Key elements of good member experience

first_imgSimplicity, Visibility and Empowerment are three of the key elements impacting member experience.Simplicity sits at the core. Your members likely refer to it as “easy to do business with”. Concepts of straight-through processing, frictionless experience, intuitive interface (UX) and real-time response rely on simplicity. By definition, simplicity forces an organization to be focused on what is absolutely needed to complete a member request. It questions everything else that we do that adds minimal value but is needed due to poor process design, audit requirements, technology or talent limitations.  It is perhaps the most difficult element to achieve as it requires examination of business practices, identification of “clutter” and envisioning a future state. Simplicity is not to be mistaken with a sleek user experience (UX) on mobile application or website. While clean UX absolutely impacts member experience, we need to think of simplicity in a more holistic way – member experience is defined as the cumulative effect and impression left on the member over time. That means everything they do with us, regardless of how and when, will leave an impression on them. So, the best way to deliver simplicity is to start with processes or transactions that have the highest volume, i.e. account opening, check deposit, commercial loans, mortgage refis, etc., and reengineer them to deliver a frictionless experience.  To reengineer effectively we need to put ourselves in the member’s shoes.Visibility will help maintain the trust that was built during the “sales” life cycle and reinforce expectations. Providing visual management tools to members that explain the process, and provides status updates keeps the member engaged. It also takes the burden off your talent to actively manage the process – receive incoming calls, escalate requests – while also removing opaqueness.  Let’s take a commercial loan process as an example. Typically, a longer than average process, requiring a significant amount of documentation from the member, followed by UW, development of committee presentation, review by committee and finally preparation of closing documents. Here is a way that visibility can be created for the member: At the term-sheet stage provide a simple visual graphic outlining the major milestones of the lending process, typical SLAs and what the member should provide in order to successfully close at their requested date. Provide status updates at the end of each milestone to demonstrate progress, building trust and confidence.  We can use that touch point to also remind the member of the next phase plus any additional information that may be required.   The more we keep the member in the loop, the more confident they will become with the expected outcomes and there will be less escalations by the lenders.Empowerment is about choice which by turn means providing various methods and options for the member to interact with you – the industry buzzword is Omni-Channel. The true essence of empowerment is allowing the member to do what they want, when they want, without necessarily involving anyone. Empowerment has a heavy reliance on simplicity – there is nothing more frustrating to a member that initiates an activity, but is unable to complete it because of inadequate system capabilities or poor process design. So while a team is working on simplifying and streamlining your core member-facing transactions, another can be focused on how to deliver those services using other platforms – mobile and website. Additional elements on the critical path to omni-channel success are:  Developing a sound strategy for authentication, and designing smart forms with clean UX (not allowing incomplete or inaccurate forms to be submitted by members).Every industry will have additional elements that define member experience; in the financial services sector protection (fiduciary responsibility, as well as personal data) will likely be critical, and in healthcare it may be accuracy of drug formulation (the medication shouldn’t adversely impact anyone). But at its very core for industries that are highly commoditized, with large transaction volumes – like brokerage, banking & insurance – a clear strategy around simplification, visibility, and empowerment will surely enhance member experience and differentiation. 1SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Sheila Shaffie Sheila is the co-founder of ProcessArc, a consulting and training company focused on client experience and transformation.  Her company is a trusted partner of financial institutions globally including: CUNA Mutual … Web: Detailslast_img read more

