Most banks and credit unions provide similar products but it’s the experience that will separate the successful ones from the less successful ones. Every credit union should be continuously monitoring and finding ways to improve their member experience. This could be new products, how employees interact with members or something else.  Our process can help you figure it out.

The first step

We start with our Member Experience Pulse. It gives you an unprecedented 360-degree view of the health of your relationships with your members . It allows you to understand which areas of your member experience are currently optimized and which areas have opportunity. Areas of focus have been isolated as key to driving growth within credit unions to include brand, loyalty, accessibility, products, product resolution and employee relations.

We are unique in the industry because we, simultaneously, conduct our Employee Pulse. Your employees are  key to delivering on the brand promise and understanding what is blocking them from delivering is equally important. Results from both surveys are then analyzed using our proprietary algorithm to understand where key blind spots may exist.

What’s next

Pulse is the first step in a Experience Program. The complete program goes beyond metrics

to include investigating improvement opportunities, finding solutions (innovate) and implementing these solutions to enhance the member experience. It can provide the competitive advantage you need to increase member loyalty, increase member referrals, and increase share of wallet.

 

About

Passionate about customer experience, ABN Partners and Lares Consulting Group are collaborating to bring you this new initiative – making member/employee experience optimization accessible and trackable.

Neal Kreitman | 908.872.9128 | neal@abnpartners.net

Mira Lares |443.800.4943 | mira@larescg.com