Return on investment for credit union branching

first_img 12SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Anthony Burnett As Regional Director for LEVEL5, I prospect, identify and align the needs of financial institutions across the US with LEVEL5’s integrated service offering. We develop solutions that allow our … Web: Details A recent study released by the Financial Brand revealed the top priorities for financial institution (FI) marketers are: 1) Increase Wallet Share, 2) Increase Loan Growth and 3) Acquire New Customers. Given the branch has historically been a dominant tool in the FI tool belt, it would appear that these goals are challenged. In an increasingly omni-channel consumer society where branch visits are down and population per branch is low (thanks to the proliferation of branches), it would appear the deck is stacked against FIs trying to get a return on investment (ROI) from branching, while reaching its goals. This is especially true when we consider how branch use has changed.No longer is the branch the primary channel of choice for consumer transactions. Consumers today use branches for different things than they did even 10 years ago. Branch use for depositing, withdrawing, and transferring funds is a shadow of its former self. However, when we consider what the branch IS for today…there is more than a little light at the end of the tunnel.According to an Ernst & Young survey, 65% of sales occur in a physical environment i.e. the branch. So for FIs looking for a ROI for branching look no further than sales and service for your key driver of success. With this shift in mindset comes the opportunity for a new result.Marketers of brands like Apple and Disney keenly identify that brands change over time – they evolve. Furthermore, they know that the brand and the business are intertwined as they seek to make emotional connections with their customers to drive sales. A good example is Coca-Cola. Coke’s market cap is attributable not just to the commodity of soft drinks, but also to Coke’s iconic bottle, a physical embodiment of the brand. In fact, without the Coke brand, its value is half.FIs can learn from other retailers and develop specific strategies to get a ROI for their efforts to market their company’s brand in its primary channel, the branch.The journey begins with market research and analysis that drives to a business case for or against branch investment. Understanding the loan and deposit potential in a market can quickly start an effective narrative for branching by defining goals and expectations based on facts. Those facts frame our investment in land, building and people so we can predict with greater certainty what the future holds.Then based on these facts, we build a plan to connect with the opportunity. Our engagement begins by tailoring the interior space to the culture and desired customer experience. The focus is on enabling “bankers” to easily connect with their clients. The physical identity (architecture) and signage of the branch is an extension of the culture and makes a statement to the market at large so the market knows we are different. This means we don’t run the same play every time and in every community. Specifically, we don’t always use teller lines, or pods, or self-service, but look at each market’s components and then tailor our connection.As we build the connective environment, we are intentional to communicate our brand message in graphics, colors and materials. Our value to the community and customer cannot be guesswork because these components drive action – action taken by our employees to use these materials to cross sell, and action by the customers who are now educated on what we can offer.Bigger banks have taken these components to heart and are leading the way on branch experience and getting great returns. In late January 2016, JD Power revealed that customer satisfaction at big banks is at an all time high, which is remarkable given the attitude of the marketplace toward big banks after the financial crisis. Big banks have learned that customer engagement in the branch is powerful and they make their value proposition clear.The great news is we can quantify the ROI for branching using the tools mentioned above. For example, a FI in Michigan wanted to create a new customer engagement model in its community to achieve more loan opportunities. The plan included relocating a branch and remodeling a second facility with a new way of connecting, and the glue that held it together was training. The FI changed the engagement model to focus on asking questions and relationship building. They also changed their branch environment, and moved away from teller lines and used technology to automate routine activities. When the brand message became specific to the community and the FI’s mission, then the culture changed. Within the first two years, the FI has grown its loan to deposit ratio from 88% to 92%.Furthermore, a FI in the Southwest grew from $1.0 Billion to $3.5 Billion in 5 years while maintaining a ROA of 0.80 through a similar shift. The shift included a new engagement model in the branch, messaging throughout the customer experience, and a new identity to the exterior. The exterior change was important; it helped the community identify with the change. By the way, the bank quantified the business case through research before each move.In review, FIs can reach their goals of increased wallet share, loans and customer growth in the branch by following these steps:We are clear on what we want and whom we serve. Our customers are diverse and changing, so our channels must appeal to all generations.We tailor the message of the branch to the market, which includes doing our research and quantifying the loan and deposit opportunity – upfront. Then we focus the branch experience on the opportunity.Our goal is to establish an emotional connection with our customers and community to drive results. Our focus is on engagement and inviting the community in, so we listen more and talk less.Branch ROI can be quantified and results improved with focused strategy, tactics, and action. However, the road is vigorous and requires total attention.last_img read more

