Net Promoter: FS Vendors’ Product of the Week
Please give a short bio of your company
Member Loyalty Group is a CUSO (Credit Union Service Organization) and was established in 2008 by six leading credit unions to solve a common credit union problem – measuring, managing and taking action on member feedback. Member Loyalty Group cemented an exclusive partnership with Satmetrix and other industry leaders to deliver world-class tools and create a consistent, trustworthy benchmark using the Net Promoter Score™.
What is your product or service?
Member Loyalty Group provides an organization-wide Net Promoter® Program to credit unions to help them take action based on member feedback and see bottom-line results.
Please give a brief synopsis of the product/service
We don’t just “do NPS”, we make sure your Net Promoter Score is as accurate as your financial statements through trustworthy data collection practices, a deep understanding of loyalty drivers, and an exclusive partnership with Satmetrix.
The questionnaire utilized in our program was developed specifically for credit unions by the co-creators of the Net Promoter Score to help fully understand the multiple drivers of loyalty.
Our unique system for data collection allows us to provide you with detailed, timely , and statistically significant information. We prevent “survey fatique” and other common do-it-yourself errors by leveraging the world-class Satmetrix® NPS platform.
Maintaining a consistent survey methodology across all credit unions results in trustworthy comparisons that provide tremendous insight. At last you can have a reliable loyalty measure & benchmark for your organizational score card.
Why would a bank or credit union use your product/service?
- Tie member feedback directly to bottom line results – through increased operational efficiency, increased product usage, and overall growth
- Hold staff accountable and evaluate performance at the branch and individual level
- Drive major management decisions and align organizational priorities with your most loyal members’ priorities
-Accurately measure & track member loyalty over time
-Convert dissatisfied members into promoters through closed-loop action alert process
-Automate reporting and push alerts to frontline staff so they can act quickly and resolve issues
-Compare your credit union with industry standards and share best practices/success stories with other MLG participants
Our program allows you to consistently create WOW experiences for your members and differentiate your credit union from other financial institutions.
Who is your competition, and what do you do better?
There are many survey companies out there, but the voice of the member program Member Loyalty Group provides is unique. We don’t just measure your member satisfaction or loyalty through a Net Promoter Score, we put tools and processes in place that allow you staff members at all levels to take the actions needed to drive bottom-line results.
What type of help support is offered?
Member Loyalty Group is here to help our participating credit unions every step of the way – from the initial implementation to quarterly benchmarking. We’ll help you get the most from your Net Promoter System.
NO NET Solutions: FS Vendors’ Vendor of the Week
What is your company name?
Please give a short bio of your company
NO NET Solutions offers proven methods to help you become a better leader, parent, executive, trainer, and speaker.
When was your company started?
Although NO NET was formally established in 2012, the company was built on speaking and consulting relationships formed over the last 10 years with individual credit unions, state leagues, CUNA, CUES, and other partners across the country.
What is your targeted market?
NO NET works primarily with credit unions across the county to provide leadership development, confrontation and conflict resolution skills, active listening techniques, member/customer service solutions, and public speaking training for their employees.
Who is your competition, and what do you do better?
Let’s face it: there’s no shortage of leadership development/consulting/communication skills companies out there. And while they usually offer a decent product, many of the skills that form the core of their offerings – listening actively, confronting respectfully, seeking win/win collaborative solutions, keeping the drama to a minimum – were first (and best) put forth in L.E.T. This is why L.E.T. is, and will always be, the cornerstone of NO NET Solutions.
Our real competition, however, is apathy and fear. It’s easy for organizations and individuals to fall back on one or both, in various disguises and forms, to avoid investments in personal and professional growth programs because these will spark change. Once formed, habits are jealously guarded. NO NET recognizes this and is very open about the fact that L.E.T., P.E.T., and its other offerings are difficult. They’re designed to change the participant’s behavior in a positive direction, which takes discipline and time. And as such, they’re probably not for a prospective client looking for a simple one-off “edu-tainment” session that is quickly liked but even more quickly forgotten.
NO NET’s founder, Andy Janning, is the former VP of organizational development for one of the largest credit unions in the country and the winner of 8 state and national awards for excellence in employee development. That skill and experience helps the company deliver quality programs uniquely suited to a credit union’s financial and strategic goals.
What types of products and/or services do you offer?
