Audience Will Learn How Navy Federal Credit Union’s Member-Centric Approach Drives the Highest Customer Satisfaction and Retention Ratings in the Financial Industry
STERLING, Va., Jul 02, 2010—On July 8 at 2PM EDT, Vovici will host a webinar titled “Lessons from a Loyalty Leader: A Conversation with Navy Federal Credit Union” presented by Vovici’s Senior Manager, Product Marketing, Justin Corrado and Alan Payne, Manager, Member Research & Development, Navy Federal Credit Union.
In January 2010, Forrester Research, Inc. published the results of an independent research report titled “Customer Experience Index 2010: Banks” and found that a modest increase in customer experience will increase customer loyalty and boost revenues by approximately $305 million for every $10 billion in banking revenues.
Navy Federal exemplifies this trend of elevated satisfaction from credit union customers. From its inception in 1933, Navy Federal has grown to more than 3 million members and $40 billion in assets and yet its vision statement remains the same: to perform with such excellence that all present and potential members will choose Navy Federal as the preferred source for their primary lifetime financial services.
As the world’s largest credit union, Navy Federal has engineered a robust, wide-ranging feedback program that turns suggestions and sentiment into loyalty and advocacy. Webinar attendees will learn how to apply these best practices to their own business to create stellar customer satisfaction and retention rates.
During this webinar, Navy Federal will share:
— How feedback is captured from members
— What and how events and metrics are tracked over time
— When and what feedback is reported on and how it is applied day-to-day
— What success they have experienced from the programs’ inception to present day
Attendees can register here: http://vovici.com/forms/webinars/signup-webinar-20100708.aspx
About Vovici
Vovici is the leading provider of intelligent online survey management and feedback solutions. Powerful, scalable and easy to use, Vovici’s solutions help companies engage customers, employees and partners to increase loyalty, facilitate innovation, and influence critical business decisions. More than a thousand organizations worldwide, including more than half of the Fortune 500, rely on Vovici to turn information into action. Visit www.vovici.com for more information.