Home / One Percent Service

One Percent Service

One Percent Service™ – A Member-Centric, Service-Focused Culture for Growth

At last – a service and culture system for any size of credit union. No multi-year contracts, no week or two away from the office, no particular CRM system necessary. It is affordable, practical, and effective. A complement to your existing sales and service culture and systems, the premise is simple – We all hold the title of “MSR” and individually help the credit union earn the right to grow for and with its members. When you serve first, you can sell more. Here is how:

The Focus

  • Perspectives, principles, and habits of the most member/customer-centric companies.
  • Front-line leadership, where members expect and deserve it most.
  • Each professional’s role and contribution to member success.
  • Alignment of sales, service, and support with credit union marketing and strategy.
  • Profitable, efficient memberships through service, engagement, and onboarding.
  • Member loyalty; value of membership; service as the difference and key to growth.

The Framework

  • One or two days; all-staff sessions; member-facing staff sessions; management team sessions.
  • Refining all stages of member contact, experience, and perception.
  • Defining expectations for front-line behaviors and leadership.
  • Listening-, conversation-, and solutions-focused exercises and skill-building.
  • Custom-built member experiences, up-serving know-how, and member engagement skills.
  • Managing the member experience with standards and measures.

The Results

  • A service-first culture with daily key performance indicators.
  • Consistency in service standards for a valuable member experience.
  • Custom training guides defining the “How of Wow” at every step.
  • Confident front-line leaders who build member loyalty with ease.
  • Greater member response rates for sales and marketing campaigns.
  • Increased revenue, profit, loyalty, and use of products and services.

Loyalty begins at Day One of membership and through every interaction. A “Member First” approach and results-based culture helps your credit union increase sales, service levels, and profits. Member loyalty is the goal, and all professionals are vital in delivering an outstanding experience.

When in-person facilitation just is not feasible, digital delivery of all programs is a great option. Learn more at  Virtual Programs.

Email Jeff and become a more member-centric credit union – jeff@jeffrendel.com.