Do you hear voices?
I’m talking about the voices of your members and your team. Well, do you hear them? If you don’t, you might be making decisions based on other factors, which could negatively impact your member experience.
I spend a lot of time flying Southwest Airlines, and I always look forward to reading the monthly article that CEO Gary Kelly writes. Recently, Kelly spoke excitedly of the airline’s new Boeing 737 MAX 8 planes. He started by talking about his continual commitment to improve reliability and hospitality. With the MAX 8 planes, Kelly says, “The new customer experience is sweet!”
We’re not running an airline, but aren’t we focused on ensuring our member experience is sweet? Sure we are. We’re seeking out and hiring the best and brightest employees. We’re remodeling or building modern branches, adding technology, and incorporating video tellers.
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