Tuesday, October 3, 2017

Deliver a Convenient Employee Experience

By Karim Habib, Director, Sales & Marketing Lender Development Program

Consumers’ lives are moving faster than ever, and their demand for convenience puts increasing pressure on credit unions to improve the experience they deliver. While this convenience economy is evolving outside your credit union, have you ever stopped to think about its impact on the inside, specifically on your employees?

As you add convenient channels and services, it’s important to consider how you’re preparing your staff to engage with members through these new opportunities. But how you train can be just as important as the topics your cover. Remember, your employees are also consumers, and they bring this same convenience mindset to work each and every day.

Compounding the challenge is today’s multi-generational workforce, with five generations in the workplace for the first time. Given this incredible diversity, both in terms of experience and expectations, it’s easy to see that the standard approach to training is no longer the answer.

When you make training stimulating, personal, fun, and convenient, your workforce is more engaged and more attuned to your business objectives. Engaged employees ultimately perform better, eager to help your members find the right solution as they pursue financial security.

Jack Welch, the former CEO of GE, once said “If the rate of change on the outside exceeds the rate of change on the inside, the end is near.” While delivering convenience to your members is vital, it’s also critical to meet your employees’ needs and expectations as well.

Learn more about delivering a convenient employee experience, including four keys to upskilling your staff and improving performance. Read the full article here.