7 tips to wow your members

Last week I taught at Southwest CUNA Management School. I’ve been on faculty there for more than 10 years, and let me tell you: these students are amazing.

We talked about branding and how credit union employees living a brand involves more than wearing a logo shirt. Students shared examples of ways their credit unions are wowing members—and living their brands—through exceptional member experiences. Here are a few of my favorite stories they shared.

Implement a Random Give Back Program

(Russell High, Tinker FCU, Oklahoma City, OK)

When you’re in the financial industry, it’s hard to wow people more than by making a payment instead of asking for a payment. But that’s exactly what Russ and his team at Tinker FCU do through a unique “give back” program.

Several times a month (yes, a month!) they randomly select different members, push a button in their system and voila! The credit union covers that member’s monthly payment. Members talk to their friends about it (why wouldn’t you tell people if your credit union paid your mortgage for you??), post on social media and even call Tinker to say thank you. Tinker has been doing this program for 10 years now, and my guess is they’ll keep it going many years to come.

 

continue reading »