MADISON, Wis. (11/21/14)--A new white paper from the Filene Research Institute describes how credit unions can optimize their delivery channels to enhance member satisfaction.
The paper also introduces a software tool to assist with that process.
This research outlines examples of organizations--both inside and outside of retail financial services delivery--that have been successful at optimizing the customer experience.
The report outlines how to leverage Filene's member experience design tool (http://custexp.filene.org/) through five steps:
Once credit unions have defined and ranked the most important attributes of the member experience, they can map out their capacity to deliver on those attributes. Ultimately, this practice will help identify systematic opportunities to optimize the member experience across various channels, the paper said.