YAKIMA, Wash.–Solarity Credit Union has been named as one of five recipients of a customer experience (CX) Customer First Award from InMoment, which recognizes an organization that upholds a customer-centric business model.
The other winners of the award were Petco, Rite Aid, Tiffany & Co., and Caesars Entertainment.
Solarity was honored at InMoment’s Customer Experience Elevated 2017 conference. Based on InMoment’s Red Shoes initiative, Solarity Credit Union was chosen from more than 350 clients for putting customers “at the center of everything they do.”
With 54,000 members across Washington, both executive-level support and employee buy-in drives company culture and differentiates Solarity as a consumer experience leader within the financial services industry, the organization said.
Solarity said it operates a robust, omni-channel member listening program across various touch points, including mortgage, in-branch, call center, mobile banking and more. Insights from customer feedback are delivered in real time to the Solarity Member Outreach team and the executive team which drive both operational and strategic changes. Additionally, “Solarian Salutes” notify all staff of positive staff mentions and are used to recognize top-performing employees.
“At Solarity, we’re committed to delivering an exceptional customer experience,” said Ralph Cumbee, CXO at Solarity Credit Union. “That’s why the entire leadership team, from the branch managers to the CEO, tracks Solarity’s progress each day. We’re thrilled to receive this honor from InMoment.”
Recently, Solarity expanded its listening program to include both Voice of Employee and Employee Engagement feedback to provide a more holistic view of the member experience. The credit union said its willingness to listen to and act on member and employee feedback, has increased their Net Promoter Score (NPS) by 40%.