About Us
What We Do
MemberShoppers is a service of Anderson Research Associates. Our mission is to provide credit unions the actionable insights they need to differentiate their brand in the highly competitive financial service marketplace. We recognize that the member's brand experience consists of thousands of touchpoints. Our goal is to help credit unions ensure that that the member consistently experiences the brand promise at each touchpoint. We put the "why" behind the "what" your members are doing!Over the past twenty years, credit unions have become extremely adept at tracking what their members are doing. The wealth of information stored in the member information file has allowed credit union strategists to track household account purchase and activity with a high degree of accuracy. Today marketing executives can mine data to determine how many accounts their member households hold and in what combinations. They can determine how often and through what channels members interact with the credit union. This behavior-based data allows the credit union to understand what members are doing at every stage in the member cycle. The Missing Piece of the Research PuzzleThe question for credit union executives has become, "Now that we know what our members are doing, how can we understand why they are doing it?" A credit union may know that its members maintain 2.8 accounts per household with the credit union or that 60 percent of members are "highly satisfied" with the service the credit union offers. The unanswered question is why members aren't doing more of their business with the credit union. Finding the AnswerAt Anderson Research Associates we help credit unions put the why behind the what. Through our industry-specific qualitative research processes, we help credit union executives understand the member experience so that they can design or refine products, packages, pricing structures, and processes that provide member value and encourage member purchasing behavior. We pinpoint the ways in which the credit union can meet and exceed member service expectations to increase satisfaction levels. Our unique MemberShoppers secret shopper program gives credit union coaches a critical tool for increasing staff proficiency in sales and service. We find the answers to executives' key strategic questions:
Who We Are
Anderson Research Associates was founded by Constance Anderson, one of the nation's leading authorities on credit union marketing and market research. Since 1996, Anderson has provided credit unions with the insights and information they need to develop both marketshare and membershare. Anderson is the author of four books on credit union marketing. Strategic Marketing for Credit Unions, The Credit Union Marketing Handbook, and Catch Your Members on the Net were published by CUNA and Affiliates. Her most recent book, A Fresh Perspective on CRM is available through CUES. Anderson holds an M.A. in marketing communications. She is a strategic partner with both Michael Neill and Associates and Credit Union Brand Point, providing both research services and consulting services. Anderson has worked with credit unions across the nation to develop strong brands that differentiate on service delivery. She specializes in sales and service measurement, brand awareness measurement, and brand touchpoint analysis. Her client list includes credit unions with assets of 50 million to over 1 billion. E-mail: Constance@membershoppers.com Phone: 800-548-4417 |
Go Back to Main Page
