Over the years of disaster preparedness training -- and actually using it, Redwood was able to fall back on that extensive experience to remain open and serve its members even under the pandemic's most dire circumstances. Brett says it wasn't an issue when the COVID hit because they had already been through extremely tough times in the past. They knew what to do.
In addition, Brett talks about how Redwood really focuses on the member experience. Every touchpoint needs to make the member feel good. The goal here, he explains, is to get the member to love the credit union through these interactions.
Lastly, Brett talks about how the pandemic has obviously changed everything -- especially in the technology department with upping the ante in digital. He says there's no going back to the old ways; it's changed the way we do things forever.
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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.