Emotional engagement: Differentiate your members’ experience

first_imgThis is placeholder text 3SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Steve Heusuk Steve Heusuk is senior manager of customer intelligence for CUNA Mutual Group. Contact him at 608. 665.7854, or at [email protected] Web: www.cunamutual.com Details Emotions play a huge role in shaping member experience. Emotions influence members’ desire to buy or not to buy, what they remember and share about their experiences, and, most importantly, whether they will be loyal to your credit union.To better understand how emotions shape member perceptions of their credit unions, CUNA Mutual conducted research earlier this year that examined emotions at two different levels:Anxiety related to consumers’ overall financial situationEmotions arising from specific episodes consumers have while using different financial products and servicesThis article shares a few highlights from this new study.New Insights About Financial AnxietyUnsurprisingly, many research firms, such as JD Power, Gallup and Kantar, have tracked an increase in consumers’ anxiety, worry and stress since the beginning of the pandemic. Our research also picked up on this rise in anxiety. Rising financial anxiety has important implications for financial institutions:Consumers who are anxious about their current financial situation tend to give their primary financial institutions significantly lower customer loyalty ratingsConsumers experiencing financial anxiety tend to give lower customer experience (CX) ratings to their most recent interactions with their checking account/debit card, loans, insurance policies and savings/investment products (see Figure 1) This post is currently collecting data… While it’s unfortunate that some consumers are experiencing elevated levels of financial anxiety, it also represents a tremendous opportunity. Credit unions can use moments like these to turn anxiety-provoking situations into positive emotional experiences for their members.To do that, credit unions will need to identify members who may be experiencing financial anxiety. Data and analytics could be used to flag individuals who may be experiencing financial anxiety, e.g., members with frequent overdrafts, chronic low balances or delinquent loans. Once these members are identified, credit unions can then decide what help or relief, if any, should be extended to help alleviate these members’ financial anxiety.Emotions Arising from Using Checking Accounts/Debit CardsThis year’s research examined the role of emotions stemming from specific episodes using various financial products and services, including checking accounts and debit cards. Negative experiences using these products can elicit strong negative emotions, including frustration, stress and anger (see Figure 2).Figure 2: Negative Emotions Arising from Negative ExperiencesFortunately, this year’s research found that credit union members whose primary checking account or debit card is from their credit union have fewer negative experiences than consumers whose primary checking account or debit card is not provided by a credit union. Only 26 percent of credit union members whose primary checking account or debit card is from their credit union had a negative experience. By contrast, 44 percent of consumers whose primary checking account or debit card is not provided by a credit union had a negative experience.  When consumers did have a negative experience, we saw that the rise in their negative emotions was accompanied by CX ratings that were 30+ percentage points lower than those of consumers who did not have a negative experience (see Figure 3).Our research revealed four broad categories which captured most of the negative experiences reported by consumers:Customer serviceProduct functionality (something about checking account/debit card didn’t work as expected)FraudFeesCredit unions seeking to reduce the incidence of negative experiences using their checking accounts and debit cards will need to determine the specific causes of these negative encounters. Once these are identified, credit unions can use member input, e.g., member interviews, focus groups, co-creation programs, to re-engineer member journeys in a way that delivers a positive emotional experience.As we’ve just seen, emotions play an important role in what members think of your credit union and the experience you deliver. Focusing on functional aspects of your member experience, such as speed or efficiency, is not enough to guarantee a great experience. A truly excellent member experience requires following Dale Carnegie’s sage advice, “When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion.”  To read more about this research and a range of topics related to the emotional experience of members, visit our website.last_img read more

Elks wrap up first speed skating meet of the season

first_imgDivision 2:2. Colton Johnson3. Yuna Lovell4. Nate BurchellAdvertisement 4. Allan Keeler5. Meagan Guliov6. Ashley Schmidt8. Thomas Martins9. Austin MacGregor10. Brody Mickey11. Bradley CrawfordDivision 6:2. Charlie Ramsey3. Tara Ashrafi5. Graham Pearce Division 3: 1. Joshua Telizyn2. Nyam Newlove5. Ryan Quigley8. Brooke BraunAdvertisement Division 4: 1. Kaden Hagen8. Brett Weber9. Jordy WeberDivision 5: Advertisement Coach Richard Stickel was encouraged with what he saw in his skaters, given it was the opening meet of the season.“It’s been really good; we’ve had some skaters really skate some impressive times especially for a first meet of the year,” he says. “Some of them are really getting a lot of the technical things like passing and stuff like that which is really tough to learn here.” Technical issues tend to be the main thing that stands out early on in the season. With that, Stickel says the improvement from last year to this year has been great. – Advertisement -“You always kind of wonder where they are going to be at technically. They’ve more than answered any questions you may have there,” he explains. “They’ve all gotten so much better in the last year and they all really, really look strong right now. I’m really surprised how good they look this early in the year.”Going forward, Stickel plans to work with skaters on enhancing their passing skills even further in short track events, given how hard the skill is to perfect. The team will now turn its attention to a Can Am long track meet in Calgary for the club’s older skaters.Below are the results from the Elks:Advertisementlast_img read more

