Net Promoter Conference Miami 2008

Focusing Employees on Member Wow - Denise Wymore

It’s not just a noise a dog might make, it’s a consumer ranking website of everything you’d find in your local yellow pages. In San Francisco, if you search for credit unions, you will find San Francisco Fire Credit Union’s loyal members. They are the highest rated financial institution in one of the noisiest markets in the US. This is not a ranking you can buy, you have to earn it. Every single day.

Diana Dykstra is the CEO of San Francisco Fire Credit Union and a self-proclaimed Net Promoter Score zealot. She HATES satisfaction surveys. Why? Because when she took over as CEO, her credit union had a 98% satisfaction rate. But she knew, just from interacting with employees and members that they were not “delighted.”

Focusing Employees on Member Wow – Emilia Brad

How do you grow at double the rate of your industry with a $0 Marketing spend? Diana Dykstra, CEO of the San Francisco Fire Credit Union, shared her story of driving growth through a focus on customer loyalty and employee engagement.