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Charlene Foley in How-to Guide, Member Insight
Turn Member Insights into Results
Create a truly member-centric credit union, by ensuring member voices aren't just heard, but acted upon.
Charlene Foley in How-to Guide, Member Insight
Identifying and Implementing Quick Wins in Member Experience
Whether your Member Experience (MX) initiatives began years ago or just recently, identifying “Quick Wins” can provide immediate improvements. Quick Wins are fixes that can be done independently, with minimal technology impact, and typically within 1-3 weeks. These tasks should not significantly impact workloads but can address persistent issues that have not been prioritized. Examples […]
Charlene Foley in Member experience
Assess Your Member Experience Function and Team
Not all Member Experience (MX) Teams are alike. The best thing you can do is ensure yours doesn’t get shaped and matured haphazardly. I have built Member Experience functions and teams from scratch and look forward to working with your credit union should you need help assessing and refining yours. Three main factors influence the […]
Charlene Foley in Member experience
Spring Cleaning Can Also Apply to Your Member Experience Reports… Learn How!
If you’re responsible for crafting ongoing or ad hoc reports for leadership at your Credit Union, it might be time for a “freshen up.” When your audience includes leaders, executives, and/or your board, your objective is to capture: Listening to Members: Start by showcasing how you’ve listened to your members. This typically involves member surveys […]
Charlene Foley in Survey strategy
I Have Survey Data… Now What?
It’s okay to be in this (good) dilemma. If you are new to your role of collecting member feedback or a veteran needing some fresh ideas, relish in the fact that you are sitting on a goldmine. You have data that holds the answers to the actions your company should take on behalf of your […]
Charlene Foley in Survey strategy
Culture Eats Strategy for Breakfast
We’ve all heard this saying before, but I can promise you from first-hand knowledge (a few times over), it is absolutely true. And the best part, as a Member Experience leader in any shape or form that you serve, you have an influential role to play. For my first blog post, I wanted to start […]