“A great member experience is going to be holistic and involve everyone.” - Taylor Wells

Thank you for tuning in to episode 32 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest today is Taylor Wells, Experience Director at On the Mark Strategies. The core mission at On the Mark Strategies is to guide credit unions in their strategic planning, branding, and building their member experience so they can succeed. The team has many years of credit union experience and truly believes in helping credit unions thrive in a competitive environment. On The Mark Strategies differentiates itself through its  core values, the three E’s: Engage, Educate, Entertain. 

In this episode, Taylor discusses the significance of the member experience and how On The Mark Strategies can help credit unions create a customized, authentic, and consistent experience for both employees and members.  Taylor shares the ways his team works with credit unions to understand and improve their member experience across multiple channels. He explains that the team starts with data collection and demographic work to understand the current state of the member experience and hosts multi-day workshops for the credit union team to recreate their ideal member experience. 

During our conversation, Taylor speaks to the disconnect between front and back-office employees and ways to generate buy-in from all levels of the organization.  He also shares the effects hiring, growth, and retention can have on the member experience. Taylor recommends credit unions also look outside of the industry to bring in new talent, while not overlooking ways they can promote from within.  To maximize ROI and brand impact, Taylor advises credit unions to align their community involvement and charitable donations with their brand values and target audiences.  As we wrap up the conversation, Taylor calls out the importance of actionable strategic plans, organizational health, effective marketing, and more.

Tune in to hear Taylor talk about his growing hat collection, his favorite Michael Jordan quote, and the book he recommends everyone read. Enjoy my conversation with Taylor Wells!

Find the full show notes on cuinsight.com.

Connect with Taylor:
Taylor Wells, Experience Director at On the Mark Strategies
[email protected]
https://www.markarnold.com   
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