I want to give a shout out to Jim Marous of The Financial Brand who is an awesome person to follow on twitter and read his blog. The wealth of information that The Financial Brand has is unbelievable. It is because of him I get to educate myself every day.
One of the things TFB does is that it hosts a forum, once a year, aptly called Forum. I came across this recording of Forum2014 where Lani Hayward, EVP/Creative Strategies at Umpqua Bank, shares the secrets of success driving her organization’s brand in this riveting 45-minute presentation.
You can register for Forum2016 by visiting their website.
Coming back to Umpqua Bank…
What this Oregon based bank has done is revitalized its bank branches from the traditional bank branches to that of a store concept. The results, have been nothing short of successful.
For anyone remotely associated with banking, this is a must see presentation/talk. I cannot stress how important this is.
Umpqua Bank is one of the few banks in America that is reinventing how business is done in their banks. World over where bank branches are shrinking, Umpqua is expanding. However, they do so with a twist. Their bank branches are a work of art, where service is exemplary, and the experience is uniquely knitted around the community they operate within. It is anything but a regular bank.
CNN even did a report on Umpqua called Apple Store inspires ‘bank of the future’.
Lani Hayward’s keynote address can be seen here:
Umpqua Bank: The very basic building block of change for the bank.
Umpqua Bank: The results were obvious. More and more people started talking visiting and doing business with the bank.
Umpqua Bank: The focus was to go from a transactions based bank to an interaction based bank.
Umpqua Bank: Unique to Umpqua, are these interactive boards where you can send a text to and they will tell you things like weather or train schedule. The interaction is outside the bank branch.
Umpqua Bank: The branch interior makes it look more like a store than a boring bank branch.
Umpqua Bank: The focus is never lost. People first.
Umpqua Bank: The bank interacts with the community, how about some free ice-cream?
Umpqua Bank: Competing with the big leagues, Umpqua’s branch in San Francisco.
Umpqua Bank: Digital technology is what makes it work. Tablets for customers to browse bank’s offering amongst other things.
Umpqua Bank: The crew is train by, get ready for this, Ritz Carlton Hotels on how to serve. Ritz Cartlon yo!
Umpqua Bank: The uniqueness of the branch cannot easily be forgotten.
Umpqua Bank: The digital board allows you to test all apps, be it web, mobile, tablet before you use them. You can for example even test the treasury management software right from the wall there.
Umpqua Bank: Even the ATM vestibules have a story to tell. Umpqua creates unique environments each telling of a local communal story.