Branch Transformation: Strategies for Moving from Transaction Centers to Customer Engagement Centers
Thursday, December 15, 2016
12:00 pm – 1:30 pm PT
1:00 pm – 2:30 pm MT
2:00 pm – 3:30 pm CT
3:00 pm – 4:30 pm ET
Significant discussions are ongoing about the future of the physical branch. Some recommend converting branches into automated self-service transaction centers. Others suggest lobby makeovers akin to upscale hotels or coffee bars. But none of these options address the fundamental question: what compelling reason does a customer or prospect have to come into the branch in the first place?
The advance of the virtual branch – and the ability of customers to transact at a time and place of their choosing – have severely reduced branch traffic. With negative PR dissuading banks from closing low performing branches, it is time to consider a new paradigm and reexamine the root issue. The key is engagement: creating reasons for customers and prospects to interact with the institution, both online and in person. Join this content-rich session to learn specific strategies for an engagement-driven branch service model that will integrate into and augment your virtual branch services.
Continuing Education: Attendance verification for CE credits upon request
- The elements driving branch transformation
- How can the branch attract millennials?
- How innovation plays a role in creating engagement
- Specific strategies for engagement:
- Consultative selling
- Problem solving
- TAKE-AWAY TOOLKIT
- Employee training log
- Quiz you can administer to measure staff learning and a separate answer key
WHO SHOULD ATTEND?
This informative session is designed for C-suite management, branch management, marketing, and those who train frontline staff.
PLEASE NOTE: Webinar content is subject to copyright and intended for your individual financial institution’s use only.