Do your members have issues with your credit union? Have you given them a good reason to not trust you? If you’re having trouble creating member loyalty, here are a few reasons your members may be struggling to give you more business…
Your employees are awful: Some people were born to work with the public. While all of your employees won’t be perfect, you should aim to hire employees who not only enjoy working with members, but also enjoy helping them solve their problems. Don’t let a bad egg ruin your omelet.
Not-so-social media: You probably have a presence on a number of social media platforms. Honestly, you’re probably on too many social platforms to keep up with them all. Spend some time reviewing your social pages and make sure you’re responding to comments and questions in a timely and effective manner. Also, figure out if there are certain platforms that aren’t effective and cut those out. Social media is a big deal to consumers these days and it should be a big deal to you.
You’ve got nothing more to offer: If your members aren’t getting the products and services they need, then there’s no wonder that their loyalty isn’t rock solid. Listen to your members and give them the things they need. Show them how you can help instead of just taking their direct deposits.
Update your technology: As Boomers and Gen Xers are getting older, Millennials and Gen Z are starting to make money moves. Millennials are beginning to buy houses, have families, buy minivans and realize the need for life insurance. And Gen Z . . . they’re right behind them. These demographics are very tech-savvy, so don’t just have a mobile app, have an outstanding mobile app. These younger generations enjoy being able to do the vast majority of their banking with their smartphone and if you’re not providing them this luxury, you’re going to get left in the dust.