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Member Loyalty Group Facilitates Affordable Credit Union Access to Premier Net Promoter Conference
Chicago, Illinois (November 30, 2012) – Member Loyalty Group, the exclusive provider of the Satmetrix Net Promoter Score® program to the credit union industry, announced that its Loyalty Live conference has joined forces with the premier Net Promoter Conference in 2013. Interested credit unions can attend the 7th Annual Net Promoter Customer Experience Conference at a significantly discounted rate through Member Loyalty Group’s relationship with Satmetrix.
Featured speakers will include Fred Reichheld, co-creator of the Net Promoter Score and Author of The Ultimate Question 2.0; Joseph Jaffe, sought-after thought-leader on new marketing and author of Flip the Funnel; Bobbi Dangerfield, Vice President, Commercial Sales Operations for Dell; and Robert Richman, co-founder of Zappos Insights and author of The Culture Blueprint.
Beyond access to all main conference sessions, credit union attendees can participate in a special “Credit Union Track” to discuss industry specific topics and share best practices. “Credit union participants will have so many learning opportunities through this combined conference experience” said Michelle Bloedorn, CEO of Member Loyalty Group. “Top thought-leaders in the Net Promoter field will share their insights, practitioners from a range of industries will discuss hands-on strategies, and credit unions will have a chance to collaborate with each other to really get the most from their Net Promoter programs.”
More information about the conference and online registration is available through www.memberloyaltygroup.com/upcoming-events.
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Financial Partners CU Selects Member Loyalty Group
Chicago, Illinois (July 26, 2012) Financial Partners Credit Union ($788 million in assets, headquartered in Downey, CA) recently selected Member Loyalty Group’s organization-wide Net Promoter program.
“We were looking for a partner to help take our Net Promoter program to the next level,” said Nader Moghaddam, President/CEO of Financial Partners Credit Union. “We’ve been tracking our NPS for some time, but nothing we’ve been able to do internally comes close to the role-based dashboards and actionable data Member Loyalty Group’s solution provides.”
Financial Partners joins the growing list of credit unions now offering Member Loyalty Group’s solution, which uses world-class tools to provide timely member feedback directly to the staff members who can take action. All participants are provided with detailed, quarterly benchmark reports to help measure their performance vs. their peers.
“Financial Partners will be a strong addition to our community of participating credit unions,” said Michelle Bloedorn, CEO of Member Loyalty Group. “The credit union’s management team is passionate about creating excellent service experiences and we are pleased to be able to provide tools to help them enhance member relationships.”
For more information about Member Loyalty Group’s Net Promoter program, credit unions should contact info@memberloyaltygroup.com.
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Louisiana Federal Credit Union Implements Member Loyalty Group’s Organization-Wide Net Promoter Program
Chicago, Illinois (July 9, 2012) – Louisiana Federal Credit Union ($157 million in assets, headquartered in Laplace, LA) recently went live with Member Loyalty Group’s organization-wide Net Promoter program. Unlike simply tracking a credit union’s Net Promoter Score, the solution’s role-based dashboards provide a fresh stream of member feedback directly to the staff members who can take action.
“The sophisticated tools we can access through Member Loyalty Group put timely data at our fingertips so we can enhance and grow our member relationships. Service is what differentiates us, but rarely do credit unions quantifiably measure it,” said Mia Perez, Chief Administrative Officer. “The solution is also based on a rigorous data collection process that all participating credit unions follow, which makes a reliable industry benchmark possible.”
Louisiana FCU joins the growing list of credit unions now offering Member Loyalty Group’s solution. Member Loyalty Group is the winner of NACUSO’s 2012 Collaboration & Innovation award and has an exclusive partnership with Satmetrix, one of the co-creators of the Net Promoter Score. All participants are provided with detailed, quarterly benchmark reports to help measure their performance vs. their peers.
“We are pleased to welcome Louisiana Federal Credit Union to our participant community,” said Michelle Bloedorn, CEO of Member Loyalty Group. “The credit union’s management team shares the same vision that propelled our founders forward: to have access to world-class tools to manage their Net Promoter program more effectively and a trustworthy benchmark for the industry to track progress.”
For more information about Member Loyalty Group’s Net Promoter program, credit unions should contact info@memberloyaltygroup.com.
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Member Loyalty Group Launches New Website with More Net Promoter Resources for Credit Unions
Chicago, Illinois (June 4, 2012) – Member Loyalty Group, winner of NACUSO’s 2012 Collaboration & Innovation award, launched its new website today. The CUSO’s new site offers enhanced resources to help credit unions get the most from their Net Promoter® programs. A series of in-depth white papers, case studies featuring credit unions who are achieving results by acting on member feedback, and credit union industry benchmarking information is now available online at www.memberloyaltygroup.com.
“Net Promoter® can be a powerful tool for credit unions, but is often oversimplified as just a score to be measured,” said Michelle Bloedorn, CEO of Member Loyalty Group. “Our founding credit unions recognized the need to develop organization-wide programs using actionable data and to create a trustworthy industry benchmark to track their progress over time. We are excited about the success so many of our participating credit unions have achieved and will be able to share more information through our enhanced website.”
The new website will also provide a community area later this month. This will allow current clients, Member Loyalty Group experts and other interested credit unions to network more closely throughout the year – sharing everything from ideas to videos and other documents or media files of interest.
