How can credit unions dominate in member experience?
By Theresa Witham
What is the most critical driver of member experience? Michael Neill, our guest on the CUES Podcast Episode 21, says it is ease of getting service.
Make it simple for your members to get service from your credit union, says Neill, who is a CUES strategic partner and president/founder of Michael Neill & Associates, Inc.
But sometimes simple is hard.
Are your procedures and process set up for how you want to input the data or take an application in order to make it easier for the CU and employees? Or is the member at the center of your processes? Neill uses the example of a new patient at a doctor office. He needs to fill out five forms, with repeated information on each form, such as date of birth and social security number. Likely each form needs to go to five different people for input. Compare that to a system where the patient can provide the information online and ahead of time—once. Much simpler!
How does your credit union create an outstanding member experience? Listen to more from Neill in our latest episode of the CUES Podcast.
Theresa Witham is CUES’ managing editor/publisher.
Read about applying these ideas specifically to member onboarding in “The Long Hello” from the May issue of Credit Union Management magazine.