There’s one thing Americans have in common going into election season…everyone is looking for some comfort that everything is going to be ok. In a poll by the American Psychiatric Association, 73% of respondents say they’re feeling anxious about the election. And according to a recent survey of 1,000 Americans by Myriad Genetics, 40% said they feel heightened anxiety or depression due to the election.
In a charged environment full of discord and uncertainty, an interaction with their friendly neighborhood credit union gives members a level of comfort. That comfort extends beyond their financial well-being and reassures them that everything is going to be ok.
And if they know they’re going to get the same great experience with every interaction, it might even become a reprieve from the craziness of the next few months. How do you achieve a credit union member experience that’s a source of comfort for your members?
Let’s take a look.
Neutralize the Environment
The news is on everywhere. It keeps people informed, but it also causes a lot of stress. Are your in-branch screens tuned to the news? Switch to something lighter like “The Great British Baking Show” or “The Travel Channel.” Do you have a news ticker or intermittent news screens on display? Change it up with individual pictures of your staff with their pets or their favorite quote.
Make sure the branch, and by extension your digital experience, are light, bright and cheerful. Use flowers, uplifting images or even warm smiles. Whatever it is, make sure it’s a consistent part of your credit union member experience so people can count on it.
Be More Present in your Local Community
Credit unions are all about supporting their communities. Now (more than ever) is the time to show up in the community as a cohesive team doing good for those around you. With the media often focusing on negative stories, give your local media something positive to report on.
Focus on the Positive
This is the year to go all-out with your credit union member experience for International Credit Union Day on October 17. Make it fun, social and something to celebrate. Look for opportunities to have simple parties at your branches. Don’t be afraid to make something up too! Fill your social media pages with positive stories of how you help your members, what employees are grateful for and photos of those community events in which you’re participating.
This fall, your credit union member experience must be a ray of light and source of comfort for your members. A few simple yet mindful changes can have a huge return this season and into the future.
Are you wondering how to revamp your credit union member experience into something that’s consistently positive? On The Mark Strategies helps credit unions throughout the country create journey maps and train employees on excellent member service. Craft an experience that earns your members’ votes every time.
Book a free consultation today.
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