How to Create Meaningful Member Experiences

Total Expert Chief Customer Officer Sue Woodard was featured in Credit Union Times to outline her three-step approach to building lifelong member relationships.

We all have a relationship with a financial institution, so it’s easy to put on the hat of your members and think about that credit union member experience.

Do your members feel you understand them, and that they are the center of your world? Do you have a clearly defined, data-informed plan for success, so that you show up at the right times, with the right message in the right channel – providing the guidance and education they need? How do you celebrate your members when they win, making them the hero of your brand story?

Your members knowing that they are at the core of your business – that is true success. But what does that look like? In today’s digital world, communication channels are constantly evolving and members’ financial situations are dynamic. As your members navigate economic hardships and embark on major life events, you can use digital tools and technology to stand alongside them with personalized attention, guidance and recognition.

Here’s a three-step path to building deep, meaningful relationships with your members.

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