Empathy is the bedrock of why credit unions and community banks serve consumers. You understand people and provide them with opportunities not every financial institution offers.
But do you know what members or customers experience at your credit union or community bank? Truly? Oftentimes…the answer is no.
An unclear member experience means you have unremarkable bank or credit union journey mapping. So, let’s walk a mile in the consumer’s shoes and discover how to make a journey map that wows people.
The journey begins…
Just like a normal trip, your bank or credit union journey mapping has a beginning. And you start as you mean to go on (especially in the consumer’s mind). A positive first impression leads 72% of people to tell others about you, while unhappy campers typically tell nine to 15 people about their impressions.
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