Creating Member Loyalty^TM System of Training

Leadership Strategies Testimonials

Georgia’s Own Credit Union, GA
Celeste Cook, AVP HR, Sales and Training

We’ve embraced the Creating Member Loyalty^TM program because our CEO, Charlotte Ayers, and the Management Team understand that sales and service are synonymous – they go hand in hand—and they recognized the need for sales and service training. By combining creative promotions, internal contests, and programs with the Sales Strategies: Core/Referral and Sales Leadership Strategies programs, we were able to not only generate impressive results but also keep the momentum going.

The improvements occurred when we launched several new marketing campaigns simultaneously with creative sales and service strategies: VISA promotions, checking account promotions, and loan promotions intertwined with programs and sales contests that included a challenge to our branches to create 1,000 new checking accounts in one month. The expectations were high, but armed with the Sales Leadership Strategies and a well-trained sales and service staff, we delivered. Highlights include1,022 checking accounts for the month, 200 new checking accounts in one day, and a 13.47% increase in credit union loans.

Our credit union management also implemented Sales Leadership Strategies that helped direct employee behaviors, motivate for results, and keep the momentum going.

Georgia’s Own Credit Union Key Results:

• Created a culture where sales and service are integrated.
• The Sales Strategies: Core/Referral and Sales Leadership Strategies Programs provided a good foundation which complements our sales and marketing efforts.
• Generated impressive results and have sustained the enthusiasm and excitement of sales and service through effective marketing campaigns and creative programs/contests combined with the Creating Member Loyalty Training Program.

Credit Union of New Jersey, NJ
Mark Bradley, Director of Sales and Service

Our aim was to create a competitive advantage in service delivery by consistently exceeding member expectations. A common hurdle in most organization’s sales cultures is the notion that selling is “annoying” or “intrusive”. Studies prove that this is not the case, and the Creating Member Loyalty Program? has been our foundation for educating and coaching our employees on needs based selling while excelling in service delivery.

Incorporating the Sales Leadership program has enabled our organization to further our sales culture development by providing the tracking and tools necessary to implement a comprehensive management sales coaching program. The program has helped us prove that uncovering a member’s needs and educating them on their choices will result in more informed financial decisions. It’s resulted in tremendous success, including annualized asset and loan growth of 7% and service levels in the 95th percentile of our peers.

The Creating Member Loyalty Program? has been invaluable in our growth, and most importantly our members have benefited from our renewed focus on building stronger relationships through consultative selling and superior member service.

Credit Union of New Jersey Key Results:

• Created a competitive advantage by exceeding member expectations.
• Uncovered member’s needs and helped them make informed decisions.
• Trained managers on how to move from sales theory to sales activities.

El Paso Area Teachers Federal Credit Union, TX
Norma Jean Drinkwin, VP Marketing & Staff Development

In a very competitive industry, we know our staff needs to provide nothing less than excellent service to our membership. We think we’re meeting that goal thanks to the Service Strategies, Sales Strategies, and Sales Leadership Strategies from the Creating Member Loyalty Program.

The program has helped our employees pick up buying cues with members, which makes them more effective at referring the right products and services. And the members love it. We’ve seen a significant rise in our “net promoter” score, which tell us members’ propensity to recommend the credit union to other people.

The training, which has helped us exceed both our deposit and loan goals, was well-received by the staff. They liked how the training related to their jobs, and helped them build self-esteem and confidence. In fact, many staff members wished the training would have been extended for a longer period!

El Paso Area Teachers Federal Credit Union Key Results:

• Employees can now pick-up buying cues.
• Members have greater propensity to recommend the credit union.
• Staff loved how training related to their jobs.

The implementation process is simple and straightforward. To learn more contact us or call 800-456-0543. We’ll be happy to answer your questions and show you how easy it is to bring the training system to your credit union.