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David Deckelmann in Article, How-to Guide
Focus on Transactions to Build Better Relationships
Every interaction has an impact on the relationship. But service transactions are more influential than branding or environmental touchpoints. And, as we've discussed before, service interactions are far more likely to drive disloyalty than loyalty. So if you’re not running transaction-level surveys, there's a hole in your bucket.
cuw in Uncategorized
One Survey Doesn’t Tell the Whole Story
A good transactional survey score doesn't tell you if your *overall relationship* is in trouble. Understanding your relationship status will impact how you handle future interactions. That's the logic behind a Relationship Survey.
David Deckelmann in Article, How-to Guide
NPS Step-by-Step: How to Get Beyond the Numbers
It's important to recognize that the effort to measure and understand the member experience is not an expense, but rather it's an investment in creating more profitable members. A better Mx will create happier members which can have a big impact on your bottom line.
David Deckelmann in Article
Is Your Credit Union Truly Member-Centric?
It’s clear that the member experience is more important than ever. To win the hearts (and wallets) of tomorrow’s members, Credit unions need to become even more focused on being member-centric organizations.
cuw in Article
Do You Know How Well Your Employees Performed Yesterday?
Getting Feedback About Member Experience is Critical to CU Success If you don’t know how your staff served members yesterday, it may be a sign that you should rethink how your credit union tracks, measures, and analyzes its performance. Credit union managers often focus on their marketing efforts to attract those who are leaving banks […]