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FMSI CEO Publishes Branch Experience Article in Credit Union Journal

Credit Union Journal

By W. Michael Scott
June 17th, 2013
Credit Union Journal Article: The Talk is of Mobile, But the Branch Experience Still Matters

"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 discover, maintaining a branch overflowing with employees does not guarantee good member service. Our 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. This article highlights some of the key processes you can implement to achieve higher service levels-and more satisfied account holders."

Read the entire article here