Originally Posted by David Peterson on Wed., Oct 15, 2014 @ 10:08 am on the https://q2ebanking.com/
Let’s face it, defining a superior Member experience is a tricky prospect. Everyone knows what “Member” means. The confusion arises from the word “experience.” What does that word mean in the context of providing financial services? Is it 24-hour support? Does it mean products work as advertised and your account holders are happy – or just not complaining? What exactly constitutes an “experience”?
A few years ago, Harley Manning at Forrester created a definition of “Customer [Member] Experience.” He noted an experience must come from the perspective of the member and have three components: 1) be useful (deliver value), 2) be usable (make it easy to find and engage with the value), and 3) be enjoyable (emotionally engaging).
This is a pretty good definition; however, I would summarize superior member experience this way: Superior Member experience occurs when a company or an institution consistently exceeds Member expectations, leaving them with a feeling of delight.