Lesson 1: The Method Matters Most
Lessons for Leaders
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The most common and costly mistake credit unions make when embarking on a new research project is choosing the wrong method for learning what they are trying to learn about their members, their employees and their futures. This should not be surprising considering that few, if any, credit union executives and senior managers have any formal education, training or experience with designing, deploying, deciphering or leveraging the results of a properly executed research initiative. That's why this short series of valuable lessons -designed specifically with those key leaders in mind - has been written.
IB Alert Management Training Guide
Alert Recipient Training Guide
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Alert emails are sent to the predetermined list of Alert Recipients at the credit union and are tracked in the EMS application within the Support EXP Portal. This enables the credit union to intercept Detractors and follow through with those who are willing to buy more. Alerts can also be created for a survey with a Neutral or Promoter score in order to follow-up on a comment contained within the survey.
Relationship Builder Portal User Guide
Powerful Performance Data
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The EXP Actionable Analytics Portal contains all the actionable analytics to create teams of excellence through performance optimization. The EXP Actionable Analytics Portal is a user-friendly interface with rich visualizations designed for ease of access to organizational performance data.
Important Briefing for Frontline Management Team
Developing Mastery of Service and Sales Skills
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Your role in this initiative is to learn to develop, coach and inspire individual and group level team members so that they learn, demonstrate and ultimately master specific service and sales skills necessary for engaging the member in a relational way...
Credit Union Executive Lesson Intro_Big Problem
Lessons for Leaders
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What if you receive intel that a powerful competitor is poised to enter your market exactly 13 months from now? Your credit union faces the potential loss of scores of members, along with the revenue they represent. You have 12 months to derail this threat - what do your analytics tell you that you can act on right now to keep your members attached to you? How will you keep them so close that exploring a relationship with this new competitor isn't even an option for your members?
How to Manage Your Employee List
User Guide
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A quick guide for maintaining an up-to-date employee list on the Support EXP Actionable Analytics Portal for the Relationship Builder product. This guide describes how to access the employee list and effectively make updates to ensure accurate reporting.