Just about every credit union on planet Earth want to gain and retain more members -- a.k.a. increase your marketshare. Well, the folks at Filene, who seem to be in mix with just about everything "credit union" these days have a unique program called Member Journey. This in-depth program, grounded in research and created in response to credit union need, evaluates and improves the member journey and focuses on ease of use.
It's all based around this premise addressed in the Harvard Business Review: "How much effort did you personally have to put forth to handle your request?"
So we invited Filene's Cynthia Campbell and MemberXP's Constance Anderson for a deeper dive on how this program works and how it benefits credit unions looking to increase their marketshare and keep those consumers for the long-term. It answers these questions many CUs need to know:
Do you fully understand your member experience today?
How hard is it to obtain a new membership, a new account, a new loan, or resolve an issue with your credit union?
Check it out and let us know what you think.
Mike Lawson, Host
Married to a beautiful and wonderful wife, raising 5 kiddos (including twins!), enjoy helping others tell their stories, and love surfing SoCal waves. Keep it simple.