the same ease of use from their credit union that they get from their favorite apps—without losing the personal connection that makes branch visits meaningful. By introducing digital scheduling tools, credit unions can give members control over their experience while maintaining the trusted, human-centered service that defines their brand. Tools like Better Lobby’s Mobile Appointment Booking help bridge this gap, allowing members to plan their visits ahead of time and ensuring staff are prepared to serve them efficiently. This seamless mix of technology and hospitality not only saves time—it strengthens relationships and reinforces your credit union’s commitment to exceptional member care. Key Takeaway Using mobile devices to set appointments and check in streamlines the branch experience, reduces wait times, and builds member satisfaction. With Better Lobby’s integrated tools, your credit union can deliver the modern, friction-free experience members expect—every time.       The following section is the original post from March 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 self-service check-ins, and they say they are open to receiving information while they wait. We can help with all of these issues via appointment setting with our Mobile Appointment Booking Tool; with our Self Check-in Kiosk Software; and with our new Branch Service Queue Display solution. Key Takeaway: Using mobile devices to set appointments reduces wasted time and eliminates a huge friction point – branch wait times.

Why Branch Visits Still Matter-Even in a Digital Age

[Updated October 2025] Even with mobile apps and online banking dominating daily transactions, members still value the face-to-face experience that only branches can provide. Studies from CO-OP Financial Services and U.S. Bank found that 86% of consumers plan to continue visiting branches over the next five years. For credit unions, this means that the branch isn’t disappearing—it’s evolving. The Human Side of Banking As Sarah Canepa Bang, Chief Strategy Officer at CO-OP Shared Branch, explains, “Credit unions have always been leaders in personal service.” That member-first culture continues to be a defining advantage for credit unions, even as digital transformation reshapes how members interact. The key is blending technology with the personal touch members already trust. Branches remain where life’s biggest financial conversations happen—buying a home, consolidating debt, or planning for retirement. Members want knowledgeable staff who can help guide them through important decisions, and they value the confidence that comes from sitting down with a real person. Better Lobby: Making Personal Service More Convenient The challenge for credit unions is delivering that in-branch experience while matching the convenience members expect from digital tools. That’s exactly where Better Lobby’s Appointment Booking tools come in. With Better Lobby’s Mobile Appointment Booking Tool, members can easily schedule a meeting at their preferred branch, on their own time—through a phone, tablet, or desktop. Staff instantly see appointments in their calendars, allowing them to prepare in advance and ensure each visit is productive and personal. The result is a smoother, more efficient experience for both staff and members. No long waits. No uncertainty. Just service that fits today’s pace of life. The Future of Member Access As branches evolve into consultative service centers, scheduling and queue management become essential. Tools like Better Lobby’s Appointment Booking, Online Queuing, and Kiosk modules help credit unions balance efficiency with connection—ensuring members can get expert help without feeling rushed or overlooked. Enhancing the Modern Branch Experience Today’s members expect flexibility—whether they’re managing accounts online or meeting face-to-face with a financial advisor. That’s why forward-thinking credit unions are transforming their branches into experience centers where convenience and personal service meet. By integrating tools like Better Lobby’s Appointment Booking and Online Queuing, credit unions can create a seamless journey for members: they can research services online, schedule an appointment in seconds, and receive personalized attention when they arrive. This modern approach not only saves time but also shows members that their credit union values both innovation and relationships. In short, it’s not about replacing the branch—it’s about reimagining it for today’s digital world. Key Takeaway There’s no substitute for the human connection that happens in a branch—but there’s also no reason it can’t be modern and convenient. With Better Lobby’s Mobile Appointment Booking Tool, credit unions can bring the best of both worlds together—giving members easy access to personalized, in-branch financial guidance whenever and wherever it fits their schedule.   The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.   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% 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 a nationwide network of 5,400 branches dedicated to serving members of 1,800 participating credit unions, stated in their report that “credit unions have always been leaders in personal service…” A key part of delivering personal service at the branch increasingly involves appointment setting. Not much is more convenient than letting members easily select a time and location to discuss a host of banking and financial solutions — when and how it makes the most sense for them. Key Takeaway: There simply is no substitute for talking with someone face to face about your financial needs and issues and Mobile Appointment Booking Tool puts more convenience and access to your branch staff in the hands of those who need it — your members.

Why Branches Still Matter in the Age of Digital Banking

[Updated October 2025] It’s never been easier to manage your finances online—depositing checks, paying bills, or checking balances can all happen in seconds from your phone. Yet despite the convenience, research shows that members still value visiting a branch for certain transactions. According to Bankrate, 45% of Americans have visited a bank or credit union branch within the past 30 days, and 86% plan to continue using branches in the next five years. Why? Because the branch experience offers something digital channels can’t: trust, expertise, and human connection. Many members visit branches not because they have to—but because they want to. The Role of the Modern Branch Today’s branches are less about everyday transactions and more about meaningful conversations. Members come in to: Discuss major financial goals, like buying a home or consolidating debt Seek personalized advice for complex financial situations Build trust through one-on-one interactions with experienced staff As Anne Pace of Bank of America put it, “The banking center is becoming more and more a place not only for basic transactions, but for people to discuss complex issues.” Branches aren’t disappearing—they’re transforming. They are evolving from transactional spaces into relationship hubs where members feel seen, heard, and supported. Connecting Personal Service with Modern Convenience Even as branches adapt, efficiency and convenience remain essential. Members don’t want to spend time waiting—they want quick, focused service that respects their schedule. That’s where Better Lobby’s Mobile Appointment Booking Tool makes all the difference. With just a few taps, members can: Choose their preferred branch and staff member Schedule an appointment at a convenient time Receive reminders to bring any necessary documents For staff, appointments automatically appear in calendars, helping them prepare and deliver a more productive and personalized experience. The Future Is Hybrid As digital and physical channels continue to blend, credit unions have an opportunity to bring the best of both worlds together—combining digital convenience with human-centered service. Members can start their journey online and finish it in the branch, confident that their visit will be efficient and meaningful. Bringing Digital Convenience Into the Branch Members want flexibility. They expect the same ease of use from their credit union that they get from their favorite apps—without losing the personal connection that makes branch visits meaningful. By introducing digital scheduling tools, credit unions can give members control over their experience while maintaining the trusted, human-centered service that defines their brand. Tools like Better Lobby’s Mobile Appointment Booking help bridge this gap, allowing members to plan their visits ahead of time and ensuring staff are prepared to serve them efficiently. This seamless mix of technology and hospitality not only saves time—it strengthens relationships and reinforces your credit union’s commitment to exceptional member care. Key Takeaway Important financial matters deserve personal attention—and that often means a face-to-face conversation. Better Lobby’s Mobile Appointment Booking Tool bridges the gap between convenience and connection, ensuring members get timely, personal service every time they step into your branch. The following section is the original post from March 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 reasons: “concerns over security, ease of use, lack of awareness, and a desire to meet the people they’re entrusting their money to face to face.” The fact is the branch is less and less about basic transactions, and more and more about the need for people to discuss important and oftentimes complex financial issues. Key Takeaway: Important financial matters are best handled at the branch and that often means an appointment. Our Mobile Appointment Booking Tool ensures timely service and reminds members to bring the information necessary to the meeting.

Send an Email to Members so they Book an Appointment with Your Credit Union

[Updated October 2025] Smarter Email Campaigns Meet Seamless Appointment Booking Credit unions have always thrived on personal relationships—but in the digital age, personalization happens through smart technology, too. Today’s marketing tools make it possible to connect with members in real time, offering not just information, but instant action. That’s why combining dynamic email marketing with Better Lobby’s Mobile Appointment Booking Tool is such a powerful strategy. Imagine sending an email about auto loan refinancing or home equity consultations—where members can watch a short video, learn the basics, and immediately book an appointment right from the email. No redirects. No searching your website. Just one tap to connect with your team. Better Lobby’s Mobile Booking Tool makes this easy. It’s customizable, responsive, and fully branded to your credit union’s look and feel. Whether your member opens an email on their phone, tablet, or desktop, they can schedule time at their preferred branch or video appointment in just a few clicks. This approach does more than improve convenience—it boosts conversion. Members are far more likely to follow through when the next step is simple and immediate. And for credit unions, it means higher engagement and more traffic directed to the right staff and services. Expanding Your Marketing Impact with Better Lobby Once your members start booking appointments directly from your campaigns, it opens up new possibilities for smarter marketing and service alignment. With Better Lobby’s reporting and analytics tools, your team can track how these appointments connect to specific campaigns—helping you measure ROI and member engagement in real time. By combining Better Lobby’s Mobile Booking Tool with real data from your dashboards and reports, your marketing team can create continuous improvement loops—where every campaign becomes smarter and more effective than the last. The future of credit union marketing isn’t just digital—it’s connected, personalized, and measurable. Better Lobby makes that future possible. Key takeaway about Credit Union Appointment Booking with Email Pairing Better Lobby’s Mobile Appointment Booking Tool with modern email marketing creates a seamless, high-impact experience that drives both engagement and branch growth. It’s not just outreach—it’s results.     The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 a message. This has the potential to be an extremely powerful marketing tool when combined with our Mobile Appointment Booking Tool. All types of loan and other product offers could be easily sent to members with the built-in capability for them to self-schedule meetings in branches in a well-ordered and convenient manner. Key Takeaway: Marrying our affordable Mobile Appointment Booking Tool to virtually free email marketing campaigns is a great way to boost your branch sales numbers.

Millennials Still Value Credit Union Branches — But They Expect Smarter, Faster Service

[Updated October 2025] Millennials, Mobile Banking, and the Modern Branch Experience Millennials have long been known as “digital natives”—a generation that prefers managing everything from their phones. But as they age and take on more complex financial goals like mortgages, investments, and family savings, they’re rediscovering the value of in-person banking. That doesn’t mean the branch is going back to its old ways. Instead, it’s evolving. Credit unions are now blending digital convenience with human connection, ensuring every member—especially younger ones—can get expert help quickly and easily. Why the Branch Still Matters Even the most tech-savvy members want reassurance when making major financial decisions. Whether it’s applying for a home loan or discussing investments, they value the opportunity to talk to a real person. Research continues to show that branch visits remain high, especially for advice-based interactions. But the key is efficiency—members don’t want to wait in long lines or spend half an hour checking in. They want streamlined, purposeful visits that respect their time. Making It Happen with Better Lobby That’s where Better Lobby’s Mobile Appointment Booking Tool comes in. This feature allows members to schedule face-to-face appointments from anywhere—right from their smartphone. It’s fast, intuitive, and customizable to fit your credit union’s brand and member experience. By letting members book in advance, credit unions can: Reduce lobby congestion and wait times Ensure the right staff are available for specific services Improve member satisfaction through personalized, timely service And with integrations across other Better Lobby modules—like Online Queuing, Video Meetings, and Reports—credit unions gain a complete view of branch activity, helping optimize both member experiences and operational efficiency. The Future: Seamless Digital-to-Branch Banking Millennials—and every generation that follows—expect consistent, connected experiences across channels. They might research loans online, confirm details over video, and finish the process in person. Better Lobby helps credit unions make that journey simple and seamless. The future of credit union service isn’t about choosing between digital and physical—it’s about blending both. By adopting tools like Better Lobby’s Mobile Appointment Booking, credit unions can ensure the branch remains relevant, engaging, and efficient for years to come. Building Loyalty Through Smarter Service When members feel that their time is respected, they’re far more likely to stay loyal. By giving them control over how and when they interact with your branch, you show that your credit union values convenience as much as connection. Mobile booking tools make this possible—reducing friction, empowering members, and freeing up staff to focus on meaningful conversations instead of managing walk-ins. And when this digital convenience is paired with friendly, efficient in-person service, it reinforces what credit unions do best: building trust through personal relationships. With Better Lobby, that trust becomes easier to earn, maintain, and grow—one appointment at a time. Key Takeaway  Even digital-first members value human connection. With Better Lobby, credit unions can deliver that connection—faster, smarter, and more conveniently than ever before.   The following section is the original post from February 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.   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 the in-branch experience, and will do so even more as they grow older. He is convinced – like we are – that consumers must be able to prearrange their face-to-face branch meetings with their FI using their mobile application on the go. He contends that “time in-branch per visit should be minimal, with all processes and operations as fluent as possible. By doing this the consumer won’t view the experience as a chore but as a more integrated part of their banking process.” Without a doubt, branch appointments provide a welcomed alternative for members who are facing a long wait for service. Key Takeaway: Our Mobile Appointment Booking Tool is perfect for attracting and retaining Millennials members, but members from every demographic group also really appreciate its convenience.

