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good afternoon and good morning to those of you dialing in from the west coast and thank you for joining us today as we chat about how the appointment economy is changing the banking experience my name is melissa riddell i'm the director of product marketing here at coconut software and i'll be your host during our session we're going to be joined by jeremy saldivar for a chat about how welcome educational credit union affectionately known as wiki have pivoted their operations to maintain their member experience as a direct result of the pandemic and the associate changes to how we bank but before we get started i wanted to share a few helpful tips on the webinar platform you'll be able to change the size of the slides on your screen by dragging the corners of the presentation audio comes through your speakers so make sure that those are turned up high and we will be doing a q a session at the end of the presentation so be sure to submit your questions through the q a widget at the bottom of your screen there's also a few resources we've provided that you can download and peruse at your leisure we're also going to be sending out a survey after the webinar to gather your feedback and help us create future conversations about topics that you find valuable you'll get a link to the webinar recording at that time and should you want to share it with your colleagues i know everyone loves a thrilling webinar finally if you have any technical issues click on the question mark button at the bottom of the screen and you'll get some assistance there as mentioned i run product marketing at coconut software a beautifully designed and powerful to use solution that helps financial institutions who want to improve their customers digital and physical engagement a key topic of today's presentation our suite of cloud-based solutions provides a way to seamlessly schedule measure and manage client prospect and staff interactions now if you haven't picked up on the thick canadian accent yet i work from toronto's coconuts toronto office and we support clients across north america i'm joined today by jeremy saldivar who's director of member experience at wiki with 20 years of product development experience in financial services he's led great teams that have helped guide community banks and credit unions through the most innovative and fast-moving decades of the industry from cash to tip cards checks to clicks and now visit to video appointments his passion revolves around using technology to help members be the hero of their own financial journey thank you jeremy for joining i know our audience members are really interested to hear how you and we q have managed the digital transformation as spurred on by covet 19. so let's dive in shall we so coconut future branches recently partnered together to pull a hundred bank and credit union executives to gauge how high level decision making is shaping branch networks today and more interestingly for tomorrow you'll find both this recent report and another one that we did called the 2020 future branches consumer study in the resources section of the webinar platform i highly encourage you to download them both brew or pour yourself a beverage and have a read so in this survey we asked several questions pertaining to the importance of physical or in-person interactions and digital engagement we wanted to pull you guys today to see how your answers matched up to those reports results so your first polling question of the day is improving synergies between digital and in-branch customer experience a formal part of your engagement strategy right now you have three answers yes no but it's important or no it's not regarded as important so i'm going to give you several seconds to actually read through the question and select your answer if we had the rights to it i'd be playing the jeopardy music but alas you'll have to have it going on in your head okay another few seconds all right so a resounding majority of you have said that yes it is important and a formal part of your engagement strategy and i'm extremely pleased to see that no one actually selected no it's not regarded as important okay so balancing this out with what we actually saw in this report um from the report we we only got 53 saying that they felt it was they had it yes improving the synergies between digital and branch experience was formal and an official part of their engagement strategy nearly 30 said no but folks generally regarded it as important and almost 20 said no and it's not regarded as important so i'm very pleased to see that everyone on this webinar is actually much more prepared and has better synergy than some of the respondents of the survey it is good to note that the survey was done january um through to april so some of the answers were actually collected prior to much of the covid organizational changes so i think really the polling results from you all are probably more reflective of our general outlook given everything that's changed in the past six months okay so we're going to circle back to the implications of those polling results in a moment but before we do and forgive me if you've seen this before i i couldn't help myself it really is so true when it comes to banks and credit unions that we've been chatting with digital transformation is not a new concept and i would be very surprised if your organizations haven't had this as a key strategic pillar in your plans for the past five years the difference in 2020 is that a massive outside threat taking the form of a tiny virus has really fast tracked those transformation plans i think we all thought we had a bit more time to push along the concept of digital engagements omni-channel marketing and seamless technology integration through our internal stakeholder groups butkovid really made us change much faster than i think many of us were ready for for many organizations implementing appointment scheduling solutions and visitor management technology and procedures during the kova 19 pandemic has actually been seen as a survival tactic absolutely made necessary by social distancing requirements in your local public health policies however as banks and credit unions begin to open the doors back up to the public one thing's really becoming clear to us appointment scheduling visitor management solutions will actually be key to long-term success for any future customer engagement model no one really knows how our society and customer expectations will change in the long run but we can be assured that short term your customers your members your prospects and your staff are going to be expecting safe convenient and effective ways to work with each other so in our discussions with our clients in the market in general we found that financial institutions are reimagining the purpose of their branches and locations management teams are asking themselves what can we do to expand the value