1 minute
Six steps to do first
1. Map the process or employee’s workflow from beginning to end—for working with brand-new accounts as well as adding a service to an existing account.
2. Review and strive to reduce the number of screens or applications an employee uses during the sales process. (This is crucial to analyzing the workflow.)
3. Determine the integrity of your data—how accurate is it and where does it come from? When was the last time you verified all systems?
4. What percentage of members’ email addresses do you have? (The number of email addresses you have controls your ability to extend offers or make timely follow-ups.)
5. Outline the questions members ask during the sales process. Questions will vary by channel (i.e. call center, in-branch or mobile).
6. Recognize the challenges of both the employee and member, including the member’s overall experience.
Stephanie Schwenn Sebring established and managed the marketing departments for three CUs and served in mentorship roles before launching her business. As owner of Fab Prose & Professional Writing, she assists CUs, industry suppliers, and any company wanting great content and a clear brand voice. Follow her on Twitter @fabprose.