The most popular product offered by NO NET Solutions is Leader Effectiveness Training (L.E.T.). Designed by Dr. Thomas Gordon, the model on which L.E.T. is based has helped nearly 8 million people in 43 countries over the last 50 years. L.E.T. was the program that first coined the terms “Active Listening”, “I-Messages”, and “Win/Win”. Dr. Gordon’s work in this area earned him 3 nominations for the Nobel Peace Prize. L.E.T. is the only leadership development program of its kind that can make that claim.
L.E.T. is the foundational element of our “Future Leaders” development program, a 12-18 month system designed to help emerging credit union leaders step into challenging leadership roles.
NO NET is also proud to offer L.E.T.’s “sister” program, Parent Effectiveness Training (P.E.T.). It helps parents talk to their kids so that they will listen, listen to their kids so they feel genuinely understood, and resolve conflicts in a win/win method that helps problems stay solved and avoid the use of harsh punishment.
NO NET offers a wide range of other organizational development programs, like “Round Table Truths: An Exercise in Ethical Business Behavior”, “Training Tips from Tinseltown: Learning Lessons from Hollywood Legends”, “Tips for Terrific Talking”, “Handling Wet Cats: Dealing with the Difficult People in Life”, and many others. All are customized for the specific needs of the credit union culture.
NO NET also provides provides phone system announcements, commercial and long-form narrations, and character voices to a variety of clients across the country.
How much does your company embrace risk?
With both arms. It’s the inspiration behind the company’s name. More on that in a moment.
What else is interesting about your story?
Our name is a reference to the disciples who dropped their nets to follow Jesus in Matthew 4:18-20. To these first followers, nets represented not only safety but also the only way of life they’d ever known. Yet in order for them to change the world, and to experience change in their own world, they had to make a choice: hold tight to the safe, or let go and commit to the new.
Life poses this same choice, and whispers this same call, every day. The new demands the courage to cut ourselves free of the old, because nets will ensnare, trap, and trip. Regardless of your faith or creed, you were never meant to be safe. You were meant to live fully and freely in a world full of change and possibility.
NO NET Solutions will help you drop your net and change your world.
Do you have a blog, Facebook page, Twitter account, etc.?
Website: NONETSolutions.com
Twitter: @andyjanning
Facebook: https://www.facebook.com/NONETSolutions
LinkedIn: http://www.linkedin.com/in/andyjanning
Connect Financial Software Solutions: FS Vendors’ Vendor of the Week
What is your company name?
Connect Financial Software Solutions
Please give a short bio of your company
Connect Financial Software Solutions, LLC was formed to engage in developing, operating and managing software solutions for our clients. Connect’s primary product is a leading edge Online Banking solution. Connect’s solutions tend to be niche applications that address specific needs for our client organizations. Connect’s philosophy is to operate with a cooperative spirit and grow through partnering with progressive organizations in the financial industry.
When was your company started?
Connect was founded in 2007
What is your targeted market?
Connect FSS is focused solely on the credit union space, serving institutions ranging from $100 million in assets to well over 1 billion in assets.
Who is your competition, and what do you do better?
Connects primary competitors include Intuit Financial Services, Q2, ORCC, and JWAALA. Connects ability to build custom solutions, offer member configuration capability, and our exceptional level of integration to credit union core systems differentiates us from the competition.
How many current customers do you have and what is your estimated yearly growth?
Connect currently has 13 clients, and we have been roughly doubling our client count each year since 2010.
What types of products and/or services do you offer?
Connect FSS provides in-house and hosted Online Banking, Mobile Banking, Mobile Remote Deposit Capture, Account Opening, Online Account Opening, and customized software solutions to credit unions, with an eye toward core system integration. Our sister company, PSI, develops highly custom software applications to facilitate improved workflows and increased communication and integration to client core system and other third-party applications.
How do you see your company in the next 2-5 years?
Connect maintains a boutique-like model, delivering exceptional configurability, customization, and service. Our goal is to retain these capabilities, and to grow at a modest rate to assure we do not deviate from the approach that has helped us be successful.
How many employees and/or freelance contractors do you currently have?
Connect currently employs 14 individuals.
How much does your company embrace risk?
We tend to be in the moderate risk category.
What has been the biggest challenge you have had to overcome as a company?
The largest challenge for Connect was establishing a foothold in the market. We provide a high visibility solution, and earning trust and confidence early on was very challenging.
What else is interesting about your story?
Unlike many organizations, we are not focused primarily on growth. We do wish to grow the number of clients we serve, but in a modest, measured fashion so we can maintain an exceptional level of service, flexibility, and support for our clients .
Do you have a blog, Facebook page, Twitter account, etc.?
We do have a Facebook page, and an individual presence on Twitter.
