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	<title>Member Loyalty Group</title>
	<link>http://memberloyaltygroup.com</link>
	<description>Listen. Act. Grow.</description>
	<lastBuildDate>Thu, 18 Feb 2010 16:55:24 +0000</lastBuildDate>
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	<item>
		<title>Webinar Recording &#8211; Beginning an Effective Net Promoter Program</title>
		<description><![CDATA[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 [...]]]></description>
		<link>http://memberloyaltygroup.com/2010/02/18/webinar-recording-beginning-an-effective-net-promoter-program/</link>
			</item>
	<item>
		<title>What does a loyal member look like?</title>
		<description><![CDATA[We often hear the question, &#8220;What can we do to create more loyal members?&#8221;
This is a tough question (and basically the reason for the existence of our company). When faced with a tough question, I find that it&#8217;s helpful to create a picture or tell a story to better define the problem I&#8217;m trying to [...]]]></description>
		<link>http://memberloyaltygroup.com/2009/12/21/what-does-a-loyal-member-look-like/</link>
			</item>
	<item>
		<title>NPS, the NFL and an Ohio Credit Union</title>
		<description><![CDATA[Recently, I had the great pleasure of visiting the team at Wright-Patt Credit Union in Fairborn, Ohio. We’ve been working with Amanda Minehart, their Service Quality Manager, for the past year to kick-off their Net Promoter Program. Wright-Patt has always been a member-focused, service-driven organization…and they were ready to take it to the next level [...]]]></description>
		<link>http://memberloyaltygroup.com/2009/10/28/nps-the-nfl-and-an-ohio-credit-union/</link>
			</item>
	<item>
		<title>Satmetrix Announces NPS Webinar Series</title>
		<description><![CDATA[As a group of Net Promoter practicioners, we get a lot of questions about how to &#8220;do&#8221; Net Promoter or how to improve NPS. What are other credit unions and companies doing? Here&#8217;s your opportunity to learn from some of the best in the business&#8230;
Satmetrix announced a great line-up of NPS webinars this fall. If you&#8217;re implementing [...]]]></description>
		<link>http://memberloyaltygroup.com/2009/10/06/satmetrix-announces-nps-webinar-series/</link>
			</item>
	<item>
		<title>Feedback is a Gift</title>
		<description><![CDATA[Early in my career at Baxter Credit Union, I committed a faux pas during an interaction with one of our partners (vendors others may call them – but most are truly partners at BCU.) Mike Valentine, the CEO, very pointedly called me on it. He could see my obvious unhappy reaction because he said  [...]]]></description>
		<link>http://memberloyaltygroup.com/2009/08/03/feedback-is-a-gift/</link>
			</item>
	<item>
		<title>10 Letters a Day</title>
		<description><![CDATA[Several recent articles about President Obama pointed out that every day he gets a purple folder with 10 letters from Americans that are representative of the thousands of messages in the days&#8217; mail. He personally reads the letters and the writers receive a presidential response. Sometimes even a call. He does this to &#8220;stay in [...]]]></description>
		<link>http://memberloyaltygroup.com/2009/06/11/10-letters-a-day/</link>
			</item>
	<item>
		<title>Little Shop of Horrors</title>
		<description><![CDATA[Relax &#8211; you won&#8217;t feel a thing

There is a relatively new, high-profile dentist in Chicago.   She started her practice not far from my home with a direct marketing campaign that was extremely well done.  Great branding.  An appealing, immediately recognizable name, good graphics and compelling price and service offers.  Something you rarely see from [...]]]></description>
		<link>http://memberloyaltygroup.com/2009/05/12/little-shop-of-horrors/</link>
			</item>
	<item>
		<title>Voice response should be less responsive.</title>
		<description><![CDATA[&#8220;Maybe make the voice recognition less responsive as any background noise  makes it engage and lengthens the experience.&#8221;
Brian, UT
Promoter
Net Promoter Score:  10
]]></description>
		<link>http://memberloyaltygroup.com/2009/05/07/voice-response-should-be-less-responsive/</link>
			</item>
	<item>
		<title>They don&#8217;t charge for stupid things.</title>
		<description><![CDATA[&#8220;I really like the CU. They treat me well. They don&#8217;t charge for stupid things like check cashing, or using the cash machine. good interest rates, good service.&#8221;
Owen, UT
Promoter
Net Promoter Score:  10 
]]></description>
		<link>http://memberloyaltygroup.com/2009/05/07/322/</link>
			</item>
	<item>
		<title>Juanita was FANTASTIC!!</title>
		<description><![CDATA[&#8220;There was absolutely nothing more you could have done, we could not believe how easy we had it. Another woman I work with is still waiting for her house to be appraised before she can refinance with a different lender. Juanita was FANTASTIC!!!&#8221;
Alison, WI
Promoter
Net Promoter Score: 10
]]></description>
		<link>http://memberloyaltygroup.com/2009/05/07/juanita-was-fantastic/</link>
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