You’ve worked hard on brand awareness, created ads and promotions that were not only intriguing, but also prompted action. Just as you’re ready to give yourself a pat on the back, it dawns on you that there’s more to the equation - the member experience.
Now that a member is engaging with your credit union - online, in person, over the phone, through an app, or any other method - what is their perceived experience? Do their expectations meet reality? Are they able to get answers quickly or will they be shuffled to a variety of people or departments?
Not only do you want that initial business, you want your members to do repeat business with you and be satisfied, and become profitable members for your credit union. You don’t want them to move on or try someone else.
PMD will evaluate the current climate, and put together suggestions and guidelines for creating a positive member experience.