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Member Experience

Drive growth through a better Member Experience

 

You need more than just training?

You need cultural change? 

Practical tools to achieve real results?

 

 

Our training, support, tools and coaching enable your whole team to focus on growing your business.

 

ISM Member Experience Program

ISM will help you develop and embed a culture of success.

Your team will learn to:

  • Engage with Members
  • Understand Members’ Life Stage
  • Add Real Value to Members
  • Create Memorable Experiences that Members will Share

Our strategies are specific and targeted:

  • Acquisition of New Members
  • Customers at Risk of Leaving
  • Current Low Activity Members

With the right strategies, at the right time, directed at the right members your frontline staff will reduce customer loss and drive growth.

ISM drives cultural change that achieves lasting results.  Passive sales approaches are replaced by active relationship management and growth strategies.

Your team will develop new skills, receive practical management tools, learn member management strategies that work, and receive coaching to embed what they have learned.

 

View our brochure here

ISM will target these outcomes

  • Improve Staff Skills
  • Leverage Your Database
  • Engage Frontline Staff in Sales Campaigns
  • Retain Your Members
  • Stimulate Referrals
  • Generate New Leads
  • Deepen Relationships
  • Increase Volume
  • Reduce Business Loss

Skills

Your team will learn to:

  • Engage with Members
  • Understand Members’ Life Stage
  • Add Real Value to Members
  • Create Memorable Experiences that Members will Share

Strategies

Our strategies are specific and targeted.

  • Acquisition of New Members
  • Customers at Risk of Leaving
  • Current Low Activity Members

Outcomes

ISM will target these outcomes:

  • Improve Staff Skills
  • Leverage Your Database
  • Engage Frontline Staff in Sales Campaigns
  • Retain Your Members
  • Stimulate Referrals
  • Generate New Leads
  • Deepen Relationships
  • Increase Volume
  • Reduce Business Loss

Qualifications

Discuss with us how we can turn your Member Experience Training into a FNS42015 Certificate IV in Banking Services

Testimonial

  • Hi Gerard, I just thought I’d send you an email on SWCredit’s recent success at this years QBE Member Care Awards held in Sydney this November. South West Credit was nominated for two awards, Domestic Financial Institution of the Year & Outstanding Improvement by an Individual and I’m happy to tell you that we won both awards! It was an outstanding effort by the branch with General Insurance last year which lead us to win the overall General Insurance Award by increasing our Gross Written Premium by 20%. Who would have thought 2 years ago that South West Credit could win against bigger credit unions like MECU and WAW. I won the Outstanding Improvement by an Individual Award by writing 228 of the 405 policies sold last year. Yay!   I wanted to thank you for everything you’ve taught me, you have helped me significantly with my General Insurance. You taught me how to speak to the customer about the value of our products and to work out what is most important to them. You’ve helped me recognise the different ways people make decisions about buying things and talk to them in a way so that the customer gets what they want. You’ve also helped me increase my quality of product, I used to only sell Basic Home and Contents Cover as it was the cheapest but now I have a 50% strike rate with our Prestige Cover because I focus on the importance of being covered correctly and once the customer realises the type of protection they’re going to receive the price isn’t as important. I really do hope everything is going well for you and I appreciate the effort you have put in to SWCredit and me. Thank you
    Jessie McConnellLoans & Insurance Officer, South West Credit
  • After training over 2,000 brokers we know what drives their success. You don’t need to be a broker, but you can learn from them… A proactive approach focused on building and strengthening relationships drives results. Our Member Experience Program gives you practical skills and strategies for success. Elevate, embeds those skills into your culture to drive long-term growth…

    Gerard HermensISM Owner and Pricipal