PODCAST: Get the member experience right

In the seventh episode of the CUNA News Podcast, Greg Inman, chief operations officer at Neighbors Federal Credit Union in Baton Rouge, La., shares his thoughts on creating a great member experience.

“It's huge,” says Inman, chair of the executive committee for the CUNA Operations, Sales, and Service Council, which held its annual meeting last week in Las Vegas in conjunction with the CUNA Technology Council.

Members who encounter resistance trying to use a credit union service might want to switch to another financial institution, he says. Regardless of whether or not the other financial institution has a better solution to them, they may want to take action so “at least it is a different pain.”

Inman also opened up about the challenges his community and credit union faced during recent traumatic flooding in southern Louisiana. Many employees and members lost everything, Inman says.

You can listen and subscribe to the CUNA News Podcast in Apple's iTunes Store, Google Play, and Stitcher Radio.