A key differentiator for credit unions is your superior member service.
The focus on providing personal attention and service is good not only for members but also for organizations: Credit unions that successfully create a member-centric culture are 60% more profitable than those that don’t.
Creating a member-centric culture is crucial to your credit union’s ability to attract and retain membership. Member satisfaction hinges on your ability to consistently meet them where they are with an exceptional experience across every touchpoint — the branch, the contact center, and digital channels.
Enhance The In-Branch Experience
Digital banking offers unprecedented convenience and speed, so many consumers choose not to visit a physical branch for their financial transactions. Despite the unsurprising shift to digital, 29% of Americans still prefer to do their banking at a branch.
For now, in-person banking isn’t going away. While most routine banking transactions have transitioned to digital, many members opt to get in-person help with more complex needs, such as mortgage or car loans.
This is where your credit union can shine.
In the branch, members come face to face with your employees, brand, solutions, and services — and the way they feel about this interaction influences their overall satisfaction. Are you offering financial direction and personalized solutions? Do you have the technology to meet their need for convenience, security, and speed? Does your staff have access to information members can’t access themselves?
Providing a positive member experience is essential to your long-term viability. And if you get it right in the branch, it’ll be easier to re-create that experience across other touchpoints.
Provide Meaningful Contact Center Service
When it comes to user engagement, 82% of consumers reach out by phone, making it crucial for credit unions to offer live phone support, even outside of regular business hours.
Rana Gujral, CEO of Behavioral Signals, says people usually call contact centers to speak with a live representative to solve difficult problems, which makes the contact center a financial institution’s first line of defense.
By providing knowledgeable, compassionate service for your members when they need it most, you can deliver the positive experience your members have come to expect — and the one they deserve.
Make Each Digital Touchpoint Personal
While speed and convenience are crucial, the viability of credit unions hinges upon their ability to meaningfully deliver personal service through digital channels.
To be there for your members in their moments of need, you must excel in digital member engagement and implement solutions with deep digital capabilities, such as fully authenticated, real-time messaging. Technology can help you securely engage with members and bring live personal service to them when they need it most.
Today’s consumers expect all their interactions to be secure, seamless, and simple. When you blend digital technology with personal service, you’ll be best positioned to serve your members — when, where, and in the way they prefer.
Elevate The Member Experience
Growing and maintaining your membership requires a balance of digital and human interactions — and it’s clear this is the expectation. Credit unions know the difference between personalized and personal, but they need the right technology to create seamless interactions in today’s competitive landscape.
If you’re looking for innovative ways to deliver the service and personal touch your members deserve, reimagine and elevate the member experience with Jack Henry™ — so your members will remain your members.
