Company’s Senior Director of Strategy as spotlight speaker at Marketing Association of Credit Unions (MAC) Virtual Conference
Tuesday, March 2, 2021– In the all-virtual mini MAC conference on Friday, February 26, Adrenaline’s Juliet D’Ambrosio shared her insights about customer-centricity with CU marketing leaders in a powerful presentation that emphasized the notable impact this people-first approach can have on credit union performance. Focusing on positive experiences for people, customer-centricity ultimately supports CUs as they build rich, long-term relationships with their members. With actionable insights and illuminating examples, the presentation highlighted best-practices both from inside and outside financial services.
“The good news about customer-centricity is that the main tenet – putting people first – is something that credit unions have always done,” according to Juliet. “So for credit unions embracing this approach, it’s really about amplifying and honing a set of skills that already comes naturally to them.” Best of all, the enhanced performance credit unions get out of a deploying a customer-centric mindset inside their organizations really pays off. CUs that put people first are 40% more profitable than those that don’t. The main differentiator is CX: customer experience.
As powerful proof-points on “who’s killing it” Juliet says Chick-fil-A’s brand is focused on a culture of service. Their CX exemplified by efforts to minimize customer effort, reduce friction for their customers, amplify delight, and wrap it all up in a “my pleasure” ethos is one chief reason the Southern chicken brand is now on a march across the country. Trader Joe’s is another example of service and building brand advocacy among their customers. Their embrace of the “Culture of Kaizen” for continual improvement results in empowered employees who consistently deliver stellar CX to a “cult” of loyal customers.