A few days ago, I made an early morning trip to a local big-box athletic supply store in search of new walking shoes. I entered the store as one of the first customers of the day and right away could tell they hadn’t cleaned up from the day before. The floors were dirty, merchandise was scattered about and nothing looked clean.
When trying on something in the dressing room, it got even worse. Un-purchased clothes from the day before still hung on the racks and dust bunnies and someone’s used Band-Aid (yuck) were on the floor. It just wasn’t a pleasant experience.
How your bank or credit union facilities appear absolutely matters to your brand. You can have terrific consumer engagement from staff and all the right talking points in your brand mantra but it doesn’t really matter if consumers are distracted by an unkempt appearance.
As we conduct mystery shops as part of the On The Mark Strategies marketing audit process, a few examples of “dirty” bank and credit union brands include:
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