By Michelle Bloedorn, CEO of Member Loyalty Group This blog was originally published on membersdevelopment.com 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 […]
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 […]
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.