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June 10, 2016 / September 26, 2016 by cuw | Leave a Comment
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 […]
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May 23, 2016 / May 23, 2016 by cuw | Leave a Comment
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 […]
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May 17, 2016 / May 17, 2016 by David Deckelmann | Leave a Comment
Experimenting with a blend of [Member Effort Score and NPS] can help you improve your services and give you a better picture of your member’s loyalty to your credit union.
Article How-to Guide
April 26, 2016 by David Deckelmann | Leave a Comment
Is it time for an NPS Tune-up? Implementing NPS is easy. Implementing it effectively is not. If you’re thinking about pursuing an NPS strategy at your Credit Union, or even if you already have, here are some common mistakes to avoid, and some great tips to help fine-tune your approach: Common Mistakes Mistake #1: Too […]
April 18, 2016 by David Deckelmann | Leave a Comment
Surveying your members is all about improving your business. While there are many different methods and approaches to go about collecting feedback, for help in navigating day-to-day obstacles, nothing beats transactional surveys. It doesn’t really matter what methods you are using to measure by. Using transactional data to generate surveys to members immediately after an […]
April 12, 2016 / April 18, 2016 by David Deckelmann | Leave a Comment
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 […]
March 22, 2016 / April 18, 2016 by David Deckelmann | Leave a Comment
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 […]
How-to Guide
March 14, 2016 / January 15, 2021 by cuw | Leave a Comment
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” […]
March 1, 2016 / March 22, 2016 by cuw | Leave a Comment
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 […]
