Author: Michelle Bloedorn

Measure and Understand your Digital Experience

7 April 2022
Michelle Bloedorn
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Categories: Uncategorized

Introducing Digital Experience Analytics (DXA)
Delivering a frictionless digital experience is essential to attracting and retaining members. Creating this experience can be challenging, because the majority of members will leave your site without providing feedback on what was good and bad. Digital Experience Analytics can identify and prioritize the most urgent experience issues impacting engagement across your website and app. Member Loyalty Group is excited to offer this powerful new tool as a complement to our core voice of the member program or as a standalone product for credit unions wanting a deeper understanding of their digital experience.

Learn your Digital Experience Score (DXS)
At the core of Digital Experience Analytics’ technology is the Digital Experience Score (DXS®). DXS is the first validated, universal metric that calculates the quality of every user’s experience on a scale of 0-10.

This intelligence is represented by an overall score, as well as scores for five key pillars of the digital experience: Engagement, Frustration, Form, Technical, and Navigation. These individual scores provide valuable insight on how your site and app are performing.

Know immediately which issues need attention
In the background, Digital Experience Analytics automatically scores and prioritizes the most urgent negative experience issues so you know where to focus.

Pinpoint the cause of issues to improve experiences
Dig deeper to step into your members’ shoes, empathize with their experiences, and identify improvements.

  • Session Replays: Get to the root cause of uncovered anomalies by watching the screen recordings of your online visitors
  • Heatmaps:  Visualize on-page user behavior to increase engagement and conversion
  • Customer Journeys: See the exact paths users take and evaluate their online experiences every step of the way.

To see a demo of the program in action, contact us or request a demo.
To learn about the science behind DXS, read this whitepaper from our partner Medallia.

DXS is a registered trademark of Medallia

Prioritize efforts with Action Intelligence

26 August 2021
Michelle Bloedorn
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Categories: Uncategorized

Artificial Intelligence built specifically for Experience Management
Credit unions are capturing more experience data than ever before. The ability to detect patterns, anticipate needs and predict behavior is now critical in prioritizing resources and action. Action Intelligence does the heavy lifting, minimizing the need for complex manual analysis.

  • Identify at-risk members needing attention
  • Discover high-impact ideas raised by members and employees

Identify at-risk members
Identify members at risk of leaving, potential detractors, and others in need of immediate attention with greater accuracy than scores alone. By leveraging a member’s comments along with their score, a more accurate assessment of risk takes shape. This allows MX teams and frontline employees to prioritize and tailor follow-up actions.

See high-impact ideas raised by members and employees
Automatically discover suggestions and ideas within individual member and employee feedback. Action Intelligence parses your experience data for suggestions, ordering them by how actionable they are. Armed with this knowledge, credit unions can test new ideas at a faster pace and consistently improve their overall member experience.

To learn more about Action Intelligence or to see the program in action, Contact us or request a demo.

Pull Social Media into your MX view

8 July 2021
Michelle Bloedorn
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Categories: Uncategorized

A complete view of the Member Experience
The social media component of our program aggregates feedback from numerous social channels and review sites and presents it alongside survey feedback for a unified voice of the member. See comments and ratings from Facebook, Facebook Reviews, Google Reviews, Instagram and Twitter.

  • View scores and trends for the overall organization or by location
  • See local competitor scores and reviews
  • Receive alerts for new or low score reviews, and respond right within the system.

View feedback for the overall organization
See average scores across all social platforms and by specific site. Trends are displayed, along with individual comments. Comments are analyzed for topic and overall sentiment.

See how you compare to the local competition
The Rivals tool of our Social feature allows credit unions to see how their social media scores, rankings and responses compare to other local financial institutions. Credit unions are able to add competitors for the main credit union or even different locations. Commentary for rivals is viewable to help understand the ‘why’ behind competitor scores.

Trigger alerts based on social feedback
Built-in alert workflows make it easy for team members to systematically close the loop with members. Alerts can be triggered to address at-risk members or thank promoters.

Respond directly through the VOM platform
Responding to positive feedback is nice to do, and responding to negative feedback is critical to maintaining trust and transparency. Team members can easily respond to member feedback directly through the system. Responses are posted to the social site from which the feedback originated.

This is just a quick snapshot of our social media feedback integration. To learn more or to see the program in action, Contact us or request a demo.