“Imagine you had a greeter in your lobby every day and they had a pocket full of offers to extend to the members who come through the door. The greeter’s job was to give the person a quick once over and make a call on the offer to extend to the member. Is the offer age appropriate? Do we have any negative situations with this member? Does it look like the member might need the offer? Etc. How would you coach the greeter?”
This is a scenario I presented to credit union CEOs recently while discussing the idea of smart offers–a project to ensure that visitors to online and mobile banking are offered the appropriate service or product. It’s a subject I’ve pushed for feedback on numerous occasions, but for which I’ve received little response and it makes me wonder… are credit unions content with letting members take the initiative and is that going to end up costing them dearly?Continue Reading