INSIDE THE HEAD OF AN OLDER MILLENNIAL FOR BRANCH DESIGN

Our financial clients always ask, “How do we get millennials inside our branches?” Our response is, “Which millennials do you want?” It is important to understand the differences between younger and older millennials. I personally represent a segment of older millennials that may or may not have a spouse, a mortgage, a car loan, and children; so I have a different viewpoint of what attracts me versus what attracts the high school or college-age millennial. For that segment, please view my colleague Shannon McGill’s blog post on financial design for college students. In this blog post, I will share my thoughts on the three different categories that pretty much make the decision of whether I am going inside the branch or not.

PHYSICAL LOCATION

Some people question the future of physical branches, but I personally believe that physical branches are here to stay. I compare branches to cell phone stores and those Verizon stores keep popping up out of nowhere. If I have an issue and I don’t feel like pushing multiple different numbers to get to somebody, I would rather just go inside and talk to someone to resolve things quickly and efficiently. Where do people with cell phone issues go? Well it seems like the Verizon stores are always busy, so I assume people are going into the stores despite the customer service they offer via phone and on the website. In reality, not everyone prefers customer service via phone or online methods. Yes, we like the convenience and option of technology, but not for every situation. Besides the question of whether the physical branches exist, location is also a heavy decision maker in my book.

Park Community Credit Union – Louisville, KY

Do you have a drive through and ATM/ITM options? Great, because my kid is asleep in the the car seat!

OMNI-CHANNEL EXPERIENCE

Not only am I looking for a convenient location, but I am also looking for a convenient website and/or mobile options.

Is it easy to get to your account in the means of less than a minute when you have someone saying your name over and over and over?
How easy is it to connect accounts and transfer money?
Does the website have online chat tools in case you don’t want to call customer service with a screaming kid in the background?

KID DISTRACTION

I personally do not have a branch that has a kid’s area, but as I continue to design branches I know I would definitely appreciate it. Now with a full on fit-throwing toddler, I can attest that I weigh almost every decision with the answer of a few questions if I have my daughter with me.

Is there anything to distract my daughter to give me five minutes to talk to somebody? If the answer is yes, I am more likely to come in.
Is there somewhere for me to sit that gives me easy access to where my child is being distracted?
Another question that pops in my head is if my terrible-twos daughter starts a full on melt down, will I feel completely embarrassed because everybody is staring at me? If the answer is yes because the atmosphere is very quiet like a corporate office, I am absolutely not going to go in there because I can foresee exactly what is going to happen in there.

State Bank of Lizton – Planfield, IN

This set-up here is a win-win. I can sit down and have a discussion with someone, and still reach my kid who can color or watch cartoons for distraction.

As we continue to renovate and build new branches, I truly believe that the atmosphere, aesthetics and experience of the space is a very large determining factor of whether you will be able to get the older millennials into your branch. Millennials in general are not looking to come into a space that is old and tired that they are uncomfortable in unless they absolutely have to. There is of course a heavy weight on the branch personnel to be able to create that customer-centric atmosphere in order to draw people into your space. Together the staff, experience, and design of the branch should be conducive to offering different customer service options and letting people choose the experience they prefer, or depending on their child’s mood that day.

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PANTONE COLOR OF THE YEAR 2024 IN CORPORATE OFFICE INTERIOR DESIGN

By Jeff Klump • 20 Dec, 2023

In the dynamic world of corporate office interiors, staying ahead of design trends is crucial to creating spaces that not only inspire productivity but also reflect the latest aesthetic sensibilities. As a firm specializing in corporate office design, K4 embraces Pantone's Color of the Year for 2024 - Peach Fuzz. This warm and inviting hue offers a fresh perspective on creating contemporary workspaces that balance sophistication and comfort and an opportunity to infuse sophistication, and a touch of modernity into the corporate design landscape. Peach Fuzz, a delicate and nuanced shade blending peach and blush, brings a sense of tranquility and optimism to any space. When incorporated into corporate office interiors, this color has the power to redefine the atmosphere, promoting a positive and collaborative environment. K4 is committed to enhancing the workplace experience, and we recognize the significance of color in influencing mood and productivity.

