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What Measures Matter for Member Experience?

By Michelle Bloedorn, CEO of Member Loyalty Group This blog was originally published on Almost every day I read about a new, “perfect” measure that will be the “North Star” to use toward understanding our members—to make them happy, loyal, and profitable. You may have heard of some of these: satisfaction, net promoter, member […]

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The Top 3 Drivers of Member Loyalty

By Michelle Bloedorn, CEO of Member Loyalty Group People often ask us what really drives member loyalty. After collecting 5 million member feedback surveys on behalf of our participating credit unions, we’ve learned that there are three key factors that help drive loyalty. As you can see in the chart below, the three key drivers […]

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Setting 2017 Goals for Your Member Experience Program

Every year at planning time, we receive numerous phone calls from participants and non-participants with questions about setting goals for their Member Experience Program and Loyalty or Net Promoter Score.

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Measuring Ease of Use

Data shows that credit unions with true member loyalty enjoy higher net income, lower costs and faster growth than credit unions with less loyal, engaged members.

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Best Practices for Closing the Loop with Members

In customer experience programs that utilize the Net Promoter methodology, this process of following up with detractors, or customers who indicate they are not likely to recommend a company, is no exception

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Visiting Los Cafeteros

“The nicest thing about standards is that there are so many of them to choose from”

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