Today’s technology can process transactions, reach farflung members, and do more than ever was possible before. But new channels are costly, and it’s...
Nov 18 2014
Optimizing Delivery Channels Tool
At Filene’s Optimizing Channels for Superior Member Service Workshop this past spring, Filene Research Fellow and Harvard Business School Professor Dennis Campbell focused on the importance of service excellence across physical, online, and mobile channels. Being able to deliver quality service is the key to driving exceptional member satisfaction over an extended period of time. This report not only recaps the key themes around service delivery discussed at the workshop, but it also introduces Filene's member experience design tool which allowed credit unions to evaluate what members value most and what it would reliably take to provide them those things.
As of June 29, 2016 the tool is no longer active.
Filene thanks our generous supporters for making this important research possible.
Report Number 344