Creating that loving feeling: Building loyalty by making it easy

first_img 52SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Cynthia Campbell Cynthia is a Credit Union Development Educator (CUDE), she holds a BS in Business Administration and an MBA from Elmhurst College in Illinois, and a master’s degree in Adult … Web: Details Remember that scene in Top Gun when Tom Cruise sings, “You’ve Lost that Loving Feeling” in the bar? All of us are working so hard to create that loving feeling and make sure our members never lose it. In this increasingly complex and fast moving time, making it easy to use the credit union is the clearest path to creating that love that lasts.One example of this is my Delta Gold AMEX card. Yes, I know it is not a credit union card and I do have a bit of guilt about that. While my mortgage, HELOC, checking and savings are all with a credit union, as a frequent flyer I am rewards chaser and I could not find a credit union credit card with rewards that match my lifestyle. I think I will talk more about that in my next article. Anyway, I booked a trip to Key West last August and ten days before my trip, in mid-December, I received an email from them letting me know I was ready for my trip. They used data they already had about me, airline and hotel purchases made with the AMEX card, to provide additional service. They informed me that they updated my file to reflect my travel and there was no need for me to contact them to let them know I would be making purchases from Key West. They reminded me to download their mobile app and enable push notifications to enable them to alert me of potential fraudulent activity on my account and, in many cases, allow me to resolve concerns instantly. Guess which card I used on vacation?Whenever I have an experience that causes me to have that loving feeling with a company and pledge my loyalty, I ask myself, “How can credit unions create that Tom Cruise moment for their members?”Let’s look at this email through the lens of offering more value to the credit union member.Big Data – Credit unions already collect a ton of data on their members. Data can come from applications, transactions, and conversations. Many credit unions use “big data” to send targeted promotional offers to specific members which is great for growing the credit union. Fewer credit unions use “big data” to increase service and reduce member effort, like AMEX did in the example above. How might your credit union use the data you collect to better serve the member?Digital Strategies and the Omni-Channel Experience – The email I received had links to their website, a link to download their mobile app, and a toll free phone number specific for gold card holders. I had channel choices and I have used all three channels, which are all integrated with each other. The power of a well designed website and easy to use mobile app allows me to take care of my needs 24/7. It makes my life easier when I can serve myself, not to mention that it increases operational efficiencies because it frees up staff to help members who need more consultative services. Are your website and mobile app easy to use? Is your call center well versed in these digital channels? Have you watched a member use your website and mobile app? Is it as intuitive as your web designer thinks it is?Ease of Use – When we reduce the effort the member has to exert to join the credit union, apply for a loan, or resolve a problem it creates loyalty. That increases when we anticipate their unspoken needs. When was the last time your credit union looked at the critical member experiences with the goal of understanding the member journey? Doing this can help you identifying the pain points and focus on making using the credit union effortless.Credit unions chase that loving feeling that leads to loyalty because loyal members use more products and services and thus are more profitable. The member experience is more than a smile during a transaction. It starts with your website, the first place people go to research your credit union’s products, it continues with the smart use of “big data” and wins the hearts of members by making their financial life easy. Make 2016 the year that your members melt into that loving feeling for your credit union through that powerfully easy member experience..Filene Research Institute has studied these important topics and invites you to explore them too. Below are some Filene Research Institute resources for your exploration.Big DataBig Data and Credit Unions: Machine Learning in Member TransactionsRightsizing Big Data for Credit UnionsDigital Strategies and the Omni-Channel Digital Lessons From Amazon: Credit Unions and the Online ExperienceOnline and Mobile Channels: Strategies of High-Performing Credit UnionsChannel Delivery for TomorrowChannel Costs and Member BehaviorFilene’s Digital Strategies Advisory ServicesEase of UseMember Effort Benchmarking: Measuring Ease of Use – Report available January 27th at Filene.OrgFilene’s Member Journey Advisory Serviceslast_img read more

