“Anyone who’s looking to take their member experience, journey mapping or strategic planning to the next level should go with On The Mark Strategies. We see the results, and we’ve been very pleased.” – Brandon Oliver, VP of Branch Operations, SAFE FCU
Many of On The Mark Strategies’ clients don’t stop at receiving solutions for one problem. Instead, they take advantage of multiple solutions to improve their organizations, the service they provide to consumers and the lives of their employees.
Partnering with us on multiple projects comes with several benefits:
- You save money with bundled pricing.
- You save time and headaches on future projects since we already know you well.
- You achieve holistic growth following the Success Markers Framework.
- You can reach out for advice without being nickel-and-dimed.
- You get several new, trusted members of your team for less than most salaries.
See how SAFE FCU reached the next level by partnering with On The Mark Strategies on multiple solutions – credit union member experience training and credit union strategic planning.
Situation
South Carolina-based SAFE Federal Credit Union was growing, and it was growing fast. After crossing the $1 billion threshold, SAFE needed a strategic plan that would match its tall future goals. Their member experience standards also needed greater staff buy-in if SAFE were to reach the next level of growth.
Actions
SAFE hired On The Mark Strategies to guide their leadership through credit union strategic planning sessions. In these sessions, On The Mark Strategies helped SAFE develop a mindset which rejected complacency and desired a challenge. Their strategic planning sessions produced ambitious goals, such as increasing the credit union’s Net Promoter Score (NPS) from 71.4% to more than 80%.
SAFE also asked On The Mark Strategies to develop member experience training for the credit union’s staff. First, a two-day journey mapping session helped SAFE’s leadership outline the member experience standards staff would follow. Then, On The Mark Strategies conducted credit union member experience training with all SAFE staff so every employee would know the “why” behind SAFE’s brand.
Results
SAFE FCU met its 80% NPS score goal only four months after its planning sessions. They experienced continuous growth, and SAFE’s employees became increasingly committed to the member experience. SAFE’s leadership credited the rapid improvements to On The Mark Strategies’ credit union strategic planning and member experience sessions.
Do you want to see similar value? Book a free consultation now!
