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 of Quick Wins:
- Simplify Communications: Review and update member-facing communications for language simplicity.
- Clean Up Website: Remove outdated documents from your external website.
- Refresh Marketing Materials: Inventory and recycle old marketing and branding collateral at branches.
- Update Reports: Give Member Experience reports a fresh look or a new way to present data and insights.
How to Identify Quick Wins:
- Survey Data: Use feedback from member surveys to pinpoint areas needing quick fixes.
- Employee Input: Collect ideas from employees who are aware of potential improvements.
Implementing Quick Wins:
- Act Promptly: Address the identified Quick Wins within 1-3 weeks.
- Communicate Changes: Inform the organization about the improvements made. Keeping open lines of communication is crucial for both small fixes and major improvements.
- Ongoing Effort: Make Quick Wins an ongoing effort. Provide a way for employees to contribute ideas continuously and recognize those who help identify or fix issues.
Pro Tip: Involve employees in the process of identifying and fixing Quick Wins and acknowledge their contributions. This fosters a collaborative environment and ensures continuous improvement in Member Experience.
