{"id":2335,"date":"2018-01-31T15:09:34","date_gmt":"2018-01-31T20:09:34","guid":{"rendered":"https:\/\/easyonhold.com\/blog\/?p=2335"},"modified":"2024-07-09T17:23:15","modified_gmt":"2024-07-09T21:23:15","slug":"credit-union-member-experience-2018","status":"publish","type":"post","link":"https:\/\/easyonhold.com\/blog\/credit-union-member-experience-2018\/","title":{"rendered":"Improved Credit Union Member Experience"},"content":{"rendered":"\n

Easy On Hold has continued to grow in popularity as a solution in credit unions across North America. Our focus in 2018 will be to partner with you to improve the Credit Union Member Experience.<\/p>\n\n\n\n

In an excellent article on Wikipedia<\/a>, customer experience is defined as follows:<\/p>\n\n\n\n

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Customer experience<\/b> (CX<\/b>) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey<\/strong>, the brand touch points<\/strong> the customer interacts with, and the environments<\/strong> the customer experiences…<\/p>\n<\/blockquote>\n\n\n\n

The measure of good customer experience is the degree to which the actual experience matches the customer’s expectations<\/strong>. Those expectations can be challenging to match.<\/p>\n\n\n\n

As members encounter amazing innovations from every angle, their expectations continue growing.<\/p>\n\n\n\n

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The only thing moving faster than technology today is consumer expectations\u2014and financial services consumers have come to demand the same captivating, engaging, and real-time experiences that technology has enabled in many other facets of their lives. – Sharon Pazlar, CUNA<\/strong><\/p>\n<\/blockquote>\n\n\n\n

To put it in media terms, members prefer “live and on-demand” rather than “pre-recorded.” Think “dynamic” vs. “static.”<\/p>\n\n\n\n

Friction Along The Journey<\/strong><\/h2>\n\n\n\n

Part of your credit union member experience can be told like a story. Some credit unions are “mapping” member journeys. Each point on the map is a touchpoint. The result of each touchpoint can be graded on a scale. Poor grades indicate friction that will slow the journey down and sometimes end it altogether.<\/p>\n\n\n\n

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More Resources<\/h2>\n\n\n\n

Credit Union Brief: Marketing Special Report: Meeting the demand for engaging, motivating content at critical member touchpoints.<\/a><\/p>\n\n\n\n

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The Call Center TouchPoint<\/strong><\/h2>\n\n\n\n

The day will come when your member decides to reach you through your call center. It may be a quest for information or the result of your own diligent marketing work. The call is answered, and the call center environment becomes a crossroads.<\/p>\n\n\n\n

Will this moment further the journey? Even with music on hold, most callers hang up after only 2 minutes.<\/p>\n\n\n\n

The answer is a well-planned waiting experience made possible with easily-accessible technology.<\/p>\n\n\n\n

Live Streaming Technology Improves Credit Union Member Experience<\/a><\/strong><\/h2>\n\n\n\n

Easy On Hold\u00ae has pioneered a streaming audio delivery system that allows you to reimagine how a caller feels about being placed on hold. You can now inspire members with friendly, \u201cgood morning\u201d and up-to-the-minute information that will impress and engage the right people at the right time.<\/p>\n\n\n\n

As a marketing\/customer experience administrator, focusing on the call center touchpoint is vital. The digital streaming content callers hear while holding can turn the friction of being placed on hold into a smooth and positive interaction.<\/p>\n\n\n\n

Is Your Caller Experience Captivating? Real-Time?<\/strong><\/h2>\n\n\n\n

Less-than-engaging phone on hold content includes:<\/strong><\/p>\n\n\n\n