The Brand Promise Think Blink Gap: A Comprehensive Analysis of Restaurant Chain Performance in the Fast Casual and QSR Landscape This joint study by SLD and The Customer Obsession Advantage analyzes 2,000 customer reviews across 18 major restaurant chains. It reveals that customer loyalty hinges on four key drivers and shows how the ThinkBlink framework […]
The healthcare industry is undergoing massive changes, from the introduction of robotics capable of intricate procedures to AI bringing deeper insights into diagnostic tools. However, with all of these new technologies comes a heightened risk of patient and staff anxieties silently impacting their health and wellness. The facts speak for themselves, with nearly 4 in
How to meet patients’ emotional needs in healthcare Read More »
While digital banking continues to reshape the industry, physical branches remain a vital part of the customer journey, especially when it comes to life’s bigger financial decisions. Their enduring relevance highlights the value of human connection in a world of automated transactions. Today’s most forward-thinking banks are transforming their branches into relationship-driven spaces, blending intuitive
Why Customers are Still Using Bank Branches Read More »
Community banks have long been trusted for their personalized service and deep community roots. However, as technology reshapes consumer expectations and larger institutions dominate the digital and marketing landscape, community banks face increasing challenges in maintaining relevance. SLD conducted a consumer study to uncover perceptions of community banking, identify unmet needs, and reveal strategies that
The Future of Community Banking: Banker’s Perspective on Community Banking Read More »
The definition of community is shifting, and with it, the role of financial institutions in fostering trust, engagement, and long-term loyalty. Traditionally, community banks thrived on their physical presence, local involvement, and personalized services. However, changing consumer behaviors, the rise of digital banking, and the increasing importance of social media have blurred the boundaries of
Concerns about theft in retail have been mounting since the pandemic. What’s behind the shifting dynamics of shrink and how can brands address it? Design is only one element of loss prevention, but it’s a key component. Before we get into how design can help, let’s take a look at how theft in retail stores
How Can Design Help Retailers Reduce Theft? Read More »
Community banks, once the backbone of the U.S. financial sector, are facing an existential crisis. More than 3,800 institutions have disappeared since 2004 due to industry consolidation, digital disruption, and changing consumer expectations. With competition from national banks, credit unions, and online-only financial institutions intensifying, community banks must rethink their role and redefine what it
The Future of Community Banking: Consumer’s Perspectives on Saving Community Banking Read More »
The casual dining and fast casual restaurant industries have faced significant challenges, with many well-known brands struggling or closing locations. Reports highlight an industry in decline, citing closures and bankruptcies of chains such as Red Lobster, TGI Fridays, and Denny’s. However, not all chains are experiencing downturns—brands like Chick-fil-A, Texas Roadhouse, and Outback Steakhouse continue
The State of Casual Dining and Fast Casual Chains: Customer Loyalty and Brand Promise Read More »
The Decline of Customer Service According to Forrester’s CI Index, customer service is the worst it’s been since they first started collecting data in 2016. Other reports from Cavell, Customer Contact Week Digital and the National Rage Survey confirm the findings: around half of consumers feel service has gotten worse in the past few years.
How To Turn Around Poor Customer Service In Retail Read More »
In this captivating episode, venture into the realm of personal growth and professional development with host Stacey Chillemi and guest Jean-Pierre Lacroix from SLD Inc. Explore the art of making profound shifts in both personal and professional life, unveiling invaluable strategies and practical tips that will empower and inspire you to confidently maneuver life’s twists
Want a Life of Freedom? Here’s the Big Shift You Need! Read More »
The State of Open Banking As we enter the next decade, Open Banking will accelerate from the regulatory to the implementation stages in North America. Look no further than Europe for positive clues of the impact on consumer banking with now more than 63 million Open Banking users led by the UK, followed by Germany,
Exploring Open Banking Branch Experience Opportunities Read More »
“Predicting the future” is not as daunting as it might sound. If you’re paying attention, the future is already here. For the past ten years, we’ve shared potential future scenarios brands and marketers should note as they consider new initiatives. Many of these potential futures have become reality: for example, in 2018 we explored a
Think Ahead for 2025: What Undercurrents Beyond Trends Brands Need to Know Read More »
The road to 2025 is marked by shifting priorities and expectations. As consumers redefine their values in response to economic pressures and cultural changes, brands will need to prove their relevance by delivering meaningful, personalized experiences that go beyond traditional offerings. Our 2025 Trends Report explores four pivotal themes shaping the upcoming year: the increasing
2025 SLD Trends Report Read More »
The Cash in the USA conference, held on October 22nd in Nashville, explored cash’s current and future role in retail banking. The conference was well attended, and presenters reflected the diversity of the industry sectors that manage cash within the banking industry. SLD shared insights on how cash and its management are no longer a
Future Of Cash in Retail Banking: Notes From Cash in USA Conference October 2024 Read More »
Technology as part of the customer experience is everywhere. That isn’t always a good thing. Although there are many ways in which automation and digital experiences have enhanced, expanded, and sped up service, not every touch point is ideally served through tech. In this blog we’ll explore key aspects of the customer experience where a
What Not To Automate: A retailer’s guide to smarter service experiences Read More »
Exterior signage is your brand’s calling card to the world. It’s a simple element with a massive impact, a visual cue that tells people who you are, what you stand for, and what they can expect inside. In this blog, we dive into why exterior signage matters and how it works. A-Pillar of Brand Identity
The Impact of Exterior Signage on Customer Connection Read More »
At the 2024 Networld Media Group Banking Customer Experience Summit in Charlotte, experts gathered to discuss how AI, sustainability, and evolving consumer behaviors are reshaping the customer journey across industries. From retail banking to tech-driven customer experiences, the summit highlighted the importance of aligning business strategies with customer needs in today’s digital age. Sustainability and
Elevating The Banking Customer Experience: Notes from the 2024 ICX/BCX Summit Read More »
Dentistry is one of the most aesthetic of the medical professions, so it’s no surprise they lead the way when it comes to clinic design. Modern dental practices have moved away from the sterile, often tired-looking office spaces towards bolder and brighter settings that merge function, hospitality, and style. Ultimately, dentists have proven that interior
How Dentists Are Leading The Way in Healthcare Clinic Design Read More »
No topic has been more buzzy over the last year than advanced AI such as ChatGPT and Dall-E. Apple’s recent announcement of the launch of Apple Intelligence adds another opportunity for marketers to explore how AI could support better customer experiences. Apple’s devices and user experience have always accelerated shifts in customer behaviors – will
Apple AI, Let’s Get Personal Read More »
THINK Digital signage in bank branches has become essential in transforming customer experiences and communication methods. However, there remains a debate in many institutions on the value of investing in digital platforms within the branch. This report confirms the significant impact of digital signage from consumer and banker perspectives, identifying opportunities to improve digital signage
Digital Signage Study: Impact And Insights Read More »
