Don’t forget your members when choosing where to invest your budget dollarsAs 2014 comes to a close and technology budgets are finalized for the coming year, many credit unions are considering key technology investments for 2015. The obvious upgrades to core processors, online banking, loan origination systems, in-branch technology, and the like are, of course, at the top of the list. But there are also frequently overlooked options that credit unions should consider as key to improving their members’ banking experience. Some are small, some are big, but all three of these recommendations will be noticed and appreciated by your members.Go native with your mobile bankingMobile banking is the single biggest vulnerability facing most credit unions today and is the most likely entry point for competitors — both traditional and non-traditional financial institutions — to poach credit unions’ members. (Click here for a free report that examines the potential sources of disruption facing credit unions in the next year.) A quick search of the 20 largest banks and credit unions shows they all offer native apps for both Apple iOS and Google Android. Still, many credit unions are still not dedicating enough resources to this critical channel. In a recent report from Accenture, 67% of Millennials said they feel the traditional and digital experience they receive from their bank is “somewhat or not at all seamless.”Bridge the gap between in-app and in-branch experience by focusing on your mobile banking offering and adding all the functionality your members want — mobile deposit, PFM, p2p payments, etc. Then, make sure that the services available in both channels are connected and the service they provide from your employees in a branch is consistent with what is available within your mobile banking apps.Upgrade your website with responsive web designThe number of screen sizes being used grows on a daily basis: desktops, laptops, iPad, iPad Mini, iPhone (now in 3 sizes), Kindle Fire, Surface, Galaxy — the list goes on. How your credit union is represented on all of these devices, no matter what the screen size, is important to maintaining a uniform image. With 47% of members using the Internet or mobile devices as their primary method of banking, your image needs to be consistent in the same way that each of your branches are. The right image can attract members and encourage existing members to expand their relationship with your credit union; the wrong image can be offputting. Your most important branch is probably your website, not any single, physical location.Put simply, responsive websites improve how your content is presented, enhance readability, result in faster page rendering, and are SEO-optimized. Josh Rubin, renown interaction designer and co-founder of Cool Hunting, adds, “Responsive web design isn’t just about adapting the interface to screen size; it’s about understanding the situation people are in when they’re using different devices.” Responsive design isn’t a new concept, but it is more important now than it has been in the past as device types and sizes for both tablets and smartphones are rapidly multiplying. To check if your site is responsive, open your credit union’s homepage and slowly resize the screen using your mouse. If the layout doesn’t change and instead scroll bars appear on the bottom of the browser window, you don’t have a responsive website.Add social media channels to your member service programsSocial media channels — Twitter and Facebook in particular — are important for reaching members and protecting and building your credit union’s reputation. Brandwatch hit the nail on the head when it said, “Every meaningful social conversation can be nurtured into a real relationship that can eventually become a direct revenue opportunity, positive word-of-mouth, or direct referral.”Social media is the ultimate level playing field. The upside is that it’s as easy way for you to inject your brand into social media conversations as it is for much-bigger competitors. The downside is that it takes a dedicated team member who is adept at handling communications across different technology platforms and is committed to providing real-time responses in the spirit of your credit union’s member service ethos. Look for a digital native with social savvy — probably a Millennial — to run your social media programs with the goal to inform and educate the public, respond to your members in real time with general information about products or promotions, and move conversations to a secure channel when they become confidential and require privacy.Native apps, responsive websites, and social media connected member service are just a few areas that credit unions should look to substantially improve the service they provide their members. Don’t overlook these areas when creating your budgets or roadmaps for 2015. 36SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Andrew Tilbury Andrew Tilbury is the Chief Marketing Officer of Bluepoint and oversees Bluepoint’s integrated marketing strategy and product management including brand management, media relations, interactive marketing, and product management. Tilbury … Web: www.bluepointsolutions.com Details
116SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Cynthia Campbell Cynthia is a Credit Union Development Educator (CUDE), she holds a BS in Business Administration and an MBA from Elmhurst College in Illinois, and a master’s degree in Adult … Web: www.balancepro.org Details We are a busy society. When you ask people how they are doing, you can be sure that you will hear, “I’m busy” early on in the course of the conversation. Managing career, school, kids, exercise, housework, charity, and community involvement takes a lot of energy. It is no surprise that we are drawn to companies that make our lives easier by saving us time. Think about the companies that make doing business with them super easy, whether that be Amazon with one click ordering and or Domino’s with their online order tracker. Smart companies are figuring out how to give people the gift of time.Companies that save me time and make it easy to do business with them gain my loyalty. I am on airplanes a lot these days visiting credit unions and I am loyal to Delta Airlines. Their website and mobile app mirror each other (no need to learn two platforms) and are easy to use. They have all of the information needed to make my life more pleasant while traveling. I can get boarding passes, receipts, book flights, track my Sky Miles, and interact with a Delta rep. When I call them from my cell phone they answer with “Hello, Ms. Campbell, how can we help you?” I have even re-booked a Delta flight via Twitter! I will not use another airline because they have earned my loyalty.So what can credit unions learn from Amazon, Domino’s, and Delta? We can learn that while member satisfaction and net promoter scores are very important and something that credit unions do well with especially compared to banks, ease of use may be even a bigger driver of loyalty. Harvard Business Review first addressed this in a 2010 article called, “Stop Trying to Delight Your Customers.” We want our members to be satisfied and we want them to tell their friends how satisfied they are, that will never change. However, the credit union should be so easy to do business with that it causes them to want to do all of their banking with us, this is what will grow our share of wallet.How can you determine how easy it to do business with your credit union?An effort audit: With your top three member experiences, where are the pain points?Journey Mapping: Work with your subject matter experts to chart out the entire member experience with your top three member experiences. Include your strategists and map your dream state. The gaps drive your strategic initiatives.Live Observational Research: Watch your members and potential members use your website and mobile application. What you think they will do and what they actually do may be very different and help you to improve your omni-channel experience.Filene Research Institute will be releasing research on the Member Effort Score in November 2015. Want to put our research into action and make your member experience easier? Contact Cynthia Campbell / [email protected] / @CynCampbell
According to reports, Medeama Sporting Club have decided to walk away from their pursuit of Burkinabe forward, Sogne Yacouba.The club had been speaking to the player this week over the prospect of coming to an agreement.Yacouba is a free agent and had been the subject of interest from clubs in and outside Ghana and Medeama managed to get itself into a good position to bag the player.However, some reports say that Medeama are no longer interested in the deal because of some demands coming from the player’s representatives.According to Kickgh, Yacouba’s camp wants to commit to a three-month deal after which the player will head to Asia. In addition, the player is said to be asking for USD 100, 000 a year from the club.This appears to have thrown discussions out of gear and it could mean the end of all talk between the player’s camp and Medeama.
The Board of directors of Accra Hearts of Oak will meet on Thursday to decide on the vacant position of Chief Executive at the club.Hearts have been without a substantive CEO after Fred Crentsil refused to continue after the expiration of his contract at the end of last season.The meeting will draft the criteria and terms of reference for the next administrative head and also open applications from interested candidates.Three key names have emerged in running for the job with Former supporters chief Neil Armstrong-Mortagbe reported to be the leading candidate for the job.Also, former management member Randy Abbey and AshantiGold CEO Kudjoe Fianoo are all reported to be in the running.