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5 Ways to Improve the Member Journey

During a time when 87% of Americans are online, credit unions feel compelled to focus on technology.

By Tansley Stearns | Updated on November 08, 2015
Tansley Stearns

It’s easy to get caught up in the excitement of new technology. While pregnant with my daughter, I was in heavy planning mode. I talked to my friends who had young children. I read every book I could find. I created lists of all the must-have gear and gadgets. My baby registration included an electronic swing, a bottle sanitizer, the latest video monitor, and every other bright and shiny object that promised to make me a better new parent. Six months after her birth, the bottle sanitizer was still in use. Much of the rest of the gear was in a corner or in the basement. Some of it remained unopened.

The must-have gear remained unopened because it quickly became clear to me that the key to success in parenting had nothing to do with gadgets. (Although some were cool and a few were even helpful). Success came from the hard, time consuming and essential fundamentals: Holding her lots. Hugging her lots. Changing and feeding her when she cried. Reading her books. Making ridiculous noises that comforted her. In the witching hour when nothing else worked, I held her and danced until my legs hurt and my arm was numb because it soothed her.

Your member experience is no different. In a time when 87% of American adults are online, 64% of American adults now own a smartphone of some kind, and holiday sales of consumer electronics are expected to reach nearly $34.2 billion in 2015, according to the Consumer Electronics Association, credit unions feel compelled to focus heavily on technology and provide their members with the latest mobile apps and newest suite of online options. We have to take care of our members. We must meet their needs.

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Tansley Stearns

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