Ubiquity and commodification breed an indifferent public unimpressed by banking products and services. The new field of competition--the tools needed to stand out and above your rivals-- is "experience strategy." Attached is an executive summary of Animation Systems, the theory, practice and process of benchmark NPS and MES performance. If you are unable to see the speaker notes, please contact me directly.

1. Animation Systems™
The School of Competitive
Advantage
Executive Overview

2. Dimensions of Value Creation
• 1. Economic
• 2. Functional
• 3. Experiential

3. The Complete Package
• CES—proxy for reduced operational friction
• NPS—proxy for emotionally connective friction

4. CES keeps us on the Productivity Frontier

5. NPS focuses us on emotional connections

6. • Deeply held belief
about how something
works
• Operates in
commodity markets
• Reinforced by
routines/technology
• Hinders success of
alternative orgs
What is a “mental model”?

7. What drives industry-leading NPS scores?
• Compelling differences
• Routines interrupted by “strategic friction”
• Staff consciously creating emotional connections

8. Client Impact—Multiple Dimensions
• MAPS Credit Union
– Staff comfort w/ “brand”—56% to 90%
– Staff confidence in org effectiveness—45% to 77%
– Auto Loan Goal—6.3 million: Result 11.7
• InRoads / St. Helens Credit Union
– Auto Loan Campaigns—1.7 to 7.1 million
• Clearview Federal Credit Union, Pittsburgh
– NPS hits 90 / 87 annual
– MES at 4.8

9. Iterate &
Repeat
Evaluate
Apply
Create
Understand