Get CloudCherry to analyse your customer’s journey, solve problems and delight them
Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
Your member expectations are evolving, stay ahead of the curve
Deliver a Modern Member Experience with CloudCherry
Deliver a member experience that pays
Member Journey Mapping
How well do you know the experience your members have when they walk into one of you branches compared to when a customer logs into your online banking portal? In reality these are very different journeys, and if you’re not tracking the experience along both journeys you may find that it’s much different than you imagined.
Member journey mapping can help discover gaps in your member experience, expose operational inefficiencies, and provides suggestions to improve each touchpoint. For example, do you know how many steps it takes for a new member to obtain a loan? If the last time you walked through the processes of your members was a while ago, you might be surprised at the hoops you make them jump through.
CloudCherry is equipped with an in-product journey-based feature that aids your Member Experience Management. By combining the journey map with member touchpoints like a post-transaction survey, measuring the member experience becomes more about the contextual, lifelong relationship you have with your members – and less about one moment in time.
Close the Loop for Member Delight
Detractors, when handled correctly, often become your brand’s strongest advocates. Our loop closure module allows you to act on member feedback in real-time. This ensures that your member experience team can now proactively call back members and resolve their issues before it sticks with them. With CloudCherry, you can ensure that your key stakeholders get real-time alerts to negative feedback, and are empowered to take actions immediately. Our goal is to give you the tools needed to make sure no member leaves unhappy. Our Platform provides you with the ability to create these alerts in form of email/SMS notifications, daily summaries or even as tickets which can be accessed by a dedicated agent to close the loop. Setting up your loop closure system using CloudCherry allows you to set up a rigorous process that fits within the organizational culture. It allows you to analyse the customer’s experience that led to the feedback, as well as helps you feed the result of your dialogue with the customer back into the system to gain a comprehensive understanding of the intervention.
Insight that moves your business
Which branch has the best rated environment? How does NPS vary across the different demographics? Which financial products have the lowest overall rating? Getting answers to these questions with traditional survey questions would require exporting huge spreadsheets of data and an enormous amount of time. But with CloudCherry’s single-question approach to data collection and storage, you can slice your data in real time, in product, with the response analysis module.
Dive deeper into what your members are telling you to truly understand the needs of your member base – across different segments, member journeys and branches.
Calculating experiential ROI for Nymeo CU is possible through
Member Experience Manager
Calculating experiential ROI for Solarity CU is possible through
Member Experience Enthusiast
The Ultimate CX Platform for Credit Union Member Loyalty
Overcoming the Challenges of a Modern CX Transformation
CloudCherry + Puma: Leveraging Insights to improve Store Experiences