Redefining success for the digital and branch channels

Ask these three questions about your channel-strategy alignment and your metrics.

A digital- and mobile-first mindset was a primary focus for many credit union leaders before COVID-19. The nearly instant flip from branch delivery channel usage to digital has compelled many leadership teams to reevaluate how to strategically measure the success of both channels.

To help gain strategic clarity on this critical topic, gather your team to consider the following thought-provoking questions:

1. As branch lobbies are re-opened, how do we redefine success? Is low lobby traffic a good sign?

That depends on the strategic purpose of the branch. One way to think about this is to refresh your perspective on each branch as it is re-opened and ask, “What do we expect this branch to bring to the cooperative going forward?”


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