As experts in customer experience best practices, Media Logic was tapped by Schwab as it looked to open two flagship branch locations in Manhattan. As part of a multi-agency, year- long set of initiatives, Schwab kicked-off by taking a look at the environment, its existing NYC spaces and other retail settings, including who was best in class and why. To that end, we conducted a thorough audit and analysis of the entire landscape in which Schwab operates.
Our methodology established key dimensions and measures that were evaluated personally by the agency’s field team, such as the use of window displays, the physical layout, how the brand was translated to physical plant, use of technology to service and provide information, merchandising and messaging, as well as the critical human dimension – how are customers and prospects greeted? are staff approachable and knowledgeable? — amenities, meeting space and individual workspace. Our observations and findings – documented with digital images – led to key actionable insights enhanced by Media Logic’s expertise in both retail and financial services marketing.
Both flagship branch locations – Grand Central and Rockefeller Center – are now fully operational and successfully embody the brand. Take a virtual tour of the newest Schwab flagship branches at http://bit.ly/rR8NHo.