Tom Glatt, Jr’s most recent CUinsight article “Hating On Your Selfie” is now online. The article suggests credit unions possess a distorted sense of how members actually perceive credit union service.
Consider this visual. A credit union executive strolls through a call center or lobby and observes credit union employees diligently working to process member requests. Staff members are smiling, members are tucking paper receipts or copies of loan applications into their pockets … all appears to be running like a well-oiled machine. Inside-out, everything looks great. But here’s what the executive can’t readily assess: how it all looks from the member’s point of view. Sure, a transaction has been processed, an application completed, but perhaps the member saw the experience as clunky, inefficient, maybe even dehumanizing.
The full text of the article can be found at http://www.cuinsight.com/hating-on-your-selfie.html
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