Doing Business in Interesting Times
Welcome to a new year
by Steve Jeffery
There has been a lot of change since this time last year, but one thing that remains important, even more so in 2005, is the focus on the customer experience. Whether it’s a retail bank growing through organic growth, or a retail store expanding through additional locations, attention to customer service has become a key component in that equation.
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The Value of Delivering a Better Customer Experience
Voice of the Customer: Primary Research Study
http://www.brickstream.com/pdf/Deliverin...
by AC Nielsen, Gartner Group and Brickstream
In the mind of the customer what constitutes a better retail experience? From a retailer or branch bank's perspective what is the financial impact of delivering a better experience? The answers to these questions have far-reaching implications on where retailers and branch banks focus investment to improve customer satisfaction, loyalty and value. To assist with these questions Brickstream initiated a custom research project to understand factually what customers want from their retail stores and bank branches, how well retailers and banks are meeting these expectations, and the financial implication of performing - or not performing - up to these expectations. Brickstream worked with Gartner Group to design the survey which was administered by AC Nielsen to 500 retail customers and 500 banking customers.
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Next Generation Resource Planning
It's More Than a Staffing Model
http://www.brickstream.com/pdf/BAI%20RD%...
by Frank McIntyre
Leading large and small banks recognize that branch staffing strategy, tactics and tools have broad implications that go far beyond traditional expense and revenue management. The previous trend of staffing branches at the lowest level possible is no longer a viable competitive strategy. Today, branch staffing levels must be synchronized with desired service levels, and service levels need to be aligned with the corporate strategy.
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How Videotaping Customers Can Improve Bank Branches
http://www.brickstream.com/pdf/American%...
by Bonnie McGeer, American Banker
January 2005, "[F]ocus on five": Keep wait times under five minutes, make sure no more than five people are in the teller line, and complete transactions in less than five minutes.
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Visit Brickstream at the Following Industry Events
Brickstream will present and exhibit at the following upcoming industry events: 10th Annual Thomson Media Best Practices in Retail Financial Services Symposium - March 2-4, 2005 in Carlsbad, CA; 3rd Annual Thomson Media Branch Banking Symposium - May 4-6, 2005 in Chicago, IL; Retail Systems Conference & Exposition - May 24-26, 2005 in Chicago, IL; and The Institute of Economic Affair's 8th Annual Conference The Future of Retail Banking - June 7-8, 2005 in London.
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Brickstream Announces Universal Orlando as a New Customer for Brickstream BehaviorIQ™
Brickstream announced at the National Retail Federation 94th Annual Convention & Expo, that Universal Orlando has entered into a service agreement for the Brickstream BehaviorIQTM solution as part of an initiative to enhance the guest experience in Universal's Islands of Adventure®, Universal Studios Florida® and Universal CityWalk Orlando®.
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Retail-Minded Banks Shift Focus to Traffic, Service
http://www.brickstream.com/pdf/American%...
by By Lavonne Kuykendall, American Banker
Evidence that bankers are trying to be more like retailers can be found in one bank's reliance on a lobby headcount -- or, if you will, a foot count -- to measure performance.
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info@brickstream.com 1.866.BRICKSTREAM www.brickstream.com
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