You can sum up member experience in just one word: Everything. Every single thing a member experiences working with your credit union adds up to member experience. The branch? That’s member experience. Mobile banking? That’s member experience. Your marketing? That’s member experience. The contact center? That’s member experience. You get the idea.
Consumers remember two types of experiences — the great ones and the awful ones. You can sit back and provide an average, unmemorable member experience, or you can up your game with the kind of experience that builds trust, confidence, and an emotional connection with members.
That’s the kind of experience CreditUnions.com is digging into this week. Here’s what to watch for in the days ahead:
- Two hot takes from Callahan leadership on declining member growth and what credit unions can do about it.
- How Erling Amundson’s three decades outside the industry are reshaping Langley FCU’s approach to member experience.
- Three ways to up your MX game.
- The branching trends shaping a member experience revolution.
Now it’s your turn. What are you doing to build connections with the consumers who choose you? How have you improved MX in the past year? What lessons have you learned from missteps? Let us know, and we might feature your story CreditUnions.com.
Let’s get to work.
