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Pay attention to member experience

first_imgI recently ran across this quote from former CIO and Senior VP of Dell, Jerry Gregoire, “The customer experience is the next competitive battleground.”  Right? Unfortunately, not EVERYONE is paying enough attention to that very big cog in their organization’s engine. When was the last time you looked at what YOUR members are experiencing from a lens OTHER than your own? It’s an important question to ask yourself and your team if what you really want is to not only compete in our world today. You know the old saying, “good news travels fast, but bad news travels faster?”  It’s never been more true than it is in a world where social media is front and center and member tolerance for less than perfect is slim to none. So, what can YOU do to ensure that your members are raving fans and stay that way for the long haul?  Step ONE – pay ATTENTION to what matters. Step two – follow these five strategies: Get out in front of social media.  What are people saying about your Credit Union?  Have you checked Yelp? Twitter? Facebook? Are people saying good things or bad?  Are you responding to comments? Likes? Forwards? Reviews?  Are you reading the information with an open mind and looking for every little way you can improve the experience your members feel when they interact with your Credit Union? Every bit of information is valuable. Remember these wise words from Bill Gates, “Your most unhappy customers are your greatest source of learning.”Mystery shop or blind call your Credit Union.  There are services everywhere that are experts at analyzing the member experience of organizations. From sending in mystery shoppers to cold dialing your service department to testing your technical team.  This can be illuminating on so many levels.  It’s easy to get myopic when it comes to our own team and what we believe to be an amazing experience, and often, your staff is on the money in terms of service and standards. But it never hurts to check in with an outsider’s perspective now and again to see what’s really a true member experience so you’ll know what to tweak and change. Create focus groups. Pull a group of your good members together and ask them for feedback on what’s working and what’s not. Let them know your goal is to continuously elevate and improve their experience. Walk a mile. Ever hear that saying, “walk a mile in someone’s shoes”? When was the last time you purchased from your Credit Union? From start to finish? From phone call or web portal all the way to product in hand or service met?  It can be quite enlightening.  Review your communications.  Listen to your voice mail lately? Read your signature line? Hear your outgoing message? Update your website? Take a look at your business cards? Did you put all that together in 1990 and haven’t changed it since?  Our “signatures” in all the different communication forms they come in have affect the customer experience. I love Toni Newman’s ideas. She speaks about innovation and shares all the ways these touch points can be innovated to elevate the customer experience. Check her out at www.toninewman.com.Lastly, take away this thought from Jeff Bezos, CEO of Amazon, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Yes Jeff! He’s got the perfect idea. Make your business a party people want to keep attending friends. They’ll be customers for life when you do.   I’d love to hear from you! Share your ideas with us here! 27SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Neen James Think force of nature. Boundless energy. Timely topics. Laugh out loud fun. Eye opening ideas. Take-aways that ACTUALLY create positive change.  Sound like what YOU’RE looking for? Then Motivational … Web: www.neenjames.com Detailslast_img read more

Etiquette classes for young ladies in Russia

first_imgEgypt and Russia mourn crash victims Schools of etiquette have long been popular in Russia, but the Austrian Higher School of Ladies claims to offer the first courses modeled on European aristocracy.Schooling in the social graces can begin as early as the age of three, according to an etiquette school in Russia. Table manners, horseback riding, and ballroom dancing are among the disciplines that accomplished women of any age can acquire. Ebola Xenophobia in Russia Related EgyptAir barred from Russialast_img read more

Svenska Spel delivers on social mandate despite COVID-19 impacts

first_img Svenska Spel delivers major venue upgrade by going cashless with IGTPay  May 21, 2020 Svenska Spel has revealed that the remainder of 2020 ‘looks brighter going forward’, after the operator confirmed that COVID-19 had affected group revenues.Publishing its interim results for the period January – June 2020, Svenska Spel reported a 10% drop in net gaming revenues compared to 2019, having fallen by SEK 394 million to SEK 3.7 billion (€356m).Operating profit during the first half of the year amounted to SEK 1.2 billion (€121m), reflecting an increase of SEK 121 million.The increase in profits, according to Svenska Spel, ‘is primarily due to higher net gaming revenues for the Tur (interactive) business area, reduced operating costs and a positive effect on the gaming tax due to lower net gaming revenues and large profit payments’.Commenting on the results, Patrik Hofbauer, President and CEO of Svenska Spel said: “We show innovative power and perseverance during a tough time by continuing to launch new games and improve the gaming experience for our customers.“Despite the fact that COVID-19 has had significant impacts in many ways, and despite the fact that it is not over yet, it looks brighter going forward. We are on the way up again after having managed the rapid transition to the big and unexpected changes during the spring.”In a bid to offset the suspension of live sporting events, Svenska Spel grew its online casino offering, with more than 1,000 games available on its casino site by the end of June.While there was an increased number of players accessing its online casino site, the operator highlighted that there were little signs of an increase to problem gambling rates.During the six month period, Svenska Spel underscored its commitment to supporting its partners, having made an advance payment of Gräsroten (grass root programs), which meant that 3,600 associations in the country were allowed to share a combined SEK 20 million payment in May. Related Articles StumbleUpon Svenska Spel urges government to ban lottery betting June 9, 2020 Submit Share Share Svenska Spel becomes 2020 eHockey Championship sponsor August 18, 2020last_img read more