Rigmar Enters Offshore Wind Big League with EOWDC Contract

first_imgVattenfall has contracted the Aberdeen-based Rigmar to inspect and maintain subsea structures and cables as well as foundations, turbine transition pieces, subsea cabling, and boat landings at the European Offshore Wind Deployment Centre (EOWDC).This is Rigmar’s first win as a main contractor in offshore wind, having built up experience as a sub-contractor, Vattenfall said.“Having completed a number offshore wind projects as a sub-contractor, we are delighted with our first as the main contractor and are grateful to Vattenfall for this prestigious contract award,” Rigmar’s CEO Keith Nelson said.”We also appreciate the support we have received from various government agencies in our move into this important new line of business and are looking forward to demonstrating our capabilities to the European offshore wind industry.”The contract award for Rigmar comes as the offshore wind industry confirmed late last month a GBP 100 million growth fund for the UK supply chain, part of the Offshore Wind Sector Deal partnership programme agreed with the UK government.Danielle Lane, Vattenfall’s UK Country Manager, said: “We are delighted to be able to support Rigmar’s ongoing transition into offshore wind with this offshore inspection and maintenance contract. As the offshore wind industry continues its rapid expansion, the Sector Deal should give confidence to oil and gas companies to take a serious look at this sector, and we’re pleased that Rigmar has made that move.”The 93.2MW EOWDC has been generating electricity since summer 2018 and is expected to continue operating for another 24 years.Kevin Jones, Vattenfall’s Head of the EOWDC, is clear that local businesses will continue to benefit from the wind farm.“Now that EOWDC is up and running, Vattenfall is spending two to three million pounds every year in the local economy,” Jones said.”And with a local team we are well placed to build on relationships with the north east’s supply chain. So I’m delighted that Rigmar, a highly-qualified company headquartered in Aberdeen, will join us in ensuring the EOWDC continues to generate fossil free electricity.”Rigmar was supported by the Fit 4 Offshore Renewables supply chain programme funded by the Scottish Government and run by the Offshore Renewable Energy (ORE) Catapult.Andy Martin, Business Development Lead for ORE Catapult, said: “Rigmar is one of the first companies to benefit from participating in ORE Catapult’s Fit 4 Offshore Renewables business improvement programme. The programme is a unique service to help the UK supply chain get ready to bid for work in the offshore renewable energy sector and, in the case of Rigmar, has proved incredibly successful in enabling them to win this major contract with one of the UK’s most innovative wind farms.”last_img read more

