Everyone knows you only get one chance to make a good first impression. And depending on the situation, a terrible first impression can cost you a job, a potential mate or the approval of someone you were hoping to win over.
If you're a credit union, it can cost you a member. Think about what that means: The potential for a lifelong financial partnership that includes a $15,000 auto loan, $200,000 mortgage and retirement planning services – gone.
There is a lot of talk in the industry around member experience and technology. A common message is that members will stick with credit unions that stay ahead of the technology curve. Of course, if that technology isn't perfectly seamless – if it causes any level of frustration or agitation, or requires significant work on the consumer's end – it's totally counterproductive.
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