Support EXP Client Q4 2023 Roundup

I hope you wrapped up 2023 on a strong note and your new year is off to a great start! We’re proud to assist you in helping you serve your members better than ever in 2024.

To keep you up-to-date, we’d like to share this roundup of our most recent insights and innovation:

• Our latest case study tells the story of how two credit unions in the same Ohio community came together to provide a superior banking option to consumers in a competitive financial services environment. By adopting a strategic plan for providing an experience that reflects their members’ feedback and expectations, the newly formed MyUSA Credit Union was able to decisively bolster member satisfaction and loyalty.

• Have you received your copy of our new “101 Ways We Support You” booklet? It’s a handy reference of the wide range of our capabilities – all the services that can help you achieve differentiation, member satisfaction, and success at every level. I bet there’s more than one thing in there you didn’t know we do! To state it simply, we want to be your go-to partner for ALL your CX and performance management needs.

If you haven’t received your booklet, contact your Client Success rep and we’ll send one your way!

• We had been anticipating the mid-November release of the 2023 Finance Study from the American Consumer Satisfaction Index (ACSI), revealing the latest customer satisfaction benchmarks for banks and credit unions. We even conducted an informal poll about what this year’s study would reveal, with the following results (combined LinkedIn and direct responses):38% of respondents predicted the satisfaction gap between credit unions and banks would narrow/decrease

1. 1. 1. 33% of respondents predicted the satisfaction gap between credit unions and banks would get larger
      2. 25% of respondents predicted the satisfaction gap between credit unions and banks would invert/flip (with CUs regaining superiority)
      3. 4% of respondents predicted the satisfaction gap between credit unions and banks would remain the same

Unfortunately, we will have to wait a little bit longer to see who was right. Due to a change in the ACSI’s reporting schedule, the Finance Study will not be released until February 20. But we will follow up with findings and insights when it is made available!

• Finally, I invite you to read our latest blog post, if you haven’t already. It gives insight into how you can tap the power of EX to create compelling CX – rather than letting tensions in your workplace culture harm your customer experience and your bottom line! (As a bonus, the accompanying graphic always makes me smile.)

While there, be sure to subscribe to our blog so you don’t miss the latest insights!

More to come next month! In the meantime: what do you see as your biggest challenges in the year ahead? Whatever obstacles are standing in the way of your most important objectives, we’re ready to help accelerate and elevate you to where you want to be!

Here When You Need Us,