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Member Loyalty Group Expands Team, Welcomes Jake Foreman as Program Manager
Chicago, Illinois (May 23, 2012) Jake Foreman has recently joined Member Loyalty Group, winner of NACUSO’s 2012 Collaboration & Innovation award, as Program Manager to help meet the needs of the CUSO’s expanding client base. Jake served as the Member Experience Analyst for Idaho Central Credit Union ($1 billion in assets), helping establish their Member Loyalty Group-driven Net Promoter System, implementing process improvement projects, and managing all the day-to-day activities related to their NPS program. Jake has been in the credit union industry for five years, but spent the last three years focusing exclusively on managing a credit union’s NPS program.
“Having an experienced practitioner who has used our system on a daily basis at a credit union will be extremely beneficial for our clients,” said Michelle Bloedorn, CEO of Member Loyalty Group. “The entire MLG team has its roots in the credit union industry, but the fresh perspective and hands-on insight Jake brings will make our client relations team that much more robust.”
“After seeing the strong results our NPS program had at Idaho Central, I am thrilled to have an opportunity to help other credit unions use the advanced tools Member Loyalty Group provides,” said Foreman. Prior to joining Idaho Central, Jake was with Wells Fargo. He received his MBA and a Bachelor’s degree in Mathematics from Idaho State University.
About Member Loyalty Group
Member Loyalty Group is a CUSO formed by leading credit unions in 2008 to develop a common member loyalty benchmark for the credit union industry. The CUSO has an exclusive relationship with Satmetrix, the Net Promoter® company, to provide credit unions with the most effective tools for managing a Net Promoter® program to collect and act on member feedback that increases loyalty, growth and retention. Member Loyalty Group serves over 30 credit unions, many of which are over $1 billion in assets, across the country. For more information visit www.memberloyaltygroup.com
About Net Promoter®
Net Promoter® is both a customer loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Net Promoter® has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. Financial Institutions obtain their Net Promoter Score® by asking customers a simple question on a 0 to 10 rating scale: “How likely is it that you would recommend the organization to a colleague, family member or friend?” Based on their responses, consumers can be categorized into one of three groups: Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter Score®.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
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Co-Author of The Ultimate Question 2.0, Rob Markey, To Kick-Off 2012 Loyalty Live Conference
Chicago, Illinois (February 23, 2012) Rob Markey, head of Bain & Company’s Global Customer Strategy & Marketing Practice and best-selling author, was announced today as the keynote speaker at the upcoming 2nd annual Loyalty Live: The Credit Union Net Promoter® Conference which runs from April 30th to May 2nd at The Cosmopolitan in Las Vegas. The conference brings world-class loyalty experts together in one location to help credit unions get the most from their Net Promoter® programs.
Participants will hear directly from world-class NPS thought leaders like Rob Markey of Bain & Company, who co-authored the best-selling business book, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World with Fred Reichheld, creator of the Net Promoter® system of management. Mr. Markey will focus on how organizations can calculate the financial benefit of their Net Promoter ® Score and and adopt a Net Promoter® System that delivers extraordinary results, a key topic that many credit unions and other businesses have found challenging.
As a partner and director in Bain & Company’s New York office, Mr. Markey leads the NPS Loyalty Forum, a group of senior executives from loyalty-leading companies around the world on sharing best approaches for engaging customers and employees. He has published numerous articles on various aspects of customer experience and loyalty in publications such as the Harvard Business Review and has extensive experience with direct marketing, new customer acquisition and cost reduction for clients in the retail banking, credit card and insurance industries.
“Loyalty Live is the premier Net Promoter® conference for credit union professionals and was designed specifically to help credit unions who want to become best in class loyalty leaders,” said Michelle Bloedorn, CEO of Member Loyalty Group. “Rob Markey’s expertise in helping organizations tie their NPS programs to growth and bottom-line results will be extremely valuable to participants.”
Other conference sessions will include speakers from The Ritz-Carlton, discussing how they consistently deliver an exceptional experience, and 1-800-GOT-JUNK?, sharing how they developed the ultimate wow experience for their customers. Credit unions will also have the opportunity to learn specific ideas from loyalty leaders in the industry and participate in networking opportunities. For more information about Loyalty Live, credit unions should visit www.loyaltylive.squarespace.com or contact info@memberloyaltygroup.com.
About Member Loyalty Group
Member Loyalty Group is a CUSO formed by leading credit unions in 2008 to develop a common member loyalty benchmark for the credit union industry. The CUSO has an exclusive relationship with Satmetrix, the Net Promoter® company, to provide credit unions with the most effective tools for managing a Net Promoter® program to collect and act on member feedback that increases loyalty, growth and retention. Member Loyalty Group serves over 30 credit unions, many of which are over $1 billion in assets, across the country. For more information visit www.memberloyaltygroup.com
About Net Promoter®
Net Promoter® is both a customer loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Net Promoter® has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. Financial Institutions obtain their Net Promoter Score® by asking customers a simple question on a 0 to 10 rating scale: “How likely is it that you would recommend the organization to a colleague, family member or friend?” Based on their responses, consumers can be categorized into one of three groups: Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter Score®.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
