16 Examples of Exceptional Banking Experiences
Inspiring banking customer experiences for financial institutions to emulate.
Featuring the voices of:
1. Redesign Parts of Your Branches to Feel More Welcoming
Banks and credit unions that get high marks in Forrester’s research on CX tend to have branches that feel welcoming. And that same report encourages banks and credit unions to start their CX thinking not with the website but with the welcome mat.
Bright signage and a genuine greeting can go a long way. But so does crafting what’s called a “zero wait” environment where clients can sign in on their own via tablet kiosks. This adds them to a central queue and tells them how long the wait is, and also presents options, such as booking a future appointment.
If a visitor’s request is simple, perhaps the kiosk can direct them to the app on their phone, or initiate an instant video call with an associate at another branch.
A redesign can also include physical changes like:
- Adding lighting
- Shifting the floor transitions
- Installing colored carpeting to guide visitors
- Removing stanchions
- Removing bulletproof glass
- Removing the counter
- Adding “flex desks” and call booths
According to experts, your redesign will incorporate not just one change, but many, and you’ll need to know what you’re hoping to achieve.
“A great experience is not just one thing,” says Jared Jones, Director of Sales at DBSI, a firm that designs branch experiences. “It’s not just having an open concept. It’s not just investing in cash automation. It’s not just digital signage. It’s thinking about how a combination of those things can convey the feeling of being welcoming and guide customers where they need to go.”