LiveSurvey Blog

David Deckelmann in Article

More Member Complaints = Better Service?

Bill Gates is quoted as saying “Your most unhappy customers are your greatest source of learning”.  In other words, member complaints are like gold to a credit union.  As Credit Unions, we love our members, and they love us– we’re proud of that fact.  But the reality is that this love-fest doesn’t help us improve […]

David Deckelmann in Article

Stop Trying to Delight Your Members

Most people know the story about the Nordstrom employee who let a customer return a set of snow tires despite the fact that the store never carried them. Or the one about the Zappos employee who spent six hours on the phone with a customer, just to keep him company. These stories are nice, but […]