Adapting member outreach strategies for continued COVID-19 impacts
What matters most is not what you do or say, but how you make members feel.
No two credit union members will experience the economic impact of COVID-19 in exactly the same way. That’s why it’s so important for credit unions to adhere to the principles of segmentation and personalization when planning their approach to pandemic outreach.
In addition to strategizing around individual members, credit unions must also think about the moment. As we travel through the various stages of COVID-19 (from reaction to recovery and, eventually, transformation), member needs will inevitably evolve. Two-way communication enriched by data insights will be critical for credit unions to provide the right outreach to the right members at the right time.
Regardless of your credit union’s current level of analytics maturity, there are basic tenets of business intelligence you can tap into right now for relevant, meaningful assistance to members. Here are just a few ideas:
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