Member service: Fast plus easy equals growth

first_imgPersonal attendant tools such as Amazon’s Echo smart speaker represent the member experience standard credit unions should aspire to achieve, according to Adam Johnson and Charlene Leland of c. myers.Those devices have fundamentally altered consumers’ outlook, said Johnson, c. myers’s vice president/principal, and Leland, vice president, in a breakout session at the CUNA Technology Council Conference and CUNA Operations, Sales & Service Council Conference.“Nobody pushes any buttons or looks at any screens to get their business done,” Johnson said. “So it changes people’s mindsets about how they’re going to do things going forward.”As credit unions anticipate rapid changes in financial services—hastened by nontraditional competitors that run the gamut from fintech firms to Amazon—they must aggressively change their processes to match consumer expectations, Johnson said.“The mindset of who your competition is has to change,” said Johnson. “It’s not just financial institutions and fintechs. The bar is being set by the consumer experience in general. Consumers don’t want to type in their passwords anymore, or they don’t want to go further than one click. Once they experience a clunky process, the gap will widen.” continue reading » 4SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblrlast_img

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