Guest Editorial by Charlene Foley, Founder, SEEmeCX
Whether your member experience (MX) initiatives started years ago or are just getting off the ground, identifying "Quick Wins" can provide immediate and impactful improvements. Quick Wins are small, practical fixes that can be implemented independently, require minimal reliance on technology, and are achievable within 1-3 weeks. These tasks shouldn’t add significantly to workloads, but can address long-standing issues that may have been deprioritized inside of larger initiatives.
A Quick Win can be a game-changer for organizations looking to create momentum in their MX efforts. By tackling low-hanging fruit, you not only improve the member experience, but also demonstrate to employees and stakeholders that even small changes can make a meaningful difference. Hint: If you’re looking to build alliances and demonstrate your value, forward progress that also benefits another business team is a Quick Win-Win-Win!
Examples of Quick Wins
Quick Wins can take many forms, but the common thread is their simplicity and ability to make an immediate impact. Here are some actionable examples to inspire your efforts:
Simplify Communications:
Review and update member-facing communications to ensure they are clear, concise, and free from jargon. Members shouldn’t need a dictionary or magnifying glass to understand a letter or email. Use plain language and eliminate unnecessary details to make every touchpoint with members as simple as possible.
Clean Up Your Website:
An external website filled with outdated or irrelevant content can frustrate members and hurt your credibility. Spend a few hours auditing your website to remove outdated documents, dead links, and irrelevant announcements. A clean and current website enhances trust and provides a smoother digital experience for your members.
Refresh Marketing Materials:
Physical marketing and branding collateral in branches or service centers can quickly become outdated. Create an inventory of these materials and recycle or replace any that no longer reflect your brand or current services. Fresh, up-to-date materials reinforce your commitment to professionalism and accuracy.
Update Member Experience Reports:
Member Experience reports don’t have to be boring or overly complicated. Look for ways to give your reports a fresh look or a new format that makes data and insights easier to understand and more engaging for your audience. Visual enhancements like charts, infographics, or simplified summaries can make a big difference.
How to Identify Quick Wins
Identifying the right Quick Wins requires intentionality and listening. Here are two ways to uncover areas ripe for improvement:
Survey Data:
Use insights from member surveys to find common pain points that can be resolved quickly. Are members frequently mentioning unclear instructions, outdated information, or slow processes? These are great areas to tackle as Quick Wins.
Employee Input:
Your employees are on the front lines of member interactions and often have valuable insights into what’s working—and what isn’t. Create a forum or process where employees can share ideas for small improvements. You may be surprised at the wealth of knowledge they have about untapped opportunities.
Implementing Quick Wins
Once you’ve identified Quick Wins, the key is to act on them quickly and effectively. Here’s how to make it happen:
Act Promptly:
Stick to the 1-3 week timeline. Quick Wins lose their impact if they take months to implement. Establish clear ownership for each task and set short deadlines to keep the momentum going.
Communicate Changes:
Don’t let improvements go unnoticed. Inform your organization about the changes made, no matter how small they may seem. Use email updates, team meetings, or internal newsletters to share the wins, emphasizing the benefits they bring to both members and employees.
Make it an Ongoing Effort:
Quick Wins shouldn’t be a one-time initiative. Create a system where employees can continuously contribute ideas for Quick Wins and recognize those who participate in identifying or addressing issues. This keeps the cycle of improvement alive and ensures you’re always making progress in enhancing the Member Experience.
By focusing on Quick Wins, you will demonstrate that small changes can have a big impact. Whether it’s simplifying communications, refreshing materials, or addressing website clutter, these small but meaningful improvements can help your organization build momentum toward larger MX goals. Quick Wins remind us that even the simplest fixes can create ripple effects that enhance both member and employee satisfaction.
Take the time to identify and act on your Quick Wins today—you might be surprised by how much of a difference they make!
Pro Tip:
Involving employees in the process of identifying and implementing Quick Wins is not just beneficial—it’s essential. When employees see their ideas being acted upon, it fosters a sense of ownership and collaboration. Celebrate their contributions publicly, whether it’s through shout-outs in team meetings or small rewards. This approach not only improves Member Experience but also strengthens employee engagement and morale.
Charlene Foley, a Certified Customer Experience Professional (CCXP), leverages her extensive knowledge and past leadership in Member Experience as the foundation for sharing ideas and best practices. She founded her firm, SEEmeCX, to help credit unions advance their member experience strategies.