Bridging Digital and In-Branch Banking with Better Lobby’s Mobile Appointment Booking Tool

[Updated October 2025] Balancing Digital Convenience with In-Branch Connection As digital banking continues to grow, it’s no surprise that millennials visit branches less often. But here’s the twist—while many prefer mobile tools for everyday banking, most still see value in face-to-face interactions when it comes to important financial moments. A recent BI Intelligence survey found that while 75% of millennials rarely visit branches, 62% still find them valuable. That means credit unions don’t need to replace branches—they just need to make them more accessible and efficient. The Role of Better Lobby’s Mobile Appointment Booking Tool Better Lobby’s Mobile Appointment Booking Tool bridges the gap between digital and in-person banking. Members can easily schedule appointments from their phone, tablet, or computer—choosing their preferred branch, service, and time. Behind the scenes, appointments flow directly into staff calendars, giving employees time to prepare before each meeting. This small change has a big impact: No long waits: Members arrive at their scheduled time and are seen promptly. More meaningful service: Staff can review member needs in advance. Increased efficiency: Branches operate smoothly, even during peak hours. Why This Balance Matters Credit unions that blend mobile convenience with in-branch service are building stronger relationships with their members. When members can handle simple tasks online but still rely on the branch for personalized advice, trust grows—and so does loyalty. The Mobile Appointment Booking Tool makes this balance possible. It’s customizable with your credit union’s logo and colors, fits seamlessly into your website or app, and delivers an experience that feels both modern and personal. Key Takeaway Digital convenience and personal connection aren’t opposites—they’re partners. By using Better Lobby’s Mobile Appointment Booking Tool, credit unions can offer the best of both worlds: efficient digital scheduling and exceptional in-branch service that keeps members coming back.   The following section is the original post from May 2016. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent BI Intelligence Digital Banking survey revealed that 75% of millennials either never visit branches or do so once a month or less; however, 62% 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 Lobby Mobile Appointment Booking Tool is the perfect solution for striking this balance. With a few taps on their mobile device, members can book an appointment at the branch that is most convenient for them and at time that ensures virtually no waiting. On the back end, the appointments flow seamlessly into credit union employees’ calendars so they are fully prepared to engage with the member and quickly address the reason for their branch visit. Key Takeaway: Credit unions that roll out mobile functionality that forms a bridge to their branch networks will be making a move that positively impacts the member experience, branch sales, and overall staffing productivity.

Branches and Appointment Making

[Updated September 2025] It’s no secret—members value their time. In a world where convenience drives loyalty, offering members the ability to schedule appointments is no longer a “nice to have.” It’s essential. Industry leaders, like John Best of Best Innovation Group, have long emphasized that branches still provide the best member experience. But the key is making those experiences easy to access. When members know they can book a dedicated time to sit down with a staff member, they feel confident they’ll get the attention and support they need—without long waits or uncertainty. Bringing Banking to the Member The idea doesn’t stop at in-branch appointments. Some credit unions are experimenting with “mobile banking experiences” outside the branch—meeting members at their home, office, or even a coffee shop. This flexible approach shows just how powerful appointment booking can be in strengthening relationships. By giving members options for where and how to connect, credit unions can meet them on their terms, fostering deeper trust and loyalty. How Better Lobby Makes It Possible Better Lobby’s Appointment Booking tools make scheduling simple and seamless: Mobile & Online Access: Members can schedule appointments anytime, from their phone or computer. Branch or Remote Options: Support in-branch meetings or explore future options like video or off-site appointments. Staff Efficiency: Staff can prepare ahead of time, ensuring each meeting is productive and personalized. Improved Experience: Members feel valued, knowing their credit union respects their time and busy schedules. Key Takeaway Appointment booking is more than just scheduling—it’s a service strategy. By making it easy for members to connect when and where it works for them, credit unions can deliver the personal service members expect while building loyalty that lasts. With Better Lobby, your credit union has the tools to make this vision a reality. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 their busy schedule.”  We couldn’t agree more with his comments. He even recommends taking the concept further with his FinancialUber (FUBER) proposition: that CU employees make appointments with members in their home, office or a coffee shop to discuss their needs. Key Takeaway: Mobile appointment booking has the ability to be game changer for your CU when it comes to building member loyalty and delivering stellar service.

Branches in the Mobile Age

[Updated September 2025] In today’s world of mobile apps and online banking, some may think branches are becoming less relevant. But research continues to show that branches still provide a unique advantage—one that directly impacts both service quality and financial performance. A study from the Federal Reserve Bank of Cleveland found that financial institutions with a physical branch presence were able to make better quality loans. Why? Because branches give staff access to “soft information”—insights about members, their communities, and local economic conditions that simply can’t be captured by numbers alone. This local knowledge helps credit unions make smarter decisions, reduce risk, and better serve members. The Human Side of Banking Branches remain essential for building personal relationships, fostering trust, and supporting members through complex financial decisions. Whether it’s applying for a mortgage, planning for retirement, or resolving an issue, many members still prefer face-to-face interactions when the stakes are high. At the same time, digital channels are vital for convenience and speed. The strongest credit unions don’t choose between digital and in-person service—they integrate both to create a seamless experience. Connecting Branches and Digital Channels One of the best ways to bridge the digital and physical is through online and mobile appointment booking. By allowing members to schedule time with branch staff in advance, credit unions can: Give members confidence that they’ll be seen quickly and prepared for. Reduce lobby wait times and improve satisfaction. Help staff prepare for appointments and provide better service. Align digital convenience with the personal touch of the branch. Key Takeaway Branches aren’t going away—they’re evolving. By combining digital tools like appointment scheduling with the unique advantages of local branch knowledge, credit unions can deliver the best of both worlds: convenience and human connection. With Better Lobby’s Mobile Appointment Booking Tool, your credit union can strengthen service quality while boosting branch productivity and sales. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 the area, which suggests that their local presence gave them invaluable information about borrowers and conditions in the local economy.” Branches are all about personal relationships, community affinity and handling complex financial decisions. Digital offerings are absolutely essential and complement the branch network, but they can never replace it. Key Takeaway: One of the best ways to connect your branches to your digital channels is by allowing your members to make appointments with your branch staff. Our Mobile Appointment Booking Tool is the right tool for the job because it boosts member service quality, while simultaneously positively impacting branch sales.

Reverse-showrooming

[Updated September 2025] In retail, showrooming has become a common trend—customers browse in-store but make the final purchase online. Credit unions, however, are seeing the opposite effect: members do their research online and then visit a branch to finalize important financial decisions. This behavior, known as reverse-showrooming, highlights just how essential it is for credit unions to make branch visits easy and convenient. Why Reverse-Showrooming Happens When it comes to loans, investments, or other big financial choices, trust is everything. While members may gather information online, many still want the reassurance of speaking face-to-face with a trusted credit union staff member before signing on the dotted line. This blend of digital research and in-person connection makes branch access more important than ever. The Role of Appointment Booking Reverse-showrooming proves that members want both digital tools and human support. The best way to connect these two experiences is with online and mobile appointment booking. With Better Lobby’s Appointment Scheduling Module, members can: Choose a branch, time, and service that fits their schedule Book directly from their phone or computer in just a few clicks Receive reminders so they’re prepared when the appointment day comes For the credit union, it means walk-ins become less overwhelming, staff can prepare in advance, and members leave with a stronger impression of service and efficiency. Why It’s a Win for Everyone Members save time and feel confident that their needs will be met. Staff get the chance to prepare, leading to more productive conversations. The credit union builds stronger relationships and improves overall branch efficiency. Key Takeaway Reverse-showrooming is proof that branches still matter. By offering easy mobile and online appointment booking, credit unions can bridge digital convenience with the personal touch members value most. It’s not just about managing schedules—it’s about creating a seamless experience that builds trust, loyalty, and long-term growth. The following section is the original post from December 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 their loan or investment choice. Reverse-showrooming perfectly illustrates the need for consumers to be able to book an appointment at the branch location of their choice. After all, numerous other industries such as retail and restaurants allow consumers to use mobile tools to schedule appointments and make reservations. Key Takeaway: Mobile appointment booking tools are a triple win: the CFO is happy to maximize ROA, the COO is thrilled to deliver the right branch experience, and the member receives timely and expedited service that fits into their busy schedule.

Banking Satisfaction Factors

[Updated September 2025] A recent survey of more than 3,800 consumers by Market Force Information revealed four major factors that shape satisfaction in banking: Transparency & Fairness Security & Reputation Ease of Doing Business Location Convenience Most credit unions already excel at transparency and security. But when it comes to making banking easier and more convenient, many still have room to grow. And that’s where appointment scheduling can make a big impact. Connecting Convenience with Ease of Doing Business “Ease of doing business” and “location convenience” are closely linked. Members don’t just want a branch nearby—they want it to work on their terms. Online and mobile appointment booking gives members the ability to plan their visits around their lives, not the other way around. Instead of walking in and waiting, members can arrive at a time that works best for them, knowing they’ll be seen right away. Advisory Services: The Human Connection While digital banking handles many transactions, in-person interactions still matter—especially when it comes to financial advice. Members want to talk to a trusted professional when making decisions about mortgages, auto loans, or investments. According to the survey, these advisory moments are some of the strongest opportunities for credit unions to build satisfaction and even generate referrals. By offering appointment scheduling, credit unions ensure these important conversations are efficient, personal, and stress-free. Staff have time to prepare for the meeting, and members feel valued and heard. Boosting Staff Productivity Appointments also help staff plan their day. Instead of juggling unpredictable walk-in traffic, they can balance scheduled advisory sessions with other member needs. This creates a smoother flow in the branch and ensures no one feels rushed. The result? Happier staff and happier members. Key Takeaway Appointment scheduling isn’t just a convenience—it’s becoming the new standard in credit union service. By making it easy for members to book time for financial advice and other key services, credit unions can raise satisfaction, improve staff productivity, and strengthen loyalty. Would you like me to also create a short sidebar/box of “Member Benefits vs. Staff Benefits” so this blog feels more skimmable for readers?   The following section is the original post from November 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 and 4, which are in many ways closely intertwined. One of the best ways to unite the Ease of Doing Business and Location Convenience factors is via online and mobile appointment scheduling. This is particularly true when it comes to financial advice; in fact, the report concludes that “in-person interactions, such as advisory services, present some of the strongest opportunities for retail banking to increase customer satisfaction and drive referrals.” Key Takeaway: Appointment setting for advisory services – and many other important financial decisions – will be the norm in the next few years at credit unions looking for ways to increase member satisfaction and boost branch staff productivity levels.

Never underestimate the value of branches

[Updated September 2025] For years, surveys have told the same story: consumers still choose their primary financial institution based on branch proximity. In fact, research shows that having a branch close to home or work outweighs nearly every other factor—even banking fees, which customers claim to dislike most. And this preference isn’t limited to one age group. From Boomers to Millennials to Gen Z, all demographics continue to say that having a branch nearby is critical to their relationship with a financial institution. So why do branches remain so important when mobile and online banking are faster, cheaper, and always available? The Psychology Behind Branch Choice Behavioral economics helps explain this. Consumers may say they make banking choices based on rational factors like fees or service quality. But in practice, decisions are often guided by familiarity, trust, and emotional connection. Familiarity bias: People tend to choose what they see often. A branch across the street builds brand recognition and comfort, regardless of pricing. Fairness and trust: Beyond rational calculations, members want to feel they’re being treated fairly and that their financial partner has their back. Branch staff embody that trust in a way apps cannot. Brand image: A branch isn’t just a building—it’s the most tangible representation of a financial institution’s brand. For many members, the branch is the brand. It’s no surprise, then, that over 70% of consumers in some studies said they wouldn’t bank with an institution that had no branches—even if they rarely visit one. Branches Are More Than Transaction Centers Even in the digital era, branches remain central to high-value financial activity: 72% of deposits are still made at branches. Two-thirds of account openings and loans happen face-to-face. Members consistently report higher confidence in financial decisions when they meet with staff in person. Branches aren’t just for transactions—they’re where relationships are built, problems are solved, and loyalty is cemented. Modernizing the Branch Experience Of course, member expectations have evolved. Waiting in line, filling out forms, or being bounced between departments doesn’t fit today’s definition of good service. That’s where technology like Better Lobby comes in. Better Lobby equips credit unions with tools to make branch visits smooth, efficient, and member-first: Visitor check-in & tracking: Members are greeted quickly and routed to the right staff. Appointment scheduling: Members can book ahead, ensuring staff are prepared for their needs. Queue management: Reduces frustration and keeps service flowing, even during peak times. Data & reporting: Branch leaders gain insights into traffic patterns, service times, and staff performance. In short, Better Lobby transforms branches from a point of friction into a showcase of efficiency and care. The Future: Branches as Brand Icons Branches may no longer be the place for every transaction, but they’ve become more important than ever as relationship and trust hubs. They represent the brand, shape perceptions, and influence member retention in ways digital channels can’t replicate. Credit unions that succeed will be those that: Invest in branch modernization, not just mobile apps. Personalize both digital and in-branch experiences. Use tools like Better Lobby to connect convenience with human connection. Key Takeaway Phones, apps, and ATMs are important. But people don’t open accounts with devices—they open them with people. Branches remain the foundation of member trust and loyalty, and with the right tools, they can be both efficient and deeply personal. Better Lobby ensures that every branch visit reinforces what members value most: trust, fairness, and genuine human service.   The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 groups and demographics. The full-service branch continues to be the foundation of the consumer relationship for both transactions (e.g., 72 percent of all deposits are made at the branch), and account openings and lending activities (more than two-thirds of consumers open accounts and apply for loans and credit in the branch). Managing and serving waiting visitors in a full-service branch requires new tools and techniques, and our Better Lobby platform is optimally designed to handle this critical task for both teller and platform staff. Key Takeaway: Phones, tablets and computers don’t open accounts or take out loans – people do. Make every effort to ensure that visitor check-in and service tracking is fast and easy.

