Customer loyalty expert Lara Ponomareff joins us to talk about how you can measure effort and why it is the biggest source of disloyalty in your credit union today, even greater than Net Promoter Score. Lara offers practical tips to make it easier for your members to do business with you, how to connect innovation and effort, and what Disney taught her about saying “no.”
Cameron’s Key Takeaways
- To educate the front line, you have to empower them. Make sure the frontline supervisors are engaged, and the training and incentives are aligned.
- Innovation starts with easy wins around fixing incentives and using positive language, then moves to bigger changes involving all departments
- It doesn’t take a 180 degree change in strategy to keep members loyal, it’s a refinement. You already have all the tools to make this a success!