The 8 essentials of member experience

Listening to your members and acting on their feedback is the best way to show you care.

Credit unions know that focusing on member experience is an essential element of growth. But in the rapidly evolving financial services industry, developing a unified member experience strategy can be a challenge.

Member experience programs must be carefully designed to ensure that credit unions are hearing and taking care of members. A unified member experience needs a clear, compelling, persuasive vision. To help start the process, I have compiled a list of the eight essentials of credit union member experience. These are based on conversations with numerous CU professionals who agree that delighting customers is the key to success.

1. Challenge the status quo. Just because things are done a certain way doesn’t mean that is the best way forward. Every once in a while, take a step back and contemplate why processes or policies are shaped the way they are. See if there is a path to make things more efficient for your members.


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