In Branch Sales about Six Times more Effective than Mobile/Web

[Updated September 2025] In an era where mobile apps and online banking dominate, it might be tempting to believe branches are no longer essential. But the numbers tell a different story. Research from McKinsey & Company found that in-branch account openings convert at an astounding 85%, compared to just 15% in digital channels. And that 85% is actually closer to 100% once you remove cases rejected for fraud or identity issues. Other studies back this up: according to Fiserv, branches remain the leading source of new product sales and account relationships, often responsible for 60% or more of all new product sales. The evidence is clear: branches are still the beating heart of growth for credit unions and community banks. Why Branch Conversions Are So High When members walk into a branch, they’re already motivated. They’ve set aside time, gathered their documents, and are prepared to take action. Add in the face-to-face trust built with staff, and the likelihood of conversion skyrockets. Digital channels are convenient for quick transactions—but when it comes to opening new accounts, securing a loan, or starting a long-term relationship, members prefer a human touch. The branch environment makes it easier to guide members, answer questions in real time, and resolve concerns that could otherwise stall or stop the process online. The Role of Appointments in Branch Success If branches are where the majority of conversions happen, then getting members into the branch efficiently is critical. That’s why offering convenient appointment scheduling is such a powerful tool. Appointments remove friction: Members choose the time and location that works best for them. Staff can prepare in advance, ensuring a smoother experience. Wait times are reduced, because traffic is spread out more evenly. This simple step—making it easy to book time with staff—can directly boost conversion rates, improve member satisfaction, and maximize the value of branch visits. How Better Lobby Helps Better Lobby’s Appointment Booking Module was designed specifically to meet this need. It works across web and mobile channels, so members can schedule visits on their own terms, 24/7, without staff involvement. Features include: Branch and staff selection: Members pick where and who they’d like to meet with. Service type: Appointments can be tied to specific needs (mortgage, auto loan, new account, etc.). Reminders and confirmations: Automatic email and text notifications keep members on track. Staff integration: Branch employees see upcoming appointments, prepare accordingly, and deliver better service. For managers, the system also provides valuable data—showing peak times, appointment types, and patterns that help with staffing and resource planning. Key Takeaway Branches are still the most powerful driver of growth for credit unions. But the secret isn’t just in keeping the doors open—it’s in making it easy for members to get through those doors. Appointment scheduling bridges the gap between digital convenience and in-person trust, ensuring that branches remain strong centers of relationship-building and sales. Better Lobby makes this simple, effective, and scalable—helping credit unions win where it matters most: with their members.   The following section is the original post from March 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 percent while digital channels averaged a mere 15 percent conversion rate. Plus that 85 percent in-branch rate is actually closer to 100 percent when you consider that most of the 15 percent of applicants that were not converted to members/customers were declined by the FI for identity issues and/or fraud reasons. Research from Fiserv and others shows that the retail branch remains the leading source of new product sales and account relationships for the majority of FIs. Some projections even show that branches typically account for at least 60 percent of all new product sales! Key Takeaway: These statistics clearly point out why it is critical for credit unions to make it as easy as possible for their members to make appointments with them to visit their branches. Our Appointment Booking Tool supports both the Web and the Mobile channels so that members can make appointments at their convenience at their preferred branch without the involvement of staff.   Below is the original article from wib.org Five Steps to Improving Branch Profitability Getting Focused on the Right Things By Andy Grinstead, Bank Intelligence Solutions from Fiserv In recent years, the branch seemed headed for a smaller role in the retail distribution channel. Consumers were adopting online and mobile banking channels in larger numbers. At the same time, tough economic times led banks to close branches to cut costs. Despite these trends, the retail branch remains the leading source of new product sales and account relationships for the majority of community banks. However, it is also by far the most expensive channel. According to Fiserv data, the cost of branches and related staff makes up 64 percent of all non-interest expense for the average bank. Thus, it’s critically important that banks evaluate their retail distribution networks to balance opportunity with costs. By determining the role, footprint, strategic position and business focus of each location, institutions can boost profitability while managing both growth and risk. Here are five proven steps that banks can take to improve branch profitability. Only 27 percent of surveyed bankers indicated that their business plans take current wallet share into account. Evaluate branch performance. To maximize performance and build a sustainable earnings stream, the best-performing banks balance the three principal drivers of franchise value – profit, growth and risk. By comparing profit, growth and risk data for the bank against its peer institutions, a bank’s management team can establish goals for enhancing performance. Then, the financial institution can look at its individual branches to determine how to best align the day-to-day activities within each branch with the overall objectives of the franchise. Assess the market and determine the role for

J.D. Power Survey Find All Generations Like Branches

[Updated September 2025] For years, the conversation in banking has been dominated by digital: mobile apps, online payments, and self-service tools. But new research from J.D. Power shows that while younger generations lean heavily on mobile for everyday transactions, branch use is steady across all age groups. Surprisingly, Gen Z—the so-called “digital natives”—visit branches almost as often as Gen X and Millennials. They might use mobile more frequently for quick transactions, but when it comes to more important or complex needs, they value the ability to sit down with someone face-to-face. And they’re not alone. Consumers of all ages consistently say they want personalized service, which is still best delivered in-branch. The Rising Bar for Personalized Service Here’s the challenge: expectations have never been higher. Members aren’t just looking for friendly service—they want staff who are prepared for them before the meeting even starts. That’s where appointments play a critical role. When a member books a time to meet, staff can: Review their needs in advance. Gather any documents or resources required. Deliver a smoother, more personalized experience. Instead of walking in cold, members are greeted by someone who is ready to help. That preparation builds trust, speeds up service, and makes the experience feel more valuable. Tools That Make Appointments Work Better Lobby has developed two powerful tools to make branch appointments effortless: Branch Appointment Calendar Module (staff-facing): Gives branch employees a clear view of upcoming appointments so they can prepare and manage their schedules efficiently. Mobile Appointment Booking Tool (member-facing): Lets members book visits anytime, anywhere, directly from their phones. It’s quick, convenient, and ensures they feel in control of their experience. Together, these tools form a bridge between digital convenience and human connection. Members get the flexibility of mobile, and staff get the visibility they need to deliver top-notch, personalized service. Why This Matters for Credit Unions The J.D. Power study confirms what many already suspected: branches remain essential touchpoints for all generations. But just keeping the doors open isn’t enough. To meet rising expectations, credit unions need systems that make in-branch interactions smoother, faster, and more personal. Appointments do exactly that. They reduce wait times, improve staff efficiency, and most importantly, give members the sense that their time and needs truly matter. Key Takeaway Branches aren’t going away—they’re evolving. As members demand both digital convenience and human connection, credit unions must rise to the challenge. Better Lobby’s appointment tools make it possible to deliver personalized, prepared service that builds loyalty across every generation. The future isn’t just digital or in-branch—it’s both, working together. The following section is the original post from June 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 want personalized service. A key component of personalized service is having the member service representative prepared ahead of time which is facilitated by appointment setting. We are seeing more and more interest in our Branch Appointment Calendar Module which is staff-facing and our Mobile Appointment Booking Tool which is member-facing for just these reasons. Key Takeaway: Branches remain important touch points for all ages, but service demands have risen. The ability to easily schedule an appointment with branch personnel is key to meeting these rising expectations.   Original JD Power Article  Press Releases: April 30, 2015 Gen Z Has Arrived. Is Your Bank Ready? Overall Retail Banking Satisfaction is Up, Mobile and ATM Satisfaction Declines WESTLAKE VILLAGE, Calif.: 30 April 2015 — Gen Z,[1] which comprises about one-fourth of the U.S. population, is entering adulthood and creating new challenges and opportunities for retail banks of all sizes to acquire them as customers, build their loyalty and capture a larger share of wallet as they age; however, banks will need to understand what drives satisfaction among this generational group. Additionally, while overall satisfaction has improved from 2014, satisfaction with mobile and ATM features has slightly declined raising a red flag about retail banks’ approach to technology, according to the J.D. Power 2015 U.S. Retail Banking Satisfaction StudySM released today. The 10th annual customer satisfaction study is the longest-running and most in-depth survey of the retail banking industry, with more than 80,000 consumers evaluating various aspects of their banking experience. The study measures satisfaction in six factors (listed in alphabetical order): account information; channel activities; facility; fees; problem resolution; and product offerings. Channel activities include six subfactors (listed in alphabetical order): ATM; branch; call center; IVR; mobile; and website. Banks are ranked based on overall customer satisfaction in each of the following regions: California, Florida, Mid-Atlantic, Midwest, New England, North Central, Northwest, South Central, Southeast, Southwest and Texas. Satisfaction is measured on a 1,000-point scale. Gen Z and Retail Banking: Satisfaction among Gen Z customers (797) is higher than among Gen Y and Gen X customers (781 and 778, respectively.)  Additionally, overall satisfaction among Gen Z customers of big banks[2] (807) is higher than among Gen Z customers of regional banks (796) and midsize banks (769). Among Gen Z customers, digital transactions are shifting from website to mobile. A higher percentage of Gen Z customers use mobile (38%) than the average use across all other generational groups (19%), and Gen Z uses mobile more often than other generations (48 times per year vs. 39 times). Surprisingly, branch usage among Gen Z customers is on par with that of Gen X and Gen Y, as 76 percent of Gen Z customers have visited a branch in the past 12 months, compared with 72 percent of Gen Y customers and 74 percent of Gen X customers. Gen Z customers who visit a branch average 12 times per year, compared with Gen Y and Gen X who visit 11 times and

Video banking complements branch banking

[Updated September 2025] Speaking to a financial expert face-to-face has always been one of the most important moments in a member’s financial journey. Whether it’s applying for a mortgage, financing an auto loan, or making a big investment decision, members want advice they can trust. Traditionally, that meant coming into a branch during business hours and sitting across the desk from a staff member. But times are changing. Video banking is quickly becoming a standard service—not a futuristic perk. Barclays in the UK made headlines years ago for rolling out video banking platforms that let customers connect with banking experts right from their mobile device or desktop. Coutts, a private bank, went even further, piloting a system that lets customers invite multiple advisors or even external professionals into the same video session. These examples showed early on what was possible: combining digital convenience with the personal connection members value most. The Shift to Member-Controlled Convenience Members today expect flexibility. They want the reassurance of a real conversation, but they don’t want to be restricted by branch hours or physical location. Video appointments make it possible for someone to talk to a mortgage specialist during their lunch break, or for a small business owner to connect with a credit union advisor without leaving their office. Better Lobby takes this concept and brings it directly into the credit union world with its Video Appointment Module. Instead of relying on third-party apps or clunky plug-ins, the video experience is built right into the appointment system. Members can book an in-branch, phone, or video appointment using the same interface. For staff, it’s seamless: scheduling, notifications, and service tracking all happen in one place. How Better Lobby Video Appointments Work Scheduled Video Meetings: Members book a time online, through the branch, or via call center, just like a regular appointment—but meet virtually. Branch-to-Branch Video: A member in one location can connect to an expert in another branch, removing the need to have specialists everywhere. On-Demand Video Meetings: Members join a virtual lobby and connect with staff when available—ideal for quick needs that don’t require travel. This flexibility helps credit unions scale expertise. Instead of staffing every branch with a mortgage or investment specialist, one expert can serve multiple locations through video. That not only improves access for members but also makes staffing more efficient. Why It Matters for Credit Unions Credit unions compete on relationships. Members expect personal service, but they also expect convenience. Video banking bridges those expectations, giving them both. It’s also a powerful way to reach younger members who are comfortable with video calls but still want human advice when making financial decisions. And here’s the bigger picture: Better Lobby’s video features don’t stand alone. They integrate with appointments, lobby management, kiosks, and online queues. That means the entire member journey—from booking to check-in to meeting—flows together smoothly, whether it happens in person, on screen, or both. Key Takeaway Video banking is no longer optional—it’s essential. Members want the trust of a face-to-face meeting and the flexibility of digital channels. With Better Lobby’s integrated Video Appointment Module, credit unions can deliver both: building stronger relationships, reaching more members, and competing effectively in a world where convenience rules. Branches plus video = the future of member service.   The following section is the original post from Febuary 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 arrange meetings via their PCs or mobile devices. Case in point: Barclays Video Banking in the UK follows on from the success of video technology available in a number of UK branches by rolling out of face-to-face video platforms to connect customers to banking experts from their mobile or desktop. Key Takeaway: Video banking gives members the chance to combine the confidence they get from a face-to-face meeting with the convenience of scheduling and holding those meetings on their own terms.

