What You Will Gain:

An introduction to metrics like Net Promoter Score, Customer Satisfaction, and Customer Effort (Ease of Use) Score used industrywide to measure the customer experience —

• What does each tell you about your members? How is each calculated? How are they different?
• How do you get insights from the feedback data provided by your CX metrics? How do you turn those insights into action that improves your performance?
• How can you use CX metrics to meet your goals around service and sales performance, revenue growth, and long-term member loyalty?

Who Should Attend:

• CEOs and other C-Level credit union executives responsible for growing membership and subsequent board level reporting
• Credit union leaders charged with maintaining frontline performance – the service quality experienced by your members every day, in all the ways they do business with you
• Anyone interested in learning about how to leverage the most effective CX metrics to get you to your most important objectives