Why You Have Snail Shells in Your Ears

first_imgThe inner ear has a part, the cochlea, that resembles a snail shell.  Why is that?  First, let’s talk about iPods and stereos.  In recent years, manufacturers have hyped “mega-bass” and other buzzwords that boast about how their devices beef up the bass frequency for that sound that rocks.  Scientists have wondered if the cochlea was coiled up just to save space, but no: there’s a reason.  It pumps up the bass.  That’s what a team of scientists found, reported Science last week.1  A mathematical analysis demonstrated that the spiral shape effectively makes the outer edge of the basilar membrane twist and jive, pumping up the bass by up to 20 decibels.  Puzzle solved: the cochlea is our megabass feature.    Another story in Science Daily said that our ears provide an “optimal code” for sound transmission.  Scientists at Carnegie Mellon went beyond the usual Fourier transforms, and found that a highly efficient “spike code” is at work in the ear, yielding “the most efficient way to process the sounds we hear.”  The researchers are all excited about the possibilities of adapting this new code, detected in the ear, for improving digital stereos and cochlear implants.1Adrian Cho, “Math Clears Up an Inner-Ear Mystery: Spiral Shape Pumps Up the Bass,” Science, 24 February 2006: Vol. 311. no. 5764, p. 1087, DOI: 10.1126/science.311.5764.1087a.Neither of these articles mentioned evolution.  The Darwinists run scared from stories like this because they have “design” written all over them.  Not only were the researchers astonished at the design of the ear, they were excited to learn more so that they could produce intelligently-designed products to improve our lives.  Need we say more?  Yes; see next story.(Visited 11 times, 1 visits today)FacebookTwitterPinterestSave分享0last_img read more

Oscar star becomes Casual Day ambassador

first_imgBack: Casual Day finance officer Egness Ncube, Casual Day NGO liaison officer Zaza Khazamula and Sekai Marufu, also a member of the team. Front: Casual Day ambassador Prudence Mabhena. (image: Casual Day)Prudence Mabena has been named ambassador ahead of this year’s Casual Day, taking place on 4 September.The singer and songwriter starred in the Oscar-winning documentary, Music By Prudence, which looked at her life as a person who triumphed over her disability. The film won the 2010 Academy Award in the Best Short Documentary category.It explores the inspiring story of this Zimbabwean songbird and follows her remarkable journey out of hatred and superstition into a world of music, love and endless possibility. Music By Prudence struck a chord with audiences by bringing to light the plight of disabled people, who experience discrimination in so many ways. But Mabena’s story is inspiring for everyone, not only disabled people.Her appointment as an ambassador of the fundraising initiative is testament to her ability to carry a message to a wide audience; it is an ability from which the Casual Day initiative will benefit.STAND AGAINST XENOPHOBIABorn in Zimbabwe, Mabena recently visited South Africa to join the efforts in standing against the xenophobic attacks in the country in April. Casual Day believes it is appropriate for the disabled community to speak against xenophobia and in favour of diversity.Mabena was born with arthrogryposis, a condition affecting the joints and resulting in an inability to move the limbs normally. It cost her both legs and makes it difficult for her to use her arms. When she was born, her father’s mother advised her mother not to nurse her. After her parents abandoned her, she was cared for by her maternal grandmother, a rural farmer who kept Mabena at her side as she worked throughout the day.Regardless of her condition, she went on to form a band and not only became an internationally recognised singer, but also an ambassador for Unicef, the UN Children’s Fund.After attending the Academy Awards in 2010, in which her film won, she was met at the airport by hundreds of people waiting to congratulate her and celebrate her achievement. Her father was also inspired by the film: Mabena was carried off the plane and at the foot of the stairs was her father. He was on his knees, tears streaming down his face, begging her for forgiveness.Mabena uses her music to transcend boundaries of race, ability and nationality to bring her message to all who will listen. “Everyone listens to music,” she says. “I think messages sent out through music will be effective and can encourage immediate responses.”The theme for this year’s Casual Day is Spring into Action. Mabena will record the first official Casual Day theme song in June, ahead of the event. The song was composed by Mabena and her musical partner, Bozoe Nkomo. It will feature rapper Tujay Harmonix, who is also a Casual Day ambassador.CASUAL DAYEstablished in 1995, Casual Day is the flagship project of the National Council for Persons with Physical Disabilities in South Africa (NCPPDSA), which runs its national projects from its head offices in Edenvale.Since its inception, the initiative has made it possible for the NCPPDSA to drive towards its goal of creating a fully accessible and inclusive society for all. And the council has raised more than R220-million through the day so far.These funds are used to benefit thousands of people with disabilities around the country through a network of beneficiary organisations. This year, Casual Day has the goal of spreading the message of the social impact of the funds.The organisation hopes to achieve this through its “Your R10 in Action” campaign, which will highlight where the funds collected are spent. The many schools and organisations benefiting from the money use it for a variety of different purposes, including transport, assistive devices such as wheelchairs and crutches, as well as awareness campaigns about disability.Casual Day’s national beneficiaries include National Council for Persons with Physical Disabilities, South African National Council for the Blind, South African Federation for Mental Health, Deaf Federation of South Africa, QuadPara Association of South Africa, Autism South Africa, Down Syndrome South Africa, National Association for Persons with Cerebral Palsy, South African National Deaf Association, National Institute for the Deaf, Alzheimer’s South Africa, and South African Disability Alliance.There are branches and affiliates of these national organisations throughout the country.PLAY YOUR PARTEveryone is encouraged to join the movement and play their part. You can buy a Casual Day sticker for R10, and wear casual clothes to work or school in support of the Casual Day initiative on Friday, 4 September.For more information, contact the organisers of the project on 011 609 7006, visit the website or have a look at the Facebook page. Follow Casual Day on Twitter via the handle @CasualDay_SA and keep an eye out for the hashtags #CasualDay and #springintoaction.last_img read more