Credit Unions: Are You Playing Games?

by. Sean McDonald

One of my favorite business books is called “Customer Satisfaction Is Worthless. Customer Loyalty Is Priceless,” by Jeffrey Gitomer.  While I am personally thrilled that Gitomer wrote an entire book on this premise, I think he could have just wrote that one sentence and then taken a vacation and the message would have been just as powerful.

In today’s marketplace, credit unions should be focused on creating more loyalty from both their members and employees.  Why?  Because let’s face it – satisfaction is fleeting and short-lived.  Loyalty involves a commitment, trust, a willingness to follow, and the fortitude to stick with an organization even through the rough patches.

One way that companies (including credit unions) are creating loyalty and engaging their customers (members) is gamification.  Essentially, they are appealing to an individual’s playful side.  By letting people have fun, they are creating memorable and educational experiences for the “players.”  Oh how I miss the days of playing Atari and the original Nintendo.  You know…playing Atari Basketball which consisted of two stick figures bouncing a ball back and forth.  And Nintendo players can never forget trying their hardest to keep Mario and Luigi out of trouble!  Well, gaming has come a LONG way since the days of actual joysticks and every time my kids or my nieces and nephews try to get me to play a game these days, I just feel REALLY old.

But I digress….

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