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David Deckelmann in Article, How-to Guide
Don’t Let Detractors Get You Down
Immediate follow-up and attempted resolution is also a powerful way to reduce negative word of mouth. In the old days, when a member was upset they would pick up the phone and call your contact center. Now, the member picks up their smartphone to angrily inform to their 432 Facebook friends how terrible their Credit Union is! Keep your Facebook profile clean by following up to negative survey responses immediately.
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.
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.
David Deckelmann in How-to Guide
Designing Your NPS Survey: Keep it Simple
Getting started with NPS is probably easier than you think. The most basic NPS survey is only two questions long. That's it. You can add more-- but you don't have to. Especially at first. There is power in its simplicity.
David Deckelmann in How-to Guide
Introduction: Your 2018 Member Experience Playbook
Thanks to cloud technology, NPS is finally accessible to small and medium-sized credit unions as well. CU's have always known how to "connect" but struggled to effectively manage the frequency and quality of these connections.
David Deckelmann in Article, How-to Guide
LiveSurvey Feature Highlight: Question Alerts
Each week, I try to share helpful information about surveys or survey methodolgy in general each week, but this week I'm doing something a little different. This week’s blog highlights a key feature of LiveSurvey, Question Alerts, and discusses the primary issue it was designed to solve. We created question alerts so our clients never again miss an opportunity to rescue a member relationship.
David Deckelmann in Article, How-to Guide
The Big Mistake Credit Unions Make on Net Promoter Score®
The net promoter score methodology is probably the most widely used survey metric in the United States. But most credit unions who are using it are doing it wrong, and the result of an improperly deployed NPS program can be damaging to the bottom line.
David Deckelmann in Article
Ride Member Loyalty to Increase Profits
Understanding your member loyalty will help you predict which members are ready for new offers from you. Even more critical is knowing which members are at risk of defecting, and what steps you need to take to prevent it.