MADISON, Wis. (12/3/15)--CUNA released a case study this week that demonstrates the positive effects of its Creating Member Loyalty (CML) program, a training program that helps credit unions strengthen their sales and service cultures.
The case study, called “Enhancing service excellence during a core conversion,” illustrates how Randolph-Brooks FCU, San Antonio, leveraged the program to maintain its high-quality service and sales growth during a transition to a new core system.
Not only did the credit union maintain high-quality service, however, but by implementing CML, the credit union improved its member engagement practices, which led to measurable results.
After implementing the CML program, Randolph-Brooks found that:
“We’ve selected CUNA Creating Member Loyalty for our training because it works,” said James Santos, Randolph-Brooks vice president of operations support. “Each person has a defined role within the culture, and it is an awesome sales and service culture to work with.”