and accessibility to help with growth and revenue objectives how will brick and mortar experiences propel customers through the various buyer journeys and how to optimize the reopening strategy as we get a better handle on managing kovid and by extension how to properly plan workforce capacity to control the labor costs and make sure that your teams are safe and engaged all said your customers are increasingly expecting a seamless experience when switching between the convenient digital tools they use every day and the branch environment that they trust for their most important financial matters which leads us to the consideration of how bank and credit union management can help future proof and we really believe it comes down to this two-pronged approach you're going to be hearing me say this over and over again first of course is the reimagining of how you use your branches and locations but the other is this focus on what we're calling the appointment economy so you may be asking alyssa what do you actually mean when you say appointment economy the way that we've been defining it here at coconut software is appointment economy is a concept that in a post or frankly more accurately a current code world we as a society are really defaulting to carving out safe times and spaces by which we can accomplish the things we need to do the easiest way of doing this in a convenient manner is relying on appointments and i'm not sure about you but i have not stepped inside of a grocery store for the better part of five months i shop online through my local grocers app then i book an appointment slot to pick up my groceries and some services we're used to having to book appointments getting your hair cut getting an oil change going to the doctor but others are new booking appointment slots at boutiques car dealerships and of course at banks and credit unions and at coconut software we've really been focused on the emerging appointment economy as banks and credit unions are implementing engagement models that promote that distancing and safety and at the core of this model is effective and streamline appointment scheduling solutions that don't act as a gatekeeper but instead facilitate an enriching relationship between banks credit unions and your customers and members so it goes without saying of course that these solutions need to be effortless integrated with your existing systems and fail safe so that no double bookings reminders and notifications are headed out for customers members and your staff so this focus in the appointment economy will continue to be spurred and strengthened by your customers they want to know that there won't be big crowds or long lines that they'll be able to get in and out with the answers to their questions as conveniently and safely as possible and for many it's even better if they don't even have to visit the branch and here's where that digital transformation piece really comes into play the question then becomes how do we provide excellent excellent customer service drive loyalty and reach our business objectives through those digital channels not only are they convenient like phone and video appointments instead of getting dressed masked and hand sanitized and then heading out the door for an in-person chat but these channels also tend to be much less expensive to support the reason why this needs to be a two-pronged approach however as opposed to just transitioning all of your services online is that according to a future branches survey that we did almost half of respondents state that their customer base is divided between prioritizing physical branches and digital engagements so for example 16 felt that all their customers prioritize physical branches and at the other side of the spectrum six percent of respondents felt that physical branches were not at all important to their customers even us millennials that flighty digital obsessed group ranked convenient branches as the top factor when considering banking products and retail financial services according to a 2018 survey by the bank administration institute most banking executives realized that both the physical and digital channels of the bank are now operating not exclusively but in tandem and although banking customers tend to use their mobile devices for everyday transactions like transferring funds the bank branch is still the epicenter for high value transactions ideally banks and credit unions will be able to bridge these two channels to create that seamless banking experience with little friction for customers when they move between digital and physical and then back again all right i hope you're ready for pulling question number two the question is is introducing new products services and or capabilities to meet changing consumer behavior post pandemic a formal part of your engagement strategy right now yes it is part of our strategy for growth no but it's important no it's not regarded as important so again i'll give you a few seconds to reread that have a look at the answers and then submit okay couple more seconds excellent all right once again i'm so pleased we have a fabulous group of folks on the phone here today so yes it is part of our strategy for growth at almost 88 no but it's important at 10 and it looks as though just a couple of people mentioned no and it's not regarded as important so from our previous research once again understated compared to all of all of you on the phone we had just under 50 percent state yes it's part of the formal growth strategy 30 state no but it's important and then 20 said that it wasn't important nor is it part of the growth strategy very interesting in each case banks are using online capabilities to connect remote consumers and members with branch personnel and improving those in-branch technologies to meet customer preferences and this indicates that credit union and bank leaders are reimagining the purpose of the in-branch experience treating it less like a retail outlet and more like a hub for financial activity so a great example would be having financial advisors and mortgage specialists readily available whether it's over the phone or video for conferencing or of course in branch that way if a customer comes in looking to buy a house in the next few months their advisor is there to help them with what they can afford in terms of budgeting and the mortgage specialist can very quickly assist them to see what kind of loan terms they'd be offered and being able to pre-plan and book these appointments ahead of time means that customer can meet these specialists when it's actually convenient for them so when we say the appointment economy is driving a digital start to engagement what we really mean is that your customers and prospects will generally default to engaging with your financial institution digitally first in the past folks may have dropped by a branch to complete their tasks whether it was transactional like depositing a check or