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For the last month, we’ve been laser-focused on what is arguably the most critical concern for credit unions: member retention. First we explained the reasons why member retention is even more important than member acquisition. Then we examined some of the leading causes of member churn (and how to avoid…

If you work in the credit union space, you’re probably well aware of the importance of member retention. And if you’re not, you should definitely read our previous pieces explaining why retention is even more important than new member acquisition, and looking at the most common reasons that members leave…

Members are the lifeblood of your credit union. That’s why CUs pour so much effort into acquiring new ones, with marketing campaigns and promotions designed to get new members to open accounts. But while member acquisition is crucial to your credit union, there’s something that’s arguably even more critical: member…

With so many changes taking place in our workplaces (wherever and whatever they may be!), conversations about employee retention are critical. While supporting employees during and through post-pandemic transitions requires planning, empathy, and clear communication, these priorities are hardly unique to these strange days. What is employee retention? Why is…

It may not seem like it, but employee satisfaction and engagement are crucial factors in employee retention. There are a multitude of reasons, but it's undeniable that without dedicated strategies to improve engagement and satisfaction for your employees, you may find employee churn increasing. It why it's important to leverage…

What is Customer Retention? Losing clients is costly. It far outweighs the expense of earning new ones by up to twenty-five times. Therefore, it pays handsomely to hold on to customers that are faithful over a long time. The opposite of customer retention is customer churn, where businesses keep losing…

How satisfied are your employees? The answer might matter more than you think. The satisfaction of your employees is of paramount importance. It determines their level of commitment and by association also their productivity. Employee satisfaction is a measure of their contentment and satisfaction in their roles and at the…

To make your work work for you, sometimes you need to stop working. No matter your role, to operate at your best you need to be able to take your foot off the gas pedal once in a while. Working from home can definitely help, but there are times where…

It's Friday afternoon, but Jayne is not feeling the Friday vibes. Instead, she's feeling dread: It's time for her weekly email to the CEO reporting the company's current NPS. Week after week, Jayne sends an email that includes the Net Promoter Score, an explanation of any fluctuation, and a plan…

For years, Ben's company enjoyed high customer retention. His team regularly received feedback praising their value-led service, practical advice, and innovative thinking. But when the latest CX data came in, he was shocked to see a new theme emerging: Customers felt that they weren't seeing a significant value add in…

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