Five Critical Things Your Member Survey Isn't Telling You

 Member Service  Business Development/Marketing

Registration and Pricing Information

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Registration Investment:
FREE for Power Learner Passport
$200 for Affiliates Non-PLP
Non-Affiliated Contact Leslie Poole

Program Description

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, you’ll learn the five critical things your survey isn’t 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 union’s most important stakeholder – its members.

Program Length: 50 Minutes

Who Should Attend

  • Business Development
  • Marketing
  • Public Relations
  • Operations
  • Member Service
  • Senior Management

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.


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