advisory like booking time to see an advisor now what we're seeing is evidence that customers actually prefer to kick start their search for an answer to a question by calling in visiting your website opening up your mobile app or responding to an email from one of your staff members and this is proven by various studies and surveys done by future branches so for example in that 2020 consumer study i referenced earlier it was found that 93 percent of consumers feel that their bank's website or mobile app suits their needs and over three-quarters of them feel that it's either extremely important or very important that their bank of choice upgrades their website or app to remain up to date similarly over 50 percent of consumers prefer a digital banking experience via mobile banking over any other banking experiences another interesting set of statistics i wanted to share over half the consumers surveyed take less than 10 minutes to do banking activities each week the question becomes how can we make it as convenient as possible for these consumers to complete those activities quickly and with a cost containment frame of mind how can we service those in and out customers as inexpensively as possible and the answer of course is digital using an online self-service solution allows your customers and members to not only select the appropriate associate whether by name or skill set but also provide key information ahead of time your associate or staff can then review before the meeting and effectively address all of their customer requirements this not only provides the added benefit of increasing the number of high value appointments but also optimizing employee schedules to improve their overall efficiency and productivity when asked about the benefits of being able to schedule appointments 72 percent of survey respondents stated that it was more convenient and saves time 50 percent felt it ensures that they could meet with a knowledgeable associate 44 felt that it meant that their needs and questions were actually addressed during that visit and just over 40 felt it would eliminate the need for repeat visits now of course if you're quick at math uh you'll realize that in that survey respondents could select more than one benefit the convenience is really real though i remember back in the fall my husband and i bought a house and we were trying to coordin te meeting with the mortgage specialist at our local branch we had to actually visit the branch in order to book a future appointment so strike number one and then when we showed up for that appointment after shifting around work and figuring out daycare drop-offs we actually found that that mortgage specialist we needed to talk to wasn't even at the branch at that day so all this hassle and inconvenience could have easily been solved by allowing us to a book an appointment online in between putting a toddler to bed and cooking dinner and then b meeting with the appropriate specialist at a time that was actually convenient for us so we know that customers want to pre-schedule appointments online for a variety of different reasons but the most interesting stat i think i found in this entire presentation is just 23 say that that capability exists in their own bank or credit union today customers want the flexibility to manage their own banking experience so it really is unsurprising that 71 say access to self-service tools in the branch are an important part of their physical banking experience in the same future branches report that i keep referencing because i love it we found that 39 of consumers visit a branch simply to use an atm which means that 61 of visitors needed to actually enter the branch and in a time of social distancing and safety precautions this really underscores for me the importance of having a way to effectively manage your in-branch traffic 27 of respondents say that they waited in line to see a bank teller at their last visit and based on those qualitative responses long lines are the most prevalent grievances among consumers when asked about the most difficult thing they experience when visiting a branch lines long lines wait times and waiting were some of the most popular responses one way to help reduce teller lines and wait times beyond encouraging the booking appointments is to make it easy for your customers to self-serve when they actually reach your branch so once again demonstrating that two-pronged strategy in a single engagement so for example respondents were excited to see personalized interactions within their mobile banking apps on-demand communications through those same apps and video tellers and smart atms at their next branch visit however a significant portion of consumers would also like to see clearly displayed estimated wait times 30 percent advanced scheduling tools for setting meetings with associates 30 and interactive signage about 20 the next time they visit their local branch so using a visitor and lobby management solution helps to bridge this digital physical divide either through a tablet or from a breeder you can manage your visitors easily checking them into appointments managing walk-ins and then clearly displaying those wait times so your staff aren't constantly answering that perennial question when is it my turn another use case we've seen for many of our clients who use this solution a customer walks into the branch chats with the greeter or uses the kiosk to book a walk-in appointment with an advisor and then they can actually go back and wait in their car they'll get a notification when the advisor is ready to meet with them they re-enter the branch and what that means is that there's no waiting in line there's no need to take up a tellers time doing simple scheduling and they're able to maintain safe distancing in the privacy of their own car it really is the ideal solution so the chart i'm sharing here was gathered from the same report and showcases that the majority of the individuals prefer a digital experience through a mobile app followed by branch at almost 30 percent and finally a desktop digital experience at 20 percent but i think personally the most interesting part of this is that 71 of those same respondents believe it's important to build a relationship with bank personnel so what you're probably realizing with this combo of stats is that for those transactional day-to-day type activities your customers actually love that digital option but when it comes to those larger more complex transactions like buying a house or ideally investing their lottery winnings your customers want to leverage the expertise and advisory services of your staff in branch this really does showcase the requirement of the two-pronged approach and forgive me for beating that dead horse but i feel very very strongly about it so to switch gears back to the actual management of people in your branch as we're all extremely aware the social distancing and public health guidelines for maximum