Filene Chief Impact Officer Tansley Stearns joined us on the program to discuss what exactly a holistic member experience is and how credit unions can keep from falling short in this area. Tansley uses a recent visit she had to a very reputable hotel chain and how they did everything right -- except for one thing, which made them fall short in the customer experience department.
So we connected the dots to credit unions, providing plenty of practical takeaways for credit unions to use in 2018 to enhance their member experience, which, in turn, increases their value. One of those items Tansley addressed was how to successfully journey map the member experience.
On the flip side, we're not perfect by any stretch of the imagination. Tansley provides some solid advice for credit unions that fall short in the member experience area -- and how they can learn from it and become a better organization.
A super timely and important topic, so check it out and let us know your thoughts.
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.