MX 2.0
What is Logix Vision?
Help members thrive.
9 or 10
How do you submit a WOW?
Logix Central --- Employee Life --- Submit a WOW
How often are the VP and ME Audits completed?
Quarterly
How does the ME Manual explain how to "Be Engaging"?
• Establish eye contact
• Smile
• Be aware of your body language
• "Good Morning," "Good Afternoon," – whatever is appropriate
• Give undivided attention – "How may I help you?"
• If known, continue the conversation from when the member was in the last time o Example - Mention the vacation(s) he/she was going on, adopting a dog, etc.
What is our brand promise?
"Member-Focused Performance"
We connect people to unmatched smarter banking value, backed by passionate service. It's banking with a heart - and performance tuned to the needs of our members.
Explain how a detractor is worse than a passive score?
A detractor may speak negatively of the service they received and thus damage our brand and reputation. It also counts as -2 toward our NPS score.
True or False
We have a limit of 10 WOW's or $500 per month.
False
There is no limit to the number of WOW's.
True or False
Every observation from the VP or ME audits are weighted equally.
False
Some observations are weighted 5 points while others are up to 10 points.
10 point -
Tellers appear prepared and ready to receive members
FSO displayed a sense of urgency to assist the member once notified by FSR.
FSR verbally greeted with a smile, enthusiasm and a sense of urgency visitors when entering the branch.
MGR model proper behaviors and display a sense of urgency, awareness and responsiveness.
What are two ME expectations of the FSR regarding new members within the first 2 weeks?
Thank you cards - next business day
14 day follow up calls - 14 days
When members walk through our doors, we want to treat them the way we would a guest in our own home. We want them to feel…
WELCOMED - We want members to feel acknowledged, comfortable and treated with respect
SIGNIFICANT - We want members to feel important and cared for
ENGAGED - We want members to feel connected and part of a partnership
MEMBER EXPERIENCE - Create a Consistent Member Experience – detailed, intentional, purpose-driven
List the 4 different categories NPS survey organize into.
In-Branch Transactions
Account Opening
Real Estate Loans Funded
Consumer Loans Funded
What is the WOW program designed to do?
The WOW Program is an effort to encourage and promote member facing departments to find unique and creative ways to recognize and reward any member of Logix.
The primary purpose of this program focuses on identifying when members are experiencing difficult or challenging events in their lives, and empowering Logix staff to seek ways to help alleviate the impacts of those events when and if possible. Secondarily, the program can be used to instill a sense of WOW in any Logix member regardless of their current circumstances.
Ultimately, the WOW Program is a monetary resource available to all member facing staff and management for their discretionary use in our continuing effort to improve Logix service and brand image.
Where do you find the ME Manual?
Logix Central -- Resources -- Knowledge Database
What are the 2 procedures for a teller to handoff a member to the FSR?
There are times when a member is at the teller window, and an additional product is referred, or the member requests additional product. The Teller is charged with completing the following to turn the member over to the FSR.
• If there are no members waiting in the teller line, the Teller may escort the member to the concierge station; Tellers may request the Service Manager’s assistance if there are members in line
• If there are several members waiting in the teller line and the Service Manager is not available, contact the FSR by phone/IM letting him/her know the member is on their way and a brief explanation of what the member needs; then instruct the member to see the FSR at the concierge station (Do not point!)
List 3 ways Logix differentiates themselves from other FI's? (What do we do extra to create a memorable ME?)
•Facility Standards
•Financial Service Representatives (FSR)
•Live Answer & Service Levels
•Handwritten Thank You Notes
•Gift for Opening New Account (Pen)
•14-Day Call Back
•Member Experience Branch Audits
•QAMOs
•Incentives
When does the NPS survey email get sent to a member?
What is the $ limit we can send a WOW for without District Manager Approval?
$150
We are allowed to have one Logix branded pen on our keyboard at all times?
Clean desk policy does not allow pens left at or on the workstation when the employee is not present.
74 days - The first 90 days in most critical as it is the timeframe members are evaluating whether or not they made the right choice to switch banks.
What are the 3 ways we are expected to act as with our members? (Hint: We Act as An: AAA)
Advisor
•Seeks to Understand • Asks Probing Questions
•Offers Solutions • Presents Recommendations
Assistant
•Holistic Approach to Fulfilling Needs• Makes it E-A-S-Y • Improves the Lives of Our Members
Advocate
•Supports, Promotes, and Acts in the Members’ Best Interest • Approaches Situations with Empathy and Critical Thinking
What would be the branches NPS score if we receive 10 surveys and 9 are promoters with 1 detractor?
80%
What is the monthly and annual reward you can receive if your WOW is selected as the best?
WOW of the Month - $100 payroll credit
Annual Awards Banquet - $1,000 payroll credit
What was the score of our last ME Audit on 1/28/20?
100%
FSO
What is the N.E.A.D.S. approach?
Now – what does the member currently have – where do they bank? What types of accounts do they have?
Enjoy – What do they like about their current financial institution and services/accounts?
Alter – What do they not like, or what would they change about the services/accounts they currently have at the other financial institution.
Decision Maker – Assess if the member needs the input of another individual to make the decision about proceeding. "Is there anyone else we need to involve in the decisions today?"