People are abandoning their desktops and laptops and relying on their phones now more than ever. In order for your credit union to be successful, you need to adapt your strategy to match this shift in technology. Here are five tips to help you create a mobile plan that works.
The average American checks their phone once every 12 minutes or about 80 times a day during waking hours. So it should come as no surprise that over 80 percent of people use their phone for banking purposes. For this reason, it is imperative for credit unions to have a mobile strategy in place to meet the needs of their membership
Here are five tips to help you create an effective mobile strategy.
- Member Experience
Your member experience should be at the center of everything you do. Whether it is developing your mobile strategy, launching a new product line or merely evaluating your day-to-day operating processes, the member needs to come first. If you are putting the needs of your members first, a mobile-centric approach will naturally follow because that is a banking option people are looking for.
- Investing In Technology
Investing in a user-friendly app is an essential part of your mobile strategy. Your app should include features beyond the traditional check account balance function. Consider finding an app with bill pay integration, remote deposit capture, custom alerts, as well as card controls. Your app should be an extension of your branch and therefore match the look and feel of your credit union’s brand for the best member experience.
- Take A Proactive Stance On Fraud
Fraud remains a top concern when it comes to online banking. Showing you are taking a proactive stance on fraud will help build trust with your membership. Ensure your credit union is using a risk management system with real-time decisioning to help reduce fraud. Other key functions to look for when selecting a fraud mitigation partner are customizable rules for your financial institution's needs, 24/7 customer support, and authorization processing options.
- Consider Artificial Intelligence
Artificial intelligence and automation can offer your credit union cost-savings by reducing the risk of human error. This will help with strengthening your overall member experience. Automation can also help with the challenge of real-time processing and allow your members to have the most current picture of their finances.
- Market It
Once you have your mobile strategy in place, let your members know about it. Implement marketing tactics such as email campaigns, social media and provide training to your staff to help promote it to members stopping in. With the right scripting and identifying conversation cues, your team members will become your mobile ambassadors.
Do you have questions about your mobile strategy? Contact MAP today to learn more about effective techniques and our mobile banking technology designed specifically with credit unions in mind.