occupants in a given space distance between people while waiting in line and other policies are probably not going to go away anytime soon which means that your branches and staff need to have a safe way to control the number of visitors that you have using technology to track the number of concurrent appointments even limiting the number of appointments booked at a time slot to ensure adequate spacing understanding the busy times at your locations and branches and then finally leveraging notifications to remind customers of upcoming meetings and when it's safe to approach your location for their appointments all helps to ensure that you're keeping your staff and your customers safe all right the final polling question of today does your institution currently use tools like appointment scheduling lobby or visitor management call back features or phone and video meetings your answers are yes no or unsure i'll give you a few minutes to read that over and select which one works for you okay another couple of seconds all right fantastic almost three quarters of you are using some or hopefully all of these different features that's fabulous to see uh 25 percent are saying no and 2 percent are unsure so i'm speaking especially to those 25 percent who aren't uh obviously we'd be more than happy to chat with you um so feel free to reach out and and let's book some time to see how we can help you with that so before we switch over to our chat with jeremy i just wanted to sort of leave off on this one notion um i really really do believe and and us that coconut would agree you know if you go the extra mile in providing really great helpful service at this incredibly stressful time then i believe it will have a lasting impact on how your clients members and your staff feel about your organization so before we get jeremy unmuted on the line i just wanted to remind everyone we are going to have a q a session right at the end so if you do have any questions just feel free to click on the q and a widget down at the bottom of your screen submit them and then we'll get to them in a few minutes all right so with that i'd like to welcome jeremy jeremy are you on the line uh yes i am hello hi jeremy thanks for joining us today really appreciate you spending the time thank you for uh scheduling this at 10 a.m pacific time because my four teenagers are still in bed so i have less likely background noise so i appreciate the early time absolutely absolutely and i know that us as folks in the east and central uh regions also enjoy booking the west coasters for 7 a.m meetings so i also am glad that we were able to make that work for you as well so before we get into some of those questions for jeremy um i just wanted to to briefly overview we queue so wiki was one of western washington's largest credit unions and they partnered with coconut software to offer more streamlined appointment scheduling to their members and non-members as a direct response to the coronavirus outbreak so with more than 130 000 members and more than two billion dollars in assets we queue has 415 employees and in 2020 they gave close to half a million dollars to various local nonprofits and community groups well done jeremy thank you for joining us and i i know i myself am very interested and i know everyone on the line is as well uh to see how you and the team at we queue have been really tackling the challenges of the pandemic and uh and the appointment economy so let's let's dig in okay uh so first question for you how does wiki consider the branch within your overall customer engagement strategy yeah um well uh you know things are definitely altering let's say with uh the past few months but even prior to that uh our branches were central part of our overall channel strategy with 130 000 members uh 90 000 of those members are in a county region that has a total population of 230 000 so we have deep deep penetration which then results in high traffic at all of our branches um in my prior banking life before crossing over to to the credit union um that was almost unheard of because we were more of a commercial focused bank there and lobbies were were a little bit more quiet um but with the amount of members that we have at we queue uh branches were are paramount in our in our channel strategy i do like to give some numbers so i i don't want to um i'm going to be throwing out numbers in this conversation just to give you guys uh some reference because i know i've been on the other side of these webinars and i you know i was like i want real life examples so for example um 54 of our membership uh we've been able to pull a lot of our members or survey a lot of our members these last few months we've gotten tremendous responses so any numbers that i'm going to share today from a survey that we've done uh we did back in may uh to gauge a variety of things that we received over ten thousand responses for so i feel very confident in the in the numbers that we're we're sharing um 54 of our members say that they visit our branches monthly um and 17 of them say weekly um which is interesting though of that 54 percent i'm going to give some a lot of percentages 46 of those visit the lobby and then it's broken out half and half 27 and 27 that visit the atm and drive up so as you can see heavily used and interesting enough you would think it'd be you know the older demographic but the usage of our branches were identical between these 85 or 65 and older to the 18 to 24 demographic so something that's surprising but uh it's definitely something that we're tracking and making sure it's part of our strategy moving forward fantastic yes thank you thank you for those stats it is always much more helpful when webinars provide some real life experiences so thank you that's great um okay so next question we have for you so previous to implementing coconut um how how was weak you engaging with your members did you track appointments you know how were you able to sort of see what what your staff was doing and and how your members were really utilizing your services yeah so the answer is um almost none so uh prior uh prior to covet we we had a home homemade uh lobby check-in system so we were very much first come for or we very much first come first serve so we did not offer appointments even with all that heavy branch traffic um it would we'd see a lot of wait times not only in our teller lines but also in the meeting with our with our officers and in the um branch to talk about new accounts or or new loans or so forth so we had really no visibility into why were people visiting our branches how long was it taking to serve them which of our branches were busier with those you know non-transaction type of appointments and so the appointment project was something that we definitely had teed up prior to the the pandemic however this might sound familiar because i've now implemented uh two appointment systems in in my financial services life at two different