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Want to Reduce Member Frustration? Use Net Promoter Score®

As credit unions, we would like to be on top of our game all of the time, but this is probably unrealistic.  While we certainly don’t receive nearly as many complaints as banks, credit unions are not immune to frustrated members.  Whether it’s an overdraft fee, a debit card dispute, or getting turned down for […]

cuw in Article

Why Member Surveys are so Important

How Member Surveys Can Help Increase Customer Satisfaction When your credit union is firing on all cylinders and sales are up, it can seem as though there is little room for improvement at your branches.  However, basing your efforts on how you are doing compared to others isn’t the end-all of accurate measurements, and can […]

cuw in Article

3 Reasons NPS Alone Isn’t Enough

Why Stop at NPS? Ever since Fred Reichheld created the Net Promoter Score® (NPS®) in 2003, the metric for measuring customer loyalty and satisfaction has been widely used by credit unions today.  This metric may be frequently referred to as the “Ultimate Question”, but this doesn’t mean that it should be the ONLY question.  While […]

David Deckelmann in Article

Help Your Promoters Spread the Word

It isn’t that impressive when a credit union toots their own horn, but when others do it, the results can be stunning. Member testimonials and online recommendations are extremely powerful and have the highest effectiveness rating for every type of content marketing. Online reviews have an amazing reliability rating of 89 percent. Use this easy technique to boost your online reputation.

Non-annoyed Member

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4 Great Strategies to Build Member Loyalty

Making your members happy is key to earning their loyalty and keeping them for the long-term.  Creating an organization capable of delivering a quality experience is critical to achieving this objective.  Here are four fundamentals to help you establish repeatable, effective processes that deliver experiences worthy of loyalty: 1. Identifying Moments of Truth While you […]