Credit Union Geek

Marketing, Strategy, and The Force by Joe Winn

Tag: personalization

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

Be Plex for Your Members

Originally published on CUInsight.com

Each time it works, I feel like Merlin.

I’m talking, of course, about Plex. Consider it a software platform made of pixie dust, magic, and a bit of alien technology. Or just years of dedicated effort from a small team of developers.

“What is Plex?” you ask. Great question. Plex lets you access your digital library on any device, anywhere on Earth (or on the International Space Station, since they have internet now, too), at any time, with no additional effort. It also will add all appropriate information onto your movies, music, TV shows that help sort and access (like episode descriptions, air dates, ratings, etc.). As a long-time user, I’ve watched it grow from a buggy computer program into a must-have feature on any set-top accessory. Pulling up shows and movies within the home is neat enough, but the crowning achievement was when I was waiting for my flight in LAX. I pulled out my phone, opened the Plex app, and it immediately connected to my computer at home. Then, I proceeded to watch one of my movies, 2,000 miles away, as if it were saved within the device. Ask your IT person how many steps of awesome needed to occur for that to work.

Be Plex for your members. No, I’m not suggesting hosting your credit union’s new reality TV series on it, rather, follow their mission: Empower your members to access all services no matter where they are or what device they use. Further, like Plex recognizes a movie and adds all pertinent information, consolidate and organize the member’s relationship as such. A list of transactions and services held is fine, but what about more? If a member doesn’t have a credit card with you, what does your system display? Imagine a dashboard that can adapt to all screen types/sizes and has all of your potential services included. However, it will highlight and feature only those the member holds, to keep the experience focused. Of course, this enables tailored marketing based on their activity. What would help them most based on their current habits?

Before you go rushing out to replace your internal systems, remember, being Plex for your members isn’t about fad desires (they’ve been working on the software for many years). I could be wrong about the dashboard approach. The key is being adaptable. Just because Virtual Reality gear seems awesome doesn’t mean you need an Oculus Rift app for your credit union…yet. Feel free to swap VR for anything else your board or executives claim is essential today.

Even from this geek, at the end of the day, a great experience which fulfills my expectations is golden. Whether I want to watch an episode of my favorite show or check that last swipe on my card, tapping it and watching is all I need.

Image credit: clipshrine.com

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