With their people-first approach, credit unions have long been known for providing exceptional member experience. As consumer expectations continue to evolve, though, many credit unions are working to ramp up new technologies and processes to keep member satisfaction high. However, the demands of implementing these changes may result in increased pressure on employees. As employees look to juggle the higher workload to meet the rapidly evolving demands, they may inadvertently drop the ball on delivering the best experience.<\/p>\n
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Jolene’s story might sound oversimplified, but the point is clear: When employees aren\u2019t prioritized, member experience suffers as well. To prioritize your members, it\u2019s important to prioritize your employees and their well-being too. In fact, happy employees are the biggest secret behind member satisfaction<\/a> \u2013 so if your credit union isn\u2019t already taking an active effort in improving employee experience, member experience can take a hit.<\/p>\n But how do happy and engaged employees really benefit credit unions? It isn\u2019t just by being, well, happier. Being actively engaged in the job can have numerous benefits \u2013 for the employees and the organization. In this article, we\u2019ll dive into how employee experience and engagement<\/a> can transform the success of your credit union.<\/p>\n To understand how employee engagement can impact credit unions, we need to first understand the role your employees play.<\/p>\n Simply put, your employees are the foundation of everything. They are the fuel that drives credit union success. They assist members, upsell products, and are the people your members turn to in any given circumstance.<\/p>\n So, what happens when your employees are feeling overworked or underprepared? They begin feeling disengaged with the organization when this persists, leading to them delivering subpar experiences!<\/p>\n Imagine approaching an employee about an issue you faced with mobile banking, and they look just as confused as you – as a customer, you\u2019d be annoyed. Now, imagine if this happens time and again. You\u2019ll likely consider switching to a banking institution where your issues are better handled!<\/p>\n By engaging your workforce and ensuring they have the resources they need to take member experience to the next level, you will immediately see several benefits. These include (but are not limited to):<\/p>\n In order to empower your employees to deliver their best, you need to first begin by asking yourself this: are you doing all that you can to support your employees?<\/p>\n If you\u2019re unsure, simply reach out to your people and ask them about the work challenges they face.<\/p>\n Looking to understand employee sentiments?<\/p>\n Get started with Sogolytics<\/a> today!<\/strong><\/p>\n A quick survey can reveal essential insights about how engaged your employees are and how supported they feel. But here are some things to keep in mind to ensure the data you collect is authentic \u2013 anonymity<\/a> can help you do just that.<\/p>\n Employees might not always feel comfortable being honest when they know their answers can be traced back to them. This is especially so when they might be revealing their problems. This data can help you home in on your unique pain points. This will help you take initiatives that maximize impact, ensuring your employees feel heard and valued.<\/p>\n But that\u2019s not all. While you might understand exactly what your employees are asking for, there are also some more things you need to do. A great employee engagement strategy doesn\u2019t just deliver what employees want; it is proactive in creating an engaging work environment.<\/p>\n Here are some things you need to do to ensure your EX is the best it can be:<\/p>\n Employee experience can be the game changer you need to deliver exceptional member experiences.<\/p>\n The first step to any great experience is understanding the gap between the experience at hand, and the expectations. That\u2019s why it\u2019s important to stay in touch with employee sentiments with regular feedback and pulse surveys.<\/p>\n Ready to create a work culture your employees love? We can help you get started with SogoEX<\/a>. Let\u2019s get on a call, we\u2019d love to set up a free demo<\/a>!<\/p>\n","protected":false},"excerpt":{"rendered":" Jolene loves her credit union. She knows the employees, everyone is friendly, and it’s easy for her to take care of everything she needs. Recently, though, as the credit union has begun including a variety of services into the mix, she has started seeing a difference in her credit union visits. Nowadays, everyone just feels a little bit rushed, few people have time to stop and chat, and the environment is more stressed than friendly… What’s changed? With their people-first approach, credit unions have long been known for providing exceptional member experience. As consumer expectations continue to evolve, though, many credit unions are working to ramp up new technologies and processes to keep member satisfaction high. However, the demands of implementing these changes may result in increased pressure on employees. As employees look to juggle the higher workload to meet the rapidly evolving demands, they may inadvertently drop the ball on delivering the best experience. Jolene’s story might sound oversimplified, but