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David Deckelmann in Article, How-to Guide

Focus on Transactions to Build Better Relationships

Every interaction has an impact on the relationship. But service transactions are more influential than branding or environmental touchpoints. And, as we've discussed before, service interactions are far more likely to drive disloyalty than loyalty. So if you’re not running transaction-level surveys, there's a hole in your bucket.

cuw in Article

Do You Know How Well Your Employees Performed Yesterday?

Getting Feedback About Member Experience is Critical to CU Success If you don’t know how your staff served members yesterday, it may be a sign that you should rethink how your credit union tracks, measures, and analyzes its performance.  Credit union managers often focus on their marketing efforts to attract those who are leaving banks […]

David Deckelmann in Article

Ride Member Loyalty to Increase Profits

Understanding your member loyalty will help you predict which members are ready for new offers from you. Even more critical is knowing which members are at risk of defecting, and what steps you need to take to prevent it.

credit union member insight

David Deckelmann in Article

Move Over, NPS, There’s a New Metric in Town

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.