Support EXP Client Q1 2024 Roundup

Spring is in the air as we wrap up the first quarter of 2024! We hope your year thus far has been full of improved performance and exceptional member experiences. Speaking of exceptional experiences, I hope you were able to take in the amazing eclipse on April 8. We were in the “Zone of Totality” here in Dayton, Ohio – so we were treated to an awesome view of this once-in-a-lifetime event!

I’m pleased to share with you this quarter’s roundup of our most recent insights and innovation:

• We took measurement of the customer experience back to the basics with our recent webinar on “NPS 101,” in which we went “behind the numbers” for an executive-level briefing on the most popular CX metrics: NPS, CSAT, and CES. Then we explored the most effective ways to strengthen member loyalty through leading indicators of CX performance. If you were unable to join us at the well-attended session, a recording of the event is available for your review. Just shoot me a quick note and I’ll send you the link ASAP!

• One of our industry partners, The Credit Union Connection, published two of our newest articles:
  • “Annnnd…Why Should Credit Unions Care About Achieving ‘World Class’ Performance?” challenges credit union leaders to “follow the facts” in their pursuit of member loyalty. Attaining this elusive goal demands a sound, proven method of gauging service delivery against performance standards that reflect the ever-changing expectations of your members

• • In “Tackling Silent Attrition: Winning Strategies for Credit Unions,” I show that it is imperative to have a clear understanding of your members if you want to keep them from straying to another financial services provider. Your first and best line of defense against silent attrition is strong member relationships, built on the trust nurtured every day by those on your front lines.

• I invite you to read our latest blog post, on the difference between data FROM your members and data ABOUT your members. While both are important sources of member intel, there are unique advantages in using direct member feedback to understand member needs.

      And if you haven’t subscribed to our blog already, please sign up to get new posts “hot off the press”!

• Finally…did you notice our new home page? Take a look and let us know what you think! Then check out some of the informative content on subjects like journey mapping and CX metrics available on our Industry Topics

As we head into the heart of the year, we hope you’re right on track to meet your performance objectives. Don’t hesitate to reach out with any questions, concerns, or ideas for how we can help make managing the member experience easier for you!

In your corner, always –