institutions and at both places the main worry was not about the customer the member but about our own employees and it was we're really concerned about being able to manage our calendars right so appointments um when we were working on the project appointments were an afterthought prior to the pandemic it was more about we're going to upgrade our lobby check-in system we're going to work out some of the bugs we're going to add a queuing board i don't know if this sounds familiar to anybody on the call but appointments were going to come later because we really needed to take the time to um work it into our into our culture and and give our staff the ability to kind of adjust that way of working with members and and opening up their calendars well all of that didn't about face as soon as lobbies were closed here in washington state um in the middle of march now all of a sudden um it was a complete 180. now we were going to implement appointments to be able to safely bring members back into the lobbies to still do those banking transactions and and um consultative appointments that they they needed to do and and i'll tell you what the staff jumped right in all those worries about opening up my calendar and i don't know if you know what if i'm at lunch and all these things um everybody bought in for the sake of the member and for the sake of of servicing our membership and it was incredible to see the response from our team uh when this pandemic kind of put our back to the wall and we had to get creative we had to be innovative we had to be agile things that necessarily those words necessarily you don't say those in the same breath with a credit union especially a credit union two billion in assets so um that was that was incredible and um now we're starting to see uh the benefits of having those appointments moving forward and so again i talked about you know having feedback from the members i'm gonna start i'm gonna share some uh quotes from actual members here um so here's a quote amazed that i could set a same-day appointment and i was contacted immediately i've used this uh i've used a service uh at a big bank as well but you guys rocked it end quote so you'd love to hear that absolutely that's wonderful um interesting so so i have a bit of a follow-up question and uh it's not on the slide so forgive me um i was really interested when you talked about um the the i guess concerns about sort of the culture and how would people feel kind of opening up their calendars so do you have any suggestions or advice for folks on the phone who may be worried about whether their culture at their credit union or bank could kind of handle um this this really fundamentally different way of of engaging with customers and members yeah it really is all about uh transparency in the process internally i we shared early and often the progress of our appointment project with coconut with the front line staff so we kind of did it in layers right so we we would uh present to our management team and say hey here are the benefits here's what here um here's what the system would look like we were able to demonstrate and it was really kind of a own internal drip campaign that we did um to get people comfortable with it so when it actually you know and everything kind of hit the fan and we had to implement this fast and furious they were already kind of groomed to the idea of okay this this isn't as scary as i thought and um the other thing that we did i think that was a little bit unique was prior to going live we did a kind of a fun uh internal contest where basically we set everybody up with a system and we did we made a branch kind of competition to where we said okay you have three days to schedule as many appointments as possible for each other um and uh every appointment that you schedule will be a um it's going to be an entry into a drawing for a free big lunch that we're going to host and put on a big party for you at your branch for your full branch and so it was and it's unlimited so if you wanted to schedule a point you know schedule back and forth for each other you know a thousand times in a day which we saw um then then let's go for it and what we ended up doing is we ended up scheduling i think in that three-day period internally i think it was something close to 3000 appointments so it was a way to train but also get buy-in into the process i think that's incredibly important that your full team feels that they were part of rolling this out and making access to making it successful because they're going to provide you the best feedback about what is a real-life appointment and interaction with a member look like hopefully that answers your question yea that's wonderful and that's that's some great suggestions i know um you know the any any sort of software implementation is always uh it can be a big change management uh project so the gamification is absolutely a fantastic technique so i applaud you that's that's wonderful all right so so next question for you um so as the u.s started to release social distance how did we two change to meet your members demands yeah so like i said uh going into the pandemic we were all set to upgrade our fancy ipads in the lobbies to make check-ins easier and um our main plan was to roll an appointment maybe nine to 12 months later and and and to do it by business units right that's an another kind of strategy that's you know worked in the past is well let's just roll it out with our commercial banking team first and then our real estate team and then the retail team you know kind of again get used to the system and and um you know weighed in as opposed to cannonball in um i'm not going to say dive dive is too strategic it was a full-on cannonball uh into the pool when we ended up saying okay our members still need to access our services that are not able to uh through drive up or through our digital channels so what what do we need to do to again safely bring people in to the branches to not only protect uh the membership at large but our own employees right so we wanted to make sure everything is being handled appropriately and given ourselves time to sanitize stations and so forth between appointments and so um again we pulled in a full team it was like a um i don't use this term lightly but it was like a war room mentality to where my group the member experience team where we oversee product development channel development we brought in the digital team the retail team the real estate team the commercial team and everybody was at the table to say okay here's here's a project we're trying to get this up and out in four weeks i think it ended up being four and a half and hats off to coconut again for helping us with that having a very thought out and well managed project uh plan but i i've worked with many projects having a great project plan isn't the only piece you need two willing parties right on either side that are that are equally um uh focused