Fairwinds Credit Union does the little extras


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#944-948 in the Project were submitted via a comment by Jordan Belcher @kjbelcher:

FAIRWINDS CREDIT UNIONLet’s look at this handful of Purple Goldfish:

*All drive-thru customers with children get a lollipop. Pretty standard bank-fare. But here’s the kicker: all drive-thru customers with a dogs get puppy treats. The pups get so excited to hear the drive-thru chute. It makes banking (a routine practice) fun for the whole family. [#944]

*Tellers are empowered to provide immediate service recovery of up to $100 per incident w/o seeking management approval. This can be used to buy a customer lunch, purchase flowers, send a special treat or for anything else the rep decides to help recover from a bad service experience. [#945]

*All clients who open a new account or loan receive a hand-written thank you note from their banker. [#946]

*Fairwinds offers free financial education seminars and free document shredding services to the community on a monthly basis. They also have a “No-Fee Zone” posted on their website to help customers avoid common fees. (All three examples found here) [#947]

*Executive management has an “100% availability guarantee” for employees: if you place a call to the “Executive of the Day” and they don’t return your call within 5 minutes, the CEO will treat you to lunch. [#948]

Today’s Lagniappe (a little something extra for good measure) – Here is a fun parody of the Mac vs. PC campaign. How about Banks vs. Credit Unions? Where is the love?

How do you stand out in the sea of sameness like Fairwinds Credit Union? How do you win repeat customers and influence word of mouth? Are you Giving Little Unexpected Extras?

What’s Your Purple Goldfish?

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Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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