RBFCU’s Collision of CX and the Employee Experience

RBFCU‘s engagement efforts were challenging to manage and even more challenging to measure.

The credit union created its Member Experience Program to incentivize better member service, but its workflow lacked consistency, and there was a disconnect between front-line employees and those behind the scenes. Internal surveys revealed a need to focus on recognition amongst RBFCU’s employees. RBFCU had been ineffective in the past with manual processes and realized that with a more formal recognition program, they could also keep a focus on their members as the organization grew.

RBFCU used Kazoo’s Recognition & Rewards to elevate its member experience program — plus, employee retention increased and customer NPS scores steadily grew.

With the recognition platform in place giving employees visibility of RBFCU’s employee efforts, the awareness of the member experience program went way up as employee KPIs were celebrated by recognition. Potential rewards were selected with the employees in mind, allowing them to use their points towards whatever they wanted — no more generic cash cards, plaques, or gift cards.