leeflet best practices: boots on the ground
DESCRIPTION
Leeflet Pilot Best Practices Webinar #3 SlidesTRANSCRIPT
Leeflet pilot: Best practice
December 2013
We are so glad you are participating!
+Meet our team
Tansley StearnsChris Fraenza
THINK. DO. CHANGE.
TODAY’S AGENDA
1
2
3
4
5
Driving Team & Departmental Engagement Review
Boots on the Ground Key Findings
Member Survey Update
Next Steps
Questions
Team & departmental engagementThe top ten list!
What I learnedKey Findings
Departmental cohesion
→ Marketing & Frontline = The Perfect Match → Accountability
• What’s enticing your employees to send Leeflets?• How can you drive employee engagement?• Where does it fit within the organizational culture?
→ Member Experience – “It’s personable!” • How does a receiving a Leeflet sound?• Where and when is it offered?• Where in the branch is it being used?
Key findings
→ No IT integration → Ensuring employee access→ Housing the web form
→ Intranet → Desktop→ Bookmarks → Auto-launch
Our it friendsKey Findings
Expectations→ Training
→ Leeflet 101 – “That’s it?!”→ Beyond functionality → Build it into the member experience
→ Start with small steps & build→ # of sent Leeflets→ Click-throughs→ Team goals → Individual goals
→ Minimum basic expectations vs. goals→ Celebrate success→ True consequences
Key findings
→ Member/non-member inquiry
→ During a transaction → Teller line or desk
→ During a call → Follow-up
→ Calls → Email / live chat
→ Support FAQs
The best time for a leefletKey Findings
Research updateWhy do you care about research?
Post-pilot: Next Steps Next steps
Questions?