the point is clear: When employees aren\u2019t prioritized, member experience suffers as well. To prioritize your members, it\u2019s important to prioritize your employees and their well-being too. In fact, happy employees are the biggest secret behind member satisfaction \u2013 so if your credit union isn\u2019t already taking an active effort in improving employee experience, member experience can take a hit. But how do happy and engaged employees really benefit credit unions? It isn\u2019t just by being, well, happier. Being actively engaged in the job can have numerous benefits \u2013 […]<\/p>\n","protected":false},"author":60,"featured_media":5040,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[156],"tags":[1000,999,480,979,164,564,241,655,984,168,805],"yoast_head":"\nHow can employee engagement benefit credit unions?<\/h2>\n
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\nWhen employees go above and beyond to resolve member concerns and deliver exceptional experiences, member satisfaction is assured.<\/li>\n
\nGreat experiences over time can win member trust, making them more loyal to your credit union. When you ensure that your members get the best experience by creating an environment that empowers your employees to deliver, members will think twice before switching over to another organization – after all, building trust is difficult! Delivering great experiences can boost morale. Moreover, having a place that recognizes your efforts and rewards you for the same can be just what your employees want, making them more invested in the success of your credit union (and improving employee retention<\/a>!)<\/li>\n
\nHappy members share their experiences – and word of mouth is one of the most coveted marketing tools. After all, people tend to trust the experiences of others have. This leads to people being more inclined to join your credit union! However, this isn\u2019t just for members, but for employees as well. When you\u2019re looking to hire top talent, you need to ensure that your organization is a great place to work. And happy employees are the best brand ambassadors to share this message.<\/li>\n
\nAs mentioned above, happy members and employees love to share. And this isn\u2019t limited to their social circles. Nudge members to share reviews on external websites or even leave one with you immediately after an interaction. This will ensure that the positive experiences spread. Encourage employees to share their experience on websites as well. Engaged and satisfied employees will be more than willing to do so. And the outcome? A stronger online reputation<\/a>.<\/li>\n
\nWhen your employees are empowered to deliver exceptional experiences, you\u2019ll see the joy reflected in their work as well. After all, a job well done is a great way to boost employee morale!<\/li>\n
\nWhat happens when all these things come together? You create a healthy work environment and exceptional member experiences – the perfect recipe for credit union success!<\/li>\n<\/ul>\nHow can credit unions improve employee engagement?<\/h2>\n
\nSo, make it easier for them to be candid. Anonymous surveys ensure you get honest data to inform your next step.<\/p>\n\n
\nDo your employees feel valued? Are they comfortable leaning on one another? The best experiences are delivered by employees working together, that\u2019s why you need to create a culture of appreciation<\/a> internally. Instead of fostering competition, nurture teamwork to help your employees support one another, just as you would do for them!<\/li>\n
\nProviding great service isn\u2019t always easy. So, when employees ace this, it\u2019s important to recognize the effort it took. Provide incentives for employees that earn great reviews from members and encourage employees to continue going above and beyond. This could be in the form of discount codes, gift vouchers, or even praise and recognition from the team!<\/li>\n
\nAre your employees happy? Send out regular pulse surveys<\/a> and keep an eye on the changing sentiment trends. This will allow you to set the baseline for your organization, notice the impact of changes, and take rapid action should employee sentiment be impacted negatively. When you show your employees you\u2019re there for them, you build trust over time. This leads to employee loyalty as your employees want to stay with the organization in the long run. And the outcome? You retain your top talent while also acquiring great new employees (after all, word of mouth isn\u2019t just for members!)<\/li>\n
\nWhen your employees are working hard for you, it\u2019s important to ensure that you work hard for them too. And the best way to show them you care is by offering benefits that truly hold value<\/a>. Instead of going the cookie cutter route, look to truly understand your employees\u2019 needs – talk to them, conduct surveys, seek feedback – and identify benefits that matter to them. This will allow you to go above and beyond in delivering benefits that matter. While some might want flexible working hours, others might want more vacation days and fewer sick leaves. Based on the job, you can work with employees to create benefits that really matter to them. This will show them how much you value their contribution to your credit union, ensuring that they are invested in credit union success, and building long-term loyalty.<\/li>\n<\/ul>\nGet started with a people-first culture!<\/h2>\n