on completed so coconut met our kind of level of intensity in getting this rolled out and that was much appreciated so like i said it was four and a half weeks that we were able to stand this up um that's how great the coconut system is and adaptable in in branding in syncing with our we use microsoft 365. so all of that connections into the background and getting it linked out into our website um all was able to be completed in that four and a half weeks so we responded quickly and we ended up getting going live to members with the full appointments um on may 27th so may 27th is when we went full live we did a few limited appointments the two weeks prior to that that we wanted to just kind of try out but then we went full service for all our apartments may 27th and so again to give you some numbers since may 27th as of this week we have now completed 10 600 appointments which is mind-boggling to us we're now averaging um every week we saw more and more appointments completed so it's it's since may 27th every week has been more appointments completed in the week before and we're now averaging over a thousand appointments completed per week um and just to give you some breakdown because i know everyone's like what are they coming and do that what are you doing so we're still not doing any kind of teller transactions so that's all still through our drive up no you know deposits cash withdrawals anything so our top appointment right now 17 of our appointments are new account appointment so opening new accounts which is you know we do offer online account opening so it's not like it's not available in another channel but people are still wanting to come into the branch to open that new account so 17 oddly enough and this was a surprise to me the next highest appointment type was 13 notary appointments so having things notarized that 13 then nine percent was issuing instant issuing a debit or credit card and then the next nine percent was any some any type of account maintenance and then the one type of uh teller kind of transaction appointment that we're taking what are what we call large cash transactions so that's not gonna you know it's not a cash transaction that you're gonna hold up the drive up line for maybe it's a business or some other type of you know one-time cash deposit and that makes up seven percent of our appointments so those are the top five appointment types new accounts notary instant issue of cards account maintenance and large cash transactions so and i'm going to end my answer here with another quote from a from a member it was better than expected and i was contacted immediately everything was ready when i arrived it took less than five minutes so that's the other benefit and i think you alluded to that in one of your slides prior is our employees have embraced this appointment now concept about now i know what my day looks like and i can prepare for the member and it literally is when they show up um that as much can be done is already done by the time they sit down and it's not only you know we we kind of look at it through a safety lens of like limiting time people are interacting but at the end of the day it becomes the best member experience that you could have is that you purposely thought about my situation you took the time to have it prepared for me you're you're respecting my time of having to come down and find parking and put my mask on and walk in the branch um and we're done and i'm happy i'm satisfied and and now i feel like i've completed something um with you wiki and that's where i i've had it in my bio but that's really how we think about member experiences how do we make the member the hero of their own journey right how are they because they're trying to accomplish a goal they're trying to overcome something um so how do we enable them to be the hero of that financial journey yep that's that's so true and you know it's just so refreshing when when a business or organization or bank or credit union just really respects your time as a as a consumer and um and sort of knows about you so you can get past some of those those initial questions and we can just get to kind of the meat and potatoes of why we're chatting in the first place awesome okay so next question um what role will your branches play in a post-pandemic world so fingers crossed we're going to get over this sooner rather than later how do you see your branches playing out in that new strategy yeah this is this is a very easy question thank you um and i'm not gonna pretend like i have any expertise or idea about about what the future holds i was one of those uh guys in march that was like oh this is gonna be like three weeks don't worry about it we'll be back up and running by the end of april so i'm not gonna i'm not gonna pretend that i have any insight into into what's going on here but what i can share is that uh again i don't think this is probably uncommon of people in the call is we had a lot of big plans heading into march right we um we had you know working plans of building a new headquarters and um you know what does that look like to you know get all of our administration staff into one place and how do we how do we adjust our you know i'm sure this is a term it gets thrown around a lot branch transformation right and all of that has now been turned upside down you know flipped around and sent to the you know sent to mars on the tesla rocket so um a great example of that is something up in our corner of the world is i i'd encourage those on the line when it comes to infrastructure to read an article google an article about rei's headquarters so up here in bellevue washington rei which is an outdoor store up here very very successful prominent star i don't know how much national as everybody knows who rei is but we're very spoiled that we have them here uh but they had just completed literally i want to say two weeks ago a huge campus an eight-acre campus in bellevue washington for their team um that uh senior leadership team just came out and said we literally just the paint has just dried we are going to now put this campus on the market and sell it we're completely ripping up our our strategy of how we handle um our infrastructure and to me it was just it was just a sign of if just how much change has happened in these last few months and when you have companies like rei that that are taking that approach and saying all right you know we know we need to change uh how we work with our employees how we work with our customers and and kind of start from scratch um that i i listen to that kind of um uh example so again it's part of my role um in member experience we oversee product development but also what we call voice of the member so surveying our members as part of that survey i reference we also asked about covid and how that's impacted their future outlook of utilizing the branch so um we first asked them how many people have visited the branch so far during the