Making member experience a priority

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first_imgMy recent experience with a credit union got me thinking about “the member experience.”I received a voicemail from a credit union requiring me to respond to a request with detailed information via email. I easily prepared and sent my email, but here’s where it gets interesting: The responding email from the credit union was secured and required a password to open it.I was confused. I didn’t have a password. I attempted to outsmart the system by making up one, but of course it wasn’t accepted. I tried again and it pushed back yet another negative message. If I needed a password to open this email, why wasn’t I offered the option of setting up a password? I had no other option, so I clicked on the “forgot my password” button. The system immediately responded that I would be sent an email with a link to “reset” my password—a password I never had.Frustrating, right?In my inbox, I find the message and click on the link to reset my password. Then it was back to the email where I entered my new password. I thought I was on my way to sending the return email. That didn’t happen though. There was no reply button. 10SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr continue reading »last_img

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