Release date: June 8, 2016
Duration: 50 Minutes
For years, credit unions have used annual surveys to gauge their members satisfaction with credit union service and offerings, and for just as long, credit unions have been proud of their superior scores compared to banks. If credit unions have such happy members, then why is growth rate so low?
In this session, youll learn the five critical things your survey isnt telling you, including why member satisfaction is not what you should care about, why net promoter scores only tell you part of the story, and the single most important loyalty driver to our industry. This session is perfect for any member of management who cares to make sound strategic decisions based on feedback from the credit unions most important stakeholder its members.
MEET THE PRESENTER
Jim Kasch has more than twenty years business experience, most of which with credit unions. His roles have ranged from teller to CEO. In 2010, he was hired to be the Chief Executive Officer for Darden Employees Federal Credit Union (DCU), chartered to serve the more than 200,000 employees of Darden Restaurants, Inc. In six months, he and his team built a primarily virtual delivery credit union offering a full suite of products and services.
In 2015 Jim initiated, negotiated, and executed a merger between Darden Employees Federal Credit Union and USF Federal Credit Union in Tampa, Florida. He is now Principal at Canidae Consulting, a credit union consulting firm that specializes in member intelligence, strategic plans, Millennial growth strategies, virtual delivery, member engagement and sales training.