It’s only January, but we may have just conducted the most important webinar of the year!
At least, I believe we have a message – uncomfortable as it may be – that all decision-makers in the credit union industry need to hear in the wake of the ACSI’s finding that banks have surpassed credit unions in customer satisfaction for the first time in history.
Attendees’ responses to the ACSI report demonstrated the timeliness and significance of this issue for the credit union industry. One credit union VP admitted that it was “a tough pill to swallow,” but it was a valuable message for their senior management team. Another VP shared: “I loved the webinar – wow, did I learn a lot! I shared some of the insights I gained from the presentation at our managers meeting today.”
Thought leaders throughout the industry have offered their own takes on the ACSI’s bombshell that banks are now superior to credit unions in the consumer mind. They’ve speculated on the causes of this historic outcome, and offered their own interpretations of the data.
But we looked at it from a different perspective – a much more powerful and insightful one. This was no fluke. The shrinking gap between banks and credit unions was not so much the result of increased customer satisfaction with banks as it was an increase in dissatisfaction with credit unions.
We identified the headwinds and tailwinds influencing the course of the industry over the last decade. Then we looked more closely at the benchmarks or drivers that make up the ACSI score, to find out which contributed most to credit unions’ downward trajectory. Then we identified four key insights for impacting customer satisfaction and reversing the trend.
Because this is an issue of such dire urgency for the credit union industry, on Thursday, February 6 at 1:00pm EST we will be conducting a special Encore Presentation of our webinar on the ACSI report. If you missed out on the first one, don’t miss your opportunity to learn what may be driving YOUR members’ dissatisfaction…and driving them away.
Even if you attended the first webinar, the Encore Presentation will offer some additional valuable insights. And be sure to share this invitation with anyone who might benefit from learning more about this issue.
If you believe customer satisfaction to be strongly correlated to growth, earnings, and loyalty, then this will be the strongest call to action you will receive this year!
To view the video recording of our ACSI Presentation, click here.