pandemic and 41 of our membership um said that they had visited our branch um 93 of them said they were able to complete their transaction which is when they visit branch which that's that's the key metric right is if you okay you came to the branch even though our lobbies were closed were you still able to do what you set out to do and so 93 so that kind of stack gets us to thinking what does our branch look like moving forward if our lobbies are closed and 93 of our members still there still say they're able to complete their transaction that that should tell us something and so in kind of looking forward though um that uh we asked members well once the pandemic's done how do you expect your behavior to change when it comes to going to the branch 67 percent said that they plan to use the branch or actually sorry not exactly 75 percent of our members said they plan to use the branch actually more or the same so three quarters of the once the pandemic's gone they're still going to come into the branch 25 percent said that either less or not at all um of those ones that said less or not at all uh 11 or 11 said they plan to just come using drive up more and again when you look at the um age uh the age um segments of those responses you would think it'd be the older than 65 that the ones that are hesitant about going to the branch but i kid you not they are the most enthusiastic about returning to the branch and again they mirror the 18 to 24. so the 18 to 24 and 65 plus are the ones that plan to continue to come to the branch out of all demographics um after the pandemic it's looking like that gen x and um millennial segments they're the ones that have been caught up in in kind of all of this change of how do i interact how do i go and conduct my business i want to be more remote i know our us gen xers you know we we have a kind of cynical attitude to everything so it's definitely showing in the stats from our members like yeah i'm good i'll just use my app and um so it's really causing us to have a new conversation about okay what is what the how do a branches uh look going forward so again i don't know the answer right now we're just collecting the data and trying to listen to our members that's the other thing i would say is we're really trying to listen to our members to dictate our strategy moving forward because as a banker for 20 years i know we always think that we have the answer we always i don't know if this happens in other people's project rooms but every banker is like well when i do this this is how i think about it or when my you know mom does it it's always anecdotal but i really encourage people to just go to your customers go to your members and really listen to them because i would have never guessed on the 18 to 24 that they mirror the 65 plus and how they interact with our infrastructure and i'll also say one more stat of top three reasons that why people bank would we cue um we asked them you know most demographics say because we're local we're trustworthy the 18 to 24 demographic was the only one that referenced easy access to branches and atms which is incredible so yeah it's it's so helpful having these stats because you know as a as a marketer and a data nerd um i i totally echo that we all have to be careful with how we sort of base our assumptions on how we think our members and customers are going to act and behave because it definitely you need to have that research those surveys the focus groups to really better understand you know what your what your customers and what your members are needing because you uncover these really interesting nuggets that had you not known them before your strategy may not um have been as successful in the execution so this is also painting a great picture for everyone on the line if you don't have a robust marketing team um definitely perhaps now is the time to to to look to invest naturally i'm biased i always want marketing to have more people and more budget of course okay so just just a couple questions left and then i do want to have some time for some of the audience questions they're coming in um like crazy so so what's next in the world of for the world of member engagement so i know you've touched on this briefly i wonder if there's any other additional thoughts you had that you wanted to share yeah i'll try to go through quicker on these uh uh last two questions to leave time so i apologize a little long-winded and earlier questions so um as far as uh next in the world of member engagement and really specifically focusing on our on coconut and our appointment software what we're going to leverage we're right now in the process of of internally testing the addition of the zoom video conference option so right now people can choose a phone appointment or for those particular transactions of the branch the in branch appointment we're going to add that third option next week of our video appointment options and so really trying to expand that consultative um those consultative options for our members um and and continue to have that personal connection even though it's through you know video but but doing what we can to to continue to help members the other thing that i would say is moving forward is that we're going to use coconut to expand um and go outside of just you know one-off kind of order taking appointments into more of those seminar slash information type of appointments so for example um at the end of july is july 27th july 29th i apologize we built um a an appointment for a real estate webinar so it was it was geared toward that first time home buyer which we've done in the past we have what we call education centers here at the credit union to where we've done you know credit card you know first-time credit card webinars and and and stuff like that this first-time home buyer webinar we've done for years and typically we have on a good day eight people nine so we did this on virtually we had 150 people attend this webinar and as a part of that in coconut we scheduled a um we created a service called the first time homebuyer meeting that you can schedule specifically with a loan officer so not just apply for a mortgage we wanted to carve out a consultative appointment specifically of first time you know first-time homebuyer and since that we launched it with that survey so what is this now three weeks we've had 29 appointments um already scheduled through that after that survey so incredible engagement and and capturing of that interest in business and what's really a hot hot housing market up in our corner of the of the country yeah more consultative yeah and and i was just thinking man that would have been super helpful had my branch been able to offer something like that when you're when you're buying your first house and freaking out about it so that's that's fantastic wonderful okay last question before uh we head over um what is one suggestion you'd like to share with the audience so it doesn't have