Recently read an article from iMedia titled "Your key demographic speaks its mind", about a mini-survey they did using Peanut Labs an online social network survey organization that was targeted to Gen Y. Lots of great questions and interesting responses but the one that caught my attention: To what extent do you prefer content providers to act upon every suggestion made to them as opposed to those outlets showing clear authority in the content they provide?
Results: 56% - I want users' suggestions to be acknowledged but only implemented on the site's own authority/judgement. 34% - I want to know that they are incorporating users' suggestions as much as possible.
Why did this catch my attention? It should alleviate the fear that organizations have of opening up to their members and asking for suggestions. I like what Starbucks and Dell have been doing to transform their companies. How can we get this mentality in credit unions? We don't have to implement every suggestion but we do need to respond to every suggestion. Member engagement can't be measured any more by the services per member metric. That is just a measure of wallet share, important, but long term loyalty lies in transparency and partnership. That is my problem with the Net promoter score...it is a "feeling at this time" about a member. Important, but not the end all be all measurement criteria.
Bottom line: Listen to all but still make your own decisions and your will gain respect. (Oh, yeah and make sure you let people know when you are using suggestions so they can see that you really do listen.)
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