Facility Solutions: CX + SX = PX

A thoughtfully crafted staff experience plus a well-designed member experience equals a productive experience for everyone.

Customer service (or customer experience) engineering has become a core principle in the evolving design and operation of branches and remote delivery for most credit unions. Today, senior staff often includes CX managers with significant influence over all aspects of credit union planning, products and services, branch and virtual delivery, policies and procedures, staffing and staff training, and branch design.

One of the most effective tools used to create high performance CX strategies and modes of operation is customer experience mapping. Mark Weber, CEO and chairman of CUES Supplier member Strum, Seattle, a marketing agency that works within the financial services industry, explains the process:

“Our customer experience mapping work with huge credit unions like Vancity in Canada ($18 billion, Vancouver, British Columbia), and BECU in Washington ($19 billion, Tukwila), has found substantive changes to your model require a highly collaborative team … engaged in redefining banking. The collaborative processes we employ engineer every detail of your member experience, HR, operations, IT systems, investments, lending, mobile and technology … together with member onboarding to drive enhanced member experiences, higher profitability and to simplify banking at every step.”

 

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