MADISON, Wis.—The Filene Research Institute has released a new white paper that seeks to identify how credit unions can optimize delivery channels and enhance member satisfaction.
The paper’s release also comes with a software tool aimed at assisting in that optimization and service enhancement. The white paper also identifies organizations both inside and outside financial services that have successfully optimized experiences.
The member experience design tool that is being released by Filene outlines five steps an institution should follow, including:
- Identify specific delivery channels and attributes values by members identified as targets.
- Order attributes from most to least important from the perspective of those targeted members.
- Provide an honest assessment of a credit union's most critical competitor's performance based the same attributes.
- Choose an FI against which to run a comparative analysis based on the attributes selected by the credit union as most and least important.
- Use the tool to generate a descriptive analysis on the advantage, if any, between the credit union and the chosen competitor.
According to Filene, once credit unions have defined and ranked the most important attributes of the member experience, they can map out their capacity to deliver on those attributes.
Related links
Filene Report Examines Making Innovation Work