Branches and Mobile – A Perfect Pair

[Updated September 2025] A decade ago, many predicted that mobile banking would make physical branches obsolete. Yet the numbers tell a different story. According to a survey by ORC International, 88% of American adults said they still needed a physical branch for their banking needs. Even more striking, 84% believed that five years into the future, they would still want access to a branch for face-to-face interactions. Why? Because while mobile is fast and convenient, branches provide something no app can fully replace: human connection. When it comes to complex financial matters—buying a home, consolidating debt, or planning for retirement—members want the reassurance of speaking directly to a person they trust. Mobile and Branches Aren’t Opposites As Marina Stein, Senior Research Analyst at ORC, put it:“Consumers want both options – the ability to interact on-the-go and on their own schedule via mobile and online offerings, as well as the option to be able to have face-to-face engagements for more complex issues.” This is the reality for credit unions today. Mobile and branch channels aren’t competitors—they’re complements. Together, they create a full-service member experience that balances convenience with personal attention. Better Lobby’s Role: Connecting the Channels At Better Lobby, we recognized this synergy years ago when we created the Mobile Appointment Booking Tool. Here’s how it bridges the gap: From mobile to branch: Members can book appointments directly from their phones, choosing the branch, date, and service they need. Seamless staff visibility: Appointments automatically appear in the Better Lobby Appointment Calendar, visible to staff across the organization. Prepared service: Staff know who is coming in, why they’re visiting, and what to prepare—resulting in smoother, more valuable conversations. This integration ensures that members get the flexibility of mobile scheduling while still receiving the in-branch service they expect. Why It Matters Now More Than Ever Even as digital adoption skyrockets, branch traffic hasn’t disappeared—it has evolved. Members now use branches more selectively, reserving in-person visits for their most important financial decisions. This makes every interaction more meaningful, and appointments are the best way to make sure those moments count. For credit unions, the lesson is clear: Don’t choose between mobile and branch. Invest in tools that connect them. Prioritize appointments. They ensure efficiency, reduce wait times, and improve member satisfaction. Leverage both channels. Mobile drives convenience, while branches deliver trust and sales opportunities. Key Takeaway Mobile and branch channels aren’t separate—they’re two sides of the same coin. By combining them with Better Lobby’s Mobile Appointment Booking Tool and Appointment Calendar, credit unions can deliver service that is flexible, efficient, and personal. The future of member engagement is not “branch or mobile.” It’s both, working together. The following section is the original post from July 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 percent of those surveyed still believe that they would like to have a branch to go to for face-to-face encounters in 5 years. Marina Stein, Senior Research Analyst, ORC International, notes that “despite the continued growth of mobile use, the need for physical branches remains constant. Consumers want both options – the ability to interact on-the-go and on their own schedule via mobile and online offerings, as well as the option to be able to have face-to-face engagements for more complex issues.” We acknowledged this synergy between the branch and mobile channels when we developed our leading edge Mobile Appointment Booking Tool. Appointments made using the Tool are recorded in Better Lobby Appointment Calendar and are visible to all Better Lobby staff users. Key Takeaway: While on the surface, the branch and the mobile channels are completely separate, they are actually complementary and are equally critical to every credit union’s current and future success.

Branches still offer the best opportunity for engagement

[Updated September 2025] Digital banking continues to dominate the conversation. Apps, online payments, and AI-driven chat support often grab the headlines. Yet, as Adam Schneider of Deloitte’s Center for Financial Services observed, branches remain “the most tangible representation of a bank’s capabilities and service” and “far more effective in communicating brand value than websites, which tend to all look alike.” Branches are more than physical locations—they’re symbols of trust, reliability, and brand identity. For members making major financial decisions—like mortgages, auto loans, or retirement planning—the branch is still the primary channel for building confidence and deepening relationships. So how do credit unions ensure that branches remain not only relevant but essential in the digital-first era? The answer lies in appointments, preparation, and integration. The Power of Prepared Interactions Walk-ins will always be part of branch life, but when members can schedule an appointment, the quality of the interaction improves dramatically: Staff come prepared. Knowing why the member is visiting allows MSRs or loan officers to gather documents and resources ahead of time. Members feel valued. Scheduled appointments reduce waiting and create a sense of priority. Conversations are deeper. Staff can focus on needs analysis, cross-selling, and financial guidance instead of scrambling to catch up. Every appointment is a high-value interaction—one that strengthens the relationship and often leads to new product sales. That’s why scheduling tools are quickly becoming a “must-have” feature for credit unions. How Better Lobby Makes Appointments Seamless Better Lobby was built to make this process effortless for both members and staff. Its Appointment Calendar and Mobile Appointment Booking Tool work together to create a seamless experience: Enterprise-wide visibility: Branches and staff see a shared calendar of appointments, ensuring resources are balanced and no opportunities are missed. Member-friendly booking: Members can schedule visits from their phone, tablet, or computer at any time, choosing the branch, service type, and staff member if needed. Reminders and confirmations: Automated notifications keep members on track and reduce no-shows. Staff preparation: MSRs and loan officers have all the information they need before the meeting, making them more productive and able to provide personalized solutions. When combined, these tools transform branches into centers of engagement—organized, efficient, and member-focused. Branches as Part of Omnichannel Strategy While branch traffic has declined in some markets, branches still drive the highest sales per interaction. The key is to integrate them into an omnichannel strategy where digital and physical channels reinforce each other. Mobile directs traffic to branches. Booking an appointment online or via mobile ensures the member arrives ready. Branches deliver the human connection. Staff provide expertise, empathy, and reassurance that digital alone cannot. Data ties it all together. Insights from appointments feed into dashboards and reporting, helping leaders understand member needs and optimize staffing. This isn’t about branches competing with mobile—it’s about branches working with mobile to create a seamless journey. Key Takeaway Branches are still one of the strongest tools credit unions have to define their brand and build member loyalty. But to maximize their impact, appointments are essential. With Better Lobby’s appointment tools, credit unions can transform branch visits from routine transactions into meaningful, personalized experiences that grow relationships and drive sales. In the digital age, the most powerful strategy isn’t choosing between online and branch—it’s making them stronger together. The following section is the original post from July 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 all look alike. And they remain the primary channel for driving higher sales per interaction.” When you consider the high value of branch interactions, it only makes sense to use appointments to schedule them. Branch employees must be prepared to have an informed discussion of the member’s financial situation and needs, which is very difficult when walk-in members appear without an appointment. Our Better Lobby/Appointment Calendar provides an enterprise-wide, branch specific appointment calendar for each employee, making the creation and updating of member appointments seamless and easy. MSRs and loan officers are fully prepared for their meetings which make them more productive and increases their cross-selling and up-selling efforts. This module is especially powerful when paired with the Mobile Appointment Booking Tool that allows members to book their own appointments using any mobile device, tablet or computer. Key Takeaway: Branches remain a key piece of the member experience and having the ability to book appointments is rapidly become a “must-have” feature for credit unions looking to improve staff productivity, member loyalty, branch traffic flow and sales numbers

Mobile and Branch Ties Extended

[Updated September 2025] For years, industry experts have debated whether mobile banking would replace the branch. But what we’re seeing instead is something much more powerful: the two channels working together. Take Axis Bank in India as an example. They recently launched a mobile app that lets customers search for and reserve safe deposit boxes. Instead of making multiple trips to a branch, members can reserve space, gather documents, and arrive fully prepared. It’s a simple innovation, but it shows how mobile can complement branch service rather than replace it. Why Mobile + Branch Is the Winning Formula Members want convenience, but they also want human connection. That’s why the most forward-thinking financial institutions are designing mobile tools that guide members toward better in-branch experiences. The model is simple: Mobile gives flexibility. Members choose when and where they want service. Branches deliver trust. Staff provide personalized, face-to-face support. Together, they create efficiency. Less wasted time, smoother visits, and happier members. This combination is especially valuable for services that require preparation—whether it’s KYC documents for a safe deposit box in India or loan paperwork at a U.S. credit union. Better Lobby’s Approach: The Mobile Appointment Booking Tool At Better Lobby, we heard the same thing from credit unions: members want to easily book appointments at a time and place that works for them. That’s why we built the Mobile Appointment Booking Tool. This tool acts as the perfect bridge between mobile convenience and branch service. Here’s how it works: Members book appointments directly from their smartphones—no calls, no waiting. Automatic reminders prompt them to bring the right documents, preventing delays. Staff see appointments in advance, prepare accordingly, and deliver better service. Branch traffic is more balanced, reducing wait times and improving efficiency. Just like Axis Bank’s locker booking tool, Better Lobby’s appointment system takes something that could be frustrating and turns it into a streamlined experience. Why It Matters for Credit Unions Mobile booking tools aren’t just a tech trend—they’re fast becoming an expectation. As consumers get used to scheduling everything from doctor’s visits to restaurant reservations on their phones, they’ll expect the same from their credit union. For credit unions, this shift offers big benefits: Higher sales conversions: Members show up prepared, staff are ready, and the process is smoother. Improved member satisfaction: Convenience and personalization in one package. Operational efficiency: Reduced walk-in chaos and better use of staff time. Key Takeaway Mobile and branch aren’t competing—they’re converging. Tools like Better Lobby’s Mobile Appointment Booking bridge the gap, helping credit unions deliver service that’s both convenient and personal. The future of member service isn’t about choosing between digital and branch—it’s about making both stronger, together. The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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. At Better Branches Technology, our customers told us that it was important for CU members to be able to easily create an appointment at a time and location convenient for them – so we developed our Mobile Appointment Booking Tool. The Booking Tool helps increase branch sales success by reminding visitors to bring the information necessary to their scheduled meeting, while Axis Bank’s tool reminds consumers to bring all of the KYC (know-your-customer) documents that are required to rent a new box. Key Takeaway: Innovative ways continue to be developed for consumers to use their mobile devices to interact with their FI’s branch network. These mobile booking tools will only continue to grow in popularity as consumers come to expect this type of convenience.

