The onset of the coronavirus (COVID-19) pandemic has revealed the value of a more personalized consumer experience. Sometimes that experience is created through technology, while at other times, the human touch or empathy makes that point of contact valuable for the consumer.
This episode of the CUNA News Podcast, the latest in a series focused on service culture, explores how creating personalized experiences has become table stakes for credit unions in today’s marketplace.
Jayne Hitman, national program manager for Creating Member Loyalty (CML), a development strategy program from CUNA focused on increasing employee engagement and the member experience, describes how credit unions can create these experiences through team building, soft-skill training, and attention to detail.
Building on that approach, Paul Robert, CEO of FI Strategies, a strategic partner of CML, says one of the keys is viewing your employees not as assets, but as partners in serving members. When employees are valued, they value the credit union and share that goodwill with members, Robert says.
This benevolent cycle forms the basis of personalized member experiences, leading to higher levels of member satisfaction and serving the credit union philosophy.
Credit Union Magazine’s Spring 2023 issue features the 2023 Credit Union Heroes and examines CUNA-League advocacy priorities, board leadership, the impact of financial well-being efforts, fee-related compliance issues, predictions for the year ahead, and more.
