Changing service culture

<p>For credit unions, the member experience has been virtually redefined since the onset of the coronavirus (COVID-19) pandemic. Member expectations have shifted as safety and ease of use redefine the consumer landscape. <br/><br/>This raises two questions for credit unions, according to Jayne Hitman, national program manager for <a href='https://www.cuna.org/cml/'>Creating Member Loyalty</a> (CML), a development strategy program from CUNA focused on increasing employee engagement and the member experience. <br/><br/>First, how do credit unions anticipate these changing dynamics among their members and prospective members? <br/><br/>Second, what changes should credit unions make to meet these expectations and to deliver consistently great experiences across all their delivery channels? <br/><br/>Additionally, assessing member satisfaction must also evolve, according to Paul Robert, CEO of <a href='https://fi-strategies.com/'>FI Strategies</a>, a strategic partner of CML. Measuring ease of use is at least half the equation in this new landscape, Robert says.</p>