Missing From State Plans to Distribute the Coronavirus Vaccine: Money to Do It

first_imgThe C.D.C. advisory group has also stressed the importance of a campaign to persuade the public to take the vaccine, noting that messages were likely to be more effective if they came from community leaders than from the federal government. North Carolina says its campaign will use “photos, video, and personal testimony of celebrities, leaders of historically marginalized populations, and other trusted messengers receiving vaccine as early adopters.” As soon as the F.D.A. approves a vaccine, the C.D.C.’s Advisory Committee on Immunization Practices will meet to issue recommendations, already in the works, on how it should be distributed. It will almost certainly say that health care workers should be the group with the highest priority for vaccination, followed by essential service workers, people with high-risk medical conditions and those older than 65.But states will be allowed flexibility within those guidelines; Maryland, for example, plans to include its prison and jail populations in its “Phase 1” priority group. State officials also have to figure out whom to focus on within priority populations if they get less vaccine than they need.During the C.D.C. advisory committee’s meeting last month, some members said they wanted to ensure that information about any safety problems would be made public quickly. The Department of Health and Human Services has said its goal is to start shipping a vaccine within a day of F.D.A. authorization. Until now, the F.D.A. and the C.D.C. have maintained one data system for patients or providers to report bad reactions to vaccines. They plan to supplement that system with a smartphone-based tool that checks in with individuals who have been vaccinated to see whether they have had any health problems.- Advertisement – Record-keeping requirements will also be an overwhelming task, officials said. The C.D.C. wants to track, in real time, the age, sex, race and ethnicity of everyone who is vaccinated — states usually provide such data quarterly, at best — so it can analyze how well the vaccination campaign is going among different demographic groups day by day and make adjustments if certain populations or regions have low vaccination rates. The C.D.C., which holds frequent planning calls with state and local health officials, is also still working on persuading states to hand over the personal data of their citizens. In its data use agreement with the states, the agency has requested each vaccine recipient’s name, date of birth, address, race, ethnicity and certain medical history.“States have never had to report that to the federal government,” said J.T. Lane, the chief population health and innovation officer of the Association of State and Territorial Health Officials, adding that his organization was seeking clarity on exactly how the information would be used. In particular, the organization’s members worry that the information could be used by Immigrations and Customs Enforcement to track undocumented immigrants.- Advertisement –center_img – Advertisement –last_img read more

Korean Ambassador’s Championships Returns to Lagos

first_imgOver 150 athletes from 20 teams will arrive Lagos this week to compete at the 10th Korean Ambassador’s Cup, scheduled to hold on 17th and 18th October 2019 at the Teslim Balogun Stadium, Surulere Lagos.Competitors at the prestigious tournament, which is being organised by the Nigeria Taekwondo Federation and supported by the Embassy of Korea in Nigeria, will do battle in a total of 21 events including 16 Kyeorugi events and five Poomsae events.Technology to be deployed at the event would include the Daedo Gen 2 electronic scoring system, Taekoplan Overall Venue Management System and Instant Video Replay, which would ensure that the event matchesRegistration for the event was done online through the World Taekwondo Global Membership System, and plans have been concluded to stream the event live to ensure it reaches a global audience.Winners will walk away with Taekwondo Equipment and huge National Ranking Points, and the best male and female athlete who would walk away with brand new Flat TV sets as the grand prizes.  Free tournament T-shirts will also be given to all participants and spectators who grace the event.To add special glamour to the event, spectators and participants will be treated to a special performance from the international award-winning Kukkiwon Demo team, who are flying in from South Korea to exhibit their well-known acrobatic displays during the closing ceremony on 18th October 2019. Registered for the event are athletes from Akwa Ibom, Kano, Kebbi, Lagos, FCT, Delta, Osun, Taraba, Oyo, Nasarawa, Kaduna, Anambra, Edo, Ebonyi, Ondo, Nigeria Army, Nigeria Police, NSCDC and various other Clubs.A good number of the athletes that represented Nigeria at the 12th All African Games will be in action for the first time since the event in August, including All African Games Bronze Medallist, Benjamin Okuomose; African Youth Bronze Medallist, Chidinma Okoko Helen; Commonwealth Medallists Josephine Esuku and 2018 KAC Gold Medallist and MVP, Ifeoluwa Ajayi.The last time Lagos hosted the prestigious Korean Ambassador’s series was in 2016. Share this:FacebookRedditTwitterPrintPinterestEmailWhatsAppSkypeLinkedInTumblrPocketTelegramlast_img read more

Mike Trout and new bride post winter wonderland wedding photo

first_img Newsroom GuidelinesNews TipsContact UsReport an Error It’s being referred to on social media as Mike Trout’s best catch.The Angels’ star outfielder was married over the weekend, walking down the aisle with Jessica Tara Cox, his high school sweetheart.If the photo below from Trout’s Twitter feed is any indication, the wedding had a romantic winter theme. Trout’s nuptials were held on Saturday, the same day the Angels announced the signing of Japanese sensation Shohei Ohtani. Teammate Garrett Richards was reportedly a member of the wedding party.And, a photo tweeted from Jessica Tara Cox on her wedding weekend:last_img