Your member just stopped in to do business with you. How did they feel about their experience? Will they come back? Do you wonder what they say about your organization to their friends and family?
Wright-Patt Credit Union wanted to see how close they were coming to their goal of being the best financial institution their members had ever experienced and the best place their employees had ever worked, by asking just these sorts of questions. So, they embarked on their Net Promoter® journey.
In this webinar, What’s the Story Once They’ve Gone?, Amanda Minehart, Service Quality Manager at Wright-Patt Credit Union, will share how their Net Promoter® Program is resulting in a culture change that is moving them closer to their goals and reminding them that they have not one, but two jobs: serving their members, and serving their partner employees who serve their members.
You’ll learn the steps that Wright-Patt took to implement their program and communicate its importance across their organization. Plus, hear how dashboards, internal score reporting, member center monthly updates, and “Walls of Fame” all serve to keep employees onboard with the program and enthused about their contributions.
Net Promoter, NPS and Net Promoter Score® are trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
This webinar was recorded on February 17, 2010.
