Member Perception DEFINES Member Experience

It seems every financial institution is scrambling to figure out the best way to create the ultimate experience for their members. Some are moving towards automation while others place emphasis on high-touch strategies by salespeople and CSRs. As it turns out, the experience is entirely based on the member’s perception of the interaction. By focusing on the right adjustments, based on perception, you might just unlock the code to getting the member experience perfect.

Resetting Your Growth Strategy

As credit unions look to the future, attempting to strategize growth plans as they relate to building new branches, hiring additional staff, and automating processes, it’s important they reset their growth strategy to the one thing that matters: LEADS. Far too many FI’s are measuring only completed applications and closed loans instead of measuring the number of people who are raising their hands saying, “yes, I might be interested”. Want to grow your credit union? It’s simple — increase your leads and increase your conversions. We’ll share how in this interactive session. 

Are You Trading Member Service For Technology?

The desire for a more automated process for loan applications came about after the compliance tsunami in 2007. While a more automated process is inherently efficient for your employees, your members may be turning to “simpler” options. The biggest differentiator a credit union has is it’s ability to offer greater member service, yet many CUs are casting that aside in favor of technological automation. Learn how to have the best of both worlds, what questions to ponder in making technology decisions, and a case study of one credit union that decided to have their cake, and eat it too. 

Are Home Runs The Only Metric You’re Measuring?

If you needed to advance a runner from 3rd to home, and all you had measured was the homeruns that were hit, you’d clearly select the heaviest hitter. But what if that player’s on-base percentage was exceptionally low? Measuring success within your credit union is instrumental to growth, but what if you’re not measuring the key metrics that matter? In today’s digital marketing world, understanding what metrics determine the success and viability of an on-going campaign are critical. Same with understanding which of your teammates need coaching in one area or another. Find out how (and what) to measure to keep all of your players in the right spot on the team and your scoreboard (profits) higher than your competitors. 

Meet Your Speaker

Adam Carroll

Founder of National Financial Educators + Professional Speaker

Adam Carroll is an internationally recognized speaker, author and financial coach. He is a two-time TED talk speaker, with one of his talks surpassing 5 million views, creator of the documentary film, Broke Busted & Disgusted and the author of four Amazon best sellers: Winning The Money Game, Mastery of Money for Students, 30 Days to $1K, and The Build a Bigger Life Manifesto. 

Since 2010, Adam has been working with credit unions around the country to improve their culture of selling products through financial education. He’s a board member of the Iowa Credit Union Foundation and a frequent speaker at credit union events nationally. 

Adam has a passion for helping credit unions help others in the best way he knows how — through financial education!