The latest from Andrew Stevens

Dec 14, 2020 - by Andrew Stevens, Quadient

Moments of truth can inspire customer loyalty and retention

We’re all aware of how tech is reshaping the way consumers do business with credit unions and other financial institutions; for instance, applying for loans entirely online or depositing ...

May 22, 2019 - by Andrew Stevens, Quadient

Where’s the money in customer experience?

There isn’t anyone that would disagree that satisfying member demands, delivering consistent and rewarding service and growing profitable member relationships are worthwhile goals. Making your members happy is always ...

May 8, 2019 - by Andrew Stevens, Quadient

Digital transformation, yes, but beware of the digital silo

The way consumers manage their financial lives has changed dramatically over the last 10 years—or since the introduction of smartphones capable of linking directly to credit unions, banks, brokerages ...

Feb 14, 2019 - by Andrew Stevens, Quadient

A waiting game that’s paying off for small credit unions

Recent months have seen an ever-increasing volume of noise relating to the impending destruction of all but the wealthiest credit unions. The source of their imminent demise? Their lack of ...

Dec 27, 2018 - by Andrew Stevens, Quadient

Extend the holiday spirit throughout the year with a data-driven customer experience

It’s the season for sending holiday messages to those you care about. Even though you may not hear from them often through the rest of the year, it’s ...

Oct 26, 2018 - by Andrew Stevens, Quadient

Rely on customer journey mapping when every interaction counts

Generally speaking, a key advantage that credit unions have over traditional banks is that credit unions are more likely to share a less formal and more personal relationship with their ...

Apr 25, 2018 - by Andrew Stevens, Quadient

A winning number: 3 keys to a successful member experience

The news is out that Amazon is going to enter the financial world, either sooner with JPMC as the latest press suggests, or later with someone else or on their ...