Canadian Credit Unions – Best Practices As Seen Through The Eyes Of a Mystery Shopper
Introduction: Credit unions often differentiate themselves from banks as being non-for-profit institutions that offer lower fees, contribute generously to local communities and share profits with their “members” (i.e., customers). These advantages certainly make for appealing messaging. But what about the in-branch experience that often determines how much business a member ends up giving their credit […]
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COVID Alert: 10 Novel Strategies Credit Unions Use to Help Members Feel Safe and Embrace Digital Banking
During a recent mystery shop of 16 credit unions, these innovative approaches to helping members feel safe and embrace digital banking caught our attention.
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Bank and Credit Union 1-Minute COVID Quiz
Take the 1 Minute COVID Quiz to find out how your financial institution is scoring against the industry’s best practices.
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Investors Group – An Example of Innovative COVID-19 Messaging
Investors Group The page heading, “Helping you navigate uncertain times and stay focused on long-term goals”, is a refreshing change. It brings a sense of control during a chaotic period. This message is reinforced by the Investors Groups’ EVP’s “Market Volatility Update” video with uplifting comments such as, “Equity markets will recover at lightning speed […]
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Understanding the Impact of “Customer Churn”
Customer churn should be top of mind for all organizations. The importance of a strategically executed customer onboarding program was our last topic. Such a program cements new customer loyalty and commitment. A strong onboarding program also sets the stage for the new customer bringing you more of their business. However, the flip side of […]
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Customer Onboarding Best Practices
Introduction Adopting best practices for customer onboarding is a key factor in client retention and loyalty. Many businesses today are allocating resources to competitive intelligence, mystery shopping and market research. This is in an effort to gain a competitive advantage and increase both share of wallet and market share. However, in my experience, ensuring the […]
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