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Key Member Satisfaction and Loyalty Touchpoints for Credit Unions

One of the key differentiators for credit unions is their superior service. Or at least, it should be a key differentiator. But are you sure you’re doing it right?

And if you are, are you providing that same great member experience across all major touchpoints?

Here are a few major member touchpoints where you should prioritize member satisfaction. If you feel that you’re falling behind on one or two of them, don’t panic! There’s an easy way to turn things around.

 

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CU 2.0 Podcast Episode 69 Casey Boggs on Reputation Management, Hackers and You

What are people saying about your credit union?

That means members, staff, and community members?

And how does a nasty hack impact your reputation?

Meet Casy Boggs of ReputationUS, where the business is in fact reputation management and a primary emphasis is work with credit unions.

You think you have a great reputation? Don’t guess. Know. Get a reputation audit done and be prepared to be surprised by the results.

Particularly interesting is how a hack impacts a credit union’s reputation, a topic Boggs has studied in depth.

Among his findings: 48% of us are very unlikely to remain a member if their data has been hacked and then used to set up a bogus credit card account.

Good news, per the survey, is the vast majority of us hold credit unions in high reputational esteem.

But don’t take it for granted.

Boggs says in this podcast that too many institutions are unprepared to deal with events that involve a reputational hit – they lack a plan and a plan can smooth the path to recovery.

Bad stuff happens. Are you prepared?

Find out what’s involved in this podcast.

Listen Here

Want to listen to more of the Credit Union 2.0 podcast series? Click here to view the series.

An Example of an Automated Nurturing Sequence for Credit Unions

Marketing automation is standard for many industries, but credit unions are only just getting started with it. Unfortunately, this means that many credit union marketers can’t visualize the benefits.

One of the key abilities of the technology is the automated nurturing sequence. Let’s look at what it is, how it works, and what it looks like.

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How Often Should You Email Your Credit Union Members?

One of the most common questions from credit union marketing teams is about how often they should email their members. How often can they email their members?

It’s a scary proposition, spamming your membership. You don’t want to annoy people or make them angry.

On the other hand, you don’t want to be forgotten…

Continue reading “How Often Should You Email Your Credit Union Members?”

CU 2.0 Podcast Episode 68 John Lanza on The Money Mammals + Kids and Finance

Teach them when they are young.

That’s the approach to financial education taken by John Lanza of the Money Mammals, where the focus is on financial education for children 11 and under.

A key: the education becomes a family project.  That means credit unions – and credit unions can sign up with the Money Mammals to access its library of teaching materials and workbooks – will be attracting younger adults with small children.

The material also is branded with the credit union name.

And the financial education itself of course is a key credit union mission.

Lanza stresses that good as it is for kids to get financial education in school, it’s crucial that they also get it at home because they need some money to learn with. Call it allowance and know it can be small.  But that money becomes a teaching tool.

Lanza said he presently is working with 15 credit unions and he wants more.  Some are under $200 million, one is bigger than $3 billion.  So the program will work in just about any size institution.

Give a listen and just maybe you will be persuaded to focus on financial ed and children, the Money Mammals way.

Listen Here

Want to listen to more of the Credit Union 2.0 podcast series? Click here to view the series.