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FMSI CEO Publishes Article About Branch Service in Credit Union Times

By W. Michael Scott
June 12th, 2013

Credit Union Times Article: Branch Service Can Build Loyalty

"Despite the lure of online banking, ensuring a positive branch experience is still one of the best ways to retain existing members and grow their loyalty. Unfortunately, as many credit unions have discovered, maintaining a branch overflowing with employees does not guarantee good customer service.
FMSI’s experience helping hundreds of CUs to leverage technology to optimize staffing levels affords us a diverse database of knowledge we can analyze to discern activities that positively or negatively affect service. This lets us pinpoint activities that make a quantifiable difference in the branch experience. You can implement some key processes to achieve higher service levels and more satisfied account holders."