KANSAS CITY, Mo.-Retaining members, especially the new business from banks, should be a top priority in 2010, according to Debbie Baumann, VP-operations at the $413-millon Mazuma Credit Union.
"To do that it's all about creating the member experience," Baumann said. "We want to create the right member experience and have them become our advertising."
To make members feel at home at the CU, Mazuma has rolled out a new website that allows members to customize what they see when they come to the homepage. The approach, called My Mazuma, allows members to focus on the services of the credit union that are the most important to them, Baumann said. "You can't just meet member expectations this year, you have to exceed them," she said. "And you can do that by providing them with the experience they want."
It takes more than a website, Baumann added. It's making sure that staff are always courteous and know members' needs, and that the CU stays in regular touch.
"We do follow-up surveys and phone calls to all new members. We ask if we have missed any opportunities to help them. We keep them feeling warm and fuzzy about the credit union," Baumann said.
