Decoding the ‘member experience’
Processes, places, and people influence your members' exposure.
You’ve most likely heard about the “member experience.”
It sounds like a nebulous concept that is someone else’s responsibility. After all, how can one person control the whole member experience for your credit union?
Who’s responsible for the member experience, anyway? Isn’t it the CEO? Or the branch manager?
But when you think about it, the member experience belongs to all of us.
First, let’s define what we’re talking about when we say the “member experience.” It’s how your members interact with the credit union via every touch point: your branches, call center, website, or mobile app.
That’s a big world to tackle. And some credit unions believe the member experience comes from people alone.
The full member experience involves three distinct elements:
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