Building a bridge from mobile to the branch

[Updated September 2025] There’s no question—mobile banking is a runaway success. From checking balances to transferring money, members love the speed and convenience of doing business from their phones. And now, with mobile payments like Apple Pay becoming mainstream, the smartphone is playing an even bigger role in everyday financial life. But here’s the truth: mobile doesn’t replace branches. Even the most enthusiastic mobile users agree that there’s no substitute for sitting down with a trusted advisor when making important financial decisions. A Wells Fargo spokesperson summed it up perfectly: “Rational business decisions still dictate having a strong physical presence.” Why Members Still Value Face-to-Face Service Branches aren’t just about transactions anymore. Members of all ages visit their credit union when they: Need help with complex financial products like mortgages, auto loans, or retirement planning. Want reassurance from a real person before committing to a big financial decision. Prefer building personal, long-term relationships with their credit union staff. Face-to-face service builds trust in ways that apps can’t replicate. That’s why the future isn’t mobile or branch—it’s mobile + branch. The Missing Link: Mobile Appointments So how do credit unions connect the convenience of mobile with the trust of in-person service? The answer is simple: appointments. When members can schedule a branch visit right from their phone, everything gets easier: Members choose the time, location, and reason for their visit without needing to call. Branch staff see appointments in advance and can prepare, making the meeting smoother and more productive. Traffic is spread out more evenly, reducing lobby congestion and improving wait times. This isn’t just about convenience—it’s about maximizing the value of both channels. Mobile becomes the gateway, and the branch becomes the destination. How Better Lobby’s Mobile Appointment Tool Works Better Lobby created the Mobile Appointment Booking Tool to make this connection seamless. It’s designed specifically for credit unions and integrates directly with branch workflows. Key features include: Mobile-first design: Works on any smartphone, no app download required. Customizable scheduling: Members pick their branch, staff member (if applicable), and service type. Notifications: Automatic reminders via text or email reduce no-shows. Staff dashboards: Employees see their day at a glance, helping them prepare for each member visit. Data insights: Managers can review appointment patterns to optimize staffing and resource allocation. The result? A smoother branch experience for members and more efficient use of staff time. Why It Matters for Credit Unions This isn’t just a tech upgrade—it’s a strategy. By offering mobile appointment booking, credit unions: Improve sales conversions by ensuring members arrive prepared and staff are ready. Enhance service quality by reducing stress and confusion in the lobby. Control staffing costs by distributing traffic more evenly throughout the day. Strengthen member engagement by blending digital convenience with personal service. Key Takeaway Credit unions don’t have to choose between mobile and branch service—members want both. Better Lobby’s Mobile Appointment Booking Tool bridges the gap, turning smartphones into a direct link to branch staff. It’s a win for members, staff, and the credit union as a whole. The future of service isn’t about replacing people with technology—it’s about using technology to make people even more effective. The following section is the original post from April 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 their members must recognize that there is no better form of engagement than face-to-face. A Wells Fargo spokesman put it well: “rational business decisions still dictate having a strong physical presence”. Members of all ages value the personal interactions that they can only receive at a branch. Many also love their mobile devices and the convenience of mobile banking. In order to facilitate these interactions, we built our Mobile Appointment Booking Tool. It acts as a perfect bridge between the member’s mobile device and the credit union’s branch staff. Key Takeaway: Our Mobile Appointment Booking Tool unites the mobile and branch channels in a way that positively impacts branch sales, member service quality, branch traffic flow and overall staffing costs.

Branch Appointments Optimize face-to-face interactions

[Updated September 2025] The future of the branch isn’t about replacing people with technology—it’s about using technology to make face-to-face interactions more meaningful. A new report from Celent, “Optimizing Face-to-Face Interactions: The Missing Link in Branch Channel Transformation,” makes this point clear. Celent’s research places digital appointment booking at the very top of branch transformation priorities, ranking it just behind customer experience surveys and process analytics. They even call these capabilities “proximate needs”—improvements that can’t wait for long-term strategies. Why Appointments Matter Right Now In an age of mobile-first convenience, members don’t want to wait in line or wonder if the right staff will be available when they arrive. They expect the same ease of booking a meeting with their credit union that they get when scheduling a haircut, a doctor’s appointment, or even a grocery pickup. Appointments benefit both members and staff: For members: Less waiting, smoother service, and confidence that their needs will be addressed. For staff: The chance to prepare in advance, focus on the right solutions, and deliver better cross-sell and upsell opportunities. For the credit union: Higher satisfaction, stronger loyalty, and more efficient use of branch resources. Without appointment tools, branches risk missing the mark on service at a time when every interaction counts more than ever. Better Lobby’s Fast, Affordable Solution The good news is that adding appointment booking doesn’t require years of planning or massive IT projects. With Better Lobby’s Branch Appointment Modules, credit unions can: Roll out appointment booking quickly—both online and mobile. Give members the power to schedule visits on their own time. Integrate seamlessly with staff calendars, ensuring everyone is on the same page. Improve branch traffic flow and reduce congestion during peak hours. These modules are designed to be affordable, fast to implement, and flexible enough to grow with your branch network. The Bigger Picture: A Branch That Works Like Digital Appointment booking is more than just a scheduling feature—it’s a signal that your credit union is adapting to member expectations. It bridges the gap between digital convenience and the trust of in-branch service, ensuring that branches remain relevant in an increasingly digital world. Key Takeaway Celent’s research is clear: appointment booking is a must-have. Credit unions don’t need to wait for a “future branch strategy” to get started—this is one upgrade that delivers immediate value. With Better Lobby’s appointment tools, credit unions can meet rising expectations today while laying the foundation for stronger, smarter branches tomorrow. The following section is the original post from August 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 process analytics Digital appointment booking They even go so far as to label these as “proximate needs” that demand immediate attention! Fortunately, our Branch Appointments Modules are both quickly implemented and affordable, which makes this is one need that can be readily checked off of any credit union’s must have service list. Key Takeaway: Now is the time to add mobile and online appointment booking to your branch networks. It is simply too important to wait until a “future branch strategy” can be fully formed and implemented.

Why Mobile Appointment Booking Is the Fastest Way to Modernize Your Branch

[Updated August 2025] Despite years of predictions about the “death of the branch,” a new report by Celent suggests otherwise: ✅ 40% of financial institutions plan to add branches ✅ 33% expect no change in branch count ❌ Only 25% expect a decline Branches are here to stay—but the way they function is changing. Today’s credit unions are challenged to create a seamless connection between digital and in-branch experiences. But there’s a gap between ambition and execution. Celent found that few financial institutions offer: Online discounts or rewards Video or text chat options And even fewer—online/mobile appointment booking Enter: Better Lobby’s Appointment Tools Of all the digital upgrades, appointment scheduling is one of the fastest, easiest, and most cost-effective ways to: ✅ Boost branch sales✅ Improve member service✅ Enhance staff efficiency✅ Link your digital channels to your physical branches With Better Lobby’s Appointment Booking Tools, members can schedule from their phone, tablet, or desktop—and staff can prepare in advance for every meeting. Want to improve both your digital presence and your branch performance?Start with online appointment booking—it’s the bridge your credit union needs. Key Takeaway:Branches aren’t going away, but expectations are rising. With Better Lobby, you can modernize your member experience today—without overhauling your entire tech stack.   The following section is the original post from June 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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% expect a net add in branches, just 25% of FIs forecast a decline in branch count. It appears that the branch is far from “dead”! Of course, they also found that most FIs are actively looking to expand their digital offerings, and actively engage consumers via online and mobile channels. Yet the research firm believes that capabilities are lagging these desires. Case in point: 1) less than one in five FIs offer shopping coupons, discounts, or rewards programs online; 2) fewer offer text or video chat options; and 3) fewer still offer online/mobile appointment booking. Key Takeaway: Of the 3 points listed above, online/mobile appointment booking presents the easiest path to driving branch sales, boosting member service levels, improving staff productivity, and creating a positive link between your branches and your digital channels.

Online Appointment Booking Is Now the Global Standard – Is Your Credit Union Ready?

[Updated August 2025] From major U.S. banks to British institutions like Lloyds Bank, online appointment booking is going global. In the UK, Lloyds now lets customers schedule branch appointments in real time via the web or mobile—choosing the day, time, and even receiving SMS or email reminders. This shift isn’t just a trend. It’s a transformation in how consumers expect to engage with their financial institutions—they want flexibility, control, and convenience. Better Lobby: Real-Time Appointment Booking Built for Credit Unions At Better Lobby, we’ve been helping credit unions meet this growing demand for years with our Mobile Booking Tool and Appointment Calendar modules. These tools allow your members to: ✅ Book appointments online or by mobile, anytime, anywhere✅ Choose a branch, date, time, and staff member✅ Receive confirmation and reminders via email or text✅ Sync seamlessly across teams, whether in-branch or in your contact center Whether it’s applying for a loan, opening an account, or just needing face-to-face service—members appreciate knowing they’ll be helped when it works best for them. Make It Part of Your Strategy As Lloyds’ Digital Director said: “There are some things that some people just prefer to do face to face.” And he’s right. Even in a mobile-first world, branches still matter—especially when paired with smart, self-service digital tools. Key Takeaway:With Better Lobby, your credit union can match—and exceed—the convenience offered by global banks. Online appointment booking is no longer optional—it’s expected. Let’s help your CU deliver it with ease.     The following section is the original post from October 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. The 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 following day to up to three weeks in the future – online or through their mobile phone. The service is also configured to send users SMS and/or email reminders of their appointment. In a press release, Adrian Bryant, digital director, Lloyds Bank, stated: “The new online appointment booking system will give customers convenient access to our branches. There are some things that some people just prefer to do face to face. So we’re using technology to improve that process for everyone while recognizing people’s varying needs.” Key Takeaway: Online appointment booking is fast becoming a reality in the US in most areas of our society and is spreading around the world. That is because by empowering consumer appointments through websites and mobile devices, organizations of all sizes dramatically improve the consumer experience, loyalty and revenue opportunities.

Face-to-Face Still Matters—And Booking It Should Be Easy

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

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 users. While transactional activities are declining at the branch, human interactions are generally now reserved for complex problems. Digital channels have not replaced physical channels, nor can they ever take the place of a friendly handshake and face to face conversations. Key Takeaway: Members from all walks of life have embraced multichannel digital channels, however they also expect to use their branch for higher value face-to-face interactions. Increasingly they expect to be able to make appointments with branch personnel online and via mobile devices. To address this requirement we need to establish “bridges” between the mobile and branch channels. One such bridge is the Mobile Appointment Booking Tool! Today’s credit union members expect more than just a friendly face — they want convenience, speed, and flexibility. They’re used to booking everything online — from doctor visits to haircuts — and they expect their credit union to offer the same kind of experience. That doesn’t mean replacing human connection. In fact, smart digital tools can bring members even closer to staff. How? By helping them prepare, schedule, and get the most out of their visit. That’s where Better Lobby’s Mobile Appointment Booking Tool comes in. It’s a simple way to give members control while making branch visits more efficient and personal. Think of it as the bridge between online convenience and real-world service. What Is the Mobile Appointment Booking Tool? The Mobile Appointment Booking Tool (MBT) lets your members book appointments online — anytime, anywhere. It works on your credit union’s website and mobile devices. Here’s how it works: Choose a location: Members pick which branch they want to visit. Select a service: Like loans, new accounts, or financial advice. Pick a date and time: Members see available openings and choose what works best. Choose how to meet: In person, by phone, or by video — whatever is easiest. This tool makes it simple for members to connect with your credit union on their terms — while helping your team prepare and deliver a better experience. It’s quick, easy, and member-friendly. Bridging Digital and Physical Experiences Better Lobby helps credit unions bring the best of both worlds together—online convenience with in-person service. Less Waiting, More Service: Members can check in ahead of time or book an appointment, so they spend less time waiting in the lobby and more time getting what they need. Plan Ahead, Stress Less: With online appointments, members pick a time that works for them. No guesswork, no showing up to a long line. Keep It Personal: Members can choose the service they need and add details before they even walk in. That way, staff are ready to help right away—and the experience still feels personal and human. Supporting Entrepreneurs and Small Businesses Credit unions have always been champions for local businesses and startups. Better Lobby makes that support even stronger. Why It Matters: As explained in the blog post “Innovative Lending Practices: How Credit Unions Support Entrepreneurs and Startups” credit unions stand out by offering personalized lending solutions—especially when compared to big banks. Appointments Make a Difference: Business owners can schedule time directly with a loan officer. That means they won’t have to explain everything twice or wait around to be helped. Tailored Support, Right on Time: The Mobile Appointment Booking Tool lets entrepreneurs pick the exact service they need—like a small business loan or equipment financing—and allows staff to prepare in advance. Everyone wins. Flexible and Member-Focused: With Better Lobby, small business members get the personalized, one-on-one attention that credit unions are known for—without the hassle. Benefits for Credit Union Staff Managing a busy branch can be tough—but Better Lobby makes it easier. Know who’s coming and why: With appointment info upfront, staff can prepare in advance for each member’s needs. Less stress during peak times: A well-managed queue means fewer surprises and smoother service—even on the busiest days. Smart scheduling for specialists: Need to line up mortgage or business lending appointments? No problem. Better Lobby helps make sure specialists are booked efficiently. More time for real conversations: When the routine stuff is handled smoothly, staff can focus on what really matters—building relationships with members. Data-Driven Optimization Better Lobby isn’t just about managing appointments—it’s also about making better decisions with real data. Spot peak times easily: Appointment trends help branch managers see when traffic is heaviest—and prepare accordingly. Smarter staffing plans: Use the data to adjust staffing across locations, so you’re never caught off guard. Understand member needs: See what services members are booking most often, then plan ahead to meet demand. Making the Case: The Appointment Tool as a Strategic Asset Appointments aren’t just about filling up calendars—they’re about creating better service for your members and smoother operations for your staff. When members book ahead, staff have time to prepare. That means fewer surprises, more focused conversations, and better outcomes—like approved loans, new accounts, or helpful financial advice. It also helps your credit union run smarter: You know who’s coming in and why. You can plan staffing better. You reduce wait times and lobby frustration. In short, better scheduling leads to better service, which leads to stronger member relationships. That’s not just a nice-to-have—it’s a strategic win. Conclusion Offering appointments isn’t just about convenience. It’s about making every interaction more productive and more personal. Credit unions that adopt appointment tools like Better Lobby don’t just streamline operations—they build trust, improve financial outcomes for members, and use staff time more effectively. Learn more about the Better Lobby Appointment tools

