“On The Mark Strategies helps us understand there are different ways – better ways – for credit unions our size to manage and direct our attention. They challenge us in a positive self-reflective way.” -Patty Revis, SPHR, Chief Human Resources Officer, Unity One CU
On The Mark Strategies helps five-to-ten organizations every year with credit union member experience training. We also assist banks and other organizations with similar sales and service training. And let’s be honest: there are plenty of folks out there offering these services. Here’s what makes On The Mark Strategies different:
- You create your custom service journey map that’s totally unique to you
- You receive the engagement-driving human touch (not just an LMS login)
- Managers receive accountability coaching in two of your yearly sessions
See how Unity One CU took advantage of this unique credit union member experience training program to get results.
Situation
Unity One CU is a growing credit union with offices in Texas, Kansas and Minnesota. The day-to-day work of running its business prevented credit union leaders the time to focus on a member experience training initiative for the staff. They contacted On The Mark Strategies to help them get the program off the ground and bring consistency to elevating a member service experience.
Actions
On The Mark Strategies helped Unity One CU develop a new journey map for its member experience, which credit union staff named “Live BOLD.” On The Mark Strategies’ expert facilitators continue to lead credit union employees through regular trainings on how to deliver the excellent experience.
Patty Revis, SPHR, Chief Human Resources Officer, said: “The member experience training has helped a great deal with soft skills, which from an HR standpoint is hardest to train. It’s given us a framework employees can follow. It makes it easier for the employees to engage with our members because they have a starting point. It was a big positive change for us.”
Results
After establishing the program and consistently training employees, Unity One CU saw differences in employee behavior. Team members abide by their Live BOLD training and it helps everyone stay on brand. Credit union leaders continue finding value in how On The Mark Strategies challenges them to try new things and find better ways of serving its members and community.
According to Revis: “I have seen our staff hold one another accountable. That was an end goal we were really looking for. On The Mark Strategies does a great job, and we’re grateful for our partnership. We’ve used consultants in the past, but On The Mark Strategies is more of a partner than a consultant.”
Do you want similar value? Book a free consultation to get started today!
