Consumer experience and employee experience? Best practices with Rio Grande Credit Union

We live in a hyper-saturated competitive environment when it comes to financial products and services. Just think about all the other banks, credit unions and non-traditional providers all looking to grab a slice of your consumers’ market and wallet share. One of the strongest ways financial institutions can compete is by establishing a truly unique consumer service experience.

A great example of this comes from Rio Grande Credit Union (Albuquerque, NM; $316 million assets; 30,000 members). Looking to create a truly differentiated and memorable member service experience, they first decided to invest in their overall employee experience. As it turns out, employee experience and member experience are directly related.

“What we’ve discovered is that our Employee Engagement survey (done in April) is predictive of our Annual Member Satisfaction survey (conducted in August),” shared Bill Daily, VP of Marketing and Member Experience. “We’ve made the local ‘Best Places to Work’ the past two years in a row. Our 2016 member satisfaction survey generated the highest score in the 15 years we’ve been tracking it.”

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