Do Millennials Still Visit Branches? Yes – What It Means for Credit Unions

Yes, Millennials Still Visit Branches. When we think about millennials, we often picture smartphones, mobile apps, and doing everything online. But according to Wells Fargo CEO John Stumpf in a 2015 investor call, that doesn’t tell the full story. Despite mobile banking being Wells Fargo’s fastest-growing channel, 75% of customers—including millennials—still visit a branch at least once every six months. [This blog post was updated June 2025] Why Are Millennials Still Visiting Branches? Even in a world of mobile banking and digital tools, members still want that face-to-face interaction—especially for important moments. Whether it’s opening a new account, applying for a loan, or getting help with fraud, members want to feel confident, supported, and heard. What This Means for Credit Unions This insight is a reminder that digital tools don’t replace branches—they enhance them. Credit unions should consider how to blend in-person service with digital convenience. That’s where tools like Better Lobby come in. How Better Lobby Supports Both In-Branch and Digital Preferences Better Lobby helps credit unions meet members where they are—whether that’s in the lobby or on their phone: Appointment Scheduling: Makes it easy for members (especially tech-savvy ones) to book visits in advance. Queue Management & Kiosks: Keeps in-person visits smooth, organized, and low-stress. Video Meetings & Online Queuing: Offers digital-first options for busy members who still want personal service. Wall Displays & Notifications: Keeps members informed and reduces confusion in branches. Branches Still Matter—Just Smarter Ones Wells Fargo isn’t alone in rethinking what a branch should be. As Stumpf noted, they’re moving toward smaller, smarter branches because digital tools are supporting more interactions. This trend gives credit unions an opportunity to redesign their spaces for more efficiency—without losing the human touch. Key Takeaway Millennials Still Visit Branches Even in the age of mobile banking, members—millennials included—still value branch visits. Better Lobby helps credit unions modernize the in-branch experience while offering the digital tools today’s members expect. Source: “Do millennials use bank branches? Yes, Wells Fargo CEO says” – The Charlotte Observer, April 2015.Read the original article here   The following section is the original post from June 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. 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 a branch once every six months. The bridge between mobile banking and the oldest channel of the all – the branch – is the convenient ability to book branch appointments on a mobile device. Our Mobile Appointment Booking Tool can be used day or night, seven days a week, enables members to arrange appointments when it is most convenient to them. Key Takeaway: Whether your staff uses our Better Lobby Appointment Calendar software or Microsoft Outlook, member appointments made using the Mobile Appointment Booking Tool are seamlessly recorded and help to increase branch sales and improve employee efficiency levels.

Retaining the Human Touch in Digital Banking

In a recent article in Technology Record magazine, there was an interesting discussion on how digital-first […]

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 trained to identify member needs by life stage and will be empowered by tablet banking and personalized appointment scheduling platforms to be able to carry on comfortable interactions and conversations as they and the member walk around the open space at the branch and connect emotionally. Key Takeaway: Mr. Iervolino, who has over 20 years of credit union experience, makes some valid and interesting observations in his article (see article here). We directly address the two items mentioned above with our Kiosk and Appointment solutions. Plus we also offer other modules (video banking, online queueing, etc.) that greatly assist credit unions in their quest to increase relevancy in a world where consumers have a plethora of options for managing their finances.

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 introduced an advisor program in 2016 for free in-home consultations. This decision ultimately helped Best Buy built trust and loyalty that continues to help keep the company healthy today. Key Takeaway: As branch transactions continue to decline, the need for personalized advice and consultation continues to grow. Whether in-branch (via appointments or walk-in) or by Video (appointment or unscheduled), Better Lobby Solution makes it easy for CUs to hold productive and consultative member visits in whatever channel the member desires.

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 focus on advice, guidance, problem resolution and good old fashioned face-to-face service delivered by knowledgeable staff. Many credit unions are finding that the best way to provide access to their banking experts is by appointment scheduling. Key Takeaway: Branch formats continue to evolve for many CUs, and more often than not this evolution centers around offering convenient appointments to busy members.

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 will empower them to better engage with members. One tool that helps deliver higher levels of service is texting. Americans of all ages enjoy and use texting on a daily basis for quick communication. We have developed texting tools that your members will appreciate, e.g., Text Me When I am Soon to be Served; Parking Lot Check-in via text; and Notify Now that permits your staff to text waiting visitors that it is their turn for service. Key Takeaway: Redefining the branch experience demands innovative software. This is our reason for being: providing innovative, affordable software solutions that help CUs deliver the highest standard of service.

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 in-person or via video. Appointments ensure that your staff is properly prepared for the meeting in advance. Plus notifications – either email or text or both – remind your members to bring the necessary paperwork to the meeting which helps ensure that the meeting is successful on the very first visit. Key Takeaway: Appointments can play a key role in helping in boosting member satisfaction levels.

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 their lobbies. Your members have missed face to face service and now is the time to make sure that you welcome them back as best that you can. This means making it easy for members to: Schedule appointments Check-in with kiosks See their place in line with a wall display Place their name in the queue remotely Notify branch staff that they are waiting in the parking lothttps://www.betterbranches.com/wall-display.html Key Takeaway: We are here to help you implement each of the items above, and help ensure that every branch visit is positive and productive for your visitors.

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 on providing services where advice, expertise, and complexity management command a premium. Just as members often self-book their flights, hotels and car rentals, many often handle basic financial transactions online or on their mobile devices. CU branches are increasingly reserved for delivering that human touch that so many people crave when it comes to seeking financial advice, expertise, and complexity management. Key Takeaway: Now is the time to repurpose your branches to make them easy for your members to come to hold important financial conversations. Appointments and online queueing are key components in efficiently enabling this new consultative, non-transaction branch paradigm.

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 Key Takeaway: Without a doubt, the look, feel and purpose of your branches will be much different post-pandemic; and appointments – for both in-branch and video meetings – will play a key role in defining this in-person banking transformation.

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 dominated by automated systems and impersonal transactions, the branch serves as a sanctuary for meaningful connections. Members cherish the opportunity to engage with a real, live human—a service representative who can address their financial concerns with empathy and expertise. The shift in terminology—from “teller” to “service rep”—is indicative of a broader transformation within the banking landscape. Branches are no longer mere transaction hubs; they are evolving into service centers, prioritizing higher-value interactions over routine transactions that are better suited for digital channels. As we navigate the post-pandemic landscape, the role of branches continues to evolve. Personal appointments, tailored to the member’s schedule and preferences, emerge as the preferred mode of engagement. This personalized approach not only enhances the member experience but also ensures that their needs are met with precision and care. Expanding Branch Capabilities with Better Lobby In response to the evolving demands of modern banking, credit unions are turning to innovative solutions to enhance their branch operations. Better Branches Technology recognizes this shift and is proud to introduce Better Lobby—an advanced software platform designed to revolutionize the way credit unions serve members in their branches. Better Lobby goes beyond traditional lobby management systems, offering a comprehensive suite of features tailored to meet the unique needs of credit unions. From appointment scheduling and member check-in to real-time staff tracking and performance analytics, Better Lobby empowers credit unions to deliver exceptional service while optimizing branch efficiency. One of the standout features of Better Lobby is its seamless integration with existing credit union systems, ensuring a smooth transition and minimal disruption to daily operations. Whether credit unions are looking to streamline their lobby management processes, improve member engagement, or maximize staff productivity, Better Lobby provides the tools needed to achieve these goals and more. By harnessing the power of Better Lobby, credit unions can transform their branches into dynamic hubs of member interaction, where personalized service and convenience are paramount. As the banking landscape continues to evolve, Better Branches Technology remains committed to empowering credit unions with cutting-edge solutions that drive success in the digital age.   Key Takeaway: Embrace the changing face of branch banking. By prioritizing personalized interactions and leveraging technology to streamline operations, credit unions can elevate the member experience and strengthen relationships in the digital age. Your branches will most likely look quite different post-pandemic, and increasingly the best way to serve members in the branch will be via personal appointments scheduled at the member’s convenience.

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 and has also relied on appointments. According to Poulos, “we did ask members for their help. We asked them if they had to speak with one of our team that they try to schedule the appointment, which helped with addressing traffic in the branches and just doing business.” Key Takeaway: Branch appointments provide a convenient and welcomed alternative for members who do not want to wait in your lobbies.

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 these reasons for branch visits are perfectly suited to appointments. Members appreciate the convenience of setting an appointment to speak with an expert at their local CU branch, especially considering the financial stresses that are occurring for many families during the ongoing pandemic. Key Takeaway: Appointments are quickly becoming the norm for CU visits not only due to COVID, but because they are a boon to member service quality, as well as branch sales.

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 screens, and video conferencing—a sentiment we wholeheartedly support. From the COVID-19 pandemic, credit unions have had to navigate uncertainties and adapt to the new environment. Technology like the lobby management solution of Better Lobby have enabled credit unions to adapt during and after the COVID-19 pandemic. Credit unions are mission-first institutions that members and their local community rely on, include small business, the backbone of economies.  Empowering Small Businesses: The Credit Union Difference Credit unions are not just another financial institution—they are pillars of support for local communities and small businesses alike. Unlike traditional banks, credit unions operate as member-owned cooperatives, prioritizing the needs of their members and the communities they serve above profits. This unique structure enables credit unions to offer a range of tailored financial products and services specifically designed to support the growth and success of small businesses. 1. Access to Affordable Financing Credit unions understand the challenges that small businesses face when seeking financing. That’s why they offer competitive loan rates, flexible terms, and personalized lending solutions to help small businesses access the capital they need to thrive. Whether it’s a business loan, line of credit, or equipment financing, credit unions work closely with small business owners to find the right financial solution to meet their unique needs. 2. Personalized Relationship Banking One of the key advantages of banking with a credit union is the personalized service and relationship-focused approach they offer. Unlike large banks, credit unions take the time to get to know their members and understand their businesses. This personalized approach enables credit unions to provide tailored financial advice, support, and guidance to small business owners, helping them make informed decisions and achieve their goals. 3. Business Support Services In addition to financial products and services, credit unions often offer a range of business support services to help small businesses succeed. From business checking accounts and merchant services to payroll processing and cash management solutions, credit unions provide the tools and resources small businesses need to manage their finances more effectively and efficiently. 4. Community Impact Beyond their role in providing financial services, credit unions are deeply committed to supporting the communities they serve. By banking with a credit union, small businesses can feel confident knowing that their deposits are reinvested back into the local community through loans to other members and community development initiatives. This creates a cycle of support that strengthens the local economy and fosters growth and prosperity for all. Supporting Small Businesses, Building Stronger Communities In conclusion, credit unions play a vital role in supporting the growth and success of small businesses. With their focus on personalized service, competitive financing options, and commitment to community impact, credit unions are uniquely positioned to help small businesses thrive. By partnering with a credit union, small business owners can access the resources, support, and expertise they need to achieve their goals and build a brighter future for themselves and their communities. Meeting the Demands of Tomorrow with Better Lobby At Better Branches Technology, we have taken Caliendo’s recommendations to heart and have meticulously addressed each area with our Better Lobby modules, ensuring credit unions are equipped with cutting-edge solutions to thrive in the evolving banking landscape. 1. Interactive Kiosks & iPad Integration (Better Lobby Kiosk) Our Better Lobby Kiosk module redefines member engagement within credit union branches. By seamlessly integrating interactive kiosks and iPad functionalities, credit unions can offer members self-service options, empowering them to complete transactions, access information, and engage with personalized content at their own pace. From account inquiries to appointment scheduling, BL Kiosk 5 enhances branch efficiency while delivering a tailored experience that resonates with members. 2. Digital Marketing Screens (Better Lobby Wall Display) The Better Lobby Wall Display module transforms traditional branch environments into dynamic, interactive spaces. With eye-catching digital marketing screens, credit unions can captivate members’ attention with targeted messaging, promotional offers, and educational content. By leveraging the power of visual communication, BL Wall Display enhances brand visibility, drives product awareness, and fosters deeper connections with members, ultimately driving engagement and loyalty. 3. Video Conferencing (Better Lobby Flexible Branches Video) In today’s digital age, the ability to connect with members remotely is more important than ever. Our Better Lobby Flexible Branches Video module empowers credit unions to offer virtual banking services through seamless video conferencing capabilities. Whether members seek financial advice, assistance with complex transactions, or personalized consultations, BL Flexible Branches enables credit unions to deliver the same level of personalized service virtually as they do in-branch, fostering trust and convenience while expanding access to financial services. Key Takeaway: Enhancing the Member Experience through Technology While technology will never replace the value of face-to-face branch interactions, its role in enhancing the overall member experience cannot be overstated. By embracing innovative solutions like Better Lobby, credit unions can position themselves at the forefront of member-centric banking, driving satisfaction, loyalty, and long-term success in the post-pandemic era.

