Monday, February 5, 2018

Credit Union Members Still Value the Human Touch

By Anne Corrigan-Watson, Senior Performance Consultant

The digitization of many financial services, including innovations like robo-advisors and chatbots, means members can complete transactions without ever seeing another person.  However, despite the speed and convenience of digital advancements, many consumers still prefer and appreciate interactions with real people. 

According to a recent study from Accenture Strategy, 77 percent of surveyed individuals want human interaction when they need guidance.  In fact, Credit Union Times reported that banking is expected to become more human in the next 10 years, as members continue to expect knowledgeable, personalized service.

As demonstrated in a recent survey, today, members look to credit unions for personal financial guidance.  When 2,000 consumers were asked about the quality of service they receive at their credit union, 62 percent said that credit union representatives are always knowledgeable and able to help.  

In the high-tech world we live in, it still comes down to being personal, caring and staying member-focused.  That’s what it’s all about.  After all, the credit union philosophy is people helping people.

So, how can you continue to enhance the member experience and provide the personalized guidance your members expect?  One way to learn more is by attending our upcoming webinar series, Member-focused Conversations: Guide with Confidence. The online sessions are available for free to our credit union partners who use our lending solutions.

Our performance consultants will share tips on how to confidently guide members by asking consultative questions to help them make more informed financial decisions.  Register today for the latest insights, or check out the full schedule of our 2018 lending and coaching excellence webinars here.