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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 […]
cuw in Article
Is the “Likert Scale” the Key to Measuring Member Sentiment?
What is the Likert Scale? Have you ever had a hospital ask how satisfied you were with your recent visit? What about a department store asking how much you “agree with the following statement”? If so, then you have already had some experience using the Likert scale. This scale is commonly used for measuring the […]
cuw in How-to Guide
Inbox or Mailbox: Where Should You Survey Your Members?
In this series of posts, we will explore the idea of using member surveys to improve service. Being based in the Credit Union industry, we’ll be looking at the topic from the perspective of Credit Unions who want to create their own survey. In other words, how to use a DIY approach. The last “W” […]
cuw in Article
Are You Still Mailing Your Member Surveys?
When I first started at the Credit Union (last century), member survey time was a big deal every year. Ah, those were exciting times: focus groups, phone calls, mass mailings, all to get the responses needed to understand how our members felt about the products and services they were receiving from us. Times have changed […]
cuw in How-to Guide
The Truth about “One Question” Metrics: What Does a Good Survey Ask?
In this series of posts, we will explore the idea of using member surveys to improve service. Being based in the Credit Union industry, we’ll be looking at the topic from the perspective of Credit Unions who want to create their own survey. In other words, how to use a DIY approach. What Should I […]
cuw in How-to Guide
The Perfect Time to Send a Survey Invitation
In this series of posts, we will explore the idea of using member surveys to improve service. Being based in the Credit Union industry, we’ll be looking at the topic from the perspective of Credit Unions who want to create their own survey. In other words, how to use a DIY approach. Read the full […]
cuw in How-to Guide
How Much Feedback is Enough? Deciding Who to Survey
In this series of posts, we will explore the idea of using member surveys to improve service. Being based in the Credit Union industry, we’ll be looking at the topic from the perspective of Credit Unions who want to create their own survey. In other words, how to use a DIY approach. We’ll be covering […]
cuw in How-to Guide
Why Should I Create a Member Survey? The Easy Answer is…
In this series of posts, we will explore the idea of using member surveys to improve service. Being based in the Credit Union industry, we’ll be looking at the topic from the perspective of Credit Unions who want to create their own survey. In other words, how to use a DIY approach. Read the full […]