Service failures are not fun, but they are instructive. While it’s still important to track factors like member satisfaction and Net Promoter Score, the need for truly understanding the experiences your members go through, in their own words, is imperative.
Fall is here and most credit unions are creating strategic plans and budgets for 2018. If you’re in charge of creating strategy and budget for measuring the member experience, you’ll want to join us for this session. We’ll look at how to effectively measure member experience and tools that can help you get there.
You’ll walk away with ideas for:
- Better understanding the experience of your members across all your credit union’s access channels, including the digital space that is on everyone’s minds
- What listening posts, feedback loops and methods make for the most impactful feedback
- Establishing metrics and goals for measuring member experience