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 may ways to keep your lobbies open – both safely and efficiently: Appointments Online Queuing “Text me when I’m soon to be served” Key Takeaway: Your members expect and want access to face to face meetings. Fortunately there are affordable ways to meet their needs.

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 institutions “should invest in making their branch experiences more seamless and powerful.” Key Takeaway: Despite overwhelming satisfaction with mobile/online banking tools, along with increased digital channel adoption levels during the pandemic, many members still have a strong desire for in-person service. We can help you make these branch experiences more seamless and productive via our appointment scheduling and online queuing tools.

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 it may shift from what consumers were used to seeing.” This shift will certainly see the current surge in online and mobile transactions continue. Simultaneously, it will also include increased demand for appointments for opening new accounts, financial advice and face to face problem solving. Appointments represent a win-win for CU staff and members: they can be granularly scheduled to limit lobby traffic and thereby comply with social distancing requirements.  Key Takeaway: Now, more than ever, is the time to allow your members to book appointments with your CU.

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 complex financial products like mortgages, insurance and investing, as the ‘human’ element is still very much in demand by the consumer.” Bob Meara, senior analyst with Celent’s banking practice: “Money is a sensitive, emotional and complex topic. People will continue to value traditional face-to-face interaction for such matters.” Steven Page, VP of IT, Marketing and Digital Banking for SafeAmerica Credit Union: “Touch, smell and the pure simple optics of a branch will be critical. The institutions that take it seriously will be the winners.” Key Takeaway: Members will always want to meet with your staff, so every CU will need to do their best to help ensure that these interactions are done safely and efficiently. Our solutions, the Mobile Appointment Booking Tool, Online Queuing and Kiosk 5 with its “text me when I am soon to be served” feature, are designed for CUs looking to accomplish these goals.

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 and “proactively contact them to set up virtual or phone counseling appointments. Listen to their concerns and provide a roadmap for their financial future. As their primary financial institution, you are in the perfect position to help guide them toward achieving their short- and long-term financial goals.” Key Takeaway: Appointments can take many shapes: in-person, phone, video from branch to branch and video from the member’s device to the CU (also known as BYOD – Bring Your Own Device.) Regardless of how they are conducted, appointments help underscore that your CU offers a full range of contact options and places a priority on convenient access.

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 – still visit branches anywhere from monthly to at least quarterly on average. Some research even reveals that credit union members desire more personalization and in-person interaction at the branch than bank customers do. Why is this the case? Of course, people want to feel like they have physical access to their money, but more importantly they seek face-to-face financial guidance and personalized assistance that digital channels cannot provide. Personalized assistance is where CUs have always shined – members can count on their CU to deliver friendly service and consultative advice. Key Takeaway: In these difficult times, people are trying to maintain some degree of normality. Keeping your lobbies safely open, perhaps by appointment only as quite a few CUs and other organizations are doing, is one way your CU can continue to provide personalized service in a familiar environment.

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 appointment-only branch visits. Online Queuing – Online queuing addresses lobby waiting issues by empowering your members to queue in advance or avoid queues altogether. “Text me when I’m soon to be served” – With this new feature in Better Lobby, visitors are free to wait for branch service wherever they like and know that they will receive a text when they are soon to be served. Key Takeaway: Branches have always provided the most personalized way to deliver service, information, and counseling. When everyday life is disrupted unexpectedly, face-to-face branch visits become even more critical in positioning your CU as a trusted advisor.

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 and that trend will accelerate.” Financial advice is best delivered face-to-face and when both parties are well prepared and have set aside a dedicated block of time to hold these important discussions. Both of those conditions are best met by appointments. Key Takeaway: One-on-one appointments with CU staff can easily be scheduled online using the Better Lobby Mobile Appointment Booking Tool. Appointments not only remind visitors of the date/time of their appointment, but also remind them to bring the information necessary to the meeting, while simultaneously providing staff the opportunity to thoroughly prepare for the meeting in advance.

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 to increase branch use if the following features are offered: Extended service hours through virtual remote services with a representative 36{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Digital screen self-service with representative help if needed 34{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Ability to schedule a personal appointment for a virtual video meeting with a representative 31{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Key Takeaway: Of course, this 2019 poll was taken before the current pandemic, so one can only imagine that these percentages have risen. Whether your members need to meet with a product specialist or a contact center agent, appointments improve the efficiency and personalization of both face-to-face and virtual interactions.

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 we. We have developed three solutions that enable CUs to connect their branches directly to their members’ digital experiences: 1) the Mobile Appointment Booking Tool; 2) Online Queueing; and 3) Video Meeting Queues. Key Takeaway: One of the primary missions of Better Branches Technology is to help bring your CU’s branch experience into the 21st century, and we accomplish this via innovative software that links your digital channels to your branches.

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 offerings that combine the face-to-face service that’s still popular and digital offerings.“ One way to delight your members is to make it easy to visit your branches while simultaneously assuring them that they will receive speedy service. We offer two ways to accomplish this: 1) appointments and 2) online queueing. Key Takeaway: Appointments and online queuing strengthen both your digital channels and your branch network – a true win-win.

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 been more important than now to make it easy to open new accounts, and accepting appointments helps deliver a more streamlined and convenient branch service experience to both new and existing members. Key Takeaway: Convenient branches continues to come out near the top in study after study of all demographics when it comes to selecting an FI.

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 pride ourselves on providing CUs with the tools that they need to build bridges from their digital channels to their branch network, e.g., our Mobile Appointment Booking Tool and our latest Online Queuing module which enables branch visitors to place their name in the Better Lobby Main Service Queue (for walk-in service) before arriving at the branch so that they spend less time waiting in the lobby for service. Key Takeaway: Your members are increasingly moving their transactional banking to mobile/online banking, yet they still have a huge desire for physical experiences, and this will never change.

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 other new business. However as research firm Novantas points out, visitors demand quality conversations when they make the effort to come into a branch. One way to ensure quality visits is to offer appointments so that branch staff are adequately prepared for every visit. Plus, appointments help increase branch sales success by reminding visitors to bring the information necessary to the meeting. Key Takeaway: To help increase use of appointment scheduling software, Novantas suggests promoting the idea to consumers that they will get better service with the right professional by scheduling.

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 bring the information necessary to the meeting, while providing staff the opportunity to prepare for the meeting in advance. The bottom line is that appointments positively impact branch sales. Key Takeaway: the branch remains a mainstay of account openings and sales efforts as well as a key component for long-term member relationship building.

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 an Appointment Link – this kiosk link makes it easy for visitors at busy branches to open the Mobile Appointment Booking Tool on their mobile device. •          Support for Online Queuing. Key Takeaway: This provides a way for credit unions to leverage SMS technology to enhance the member experience, while building another bridge from the digital channel to the branch.

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 had visited a brick-and-mortar branch in the previous six months. These facts come from a Bankrate article that also uses an interesting term: IRL (in real life) banking. When it comes serious financial interactions such as mortgages, financial consultations, business startup advice, etc., it turns out that even the most tech savvy people prefer a branch visit. Key Takeaway: When your members seek monetary advice or need to discuss complex financial needs, one of the best ways to satisfy this need is to offer them a convenient digital appointment booking option. CUs that offer appointments to help satisfy IRL banking needs can also make better use of specialized employees that float between branches, who can now potentially see more members within a day.

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. Our CU clients have found that offering appointments to their time-pressed members is a great way to build a bridge between their branches and their digital channels. They note that the convenience of quickly and easily booking a branch appointment helps boost member satisfaction levels, while increasing staff productivity. Key Takeaway: Your CU can help solve the Branch vs. Digital conundrum by allowing members to schedule appointments via the Web, mobile devices or by contacting agents through your contact center.

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 have some person-to-person interaction—even in digital.” Whether they are seeking financial advice or looking to solve an issue, many members still prefer in-person interactions in your branch. Key Takeaway: Important conversations are best pre-arranged by appointments so that both the member and the CU employee are well prepared for the discussion.

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 prepared. We would add that the best way that they can be prepared for these important branch visits is by appointment scheduling. Key Takeaway: Not only do our appointment tools provide your staff the opportunity to prepare for meetings in advance, but follow-up meetings are also made easier to arrange as staff can be identified by name and picture on our Mobile Appointment Booking Tool.

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 deliver that guidance is still face-to-face.” We would add that the best way to deliver this advice is by appointment. If branches are the ideal place for complex conversations to take place, then the best way to make sure that the right person is available to handle these important lengthy consultations is to have an appointment booked on their schedule. Key Takeaway: Our Mobile Appointment Booking Tool gives your staff the opportunity to thoroughly prepare for their meetings in advance, and also increases branch sales success by reminding members to bring the information necessary to the meeting.

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 to meet the financial needs of their members would be well advised to offer the convenience of online and mobile appointment booking capabilities to their busy members. Key Takeaway: Digital and branch capabilities are very much married and credit unions can use appointments to forge stronger member connections and keep this digital/branch marriage strong and thriving.

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 in general, increasingly “stop by” is not applicable. That is because more and more CUs are adding appointment setting capabilities such as those delivered by our Mobile Appointment Booking tool to their website. Many members find it much more convenient to schedule an appointment than to simply stop by a branch, while CUs are finding that allowing their members to book appointments is a great way to increase long-term loyalty. Key Takeaway: Appointments are a great way to grow brand awareness, increase your staff productivity, open more accounts, and develop your member base.

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 a fraud incident instead of waiting for one in the mail. All 3 of these reasons are well suited to the use of appointments to facilitate a successful single visit meeting. Our Appointment software reminds visitors to bring all of the important information necessary to the meeting, while providing staff the opportunity to properly prepare for the meeting in advance. Plus our Appointment Assistant feature is a perfect tool for helping CU contact center staff – or any CU employee – confidently book member appointments with co-workers who are qualified to perform any particular service. Key Takeaway: Many of your members still strongly desire face-to-face meetings and will appreciate the ability to conveniently book an appointment on their mobile device, tablet or computer.

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 together, in perfect harmony.” We couldn’t agree more with his recommendations – it often seems that too much time is wasted on “the branch is dead” debates when consumers of all ages still want to visit branches. Credit unions need to continue working on an always-on member experience that meets members where they want to be met. Our Better Lobby platform is specifically designed to make this important connection between your digital channels and your branch network. Key Takeway: Allowing members to book appointments 24/7 on their mobile device, tablet or computer with your CU underscores that your CU offers a full range of options, and places a priority on convenient and timely access to your branch staff.

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 of these areas, e.g., our Fast Visit Recorder can help with teller/universal banker productivity; our Video Meeting Queue Module provides the member service management component missing from video conferencing systems; and our user-friendly Kiosk software supports all manner of tablets for both Self Check-in and Staff Concierge visitor check-in. Key Takeaway: We believe branch transformation can be a competitive differentiator for your CU, and we are here to help you use technology to provide a superior member experience.

