Credit Union Geek

Marketing, Strategy, and The Force by Joe Winn

Tag: audio post

Personalization & Relevance…And Going Overboard [Audio Post]

“Yay! The return of Joe’s voice!” is obviously what you’re thinking. And you’d be right. I’m no Morgan Freeman, but getting new, helpful content out to you is still exciting for me.

Listen here:

Press Play to begin 3:55 of geeked-out awesome.

This post is about personalizing your credit union member’s experience. And delivering relevant content at the right time. And also my bathroom remodel.

I’ll be honest; there’s a lot about my bathroom remodel.

Joe's Bathroom Remodel
The towels and mat coordinate great, right?

Delivering personalization and relevance is all the rage right now. For good reason. We all want to be exposed to what we care about.

Just make sure you don’t cross into “cringey-face” hyper-personalized. Or when the information you have is so specific that people wonder, “how did they even get that?”

Listen above to hear my own experience, then get tips to make your own one of delight.

Note: I received a reply from their Twitter account and they explained their system can link mailed coupons with customer e-mail addresses (still not sure how, as the ones used didn’t even have my name on them).

I’m being assured they do not use credit card numbers for personalization, but they’re using a lot of other data nonetheless. Meaning, even paying in cash wouldn’t prevent this link.

Maybe that’s cool for some people, but I prefer knowing when my info is aggregated for someone’s use.

Here’s the e-mail referenced. How cool is that flip-flop mat?

Bed Bath Beyond In-Store Purchase E-mail

My Ultimate Guide To Helping Members In Distress (Audio Post)

Update: The Resolution, and Some Great Lessons

Our hosting provider provided the damaged files (thus, that development site is back) and admitted fault in the issue. Below is a 2nd audio post where I show the other side of customer service and explain what in the world happened (even if you’re not a techie, it’s still pretty wild). Super short summary: It was the polar opposite of that first, critical interaction. And they managed to not blame me the whole time!

Listen while I share the rest of the tale. With some great customer service examples! Note, it goes for 5 minutes.

Original post: Listen First

When things go wrong with computers, they always seem to go big. I bet you have some repressed memories of digital challenges. Given I have had a computer on my desk since I was 5, there are many I definitely blocked out by now.

But this post isn’t about the computer portion. It’s about the service portion. Namely, how to do it right, by experiencing it done wrong. Really, really, wrong.

The audio is about 4:30, and I get that’s a bit long, but it’s worth the listen. If you’re in a crunch, the advice comes in at around 3:30. You’re missing lots of great content, but I want to respect your time!

I would tell the story here, but since it’s sharing advice on how to deal with customers over the phone, hearing for yourself is the best path.

A Little Intelligence On Artificial Intelligence

A few months back, I shared my first audio post.  It was incredibly well received.  In that I enjoyed it and other people (probably) listened to it.  With such a successful start, how could I go wrong returning to the medium?

I read a lot of industry publications.  Probably too many.  But that means a win for you, my reader, since you glean the best of that time spent!  If trending articles don’t mention Millennials or how to maximize your social media presence, they’re discussing the brave new world of AI, Artificial Intelligence.  Even on my blog, the 2nd most popular post is about AI.  Here’s the degree of impact it stands to make for the industry: Everything you research or decide with a person will be done, faster, more reliably, with a computer system.  So, a big deal.

We’re not talking T-1000s in your branches (though they would be formidable security guards).  Nor does it have anything to do with the AI advances you hear Elon Musk warning us against.  For financial institutions, AI is simply a software system that can dive into a ton of data (that you already have) and make accurate risk and other determinations.  It’s nothing new for your credit union, only doing the same thing better and faster.  While serving your members anywhere, on their terms.

Of course, since this is an audio post, stop reading and just push play!

If, after listening, you have more questions about AI (which you should), feel free to leave them in the comments below or contact me directly.  I can provide a number of references to companies doing all of these things today within the financial world.  Are they a fit for your institution?  That’s for you to decide.  But I will say one thing with certainty: AI technologies will become the de-facto determination platforms for most company decisions in the near future.

PS – AI isn’t just for financial institutions.  It’s going beyond and helping serve the unbanked around the world.  Here’s an example of a company seeking to provide credit for the developing world.  Their system uses 10,000 data points on each person, collected by their phone app only (texts, contacts, and much more) to determine if they are credit worthy in 10 minutes or less.  No credit bureau, no credit risk agent, nothing.  Can your credit union do that?  Because if not, there’s an AI tech which might be a fit (Disclosure: I’ve interacted with one of their team members).

Image credit: Giphy (Terminator 2, but you, an honorable geek, already knew that!)

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