Many of our credit union clients are looking to establish a service and sales culture for the first time and they are concerned about doing things right. Other credit unions have tried to develop a sales and service culture on their own and just can’t get the momentum they need to be successful. In both cases, the focus is to increase sales without product pushing and without damaging the great service they have provided for decades.
Schneider has worked successfully with hundreds of credit unions on sales and service challenges, and we’ve been doing it twice as long as any other provider. Credit Unions have come a long way since the days when the word “sales” was forbidden or only whispered by a few brave individuals who understood the competitive landscape was changing. In recent years, we’ve been asked to help credit unions with the following:
Improving teller and contact center referral results
Member satisfaction, loyalty and engagement metrics
Outside calling programs for branch managers and business development representatives
Balanced scorecards and goal setting for member contact employees
Recognition and compensation programs
Coaching practices and routines
New member onboarding programs
Indirect member onboarding and relationship growth strategies
New employee onboarding programs for service and sales
Contact us to find out how we helped the following credit unions achieve these outstanding results:
ESL CU: Overall sales per employee increased by 40% in the first two years of the initiative, while member satisfaction scores increased from 85.7% to 97.1%. In less than four years, total assets grew from $1.4 billion to $2.5 billion, and total membership increased from 164,700 to 265,000.
Five Star CU: 86% cumulative loan growth over two years
Wright-Patt CU: Overall sales increased by 28% in eighteen months, while member satisfaction scores increased from 88% to 95%. Over 2-1/2 years, total assets increased from $595 million to $950 million and ROA averaged 23 basis points above the credit union’s peer group.
Island Federal CU: 88% cumulative loan growth over two years