Creating a Competitive Advantage Through Member Experience Workshop Outstanding!

Credit union professionals received solid content delivered by Mike Neill of Michael Neill and Associates Tuesday during a workshop titled "Creating a Competitive Advantage Through Member Experience" sponsored ServiStar.

The group of attendees was enlightened with many “turnkey” tips for increasing member loyalty. Neill shared that credit unions are “operationally obsessed” – they measure everything, except member satisfaction. While many companies ask how likely a customer/member is to recommend them to others, a  better question is to ask about ease of doing business with us.


Mairead Togneri, Director of Employee Development and Member Experience from Garden Savings FCU, shared their credit union’s success with the ServiStar Program and journey mapping. Togneri stated that the process was eye-opening for staff, who were able to look at all functions from the member perspective. 

Neill emphasized the word "behavior" throughout day. "Creating a Competitive Advantage through Member Experience" is all about people and is harder than a core conversion.

Another great Neill quote that rings true, “What you are willing to accept will become your reality.”

The session also touched on employee engagement and lack thereof and the impact to the success of any organization.

It was truly a game-changing event!