How to Deliver An Impactful Member Experience to Grow Your Credit Union!

August 5th deadline is fast approaching to register for Expand Expo 2022 to learn how to deliver an impactful & quality member experience to drive growth at your credit union! Join 200+ credit union leaders and professionals from around the country to enhance your knowledge and network.

At Expand Expo, we focus on 4 key areas that will drive growth at your credit union and enhance your personal impact. We will focus on the area of Member Experience and the daily workshops that are on the docket in September:

• Brand Differentiating Service: Delivering an Elevated Experience - This workshop is presented by the one and only Ritz-Carlton Leadership Center. At The Ritz-Carlton, creating guests for life is an inherent part of doing business. If your credit union is not emotionally engaging your members, you will risk losing them to a financial institution that will. They will help you discover how The Ritz-Carlton time-tested methodologies foster a culture of personalized service and genuine care to enhance the member experience. Join this workshop to learn how to apply Ritz-Carlton key service principles, optimize every member interaction, anticipate and fulfill unexpressed member needs, quickly pivot to customize member interactions to make indelible impressions that create passionate brand advocates, leverage the 3 levels of employee engagement with techniques that will enable you to personalize your service & create emotional connections, and more! Don't miss out on this unique 1-day credit union workshop at Expand Expo 2022.
• Transforming Customer Experience For A Digital-First On-Screen World - The vast majority of us now live our lives online, and on our screens. We've transformed. We now go first to our devices when we need information, assistance, or to get what we want. Each year, companies around the world are still receiving over 8 billion phone calls from customers who need their help. It makes no sense! Companies need to transform how they interact with their customers so that every part of the experience takes place where it started, on the customer's own screen. Join this workshop to learn about the transformation of the customer's psychology & expectations, the tools & channels of digital transformation, and how to make digital transformation of service practical and tactical for companies to accelerate their growth progress.
• Member Communication Excellence: What to Say and How to Say It! - Communication glitches cause more than 85% of frustrating problems at work. Ever answered the same question to the same person in the same day more than once, within a few minutes? Great communication eliminates misunderstandings and confusion with members. Learn how to overcome obstacles with tips for tuning IN instead of OUT. Join this workshop to learn the keys to communication success with both your team & members, powerful phrases that get things done, how to avoid potential "land mines" hidden in our everyday language, and how to handle the 10 most difficult and demanding personalities.
• WOW NOW! Creating Jaw-Dropping Member Service Excellence - It costs five times as much to acquire a new member as it does to keep one! This engaging and fun workshop will provide you with the tools to serve up WOW NOW helpings of member care. Attracting, engaging, and delighting your members will result in growth and boost your bottom line. Rapport-building is the key to exceeding the evolving expectations of your members, learn how to sharpen your skills to enhance member relations. Leave with quick & easy, hit-the-ground running techniques to providing Jaw-Dropping service! Join this workshop to learn how to define & develop custom strategies for WOW NOW Service Excellence, establish & understand who your "member" really is internally and externally, create a Win/Win/Win strategy to delight your members, and manage even the hardest to please members.
• What to Do When it Didn't Go Well - 96% of unhappy members won't tell you when they're mad, they will tell everyone else via social media. If only 4% of unhappy members do bring a matter to your attention, treat it like a precious gift! The opportunity for recovery is a valuable way to keep members happy. Their endorsement can be your best form of advertising! Superior service recovery is defined as solving members' problem while improving service by sending them out the door feeling as if they've just done business with the greatest credit union on earth. Join this workshop to learn how best to handle difficult situations, resolve complaints faster by transforming conflict into cooperation, understand why members may become difficult or demanding, discover how to handle member demands without getting drawn into an argument, learn the 5-step recovery processor to become a problem solver, identify critical keys to maintaining excellent rapport with your members, and more.

Register NOW to enhance your knowledge, abilities, and have a greater impact in your career!!! To attend Expand Expo 2022 and deliver an impactful member experience, register at www.ExpandExpo.org.