The VisionDifferentiation from the Norm – The Experience our Members Deserve
Building Stronger Relationships• Removing the Barriers• Space Available for Members
The Time is Now• New Headquarters• Better Location for Membership• Higher Visibility
The Member ExperienceHow Advantage Way Will Look
1. Clean lines, white space, open concept2. Lounge Furniture3. Member Experience Advisor Pods• Security• No Barriers
4. Coffee Bar5. Member Terrace6. Wifi
The Member ExperienceHow We Will Bring This Concept to Life
1. Professional Warmth 2. Seamless Process3. Educational 4. Consultative Relationships5.Consistency
The Role Design
What’s in a Name?1. Knowledge, Skills & Abilities 2. Job Description3. Performance Model Benchmark• Easy Simulations
The Role DesignKnowledge, Skills & Abilities
Member Experience
Advisor
Member Focus
Flexibility
Consultative Sales Aptitude
Adaptability
Ability to motivate others
Community focusRapport building (Connect ability)
Strong oral and written
communication
Critical Thinking
Sound judgment
Problem-resolution
Team Collaboration
Root Cause Analysis
Technology friendly
The Role DesignKnowledge, Skills & Abilities (Top 5)
Member Experience
Advisor
Connectability & Rapport
Building
Collaborative Problem Solving for Relationship
Building
Critical Thinking & Sound
Judgment
Member Focus &
Commitment
Consultative Sales
Aptitude
The Staffing Plan
1. Assess Staff2. Staffing Model Benchmark3. Determine who will be at Advantage Way
a) Pilot Staffb) Recruiting Needs
The Learning Plan
1. Create the Pilot environment/team2. Bring the Member Experience Advisors into the planning
process as co-creators to increase buy in3. Conduct the training sessions4. Follow up to training by tying the concepts back to what
the MEAs suggested5. Build the experiential learning6. Hold monthly group conversations between the MEAs and
all branch management to discuss the move7. Create a vehicle for peer feedback
The Learning PlanCo-Creator Employee Buy-In
Pre-Training FeedbackHR/Management to speak independently with the various MEAs about training and to gather feedback about the topics for training.
Training ImplementationThe feedback will be noted and taken into consideration for training. If possible concepts or concerns will be woven into the training.
Post Training Reinforcement After initial training is complete, reinforce learning by tying in those suggestions that were made in the pre-training visits.
The Learning PlanSaturday Session – Service Extraordinaire
Celeste Cooke
• If you’re not learning, you’re not growing• Own your member for life• KISS – Keep It Simple and Strategic• Never see only the member in front of you – see the 485 people
they touch daily• Empower others with the knowledge you gain• Branding from the Inside• You have to be willing to take risks
The Learning PlanSaturday Session – Experiential Learning
Rick Miller
Field Trips - 3 Separate Groups to Service Providers• Lowes Foods• Starbucks• Lowes Hardware• Trader Joes
Chick-Fil-A Manager Visit
SBI• Situation• Behavior• Impact
The Learning PlanInternal Learning Process
Ongoing – Learning and Growth Mindset
Products and Services• Features and Benefits
Relationship Building• Open Ended Questions• Current and Future Needs
Lending • Credit Report Mining• Focus on the Experience – Not the Product
Tools• Interactive Board• Contacts
The Learning PlanBuilding a Team - Peer Feedback
Group Session
1. Introduce the concept of peer feedback 2. In order to make it safe use the SBI model
a. Situationb. Behaviorc. Impact
3. This should be done without high level leadership to create group cohesion and trust
4. Follow up to ensure this is happening
The Validation
1. Spot Checks - ensure MEAs are following processes to provide consistent experience
2. Employee Recognition – for Exceptional Member Experiences
3. Follow up Calls - after a member adds a new product or service to deepen relationship
The Validation
4. Testing• Product and Service Knowledge• Understanding and Presenting Benefits• Review of Member Interactions and
Results• Knowledge of Interactive Board
Credit Union-Wide
1. Meet the Model Interactions2. Employee/Manager 1 on 1 in Branch 3. Relating Model back to everyday4. Process Improvement5. Next Phase
Challenges
Change, Change, Change• Staffing • MEA Comfort Behind the Pod• Member Habits• MEA Life Experiences• XP/Recyclers/Drawers/Drive Thru