Exceptional Experiences: A practical look at service design and how it can help you have happier members
The importance of providing a stellar member experience is receiving a lot of attention these days, and that’s a good thing. As consumers, we all have brands we can’t live without and those that will never get another dime out of our pocket. And, as the world gets smaller and new competition continues to impress consumers, it raises the bar for everyone. Our members both want and expect our service experience to be on par with the other brands they love, whether those brands are in financial services, or not.
In order to remain relevant, we must not only become great at designing service experiences, but consistently evolving that experience. As marketers, we are well suited for this work and borrowing from the service designer’s toolkit can help us.
During this webinar, we will take a look into the world of service design and highlight best practices found in this discipline. This includes practical tactics to help you listen to members more effectively, work cross-functionally to identify pain points and design solutions and consistently deliver meaningful improvement to your member experience. These are among the techniques behind the secret sauce in those experiences that have thoroughly impressed you and they are the same things that can help you design your own ‘wow’ experiences.
Date: Thursday, April 19, 2018
Time: 11:00 am – 12:00 pm PST (2:00 pm – 3:00 pm EST)
Cost: FREE for MAC members $29 for non-members
SVP Marketing at Local Government Federal Credit Union, Raleigh, North Carolina
Sponsored by: Austin Williams