In this episode of the Credit Union Sales and Marketing Podcast, hosts Bill McKenna and Paul Robert welcome back Jason Causa, the founding partner of Reviews Up, to discuss the critical role of reputation management in the credit union industry.

They explore how AI technology can enhance reputation strategies, the importance of building trust and member loyalty, and the often-overlooked significance of employee reviews. The conversation emphasizes the need for credit unions to focus on perceived outcomes, realistic rating goals, and the integration of employee feedback into their overall reputation management strategy.

Takeaways:

·      Reputation management is crucial for credit unions.

·      AI can enhance how credit unions respond to reviews.

·      Building trust is essential for member loyalty.

·      Employee reviews significantly impact overall reputation.

·      Perceived outcomes influence member decisions.

·      Striving for a 4.5 rating is more realistic than perfection.

·      NPS should complement, not replace, reputation management.

·      A positive culture can drive better member experiences.

·      Online reviews directly correlate with member acquisition.