Strategies to Create a Member Experience
 

 Member Service  Business Development/Marketing

Registration and Pricing Information

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Registration Investment:
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$200 for Affiliates Non-PLP
Non-Affiliated Contact Leslie Poole

Program Description

Less foot traffic equals fewer branch opportunities for new business. Where will your growth come from?
Remote delivery channels are the key to your continued growth, but only if you are able to deliver a great experience every time your member touches you electronically.


Your credit union’s culture needs to shift from F2F (Face-to-Face) to ETP (Every Touch Point). Every time an employee touches a member through online, mobile, chat, email, or text, what are they experiencing? Is your culture providing that high level of service through your electronic touch points every time?

Pierre Cardenas will help you examine these questions:

  • How quickly do members get service at your credit union?
  • How long does it take for a member to get a loan from cradle to grave or application to funding?
  • How long do members have to wait before someone returns their calls?
  • How easy is it for a member to reach someone who can resolve their problem?
  • Where are you placing your resources and expertise?
  • What services should stay at the branch and what should shift to your remote delivery channel?


Program Length: 60 Minutes

Who Should Attend

  • Business Development
  • Marketing
  • Operations
  • Member Service
  • Call Center

Meet The Presenter:

Pierre Cardenas has 30 years in the financial industry at both credit unions and banks.  He has held executive level positions in organizations from $140 million to a billion in assets.  He has built and managed consumer, mortgage, indirect and commercial programs along with building innovative remote delivery channels and retail branch experiences. He has extensive operations, sales and service experience and has built, managed and expanded numerous service level, culture transformation programs at credit unions all over the US.  Pierre started his own business “Innovators of Change” in 2008 while serving as the Senior VP of Retail at a $540 Mill CU. In 2010 Pierre joined forces with Brett Christiansen & CU Lending Advice, specializing in innovative direct lending solutions in underwriting, sales, training, BPI, along with loan portfolio management & evaluation.   In January of 2015 Pierre took over the position of CEO of Capitol Credit Union in Austin, Texas a $122M in assets.

 

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