How to use member journey data to drive growth & retention

Posted On Dec 17 2020 by

first_img ShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr There are many reasons to seek a clearer understanding of your members’ experience. Here’s one that really counts: while 80 percent of CEOs surveyed by Bain & Company believed they delivered a superior customer experience, only 8 percent of their customers agreed.Building strong relationships through a thoughtfully-conceived, well-executed and well-received member experience is the surest route to gaining trust. And in the digital age – where every transaction and impulse is captured, analyzed and followed up on – true insight beats anecdotal knowledge every time. If you really want to know what your members value, what they don’t and how they’re interacting with your credit union, member journey mapping is the place to start.To get a clearer picture of the member journey – and to offer a head start to credit unions wanting to learn more – CO-OP partnered with Mastercard Advisors to commission a nationwide survey of 1,200 credit union members this past spring. The research analyzes 2,000 individual member journeys to get detailed insights into the member experience – and to try to uncover opportunities, strengths and pitfalls in the daily interactions credit unions have with the people they serve. continue reading »last_img read more

The Latest: 9 Oklahoma football players positive for virus

Posted On Sep 18 2020 by

first_imgNASCAR driver Austin Dillon has tested positive for COVID-19 and will not compete in Sunday’s Cup Series race at Daytona International Speedway’s road course. Richard Childress Racing says Dillon tested positive Saturday morning. He is now self-quarantining away from the team. His wife and son remain healthy and symptom-free, the team added. Kaz Grala will drive the No. 3 Chevrolet at Daytona. Dillon is the third Cup Series drive to test positive for the coronavirus, joining seven-time champion Jimmie Johnson and part-timer Brendan Gaughan. ___More AP sports: and The Latest: 9 Oklahoma football players positive for virus Associated Press The NCAA Division II Conference Carolinas has pushed its fall sports competitions to the spring due to the ongoing coronavirus pandemic. The league’s board of directors announced the decision Saturday. The conference is made up of 11 schools spread throughout Georgia, North Carolina, South Carolina and Tennessee. The move affects men’s and women’s cross country, men’s and women’s soccer and volleyball. Schedules for those sports will be reduced so those athletes don’t lose a year of eligibility, under NCAA guidelines. The league said in July it intended to go through with fall sports. But commissioner Chris Colvin said the COVID-19 situation “evolved to the point where this decision had to be made.”— —A tennis player has tested positive for the coronavirus ahead of an ATP Challenger event in Prague.The ATP tour tweeted that “the player has entered mandatory quarantine” at his home in line with ATP and Czech health protocols.It did not identify the player but said he was locally based and “was not a direct acceptance into either the main draw or qualifying events” of the tournament, scheduled to last until Aug. 22.___center_img Share This StoryFacebookTwitteremailPrintLinkedinRedditThe Latest on the effects of the coronavirus outbreak on sports around the world:___Nine Oklahoma football players tested positive for COVID-19 after returning from a break in preseason camp. Coach Lincoln Riley made the announcement during a Zoom call Saturday.Riley announced on Aug. 8 that the Sooners were temporarily pausing preseason practices because of schedule changes. He gave players the option of returning home, though most stayed on campus.After the initial testing in preparation for the July 1 start of workouts, the program had just one positive result until this week. There were two rounds of tests last week, with one positive in 205 tests.Riley said he didn’t regret giving the players a break, but said he hopes the team learns from the situation.“I think what we’re up against is something that’s doable, but the key is going to be for our players, our staff … how well can this virus be mitigated or stopped or contained when players or staff members are not in our facilities?” he said. August 15, 2020last_img read more