20/20 Foresight for M&A Communications Planning

During a merger, the glaringly obvious considerations include combining systems, core processing and policies. Yet bank leaders must also invest in the vital marketing, advertising and communications that keep customers and employees happy and loyal. Here’s a five-step approach to ensuring customers and employees see you in your best light during a merger.
Communicate from the inside out.
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What's happening in your bank lobby? Make the waiting game pay.

I was recently in a bank lobby waiting for a teller because my online banking app wasn’t working. Two bankers were doing their best to serve the people in front of them who needed lengthy transactions… while I and another customer waited. And waited.
While this bank’s lobby was neat and clean, there was only one promotional poster to be seen anywhere. There was nothing else in the lobby for us to look at. So of course, we both reached for our phones to pass the time. This was a huge missed opportunity. This bank’s captive audience had nothing to do but look at their phones.
Here’s what they could have done instead.
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