Julianne Hough Steps Out After Filing for Divorce From Brooks Laich

first_img“We have lovingly and carefully taken the time we have needed to arrive at our decision to separate,” they said in a joint statement at the time. “We share an abundance of love and respect for one another and will continue to lead with our hearts from that place. We kindly request your compassion and respect for our privacy moving forward.”In August, the duo sparked reconciliation rumors when they were spotted at lunch. One month later, a source told Us Weekly that Julianne and the former NHL player were “giving things another shot.”- Advertisement – – Advertisement – One day later, the Footloose star broke her social media silence when she chronicled her work out session with brother Derek Hough via her Instagram Story. Julianne shared a selfie in a gray sports bra and leggings and also posted a video of herself balancing on a wooden board.Julianne Hough Steps Out Without Wedding Ring After Filing for Divorce From Brooks LaichJulianne Hough and Brooks Laich. Sara De Boer/StartraksIn another clip, the Rock of Ages star filmed herself lying on her back as she stretched her legs in the air.Julianne filed for divorce from Laich, 37, on Monday, November 2. The pair — who tied the knot in July 2017 — announced their separation in May.- Advertisement – Keeping busy. Julianne Hough was spotted out for the first time since filing for divorce from Brooks Laich five months after their split.The Dancing With the Stars alum, 32, was seen heading to work out at a studio in Los Angeles on Thursday, November 5, without her wedding ring, in photos published by the Daily Mail. Hough wore a cropped black sweatshirt and leggings with matching sneakers and a Chanel purse.- Advertisement – A second source told Us on Wednesday, November 4, that the former couple “had a lot of back-and-forth moments” about their relationship.“When they took time apart, Julianne was heavily involved with Kinrgy, and because Brooks helped her develop it, they continued to stay in touch and also were connected because they share the same friend group,” the insider explained. “They missed each other and ended up hooking up a few times during their breakup and have tried to sort out their marriage and business commitments.”However, the source noted that Julianne and the Canada native “just can’t get past their problems,” despite their efforts.“Julianne had a dinner party with friends a few months ago, which Brooks came to,” the insider said. “They were trying to be lovey-dovey with each other and have a good night with a few friends, but Brooks ended up bringing up some of their issues in front of everyone and it became a big fight.”As Julianne has focused on working out amid their split, Laich has turned to prayer. The athlete opened up about his coping mechanisms on the Monday, November 2, episode of his “How Men Think” podcast.“I also say I’m grateful for the blessings and the challenges in my life,” he said. “I’m grateful that life isn’t just easy. Prayer has been a really big one for me to be able to acknowledge what I’m feeling. It’s just practicing gratitude out loud.”Listen to Us Weekly’s Hot Hollywood as each week the editors of Us break down the hottest entertainment news stories!last_img read more

California exposes Syracuse zone in 2K Sports Classic win

first_imgNEW YORK — Syracuse’s zone couldn’t keep it in the game Thursday night. The 2-3 set that usually suffocates opposing offenses was scrambling against California. There were too many short possessions on the other end of the floor and some slow transition defense by the Orange. And as SU fell behind, it had to extend its zone, leaving Golden Bears’ forward David Kravish increasingly open in the high post in No. 23 Syracuse’s 73-59 loss to California on Thursday night in the 2K Classic at Madison Square Garden.“We just wanted to run everything through the high post,” Cal guard Jordan Mathews said. “We have a lot of action in the high post. Guys like David, like Kingsley (Okoroh) and Christian (Behrens) are great passers so we thought that that was our main point where we could attack the zone. And it worked.”Most every team goes after the zone through the high post, but the Golden Bears were just the first to beat it this season. Their 42-percent 3-point shooting was a big reason.At first, Cal couldn’t shoot over the zone and hardly tried to. Jabari Bird’s 3 with 4:17 left in the first half was the Golden Bears’ first made triple and only their sixth attempt.AdvertisementThis is placeholder textThey only shot one more the rest of the half, a contested look from Bird on the left wing that SU’s Trevor Cooney ran out at.“At first we were a little stagnant,” Bird said. “They were pretty long out there. They made sure we didn’t get any quick shots up. And at first it was a little tough but once we got a few jump shots our confidence increased and we started making good plays on both ends of the court.”At halftime, Cal led 34-22. But then the Golden Bears started to hit contested looks. Kravish hadn’t stopped exploiting SU under the basket. As the game wore on, though, Syracuse had to play California further and further away from the basket, sometimes inverting the zone to close out the wings with more of a 3-2 look. It opened up more space around the basket and SU was back where it started, giving up points in the paint.Kravish had slipped in behind Rakeem Christmas and Chris McCullough just 2:20 into the game, giving Cal a 5-2 lead. He would finish with 12 points, nine rebounds and five assists, punctuating his night with a dunk with 2:29 left in the game to give Cal a 69-52 lead.Afterward, Syracuse head coach Jim Boeheim said the game wasn’t about defense, that it was about the team’s offensive struggles. And SU did hold Cal to a beatable point total.But when asked what the Golden Bears did better in attacking his zone, Boeheim said: “They had a really good player. Some people don’t.” Comments Published on November 21, 2014 at 1:04 pm Contact Jacob: [email protected] | @Jacob_Klinger_ Facebook Twitter Google+last_img read more

Metcalf wins CEO penalty shoot outs at JOY Sports Invitational Tournament

first_imgChief Executive Officer of Accra Brewery Limited and Voltic (GH) Limited Greg Mitcaf scored all three chances of the maiden edition of the CEO’s penalty shoot outs of the JOY Sports Invitational Tournament at the El Wak Stadium on Saturday.The shoot out involved 12 Chief Executive Officers with 8 representatives in the one day event.last_img