The best branch in the network

This is Parliament station in Melbourne, a station I pass through each day, part of the city loop of stations, and, obviously, closest to the state parliament buildings that determine the budgets and policies of the public transport system and the state as a whole. It was built probably 15-20 years ago now, and when built was one of the most sophisticated in the network – actually THE most sophisticated. The common thought was that the station had to look nice for the politicians coming in and out so they could see how nice the train system was for the public. In truth, the system back in the early 90’s (not much improved under current privatisation) was in dire straits, with poor facilities and old trains. Does this happen elsewhere? London (near Westminster)? Washington DC (I remember some nice stations)?

Relevance to banks? Let’s ensure the branch at the base of the HQ is not necessarily the one with the flashest setup, best staff or closest to the CEOs office. This creates an unbalanced view of how our physical network operates. This is the beauty of direct – it’s a fully democratic system that’s the same for everyone – before we all implement personalisation that is.

This is where Dave McQuillens Customer Experience Immersion Program for his management teams is a good solution - put management through real and virtual customer experiences where they're exposed to the good, bad and the ugly of the current branch experience.