Sales, Tech Equal Convenience and Growth: Guest Opinion

The credit union industry has made excellent member service a cornerstone of our business model. For current credit union members, this approach seems to have worked; according to a Filene study, credit unions outperform banks for member/customer satisfaction. But that's the current membership,...

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Bibliographic Details
Published in:Credit Union Times 2012-04
Main Author: Steffen, Erin
Format: Article
Language:English
Subjects:
Banking
Corporate planning
Credit unions
Customer satisfaction
Financial institutions
Market shares
Online Access:Get full text
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Summary:The credit union industry has made excellent member service a cornerstone of our business model. For current credit union members, this approach seems to have worked; according to a Filene study, credit unions outperform banks for member/customer satisfaction. But that's the current membership, and while they say they love their credit union, it hasn't translated into increased market share. If credit unions want to grow as an industry, our definition and delivery of service must evolve. Market research indicates areas credit unions need to improve.
ISSN:1058-7764