The global pandemic has touched virtually every aspect of consumers’ lives, prompting them to evaluate which service relationships truly provide value—and which don’t—in their transition to the “new normal.”
Credit unions that deliver an experience that meets the changing needs of members in the age of social distancing will be rewarded with new business and greater loyalty. Those that don’t will struggle to remain competitive.
Shift to Digital—Now
Social distancing has caused many consumers to trade branch visits for digital interactions. Indeed, the digital channel is useful and efficient, but only if it is user-friendly and meets member needs. Members who have a disappointing digital experience may not have the option to visit a branch to get assistance, leaving them feeling frustrated and stuck—and that’s bad news.
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