How do you make your credit union members ecstatic when they are already among the happiest consumers out there? After all, 92% of credit union members surveyed in the 2018 FIS Performance Against Customer Expectations study reported either extreme satisfaction or high satisfaction with their credit union. Only 82% of bank customers reported the same.
If members are so happy, how can you make them happier? It’s possible. Here are four ways to make them truly ecstatic about their credit union experience.
1. Meet Your Members Where They Are
Experts agree that delivering a great customer experience lies in part by meeting members where they are. But what does that mean? In short, it means ensuring your services and employees are available in the channels where members live and work the most.
It also has a deeper significance. Meeting your members where they are means taking a proactive approach to delivering innovative products and services. Rather than wait for the member to reach out, technology allows an optimized credit union to become a hub of member information and recommendation.
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