What is flawless credit union branch experience in 2015?

The next time you walk into one of your branches, ask yourself this: “What do all of these people want?”

It’s a valid question, considering that more and more transactions are being done outside of the branch every day. McKinsey & Company estimates that in five years more than 95 percent of banking transactions will take place through digital or direct channels. As alternative channels account for more transactions, what exactly brings members into the branch?

Better still, what constitutes a good experience for these members?

If you really want to know, be prepared to monitor a long list of touchpoints. Consider how a typical consumer might find his or her way into – and out of – your branch:

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