Season 1 Episode 1: In this episode we chat about what retail bankers can learn from Delta's 360 Program, an invitation only program that sometimes branches out to those in their medallion tiers through their Surprise and Delight Program: an unexpected ride in a Porsche between particularly tight connecting flights. Nate and Marc unpack how the principles of "surprise and delight" are a powerful tool used by B2C retailers - something that financial institutions can use when constructing branch choreography to be proactive and create memorable experiences for their customers or members.   Show Notes:  : https://www.pointhacks.com.au/skymiles/delta-360/https://medium.com/@Glennengler/the-power-of-surprise-delight-348e8eafd413 Image: Nate and Bryn on tarmacTranscript - link About the Host: Nate Baldasaro: Walk into his office and Nate is often listening to a combination of Skillet, Switchfoot, and Need to Breathe. Accompanied by his many journals, Nate is constantly brainstorming. Even at his favorite vacation spot in Captiva, Florida, he is writing down new ideas, oftentimes with the help of his wife, Lisa, and daughter, Bryn. After Bridgton Academy, Nate graduated from the University of New Hampshire into a career observing and spanning multiple industries. Nate uses his experience in sales and communications to find innovative and creative retail and technologically based solutions for the variety of institutions serviced by The Element Group. Nate is especially proud of the way Element has pulled together through the years to support its employees through thick and thin. Nate’s “element” is focused on forward thinking and engagement with a company’s strengths; evidence of his days as a college athlete seen in the sports analogy found in his favorite quote. "A good player works hard to win the game that everyone else is playing. A great player creates a new game that favors their strengths and avoids theirweaknesses" — James Clear--- About the Guest: Marc Healy: Greeted by the team as “Mr. HEALY!,” with all suitable pomp, Marc is known to be a positive force of nature in the office. After graduating from Western Washington University with a degree in Business and a concentration in Finance, Marc proceeded to leap right into leadership positions. Marc applies his 30 years experience in banking operations and retail management to help our clients deliver the best branch experience. While he loves going to the SouthCaribbean on a cruise ship, Marc loves creating and encouraging teamwork. This is his “element:” being involved with a group of individuals that are focused in on one goal, learn from each other, and have the drive and passion needed for maximum productivity and ultimately, success. "Tell me and I forget. Teach me and I remember. Involve me and I learn." — Benjamin Franklin ---About the Element Group:  does your physical space help attract, delight, and retain customers?We partner with financial institutions like yours to design, build, and remodel facilities for the digital age, develop brand identities, select markets and sites, and implement messaging and merchandising strategies across your network. The results? Enhanced customer and member loyalty, more efficient operations, and increased profitability.Together with our financial partners we collaborate and strategize how to achieve the personal needs of community banks and credit unions. Our team approach ensures a seamless process allowing you to best serve your employees, customers, members, and local communities.From cutting-edge graphic and digital design to intentional architectural environments, we pride ourselves on delivering full solutions, nationwide. https://www.everybitmatters.com/ 

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