Umpqua Holdings's Customers Performance

Retail Store Concept. As a financial services provider, we believe that the physical environment plays a critical role both in creating awareness for the Company and in successfully selling products and services. Like retailers, who display merchandise in their stores to encourage customers to purchase their products, Umpqua Bank believes this same concept can be applied to financial institutions. As a result, weve designed our physical locations to display financial services and products in ways that are highly tactile and engaging. Unlike many financial institutions, we encourage all in our communities to visit our stores, where they are greeted by well-trained sales associates and encouraged to browse and to make "impulse purchases." Our "Next Generation" store model includes features like free wireless, free use of laptop computers, open rooms with refrigerated beverages and innovative product packaging. The stores host a variety of after-hours events, from poetry readings and yoga classes to movie nights and seminars on how to build an art collection. To bring financial services to our customers in a cost-effective way, we introduced "Neighborhood Stores." We build these stores in established neighborhoods and design them to be neighborhood hubs. These stand-alone, full-service stores are smaller and emphasize advanced technology. To strengthen brand recognition, all Neighborhood Stores are similar in appearance. In 2013, Umpqua Bank launched our flagship store in San Francisco which received international recognition as the Retail Design Institutes 2013 Store of the Year award, the first time in the organizations history that a financial services institution received the award.

Service Culture. We believe strongly that if we lead with a service culture, we will have more opportunity to sell our products and services and to create deeper customer relationships across all divisions, from retail to mortgage and commercial. Although a successful marketing program will attract customers to visit, a highly tuned service environment and well-trained sales team are critical to selling products and services. Umpquas service culture has become well established throughout the organization due to a clear focus and ongoing training of our associates on all aspects of sales and service. We provide training at our in-house training facility, known as "The Worlds Greatest Bank University," to recognize and celebrate exceptional service, and pay commissions for the sale of the Banks products and services. This service culture has become iconic in our industry, and is a key element in our ability to attract both talented associates and loyal customers.

Retail Store Concept. As a financial services provider, we believe that the physical environment plays a critical role both in creating awareness for the Company and in successfully selling products and services. Like retailers, who display merchandise in their stores to encourage customers to purchase their products, Umpqua Bank believes this same concept can be applied to financial institutions. As a result, weve designed our physical locations to display financial services and products in ways that are highly tactile and engaging. Unlike many financial institutions, we encourage all in our communities to visit our stores, where they are greeted by well-trained sales associates and encouraged to browse and to make "impulse purchases." Our "Next Generation" store model includes features like free wireless, free use of laptop computers, open rooms with refrigerated beverages and innovative product packaging. The stores host a variety of after-hours events, from poetry readings and yoga classes to movie nights and seminars on how to build an art collection. To bring financial services to our customers in a cost-effective way, we introduced "Neighborhood Stores." We build these stores in established neighborhoods and design them to be neighborhood hubs. These stand-alone, full-service stores are smaller and emphasize advanced technology. To strengthen brand recognition, all Neighborhood Stores are similar in appearance. In 2013, Umpqua Bank launched our flagship store in San Francisco which received international recognition as the Retail Design Institutes 2013 Store of the Year award, the first time in the organizations history that a financial services institution received the award.

Service Culture. We believe strongly that if we lead with a service culture, we will have more opportunity to sell our products and services and to create deeper customer relationships across all divisions, from retail to mortgage and commercial. Although a successful marketing program will attract customers to visit, a highly tuned service environment and well-trained sales team are critical to selling products and services. Umpquas service culture has become well established throughout the organization due to a clear focus and ongoing training of our associates on all aspects of sales and service. We provide training at our in-house training facility, known as "The Worlds Greatest Bank University," to recognize and celebrate exceptional service, and pay commissions for the sale of the Banks products and services. This service culture has become iconic in our industry, and is a key element in our ability to attract both talented associates and loyal customers.