to be you know specific to coconut um it could be life lesso s jeremy if you have a really good one for us but what's one suggestion you'd like to share yeah i i'll i'll keep it in the realm of product development and experience uh what i'd say is and i've kind of said this a few times now is really truly listen to your members i know it's something that we you know say that you know we're member centric or customer secret or we're service oriented but you really need to go into the trenches in user groups focus groups secret shop any way you can get your customers um to to give you that feedback and you have chan you have big promoters and champions in your customer member base they want to give you feedback they love your organization and they want to do anything they can to help it succeed because they're there's a good group that's just emotionally tied um to what you do for them on a day-to-day basis so so definitely leverage that and the acronym that i use it seems very basic and kind of common sense i use the liam acronym and maybe people say i i didn't make it up it's just that liam is listen interpret act and monitor or measure um and i apply it to every development effort or experience effort that i have so it starts with listening in members interpreting what they're telling you then act on it that's huge don't just listen and be like thanks for the feedback you've got to reinforce with them that hey you told me this and now we're doing it and then monitor the progress so an example i'll give a coconut example is we launch day one a survey that's automatically sent to a member once they complete an appointment in coconut so we've gotten a lot of great feedback um for those that are familiar with nps uh our normal relationship nps is is average around 65 to 67 which is great it's great for credit it's a great uh credit uh nps score our nps for specifically our members that have completed appointments so far 86 which is incredible so 86 so that's just a reassurance that we're doing something right and and part of that and so of the act and measure one of the first few feedbacks that we got was my appointment didn't start on time and so we're like what what is going on here and so what we found out in digging into that is that the notifications that were being sent weren't clear enough as to what the members should do when they come up to the branch because they can't just walk in right and some of our branches we can't really see if somebody is at the door and if they're knocking and so people would say like i waited in my car for like 10 minutes i didn't know what to do um how did i get in there so working with coconut again and again this isn't planned but coconut's been great but we went back to coconut and said hey can we update what the text message says when they check into their appointment yeah no problem so we were able to fix that immediately and saw an immediate increase in our satisfaction scores and our nps scores as soon as we were able to do that so liam liam liam if you can write that down and then practice it that's what i would that's the advice i did yeah that's wonderful sorry sorry last quote from a member i just want to share to wrap it up the online appointment system is wonderful even if we were not in the circumstances that we're in this is fire and i don't know i i think that's a a what is that a gen d word this is fire so i had to run about my teenager so that was praise it was praise i heard so that's what i landed on fantastic well that's wonderful i really really appreciate you uh sharing that and and we have had actually quite a few compliments uh jeremy where folks are saying you know thank goodness jeremy's giving us some of this great data so this has been very very helpful um so to be respectful of everyone's time i'm gonna ask one question from the q a but i want to assure everyone for all the folks that sent in questions and there are a lot we are actually going to respond to you directly and individually with the answers to these questions we're also going to take all the questions and actually package it up into a frequently asked questions document from this webinar and we'll share that out to everyone who participated today so if you didn't get your question answered rest assured we'll get back to you and then we're also going to share them with the larger group because there's all sorts of good learnings in there for sure okay so final question for you jeremy has the appointment approach had an impact on your member growth strategy what kind of trending are you seeing in new members by channel uh that's a great question and and let me just quickly apologize for for taking too much time and not leaving time for those other questions but but yes um the implementation of the appointment system has now given us um one more tool as we look to not only grow our membership but expand our footprint so um we you know we were kind of limited in our thinking of how do we reach these new members and again with being hesitant in before covid of rolling out appointments um we have already deployed appointment links in all of our marketing since then so any type of marketing for new credit cards new mortgage the call to action is no longer visit this site to learn more information the call to action is now making appointments and we're seeing um not only a huge lift from those marketing messages but also a quick plug for coconut the google reserve so people that are doing organic searches for wiki or banking when google shows up as we queue you can see immediately within the google page to schedule an appointment i was blown away by how many appointments we've gotten through google so far and i think i might be able to tell you um because again innovative doesn't usually align with credit unions so of those we have had organic scheduled appointments through google uh 200 254 google made appointments which again i didn't expect any so that was incredible so yes it's definitely now a part of our growth strategy moving forward and it has had an impact in these few weeks already wonderful well it's fantastic so um we're at 2 p.m and jeremy please don't apologize i think there's just so much goodness in your answers and and i know i've been scribbling furiously away because i'm learning stuff that i want to apply with my team as well so for folks on the line again we're going to have a look at the questions we'll get back to you individually stay tuned 24 hours after this webinar is concluded you'll get a link to actually listen to the recording you can share that of course download the resources we've provided to you and please be sure to enter in your feedback on that survey we just chatted about how important it is to listen so here i am listening i'd love to hear back from you so thank you once again everyone jeremy i think i owe you a beer after this conversation um and i hope everyone has a great uh rest of your thursday take care thank you you