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Influence brand perception by translating a clear value proposition into every customer experience.
Acquire customers through proactive contacts, data-driven decision making and conversion of leads.
Build rapport with customers by providing programs to develop their financial skill set and digital literacy.
Empower customers with convenient, easy-to-use self-service tools.
Banks should take a hard look in the mirror to determine what kind of agile bank they want to be. This identity check will inform the branch mix.
Banks should develop internal capabilities to manage the complexity and responsiveness of an agile network. This means empowering fast changes, prototyping and closed customer feedback loops.
Agile branch models hinge on having the right people in place, and the right culture to support them. Agile branch associates require very specific behaviors—digitally savvy, proactive, customer-oriented, energetic team players—and the list goes on.
Complexity is the kryptonite of the agile bank branch. Banks can overcome it by building an agile network, including leadership teams with quick decision authority, a true multi-channel environment without “edges” between digital and physical experiences, and customer data insight that infuses sales, service and marketing touchpoints all the time.
Building community and connecting with customers in meaningful ways means providing experiences that deliver value beyond processing transactions. Think of it as extending customer relationships beyond their financial lives.