About a week and a half ago, I had the opportunity to attend the Illinois Credit Union League conference in yup, you guessed it, Chicago! During this conference I was able to jump in on Parables and Productivity, a great breakout session led by Andy Janning based around giving employees at credit unions a meaning or narrative to believe in at work. Every employee comes to work for one reason or another, many of them personal, but making sure that they share a common motivation behind their work at your credit union is extremely important. At the end of the day, it’s the employees who take the extra step to ensure a great member experience for everyone. Without passionate employees, you are left with a credit union that lacks a unified workforce of employees who are willing to go the extra mile to ensure members have the best experience possible.
One topic discussed during the session that I found extremely insightful was that employees are the key to change management that impact your members. Now, if you select a software solution such as Coconut Software, you are probably doing so for one of three reasons:
- Increase member acquisition
- Reduce the costs to service members
- Eliminate friction from the member journey
In relation to reason number three, one of the common questions that we hear at Coconut Software is “what documentation and insight do you have to help us with change management?” Of course you might be asking, how does CM relate to eliminating friction in the member journey? Well, it’s actually quite simple. If employees don’t understand a new software solution and the benefits it provides the members or themselves, how can you expect to reduce friction in the member journey? This all ties back to one goal; having employees believe in a story that will not only have a positive impact on themselves, but the members they serve every single day. Giving employees a clear way to succeed in their day to day schedule can lead to happier employees which more often than not, translates to happy members.
Coconut Software is happy to work directly with employees during their day to day life at work by providing insightful material that can help create a smooth transition when implementing a new software solution. By providing this information and training, we can help create a seamless experience for every employee and member!