Delivering a compelling and consistent customer experience is more critical than ever, given increased competition and reduced consumer spending. Brand awareness and sales potential are optimized when all market "points of presence" and communications work together to differentiate your offering. Brand, Place, and Culture integration creates a powerful, synergistic dynamic within an organization that results in more customers, increased revenue, and greater competitive advantage.

1. A NEW MODEL FOR GROWTH: BRAND, PLACE, AND CULTURE INTEGRATION

7. INTEGRATION

8. The images and perceptions one associates with an organization. Brand Name Logo / Tagline Color Palette Photo Imagery Awareness Associations Perceptions Gut Feelings Response INTEGRATION

9. The physical & virtual platforms in which an organization interacts and conducts business with its customers. Branch Exterior Branch Interior ATM Network Drive-Thru Lanes Website Online Banking Mobile Devices Social Networking Sites Blogosphere INTEGRATION

10. The values held common among staff as to the purpose of the organization and its methods to connect customer needs with services provided. Staff Alignment Brand Understanding Sales / Service Skills Common Vernacular Dress Code “ Signature Moments” Performance Goals Sales Incentives INTEGRATION

11. Alignment leads to the creation of total customer experiences that differentiates and creates competitive advantage. VS. INTEGRATION

12. WHO DOES IT WELL: RETAIL

16. WHO DOES IT WELL: FINANCIAL SERVICES

20. HOW DO THEY DO IT?

22. DESIGN AN

23. MEMBER EXPERIENCE Member Journey Map: Points of Experience IMPLEMENT THE

25. PROCESS

26. A NEW MODEL FOR GROWTH: BRAND, PLACE, AND CULTURE INTEGRATION