Member experience. Are you delivering on your brand promise?
Published by: Jose Ortiz
June 3, 2021 | Marketing
Twenty-six percent of consumers ages 18 to 29 use online word-of-mouth, and another 45 percent use face-to-face discussions to choose financial products. The expectation is that every member interaction will be consistently flawless, surprisingly easy, and extraordinarily engaging. One bad experience can have a ripple effect while making a great impression leads to repeat business and growth. And what you do when things don’t go right and how fast you do it could mean the difference between losing an account and gaining a lifelong promotor.
That’s where Member XP comes in, with the single, laser-focused purpose of helping credit unions deliver on their brand promise.
Capture member feedback and gain insights
Customize your voice of member program by capturing member input through every online and offline channel and every member journey. Is your mobile app intuitive? How does your teller experience compare between branches? Is there a silent but deadly friction point in your loan closing process?
MemberXP allows your credit union to research experiences on a member-by-member basis or drill deep into the trends. View your results by delivery channel, experience type, member demographics, region, branch team, and individual employee. Enhance accountability by scoring each step of your multi-touch processes, including loan origination, processing, and closing.
Compare your scores to those of your peers for a more comprehensive look at the areas you need to improve. With millions of member feedback data points from hundreds of credit unions of all asset sizes, MemberXP offers the most advanced peer scoring model in the market.
Take Action and elevate member experience at your credit union
Transform your credit union’s member experience by turning insight into ROI. Use built-in coaching tools to reward team members who exemplify brand standards and create action plans for underperformers. Build one-click strategic process improvement planning tools for any experience and any delivery channel. Finally, use built-in follow-up emails to inform members of your progress and let them know their voice is heard.
Did you miss the MemberXP webinar last week? Click here to view a recording or contact OCUL Services Corporation Sr. Business Solutions Manager, Jose Ortiz at jortiz@ohiocul.org or 614-581-2905 to learn more.
Contact Jose Ortiz for questions or assistance.