Alpena High seniors named semifinalist in National Merit Scholarship Program

first_imgAddThis Sharing ButtonsShare to FacebookFacebookShare to TwitterTwitterShare to MoreAddThisALPENA, Mich.—Over 1.6 million high school juniors entered the 2020 National Merit Scholarship Program by taking the 2018 PSAT.  Two at Alpena High School were named semifinalist.Among 16,000 semifinalists for national merit scholarships–Matthew Fisher and Emmeline Hanna were chosen.Semifinalists represent fewer than 1% of high school seniors who received the highest PSAT scores around the country. Both are competing for finalists in the National Merit Scholarship Program. 7,500 scholarships are being offered, that are worth more than $31 million dollars.Fisher says, “It is an honor to represent Alpena High School being one of four students that have qualified in the last 9 years.”The national merit scholarship winners of 2020 will be announced in the beginning of April.Want to see more local news? Visit WBKB 11 News Website.Stay in touch with us anytime, anywhere. AddThis Sharing ButtonsShare to FacebookFacebookShare to TwitterTwitterShare to MoreAddThisAddThis Sharing ButtonsShare to FacebookFacebookShare to TwitterTwitterShare to MoreAddThisContinue ReadingPrevious Thunder Bay Junior High School rededicates Freedom ShrineNext Trainer gives tips to stay fit this winterlast_img read more

Dembele thrilled with Zidane praise

first_imgCeltic Zidane praise gives me an incentive to improve – Celtic ace Dembele Robin Bairner Last updated 1 year ago 19:59 11/22/17 FacebookTwitterRedditcopy Comments(0) Moussa Dembele Getty Images Celtic Zinédine Zidane PSG v Celtic APOEL v Real Madrid Real Madrid PSG APOEL UEFA Champions League After being compared to Ronaldo, Thierry Henry and Raul by the World Cup winner, the 21-year-old is determined to reach his potential Celtic striker Moussa Dembele has revealed that praise from Zinedine Zidane has spurred him on to fulfil his potential.The France Under-21 international returns to his hometown on Wednesday as the Scottish champions meet Paris Saint-Germain in the Champions League, with the 21-year-old striker one of their star attractions.Dembele 13/5 to score v PSG Article continues below Editors’ Picks Lyon treble & England heartbreak: The full story behind Lucy Bronze’s dramatic 2019 Liverpool v Man City is now the league’s biggest rivalry and the bitterness is growing Megan Rapinoe: Born & brilliant in the U.S.A. A Liverpool legend in the making: Behind Virgil van Dijk’s remarkable rise to world’s best player Dembele has been watched by many of Europe’s biggest clubs and was the subject of praise from Real Madrid boss and France legend Zidane.“I have played with the greatest strikers, Ronaldo, Thierry Henry, Raul, and you knew on the biggest occasions they would win you games – and Dembele is already showing that,” ‘Zizou’ said of his compatriot. “I do understand now that the biggest clubs in Europe are being linked with him and that will be his destination eventually – but my advice now is ignore it all.”HD Moussa Dembele CelticThose words have delighted the hitman, whose value has been placed at around the €20 million mark.“It means a lot to me when a legend – because Zidane is a legend – praises and makes positive comments about me,” Dembele told UEFA’s official website. “It’s good. I was pleased but at first I was shocked to hear that. The fact that my work is not something that goes unnoticed, and the fact that a legend like Zidane speaks like that of me, my football ability and especially my future, gives you an incentive to wake up in the morning and do a better job than others, and get where I want to be.”Dembele missed PSG’s 5-0 win at Celtic Park in September due to a hamstring injury but has scored six times in 13 outings for the Hoops this season, despite starting only a handful of those fixtures.last_img read more

Law limitations are said to be hurting Police investigations

first_imgFacebook Twitter Google+LinkedInPinterestWhatsApp Facebook Twitter Google+LinkedInPinterestWhatsAppProvidenciales, TCI, July 22, 2016 – Laws in the Turks and Caicos need to be swiftly amended if we are going to see more crimes solved.  For the second time in a week, there has been key reference made to the limitations in TCI Law which seems to inhibit Police; the old standards now in place are hurting investigations and helping criminals get away with murder and more.A media statement by the Commissioner of Police, James Smith yesterday listed where there are weaknesses. I quote him now:  “Keeping our borders secure is crucial, biometric information and the ability to easily take DNA samples will enhance our capabilities to solve crime and identify perpetrators, updated criminal evidence legislation, a change to the way we manage our roads, vehicles and driving licenses, along with a number of other legislative improvements that I have already discussed with government, should combine to significantly improve safety and security,” said James Smith, Police Commissioner.A week ago today, the Premier, Rufus Ewing addressed the same issue, and expressed that his government will make the changes in law once informed of what those changes need to be. “The police commissioner also mentioned this morning that we need some amendments to our laws, I said well if we need amendments to our laws to enable things like DNA and  DNA sampling or enlarged scale of DNA sampling then tell us what amendments we need.”But when Magnetic Media checked the media release from the June 30th National Security Council meeting it exposes that not only was there a presentation of laws that need desperate improvement, but that the Premier, Dr. Rufus Ewing was there, the Border Control Minister, Donhue Gardiner was there, that the Police Commissioner and his Deputy were there; that the Governor Peter Beckingham and his Deputy Governor was there and the Attorney General also made the roll call.  Everyone who could swiftly affect change in the laws of the land, was present and accounted for and the only question is now whether or not they will move expeditiously in order for the Turks and Caicos to see an end to reports where as much as 75% of crime goes unsolved.  Related Items:last_img read more