Coventry Building Society

Image

Coventry Building Society

Putting members first

While some might have been questioning the value of bank branches, Coventry Building Society decided to make a uniquely positive contribution to its community.

With their ‘Members First’ culture, Coventry believes that branches will remain an integral part of their success. The Coventry team came to us to help them craft an experience true to the warmth of their purpose, expressive of their personality, supportive of their colleagues and the communities they serve.

Our approach focussed on three key personality traits: Simplicity (no gimmicks), Transparency (the ability to compare competitor savings products in branches) and Warmth (epitomised by its people and the good-natured welcome channel-wide).

Image

Using technology we set out to deliver its ‘Digital first, Human always’ strategic objective. Through this we were able to enhance the human interaction by consciously being supportive at each touchpoint. We wanted the new space to provide the openness and warmth of service that already existed but needed expressing, so we set the stage for staff to do what they do best.

Image
Image
Image
Image

“Whilst other banks and building societies are closing branches at an alarming rate, we're investing heavily in our network.”

Mark Parsons
CEO
Coventry Building Society

Image

We created a barrier–free experience that celebrates face to face contact and encourages conversations, in doing so creating a physical and emotional safe space for colleagues and members alike.

The new experience continues to be successfully delivered across the 70–branch estate. With increased NPS and customer satisfaction rates, the concept continues to build brand equity and create deeper connections with brand fans and potential members around the country.

Image

Coventry Building Society

Putting members first

While some might have been questioning the value of bank branches, Coventry Building Society decided to make a uniquely positive contribution to its community.

With their ‘Members First’ culture, Coventry believes that branches will remain an integral part of their success. The Coventry team came to us to help them craft an experience true to the warmth of their purpose, expressive of their personality, supportive of their colleagues and the communities they serve.

Image

Our approach focussed on three key personality traits: Simplicity (no gimmicks), Transparency (the ability to compare competitor savings products in branches) and Warmth (epitomised by its people and the good-natured welcome channel‑wide).

Image

Using technology we set out to deliver its ‘Digital first, Human always’ strategic objective. Through this we were able to enhance the human interaction by consciously being supportive at each touchpoint. We wanted the new space to provide the openness and warmth of service that already existed but needed expressing, so we set the stage for staff to do what they do best.

Image
Image
Image
Image

“Whilst other banks and building societies are closing branches at an alarming rate, we're investing heavily in our network.”

Mark Parsons
CEO
Coventry Building Society

Image

We created a barrier–free experience that celebrates face to face contact and encourages conversations, in doing so creating a physical and emotional safe space for colleagues and members alike.

The new experience continues to be successfully delivered across the 70–branch estate. With increased NPS and customer satisfaction rates, the concept continues to build brand equity and create deeper connections with brand fans and potential members around the country.

Image