Salt Lake City – March 22, 2016 – Solarity Credit Union, a not-for-profit financial cooperative, and InMoment announced a partnership to create a customer experience (CX) program that engages, enlightens and empowers its Members.
Solarity Credit Union is $600M+ in size and has more than 50,000 members. Solarity is committed to nurturing people’s dreams and engaging them in achieving their financial aspirations, enlightening them to limitless possibilities, and empowering them to reach life’s most important goals. The company provides a suite of banking products and services including savings accounts for the entire family, free and dividend checking, free online banking, and mobile banking.
“We really see Member experience as our competitive advantage,” said Ralph Cumbee, Senior Vice President and CXO at Solarity Credit Union. “Prior to working with InMoment we made decisions about the Member experience primarily on anecdotal evidence. With InMoment, we have authentic contemporaneous feedback from real members that allows us to understand their needs in real time and make changes quickly, often in less than 24 hours. We can also address longer-term trends and opportunities, all based on exactly what customers want and need from us.”
Cumbee leads Solarity’s Member experience efforts, and with InMoment, has created a listening initiative that’s had an immediate impact on both his internal team and Solarity’s members. Since partnering with InMoment, the team has achieved tremendous success, including:
- Secured buy-in across the entire organization, from the executive team down to the tellers who interact with Members on a daily basis.
- Ability to close the loop quickly on Member issues and concerns.
- Increased the organization’s NPS scores by over 40%.
“There is no limit to the amount you can spend on things like advertising and marketing, but no amount of money can beat the benefits and insight we’re getting directly from our Members through our listening efforts,” continued Cumbee. “They have been so effective, and have seen so much opportunity, that we’ve created a Member Advocacy position focused exclusively on the feedback generated by InMoment. This team member is charged with reaching out to and closing the loop personally with every detractor and every promoter. We track and analyze those findings to identify and address root causes, closing the loop within our organization. Our ability to do this is making a huge difference to our relationships, and to our experiences.”
“Solarity Credit Union’s brand-level commitment and relationship-oriented focus are key to the astounding success they’ve already seen in improving member experience,” said Lonnie Mayne, President of InMoment. “An effective customer listening program enables companies to not only work hard but work smart, while closing the loop with their members. This is definitely the beginning of a very rewarding relationship and we look forward to accomplishing great things together, and for Solarity’s Members.”
For more information about InMoment visit http://www.inmoment.com/.