Is your branch a consumer Bermuda Triangle?

You’ve probably heard stories about the Bermuda Triangle; that spooky stretch of open water lying roughly between Miami, Puerto Rico and Bermuda. Whether you put any stock in paranormal tales of missing ships, planes and people is a matter of choice. What is certain is that, for whatever reason(s), people sometimes do go missing in the region, sometimes never to be heard of again.

Does the same thing happen to consumers as they enter your bank or credit union branch facilities? After many years and hundreds of mystery shops (all part of marketing audits) I can safely say the entryway to many financial institutions is a Bermuda Triangle-like no man’s land where consumers are far too easily lost. This loss comes at a cost to your brand, your business and your bottom line.

Think for a moment on how your branches are geared to greet consumers. Do you have:


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