Credit unions provide outstanding service, earn members’ trust, and offer better rates than other financial institutions.
But they struggle to meet members’ digital expectations, which are often formed by nonfinancial organizations, such as Uber and Netflix.
“The industry is under a constant threat,” says Kirk Drake, CEO of Ongoing Operations, who addressed Disruption 17 by CU Water Cooler Tuesday in Madison, Wis. “And we’re stuck in this service-first model.”
Drake says credit unions should remember to “DREAM” when crafting a plan to meet members’ digital expectations. That means:
Differentiate with data. Most credit unions use data, but Drake says they aren’t using it to drive member engagement.
“The answer is in the data,” Drake says. “If you look at your members and see, for example, they’re using PayPal, you may have to figure out how to get that business.”
The post ‘DREAM’ to meet members’ digital expectations appeared first on CUInsight.
June 07, 2017 at 06:22PM
from John
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