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CUES Podcast guest suggests making it a party.
Providing members with the best possible experience is a top goal of most credit unions. On a day-to-day basis a friendly, knowledgeable and helpful staff goes a long way toward providing a great experience. But the friendliest smile in the world isn’t going to make up for a 20-minute wait in the drive-through lane. And a helpful employee in the call center won’t completely erase a member’s frustration with a glitchy mobile app.
In the CUES Podcast Episode 17, Butch Leonardson, director/IT leadership at CUES Supplier member Cornerstone Advisors Inc., Scottsdale, Ariz., suggests identifying points of pain across all of your credit union’s physical and digital channels. Track ideas on a spreadsheet. Or hang a large piece of paper in a hallway and have employees jot down ideas there. Have pain point identification parties, he suggested.
Frankly, Butch had me at process improvement. But throw in a party and I’m there! I kind of geek out on process improvement. Your employees will enjoy it, too. Members will benefit. And your credit union can reduce costs. Those are three of the four reasons to consider mapping points of pain in your members’ journey.
Listen to the podcast for more on these three reasons and to learn about the fourth.
Theresa Witham is managing editor/publisher of CUES’ CU Management magazine.
