Member Experience - Consumer-Centric Strategic Advantage

 Member Service  Leadership/Management

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

The “experience economy” has arrived. And it’s changing everything! Understanding this evolving reality and managing your credit union to benefit from its lessons is a game-changer. The experience economy leads us away from commodity-based product pitching, helping credit unions avoid the price-based race to the bottom. Twenty years after the publication of the groundbreaking book, The Experience Economy, by Professors Pine & Gilmore, academics and business leaders are still struggling to apply the lessons of today’s economic revolution. Is effective experience strategy necessarily daunting?

It’s time to tackle experience strategically and get it right. Experience initiatives require creativity, commitment and change. Structuring these initiatives, managing them and measuring their impact and their effects on the bottom line are critical elements of experience initiatives. Welcome to member experience management! In Member Experience—Consumer-Centric Strategic Advantage, Matt Purvis will explain why and how this stage of economic development is tailor-made for credit union success.

You’ll understand:

  • Competitive forces that have changed the nature of competition in retail financial services
  • Generational dynamics that make experience initiatives critical to credit union growth
  • The essential role of new Human Resource management tools in successful experience initiatives
  • Impact of successful experience initiatives on the bottom line
  • The unique power differentiated experiences bring to “the credit union story”

Program Length: 71 minutes

Who Should Attend

  • CEO
  • Board of Directors
  • Supervisory Committee
  • Senior Management

Meet The Presenter:

A dynamic, multidisciplinary business leader, Matt Purvis drives organizational profit by creating charismatic brands and organizations that bring their brands to life. Creator of Brand Animation™, Matt is a frequent industry speaker, brand thought-leader, and marketing innovator.

Named a top-twenty rising business leader by Oregon Business Magazine, Matt’s career covers wide-ranging territory. He has managed presidential political campaigns, worked as a fully licensed securities agent, led Northwest Community Credit Union’s marketing, sales and branch operations as Chief Experience Officer and is the former President & CEO of Burley Design Cooperative, an award-winning, worker-owned sporting goods manufacturer.

Fascinated by the intersection of leadership, branding, and motivation, Matt is passionate about helping organizations differentiate themselves in the financial services industry. These interests led Matt to launch his own business to help financial institutions innovate through strategic planning, leadership development and management training, target market and marketing assessment, and brand-based sales training, which combined result in brand animation and increased revenue for clients.


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