Q2 2024 Roundup - Hot Summer Edition
Baking in That CX Goodness
Wherever you are in the country, chances are your summer has so far been one of high temperatures and “stumidity” (“steamy” + “humidity”…or just shorthand for “stupid humidity”).
We hope you are using the summer months to engage with your community, strengthen your member relationships, and reenergize your commitment to the credit union mission!
At Support EXP, we’re always taking on the hottest issues in the member experience. We sweat the details, so you don’t have to! Our recent focus has been understanding the shift toward greater fragmentation of consumer banking relationships:
- We hosted a webinar on “Conquering Silent Attrition” that explored this trend of members “ghosting” you by taking their banking business elsewhere – without making a scene or officially notifying you they are leaving. The financial consumer is still technically a “member to count,” but not your member to count ON for revenue growth and profitability.
In the webinar, we outline a 3-step plan to boost member retention by:
- Diagnosing the causes of member attrition
- “Stopping the bleeding” by intercepting members before they leave
- Growing healthy member relationships that last
If you were unable to attend the session, an on-demand recording of the event is available:
https://supportexp.com/conquering-silent-attrition-webinar-video/
- Also, check out our latest article, as featured in The Credit Union Connection:
- When Jamie Dimon Speaks: The Competitive Advantage of Continuous Assessment explores how continuous measurement provides valuable insights into customer sentiment, operations, performance, and organizational culture. Besides describing the benefits of ongoing assessment, this article identifies the risks of NOT measuring!
- Do you know that we offer quick-turnaround CX research projects? If there’s ONE important question you want answered, we’ll draw up a plan to get results to you fast. Want to discover your members’ digital banking preferences? Want insight into why they’re not using your credit card? Our experts can get you the clarity you need to accelerate results!
Get more details here: https://supportexp.com/solutions/cx-managed-services/customer-research-projects/
As we swelter through the season, stay in the shade and keep perfecting those moments that matter!