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…
We love helping credit unions understand their members (and thus, their organization) better. To further this mission, we’ve partnered with Senso AI. (more…)
In a nutshell: Survey responses are data. How you interpret that data is the analysis. The easiest way to begin that analysis is by sorting survey responses into “buckets.” (more…)
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…
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…
The credit union member experience used to surpass that of other financial institutions. But as banking practices grow increasingly digital, can credit unions keep up? (more…)
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…
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…
Member satisfaction surveys can be really misleading if you do them wrong. There are countless reasons why you might get inaccurate or biased results: You ask the wrong question You ask the wrong people You send surveys at the wrong…