CU Insight

Mark Wolff – CUNA Communications
(202) 508-6764
mwolff@cuna.coop

Amy Nigrelli – CUNA Marketing
(608) 231-4246
anigrelli@cuna.coop

Madison, WI (July 14, 2012) – Credit Union National Association is proud to announce that all 164 Madison employees have successfully completed the CUNA Creating Member Loyalty™ (CML) service strategies program. This completes a CUNA-wide initiative to commit the entire organization to exceptional service for internal and external customers.

Building on credit unions’ distinctive strength of focus on service, CUNA Creating Member Loyalty™ is designed to guide credit unions toward enhancing their sales and service culture. Through a straightforward process, the program initiates a change in both individual and organizational behavior and cultivates a sales culture that exceeds members’ expectations.

“It’s exciting to be a part of CUNA’s member service chain and provide superior customer service, says CUNA senior vice president of sales and marketing, Terry Costin. “It’s easier to practice when you break components into smaller parts, and practicing the member service skills in a training setting provides an opportunity to focus on how these skills can be incorporated into daily routines.”

As part of their service initiative, CUNA employees are encouraged to recognize coworkers using CML principles well and submit these anecdotes. Those recognized are praised company-wide and rewarded. This is part of an ongoing effort to reinforce the importance of CML service skills.

For more information about CUNA Creating Member Loyalty, visit training.cuna.org/cml.

About CUNA:
With its network of affiliated state credit union leagues, Credit Union National Association (CUNA) serves 90 percent of America’s 7,400 state and federally chartered credit unions, which are owned by more than 95 million consumer members. Credit unions are not-for-profit cooperatives providing affordable financial services to people from all walks of life.  For more information about CUNA, visit www.cuna.org or the CUNAverse blog and follow @CUNAverse on Twitter.  For more information about credit unions, visit www.aSmarterChoice.org and follow @asmarterchoice on Twitter.