Business Chief USA December 2019
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CLICK TO WATCH: ‘MOTUSBANK: OUR STORY’ 183<br />
access to their finances enter the<br />
market. “Three or four years ago,<br />
digital didn’t contribute much at all to<br />
the overall new membership growth,”<br />
explains Baldarelli. “When you fast<br />
forward to today, digital is the number<br />
one new member acquisition channel<br />
across all of our districts.”<br />
The launch of motusbank has<br />
realised a surge in new membership for<br />
MCU. As new members benefit from a<br />
holistic approach towards banking with<br />
a company that doesn’t assume the<br />
needs of its users but rather approaches<br />
them for the sort of change they want<br />
to see as members. “One of the<br />
biggest things is to never assume that<br />
you have the answer,” says Baldarelli.<br />
“It’s important to listen to what your<br />
members are saying, to spend time in<br />
operations, the contact center and<br />
branches as well as obtaining a holistic<br />
understanding of the business.”<br />
Specifically on digital member<br />
experience, MCU worked closely with<br />
TELUS Financial Solutions. Keith<br />
Nugara says: “Through collaboration<br />
with Meridian, we aligned on its digital<br />
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