CUNA News
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • Topics
    • Community Service
    • Compliance
    • Credit Union Hero
    • Credit Union Rock Star
    • Credit Union System
    • Directors
    • Human Resources
    • Leadership
    • Lending
    • Marketing
    • Operations
    • Policy & Issues
    • Sales & Service
    • Technology
  • Credit Union Magazine
    • Buyers' Guide
    • COVID-19
    • Digital Edition
    • Credit Union Hero
    • Credit Union Rock Star
    • Subscribe
    • Advertise
    • Contact
  • Advertise
  • Awards
    • Nominate Credit Union Hero
    • Nominate Credit Union Rock Star
  • Podcasts
  • Videos
  • Contact

News

Home » PODCAST: Details win the deal
Sales & Service Podcast

PODCAST: Details win the deal

When it comes to member service, the genius is in the details.

July 15, 2021
Ron Jooss
No Comments
Jayne Hitman and Paul Robert

A popular book on simplifying one’s life is titled, in part, “Don’t Sweat the Small Stuff.” This might be sound advice for decluttering one’s mind, but, when it comes to member service, the genius is in the details. 

In this episode of the CUNA News Podcast, our latest in a series focused on service culture, we explore how attention to detail makes service experiences meaningful for consumers. 

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, explains how sweating the details can elevate service from a common, everyday occurrence to an enhancement to members’ lives. 

Paul Robert, CEO of FI Strategies, a CML strategic partner, explains that better rates on loans and savings may help credit unions win the deal today, but attention to detail in your approach to service will win the deal tomorrow. 

 

You can listen to the CUNA News Podcast in Apple’s iTunes Store, Google Podcasts, Spotify, and Stitcher Radio.

In this episode:

1:37: What “the small stuff” means

6:57: The difference between serving and service

8:49: Customer service stories

15:26: Example of the small stuff

22:32: Small stuff for credit unions

29:15: A training example

KEYWORDS member experience podcast

Post a comment to this article

Report Abusive Comment

Credit Union Magazine: Spring 2022

Spring 2022

Credit Union Magazine’s Spring 2022 edition profiles four Credit Union Heroes and examines CUNA's advocacy priorities, the advocacy army, and financial well-being for all.
Digital Edition •  Subscribe

Trending

  • FOM modernization bill passes House Financial Services Committee

  • FOM modernization bill is free-market solution to address financial access

  • Payment services hub explained

Tweets by CUNA_News

Polls

Are you ready for CECL?

View Results
More

Champion for the Credit Union Movement

Credit Union National Association is the most influential financial services trade association and the only national association that advocates on behalf of all of America's credit unions. We work tirelessly to protect your best interests in Washington and all 50 states. We fuel your professional growth at every level and champion the credit union story at every turn.

More CUNA

  • Membership
  • Contact Us
  • Careers

Resources for

  • Credit Union Advocates
  • Leagues
  • Press
  • Providers

Our Affiliates

  • American Association of Credit Union Leagues (AACUL)
  • Credit Union Awareness
  • Credit Union House
  • CUNA Strategic Services
  • National Credit Union Foundation
GET CUNA UPDATES
© 2022 Credit Union National Association | ADA Compliance Notice & Legal
Email Us