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	<title>Member Loyalty Group</title>
	<link>http://memberloyaltygroup.com</link>
	<description>Listen. Act. Grow.</description>
	<lastBuildDate>Wed, 18 Aug 2010 16:24:39 +0000</lastBuildDate>
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		<title>The solution to baby slapping &#8211; NPS certification.</title>
		<description><![CDATA[In 2008 I attended the first ever Satmetrix NPS Certification course. I loved it &#8211; Changed my life. Quality speakers, challenging scenarios, amazing networking. The course is not inexpensive &#8211; and so I’ll admit on the first day I’m thinking “This better be worth it.” Let me tell you &#8211; it was worth every penny. [...]]]></description>
		<link>http://memberloyaltygroup.com/2010/08/18/the-solution-to-baby-slapping-nps-certification/</link>
			</item>
	<item>
		<title>Loyalty Economics: Part III</title>
		<description><![CDATA[An often downplayed or discounted differentiator between credit unions and retail banks is the cooperative structure. It’s true that by placing the phrase “We are a member-owned financial cooperative with a volunteer board of directors” may not be a very compelling marketing statement in a crowded marketplace. But NPS leaders have found that by acting [...]]]></description>
		<link>http://memberloyaltygroup.com/2010/07/09/loyalty-economics-part-iii/</link>
			</item>
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		<title>Loyalty Economics: Part II</title>
		<description><![CDATA[SF Fire Credit Union
 
SF Fire Credit Union serves the Northern California Firefighting Community and those who support them with 2 full-service branches. They have $649 million in assets and serve 26,000 members. In the spring of 2008, they began a new leg on their NPS journey with Member Loyalty Group. You see…SF Fire Credit Union was one [...]]]></description>
		<link>http://memberloyaltygroup.com/2010/06/25/loyalty-economics-part-ii/</link>
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		<title>Loyalty Economics: Part I</title>
		<description><![CDATA[The first time I heard that phrase, loyalty economics, was at the inaugural Satmetrix Conference in New York City in 2007. Fred Reichheld was the opening speaker. He has spent a working lifetime researching loyalty. His discovery? Quite simply, loyalty pays.
The Member Loyalty Group (MLG) is celebrating our second anniversary this month. In just two [...]]]></description>
		<link>http://memberloyaltygroup.com/2010/05/24/loyalty-economics-part-i/</link>
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		<title>Easy is Hard</title>
		<description><![CDATA[
In the just published Filene Research Study on Net Promoter Scores in credit unions, we had the opportunity, in partnership with Dr. Laura Brooks from Satmetrix, to explore the state of member/customer loyalty in financial institutions.  In the credit union/bank loyalty face off, it was no contest.  Credit unions outperformed banks hands down.  
What was really [...]]]></description>
		<link>http://memberloyaltygroup.com/2010/03/22/easy-is-hard/</link>
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		<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>
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		<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>
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		<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>
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