We all know mobile banking is cool. But today's credit unions have to balance the new solutions that attract new members with the more traditional services to maintain their established members. The pendulum, however, is swinging toward mobile. So I invitedTMG's Brian Day on the program to explain what's going on here because he authored a thought-provoking white paper on this very topic: Self Service is Customer Service. He believes members today are looking for a little less conversation and a lot more action when it comes to their more mundane tasks like deposits, transfers, etc. But the intriguing thing is that the better service members receive with these day-to-day tasks encourages them to come in to the branch for the bigger financial decisions like auto and home loans -- no matter the age. Very compelling conversation with Brian on how these new and traditional services complement each other. Enjoy the program!
How have your new online services complemented your traditional services? Or have they?
1. You just wrote an intriguing white paper entitled: "Self Service is Customer Service". What do you mean by that title?
2. How does mobile banking help a credit union follow a member's need?
3. Do you think it's a good thing that members today want a little less conversation and lot more action? Why?
4. You list the top 5 mobile activities in your white paper. What are they?
5. What is your "Mobile Banking Triple play"?
6. Can you explain how mobile banking is a major cost saver for credit unions?
7. To wrap up: Do you think credit unions are juggling two audiences today: one for person-to-person service and one for digital service?
The Members Group
White paper: Self Service as Customer Service
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.