The Latest: Panthers won’t have fans for their NFL opener

first_imgThe Latest: Panthers won’t have fans for their NFL opener ___More AP sports: and ___Champions League quarterfinalist Atalanta says three of its players have tested positive for the coronavirus.The Serie A team says in a brief statement that all three players show no symptoms after the preseason tests and have been isolated.Reserve goalkeeper Marco Sportiello was the only Atalanta player who tested positive during the lockdown.The Italian league starts on Sept. 19. “In the spirit of adaptability, expect the NFLPA to push for modifications or updated recommendations — such as the continuation of daily testing — as the season progresses and new information becomes available,” Tretter, the starting center for the Cleveland Browns, posted on the union website. “We will continue to rely on scientific data to inform our approach for combating this virus. As the science evolves, we will evolve with it.”Tretter added he was pleased with the protocols the NFL and NFLPA agreed on for training camps. The league has reported few positive cases in the past month, though it did have 77 false positives a week ago that resulted from contamination at the testing lab.___The San Francisco 49ers have placed linebacker Fred Warner on the reserve/COVID-19 list.Warner didn’t practice on Sunday and then was placed on the COVID-19 list the following day. The list is used for NFL players who either test positive for the coronavirus or have been in close contact with an infected person. Pollard said if mitigation actions are successful, Iowa State will allow season ticket holders to attend the game against Oklahoma on Oct. 3. He said if it’s determined mitigation measures were not followed adequately at the first game, no fans will be allowed the rest of the season.___North Carolina State says its women’s soccer team won’t play this fall.In a statement Monday, the school said the decision was due to a “depleted roster, the combination of injuries and not all members of its roster returning to Raleigh this semester.” It said N.C. State has notified the Atlantic Coast Conference of its decision.Players will continue to train with a focus on playing in 2021, or for spring competition if that becomes an option. The state of North Carolina remains in Stage 2 of reopening, and further updates from the Gov. Roy Cooper are expected next week.The Panthers are hopeful at least a limited number of fans will be allowed in for the Oct. 4 home game against the Arizona Cardinals, although much of that could depend on if Cooper moves the state out of Phase 2.In a statement Monday the team said it has worked “tirelessly” since March to develop and implement a responsible, comprehensive plan to ensure fans and enjoyable and safe game day experience. The Panthers said they were confident they could safely host a limited number of fans, adding that “this is not a choice between a full stadium or an empty stadium. We have offered compromises and alternatives.”___The first four World Cup speedskating events of the 2020-21 season have been canceled because of COVID-19. The Argentine club did not say how many players were infected, but added they are in good shape. Boca says all of its players are quarantined in a hotel outside Buenos Aires.It has suspended training for the next 72 hours.___The Iowa athletic department is pausing workouts for all sports until after Labor Day following a major uptick in the number of coronavirus cases. The French league granted PSG’s request for extra days of rest, and the team’s scheduled opening game at Lens was postponed until next week.___Iowa State will allow about 25,000 football fans into Jack Trice Stadium for the Cyclones’ opener against Louisiana-Lafayette on Sept. 12.Athletic director Jamie Pollard wrote in a letter to fans on Monday that the crowd will be made up of season ticket holders only. Fans will be required to wear face coverings at all times and no tailgating will be allowed. Pollard asks that fans respect others’ wishes for physical distancing.“An important factor in the decision to allow fans is our belief that Cyclone fans are willing to adhere to our mitigation measures,” Pollard wrote. “The purpose of this letter is to ask for your support in helping create a safe environment while also providing our team an impactful home field advantage. This is an incredible opportunity for Iowa State University to showcase its ability to successfully navigate the challenges associated with large outdoor events during a pandemic.”center_img Share This StoryFacebookTwitteremailPrintLinkedinRedditThe Latest on the effects of the coronavirus outbreak on sports around the world:___The NFL’s Carolina Panthers will not have fans in the stands at Bank of America Stadium for their Sept. 13 home opener against the Las Vegas Raiders due to the coronavirus pandemic. Warner is the third 49ers player to be placed on the list this summer. Receiver Richie James Jr. and running back Jeff Wilson Jr. each had short stints on the list early in training camp.___Paris Saint-Germain says two of its players are suspected of being infected with COVID-19.The French champion cites a “reassuring” state of health for the players, who were not identified. They are said to be following the required health protocols.Eight days after losing the Champions League final to Bayern Munich, PSG is not due to start the French season until Sept. 10. Associated Press The International Skating Union announced Monday that stops in Poland, Norway, Canada, and Salt Lake City, were shelved along with short-track events in Montreal and Laval, Quebec. The canceled events were scheduled for November and December.The ISU says it is evaluating a hub concept in the Netherlands as an alternative to the first four World Cups.The ISU says it’s still evaluating whether to go ahead with short-track events in Seoul, South Korea, and Beijing in December.___Boca Juniors says it has COVID-19 cases in its squad, threatening preparations for its first Copa Libertadores match on Sept. 17. August 31, 2020 The department says there were 93 positive results out of 815 COVID-19 tests taken between last Monday and Sunday. Since the return-to-campus protocol began May 29, there have been 176 positive results and one inconclusive out of more than 2,700 tests.The Hawkeyes are members of the Big Ten Conference, which announced three weeks ago that it would postpone fall sports until the spring.___NFL Players Association President J.C. Tretter is pushing for daily COVID-19 testing during the regular season.The NFL has been conducting daily testing for players throughout training camp and plans to do so through Saturday.last_img read more

Help wanted: SRMC is looking for a full-time housekeeper

first_imgHelp wanted: Housekeeping position at Sumner Regional Medical Center.This is a full time position, Monday-Friday, 11 a.m. to 7 p.m. Must be able to work occasional weekends and shared holidays. Qualified individuals will possess the ability to do laundry for patient care, keep storage rooms stocked, distribute linens and laundered articles, replace soiled drapes and cubicle curtains, disinfect and sterilize equipment and supplies, sweep, scrub, wax, and polish floors, clean rugs, carpets, upholstered furniture, and draperies, empty wastebaskets. Competitive benefits with compensation based on experience. The successful applicant will be required to pass a post offer drug screen. Interested individuals should apply online at, send resume to Emily Pierce, HR Coordinator, [email protected], or apply in person at 1323 North A St, Wellington, KS  67152. Equal Opportunity/Tobacco & Drug Free Employer.last_img read more