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A 2018 a global survey by Forrester Consulting identified “customer retention/loyalty” and “customer experience” as the top two business priorities for global companies across eight industries. “Grow revenue” came in at No. 3.
Of the industries surveyed by Forrester, financial services firms ranked highest in customer experience maturity. Retail banks and credit unions were among the first to jump on the customer experience bandwagon, and the pieces in this Callahan Collection showcase the different ways credit unions are tackling the topic.
Three credit unions offer five ways to approach member experience and build successful programs.
Friction happens, but credit unions are taking steps to improve the member experience across branches, call centers, digital banking, and more.
An automated credit card approval process at the Oklahoma cooperative makes it easy to deepen the member relationship.
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Stacy Armijo works across her enterprise and the community to amplify member service and brand awareness.
Members compare their credit union experience against all other service providers, and anything but a seamless experience can have a dramatic impact on the relationship.
Laura Hansen’s role at Rogue Credit Union creates happy members and supports the staff that keep them that way.
The new member advocacy team at Georgia’s Own advocates for the member experience across technology, sales and services, and more.
Clearview FCU has launched an enterprise-wide strategy to engage and delight members.
TwinStar Credit Union's Imagination Lab studies processes and reduces friction for members and employees.
In the increasingly competitive world of consumer experience, delivering a good member experience isn’t good enough. At Orange County's Credit Union, the entire organization aligns to ease pain points.