Filene Research Institute

Earlier this summer, Filene held a research event focused on creating exceptional member experiences by redesigning organizations from a perspective of both the inside out and the outside in – meaning looking at how your credit union operates and how various internal teams and systems interact, AND looking at how member experiences in turn, inform your operating structure. We were excited to share Filene Fellow for the Center for Organizational Entrepreneurship Dennis Campbell’s latest research report on Member Experience and Service Excellence. Today, we are even more excited to share Part 2 of the report! So, if member experience is core to your credit union’s strategy, or re-assessing your strategy is a key initiative for your organization this year, then you'll want to look at both those reports: Part 1: filene.org/476 Part 2: filene.org/488 Accompanying each of those reports, you will get a facilitation guide and agenda for a team workshop on enhancing your member experience – with Part 1 -- and Id