Press
Industry Best Practices to Create a Better Auto Lending Experience: June 30th Webinar Event
CHICAGO, IL (June 18, 2015) — Member Loyalty Group, the member experience CUSO, is hosting a complimentary webinar event on June 30th, 2015 at 1:00pm CDT to share insights into the auto lending experience from the member’s perspective. The webinar will feature interactive presentations from Eric Liesener, Loan Sales Manager for BCU and Jake Foreman, Program Manager for Member Loyalty Group.
During the 45-minute webinar event, some of the latest information from Member Loyalty Group’s extensive database, containing over 2 million member responses, will be shared. BCU will discuss their new, focused initiative on developing deeper relationships with members during the auto loan application process.
Participants will learn:
- key drivers of high Net Promoter Scores and overall member satisfaction
- the causes of dissatisfaction
- how demographics affect members’ views on the borrowing experience
- what other credit unions have done to improve the experience
Interested credit unions are encouraged to register today, as space is limited.
For more information about the event or Member Loyalty Group’s Net Promoter program, credit unions should visit www.memberloyaltygroup.com or contact info@memberloyaltygroup.com.
About Member Loyalty Group
Member Loyalty Group is a CUSO formed by leading credit unions in 2008 to develop a common member loyalty benchmark for the credit union industry and is the 2012 winner of NACUSO’s Collaboration & Innovation Award. The CUSO has an exclusive relationship with Satmetrix, the Net Promoter® company, to provide credit unions with the most effective tools for managing a Net Promoter® program to collect and act on member feedback that increases loyalty, growth and retention. Member Loyalty Group serves more than 70 credit unions, many of which are over $1 billion in assets, across the country. For more information visit www.memberloyaltygroup.com
About Net Promoter®
Net Promoter® is both a customer loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Net Promoter® has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. Financial Institutions obtain their Net Promoter Score® by asking customers a simple question on a 0 to 10 rating scale: “How likely is it that you would recommend the organization to a colleague, family member or friend?” Based on their responses, consumers can be categorized into one of three groups: Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter Score®.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.