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 conference technology and the trendy “video walls” saw increases (from 13{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} and from 8{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 28{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} respectively). We are well prepared to help CUs of all sizes, affordably address these important trends: For tablets and kiosks, we offer our Kiosk for Self Check-in and Concierge module that can be used on an iPad, Surface Tablet or touch-screen equipped PC – this software frees visitors to engage in other branch-provided activities with the confidence that staff know of their arrival and that they will be served in the appropriate order. In terms of video meetings, our Video Meeting Queue Module makes it possible to seamlessly manage and serve branch visitors from any video-equipped location. When it comes to “video walls”, we provide CUs with our Branch Service Queue Display module that allows waiting members to know their position in the service queue – it is compatible with a variety of standard flat screen monitors and its appearance can be fine-tuned to meet your operational and branding requirements. Key Takeaway: It is essential that Credit Unions use technical innovation to compete in their local marketplace. Better Branches Technology is here to help.

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 is that busy business owners who value face-to-face interactions don’t have time to wait in the lobby to meet with your staff. Many observers believe that they would really appreciate the ability to schedule an appointment with your CU in the branch of their choice. Key Takeaway: Credit unions looking to target small business owners should strongly consider adding appointment scheduling in order to deliver the personal touch that these businesses are looking for in their financial relationships.

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 orchestration between digital applications and physical infrastructure, blending experience in a way that delights employees and visitors alike. They contend that a blended approach of digital technology and face to face branch service is the key to making future branches fast, safe and relevant. Key Takeaway: We agree with Cisco’s assessment and believe that online/mobile appointments are a key component of Intelligent Branch Banking because appointments represent a perfect blending of the digital and branch experience.

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 visits increased use of biometrics smaller branch buildings more highly trained staff One session participant noted that “we also know that in those moments of truth, somebody who may be very tech savvy may not be savvy in the way of financial affairs. In those moments of truth, where most customers want a human interaction, branches are the ideal places for that.” Key Takeaway: The vast majority of your members want to make major financial decisions with the assistance of one of your employees at one of your branches. Appointments help make meetings successful by reminding members to bring the information necessary to the meeting, while simultaneously providing your staff the opportunity to thoroughly prepare for the meeting in advance.

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 banking services (19{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) “The data paints a picture of banking consumers who want more personalized services and technology,” says Ericka McCoy, SVP of Marketing for Resonate. Key Takeaway: To deliver more personalized and convenient service, many credit unions are adding appointment booking capabilities to their branch network. Appointments enhance the CU’s image and encourage more branch visits which provide increased opportunities for personalized service, cross-selling and up-selling.

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 to meet all three of these needs (and others as well) is by allowing your members to book appointments with you on their mobile devices and PCs/laptops. Key Takeaway:Our Mobile Appointment Booking Tool facilitates personalized service and provides a perfect complement to your mobile and online banking systems.

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 serve three “desks” across the branch network – all with a typical wait time of under 2 minutes! The next step for the Springfield, MO-based credit union is to launch a mobile video application in partnership with Vidyo and Invo Solutions. Key Takeaway: Whether your credit union is ready for in-branch or mobile video (AKA BYOD, Bring Your Own Device) or both like BluCurrrent, we provide the missing links – an easy way to schedule video appointments, a method to seamlessly manage and serve branch visitors from your video-equipped branches, and coming soon a way to handle BYOD video interactions.

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 branch formats at every location; the use of digital technology and advanced analytics to improve the operating model in branches, including personalized, data-driven sales and real-time performance management and skill development Key Takeaway: Better Branches is here to help credit unions with their smart branch efforts via these modules: Video Meeting Queue Module; Kiosk for Self Check-in and Concierge; Branch Service Queue Display; and Mobile Appointment Booking Tool.

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 that love their mobile devices yet still want access to branches like every other demographic? Part of the answer lies in building a bridge between these two channels with online/mobile appointment booking capabilities. This helps ensure that every branch visit is both convenient for the member and productive for your well-prepared staff. Key Takeaway: Don’t risk losing mobile-loving millennials (or any of your other members) to a rival institution – make banking fit their digital lifestyles by allowing your members to schedule in-branch appointments online and through mobile devices.

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 transition to “branch of the future” designs, they will need to implement new software tools and techniques. Here are three ways that Better Lobby can help: • Fast Visitor Recorder – provides an efficient, accurate way to record short visits in a Universal MSR environment • Video Meetings Queue – makes it easy to connect your staff to your members via video technology • Mobile Booking Tool – plays a key role in every CU’s Future Branch strategy Key Takeaway: New branches with open designs facilitate valuable face-to-face interactions between staff and members, especially when combined with a robust visitor management and appointments platform.

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 online banking stems from a strong desire to work with someone in person to resolve any issues that may arise. Key Takeaway: Adding appointment booking capabilities like those we offer via our Mobile Appointment Booking Tool to your website is one of the best ways to meet consumer demand for opening a new checking account in person at one of your branches.

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 than in recent years. Survey after survey has shown that members from every demographic still want to visit the branch even as they use mobile and online banking, ATMs and other channels. Every credit union must acknowledge this fact and work hard to make the branch visitor experience the best it can be. Key Takeaway:  Our Better Lobby platform makes visitor check-in and service tracking fast and easy, while providing visitors with their position “in line” and management with important information on visits, wait times, services and staff utilization.

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 to face human interaction. They also prefer to have those branch interactions to be both 1) convenient and 2) taken care of in a timely manner. In order to satisfy those two requirements, credit unions need to deploy automated solutions that permit members to use nearly any Internet-connected device to schedule branch appointments through their website or mobile app. Key Takeaway: Accepting appointments modernizes how members engage with branches, optimizing the allocation of staff and resources while giving your brand a tech-savvy image.

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 most likely to use mobile banking. The Accenture report also notes that “Gen Z consumers are more engaged than other age groups with financial services across all channels, which will force traditional financial services providers to elevate the experience they offer across mobile, digital and in-bank platforms, as consumers continue to visit the branch regularly.” Key Takeaway: If your credit union is targeting Gen Z members, then you may want to invest in our Mobile Appointment Booking Tool to give them the best of both worlds – a branch visit booked on their mobile device

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 channel is being integrated seamlessly with digital channels.” Key Takeaway: We agree with these observations and are working hard to do part to integrate these channels with our Mobile Appointment Booking Tool. This software builds a bridge from the online/mobile world directly into the branch in a way that improves member service quality and positively impacts branch sales

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 branch employees.” He concludes that “by bridging mobile banking with other channel interactions, banks may be able to raise convenience and user satisfaction in the branch, at ATMs, and in phone banks.” Key Takeaway: Bridging mobile banking with other channel interactions is the wave of the future. When it comes to bridging the branch to the mobile and online channels, our Mobile Appointment Booking Tool is the ideal solution.

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, closing more loans, etc. Key Takeaway: Online appointment booking helps with efficiency, and you know exactly why the member is coming in, so it helps with engagement. Without a doubt, appointments help improve sales and service performance in branches.

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 how can both your members and your employees use the same technology? The answer lies in scheduling software – the ability for members to book appointments to visit employees at the branch of their choice at the time of their choice. Our Better Lobby Solution supports two Appointment Modules. The first module is used by staff to manage Branch Appointments within the Credit Union. The second module extends the Branch Appointment Calendar to the Web/Mobile channel so that members can digitally schedule appointments at their preferred branch without the involvement of staff. Key Takeaway: Now is the time to empower your members to book appointments with your branch staff via our Mobile Appointment Scheduler – this affordable tool must be a key component of every CU’s Future Branch strategy.

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 is that the importance of providing easy access to one-on-one appointments with staff will only grow as members increase their use of mobile devices to manage their finances and organize their lives. Key Takeaway: Although mobile looks to eclipse brick and mortar, branches remain very relevant, and one of the best ways to bridge the digital-branch divide is mobile/online appointment booking tools.

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. Case in point: Branch wait times certainly equal friction and our Mobile Appointment Booking Tool is perfectly suited to positively impacting branch traffic flow, while simultaneously creating an integrated bridge between your members’ mobile devices and your branch network. Key Take Away: Branch Appointments help to move peak walk-in traffic to non-peak appointment times and provide a welcomed alternative for members who are facing a long wait for service. Plus they can play a key role in any credit union’s multichannel delivery implementation plans.

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 due compromised card data that would benefit from instant issuance. This increasingly common scenario represents a great opportunity for members to book appointments with your branch staff to come in and pick up their card. Plus with a traditional, central issuance model, consumers must wait an average of seven to 10 days to receive their cards and even then, data suggests that only 90{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} are ultimately activated. The sooner the card is used, the faster credit unions can benefit from an immediate return on their investment. Key Takeaway: Now is the time to combine your instant issue technology with an affordable digital appointment booking platform like our Mobile Appointment Booking Tool – a convenient solution that assures 100{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} card activation and faster interchange income.

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 bank specialists via video-conferencing.” We could not agree more, and it is interesting to note that he mentioned rooms as well as specialists. We recently addressed this need with enhancements to our platform that coordinate video conferences for both staff, and up to two video equipped conference rooms that may be required for a meeting. Key Takeaway: Make sure that any appointment booking solution that your credit union considers is capable of booking rooms as well as appointments for your employees.

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 and branch technology together. But they can certainly complement each other, e.g., our Mobile Appointment Booking Tool allows members to quickly and easily schedule appointments from any mobile device, tablet or computer. Key Takeaway: You can “future proof” your credit union by investing in a branch scheduling software now and add video conferencing as your budget allows.

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 their mobile device or PC to book the most convenient time for them to visit their favorite branch, thus ensuring a speedy and productive visit. Key Takeaway: Members increasingly expect financial services on their terms, and credit unions must make it easy for them to conduct business at their branches. The best way to achieve this is by implementing an appointment booking system.

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 the same. Key Takeaway: all demographics want to keep using digital channels and still visit branches, because convenience and access are important to them all!

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 categories and we strive to help them blend the first two on the list with our Mobile Appointment Booking Tool. In action, it could be as simple as booking an appointment online or on a smartphone to come by discuss a new auto loan or HELOC, so something more sophisticated like having them see a targeted ad in a mobile app for a specific banking product, research that product, click a link schedule an appointment at the branch. Key Takeaway: Mobile banking and branches are perfect partners in making it easy for members to conduct business with your credit union.

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 perfect example of connecting the digital (smartphone, PC, tablet, etc.) to the physical (the nearest branch that is most convenient for your members to visit). Another example of a phygital presence is evident in the trend where credit unions send universal bankers out on the floor with a tablet to greet members and direct them either to a teller or an account manager – we facilitate this process with our Kiosk for Self Check-in and Concierge solution. Key Takeaway: It is not difficult – or expensive – to increase the integration of digital with the physical branch if you have the right software solutions in place.

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 8{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} more likely to recommend their financial institution to others. These numbers illustrate exactly why we developed our Mobile Appointment Booking Tool – so that your members can schedule an appointment at their convenience to come talk to your branch staff about new products and additional services. Key Takeaway: You may be able to convince members to use your digital channels, but make sure that your brand doesn’t suffer. Provide them with the option to meet in person when they want to learn about your credit union’s other products and services, and/or when they need financial advice.

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 smartphone app in the area “increases considerably”.  The credit union is also currently upgrading their branch network to support video conferencing equipment to connect members with remote financial specialists to offer financial advice. Key Takeaway: We continue to advocate for building bridges between the digital channels and the branch and support that philosophy via modules such as our Mobile Appointment Booking Tool and our Video Meetings Queues.

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 bet that branches will shrink in size over time and become more sales oriented versus transaction oriented, but the fact remains that branches remain crucial touchpoints for acquiring new members and doing more business with existing ones. Key Takeaway: Your members still want to visit your branches, so make it as easy as possible for them to do so – allow them to make appointments with your staff at the most convenient time and location of their choice.

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 branches.   Dave Martin, a long time banking consultant (www.bankmechanics.com), rightfully points out that people “do not really want physical access to branches. They want physical access to bankers. Branches just happen to be where we keep them.” While mobile/online banking, bill pay and ATM networks offer tremendous convenience, they will never replace the personal assistance of a human being at a branch. Key Takeaway: Not much shows that you value your members’ time more than allowing them to book appointments with your staff – this is truly service with a personal touch. We’ve made it easy and affordable to implement one-on-one appointments with your CU’s branch employees by using our Better Lobby Mobile Appointment Booking Tool.

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% indicated they will continue to use the branch in the future 49% said they anticipated using the branch two years from now because “I trust my bank more when speaking to someone in person” 47% said “I receive more value from my bank when speaking to someone in person” The report concludes that “banks need to find ways to blend the digital and branch experiences to provide more value-added services to their clients.” We concur wholeheartedly with this assessment, and this is why we developed our popular Mobile Appointment Booking Tool. Key Takeaway: One of the best ways to blend the digital and branch channels is to allow your members to book appointments with your branch employees via their mobile device or on their PC.