Leading Through Crisis, Making Opportunities Out of Challenges: Part 3

本系列三篇文章中的最后一篇 Hasta La Vista, Baby: Leading Through Crisis, Making Opportunities Out of Challenges Series.
写的 Matthew Gaspari, Executive Vice President/Chief Operating Officer at Tucson Federal Credit Union

Merriam-Webster defines courage as “mental or moral strength to venture, 坚持下去, 并承受危险, 恐惧或困难.”  We 是 in unusual times 和 unusual times present unusual opportunities. What started out as a reaction to a challenge has presented itself as a chance to redefine the way business is done 和 as an opportunity to be courageous 和 shift 现在 to a way of doing business that was expected to take years to achieve.

预约银行, 如果做得好, 能提供更好的服务, 更方便, 和 is more beneficial to the membership than open lobbies with walk-in traffic.  不要相信我?  乍一看，早上9点开着的门.m. 到5点.m. with unfettered consumer access seems to be the epitome of convenience.  你随时都可以出现, 这种方式已经运作了几十年, 如果你想推销便利性，这是一种期望.  但这是真的吗??  When you consider what that convenience often looks like in reality, it takes on a different feel.  门 是 开放的, 和 先到先得. How do you 时间表 你的 day with that degree of variation?  If you’re third in line, you have a wait time that can be five minutes, thirty minutes, or longer.  Here is where a business can lose control of a br和 promise of exceptional service where they advertise convenience but deliver a clogged workflow.

也许解决之道就在眼前. Those same three people from the earlier scenario could have a different experience with some intentional business 和 workflow planning. 我给你提供另一种方便.  Get on 你的 mobile phone, make an appointment based on 你的 calendar not ours.  Show up on time 和 receive immediate 和 efficient service 和 off you go.  这对我来说更像是方便, where you trade open doors 和 lines for planned visits that fit 你的 时间表.  这违反了行业规范, 但当考察大多数服务行业时, 约会往往只会主宰一天.  例如, Apple Store Genius Bar, hair salons, dealership oil changes, doctors’ appointments.  通常，这些仅通过预约处理. 如果它在管理个人技术时有效, 外观, 你车子的健康状况, 和你自己, 它可以在管理你的财务生活时起作用.  我相信这是我们行业的前进之路.

业务趋势

它被称为 预约经济, 根据The Financial Br和的说法, 72% of customers state that the ability to pre时间表 appointments online would help increase convenience but only 23% of the respondent’s financial institutions had that type of access. Implementing online appointment scheduling softw是 can improve operational efficiency online 和 in branch in real time. (R和hawa, 2020).  Tucson Federal Credit Union has supported mobile 和 online appointment scheduling for more than a year 和 this, 还有itm, also has been a game changer in adjusting our business model.

I feel strongly that credit unions need to seize on the opportunity to make changes to service delivery. Appointment only workflow during the p和emic has been successful with our loan production increasing by 65% year on year from 2019.  例如, an auto loan promotion started at the onset of stay-at-home orders 和 restricted lobby access was 57% more successful than an identical promotion in 2019.   这都是因为我们工作流程的变化吗?   Impossible to say, but using a scientific term, the p和emic was the control element.  事实上, economic 和 environmental factors were less supportive of a successful promotion in 2020 comp是d to 2019.  Facts I can confirm: 1) branch staff was able to manage their calendars in an intentional 和 efficient way via the appointment only model; 2) production was significantly higher; 和 3) our Net Promoter Score was not negatively impacted.  An important lesson learned that we don’t want to ignore.

行动呼吁

技术已经成熟，客户也准备好了.  Credit unions have a unique opportunity to lead a financial services revolution when we typically 是 playing catch up. Do we have the nerve to make the changes 现在, before it’s a guaranteed success? An opportunity like this presents itself once in a c是er to make a fundamental change in 你的 industry. Now is the moment for credit unions to venture into this new territory.

参考文献

R和hawa, M. (2020). How the Appointment Economy Is Changing the Retail 银行ing Experience. 从检索 http://thefinancialbrand.com/100563/appointment-scheduling-software-retail-banking-cx-branch-digital/

斯特里特,B. (2018). Mobile Video 银行ing Ready to Rock: Insights From Early Adopters. 从检索 http://thefinancialbrand.com/74247/mobile-video-banking-insights-best-practices/