What We Do
What’s the secret to member loyalty? Making every member interaction consistently flawless, surprisingly easy, and extraordinarily engaging. We put the voice of your member at the fingertips of every coach and executive at your credit union so that you can put the member into every conversation at your credit union – from coaching branch team members to improving account processes.
Here’s how we do it.
We provide in-the-moment feedback from your members and outside consumers on the precise factors that lead to member loyalty through MemberShoppers. We pinpoint the highs and lows of specific member events through MemberView–everything from closing a mortgage to using your mobile app. But we don’t stop there.
We help you put the data into action. We train and guide team coaches to improve individual performance. We alert your team so they can recover unhappy members. We help strategic improvement teams discover why members love or leave delivery channels and account processes. And we build in dynamic trending, Net Promoter® scoring,* Member Effort scoring, and industry benchmarking so you know where you are at each moment in the journey to creating the ultimate member experience.
*Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Bain & Company, and Fred Reichfield.
MemberView Omnichannel Voice of Member
Listen to the voice of your members and create an unparalleled brand experience with MemberView. Engage members at moment-of-truth touchpoints. Applying for a loan. Opening a checking account. Using your mobile app. Act immediately with low score alerts. Push positive reponses to social media. Plan strategically with built-in process improvement tools.
MemberShoppers Mystery Shopping
Focus on what matters. Consistent delivery of your credit union’s brand promises drives member loyalty. MemberShoppers combines the science of mystery shopping with the art of coaching for performance improvement. Find out why more credit unions choose MemberShoppers than any other mystery shopping provider.
MemberXP Complete Member Experience Suite
Get the power of our complete suite of member experience tools. They’re included for every MemberView and MemberShoppers user:
- MXProdigy dynamic analytics online platform
- MXPeer benchmarking and goal-setting
- MXPerformance leadership, coaching, and employee recognition