FACILITY DESIGN FOR RECRUITMENT AND RETENTION

By Jeff Klump • 07 Nov, 2023

In the dynamic landscape of community banking, where the strength of relationships is paramount, the role of design extends beyond aesthetics—it becomes a strategic catalyst for talent acquisition and retention. In an era where attracting and retaining top talent is pivotal for organizational success, the significance of an intentionally designed workspace cannot be overstated. In this article, we delve into how strategic design decisions can not only enhance the physical environment but also foster a culture of engagement, innovation, and long-term commitment among employees, contributing to relationship building and the overall prosperity of community banks. Join K4 on this journey through the intersection of design and community banking, where the blueprint for success lies in the spaces we create for those who make our banks the heart of the community.

THE JOURNEY TO BRAND CONSISTENCY: PART II UNIFYING PHYSICAL & DIGITAL MARKETING ASSETS IN THE BANKING INDUSTRY

By Nicole DeRogatis • 07 Nov, 2023

In the previously published Journey to Brand Consistency: Part I, K4 addressed Facilities, Marketing & People as the three pieces that comprise the Financial Success Puzzle for community banks. This article examines one level deeper in unifying physical and digital marketing assets within the Financial Success Puzzle, and the importance of creating a harmonious and powerful brand identity across all platforms. In the fast-paced and ever-evolving community banking industry, maintaining a strong and recognizable brand presence is vital for success. As a full-service design and branding firm working closely with community banks, we have witnessed the transformative power of consistent marketing assets in bridging the gap between the physical and digital realms. By solidifying the customer experience across all touchpoints, banking institutions can establish a stronger emotional connection with their customers and create a lasting impact on their success. Investing in brand consistency is not only a strategic move but also a reflection of a bank's commitment to their own stability and future growth.

THE JOURNEY TO BRAND CONSISTENCY: HOW FACILITIES, MARKETING & PEOPLE CREATE THE FINANCIAL SUCCESS PUZZLE

By Jeff Klump • 07 Nov, 2023

Now more than ever, brand consistency is of utmost importance to financial institutions. Creating brand consistency goes a long way in building brand trust, increasing customer/employee/community loyalty, and impacting your bottom line. Why is there so much brand inconsistency in the community banking landscape? Because being brand consistent requires change and commitment, and it can be tedious and expensive. Taking the first step is often overwhelming. Where do you start? What do you update first? These are excellent questions, but there are other important questions to consider. What is the cost of NOT getting brand consistent or what is the cost or potential loss of creating brand confusion? Inconsistencies are costing your bank time and money. Not practicing brand consistency will cost you significant consequences to customer experience, brand reputation, and overall loss of trust – all of which can impact your bottom line. Conflicting brand usage accounts for a damage to brand credibility, making it harder to compete in the market. As K4 gets ready to hit the road in 2023, presenting at various community banking conferences on this topic, we thought it was important to preamble this timely subject of the Financial Success Puzzle. At K4, we define the Financial Success Puzzle as a 3-piece formula to creating and maintaining brand consistency for community banks. This formula is simply the act of connecting people to place and connecting brand identity to place. Many retailers have capitalized on this concept for years. Your branch facilities, marketing & people MUST work together to create stability and not only that…they must be triplets, not just siblings. They can’t just resemble one another; they need to be nearly identical in their delivery.

MAKING ROOM FOR THE COMMUNITY

By Jeff Klump • 08 Dec, 2022

For decades, small town business districts across America have featured a strong physical presence from a local bank perspective. Near the courthouse or city hall, these buildings are often identified by their traditional columns and prominent facades of brick or stone. Not only do these structures help establish the fabric of the streetscape; they often contribute to defining the social framework of the residing individuals and neighborhoods, supporting the hopes and dreams of generations. Community banks need to continue to reinforce their presence and values to those individuals and businesses in the geographic areas they serve. Making your bank’s physical appearance memorable, builds brand awareness and offers an opportunity to reinforce the benefits of banking locally which includes working with trusted friends and neighbors. Many community banks are exploring ways to create community space by revitalizing main offices and branch experiences while positioning themselves as a valuable and integral local resource.

SAME RETAIL BRANCH, DIFFERENT CUP OF JOE? THINK AGAIN!

By Jeff Klump • 07 Nov, 2022

Let’s first explore how the definition of the coffee shop has evolved…from simply being a beverage offered at a restaurant to an actual stand-alone destination, service and experience that provides and encourages co-working space, meeting opportunities, and community gathering.