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Member Experience

Drive growth through a better Member Experience

You need more than just training

You need cultural change

Practical tools to achieve real results

Our training, support, tools and coaching enable your team to focus on growing your business.

ISM Member Experience Program

ISM will help you develop and embed a culture of success.

Your team will learn to:

  • Engage with Members
  • Understand Members’ life stage
  • Add real value to Members
  • Create memorable experiences that Members will share

Our strategies are specific and targeted:

  • Acquisition of new Members
  • Customers at Risk of Leaving
  • Current low activity Members

With the right strategies, at the right time, directed at the right members your frontline staff will reduce customer loss and drive growth.

ISM drives cultural change that achieves lasting results.  Passive sales approaches are replaced by active relationship management and growth strategies.

Your team will develop new skills, receive practical management tools, learn member management strategies that work, and receive coaching to embed what they have learned.

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ISM will target these outcomes

  • Improve Staff Skills
  • Leverage Your Database
  • Engage Frontline Staff in Sales Campaigns
  • Retain Your Members
  • Stimulate Referrals
  • Generate New Leads
  • Deepen Relationships
  • Increase Volume
  • Reduce Business Loss


Your team will learn to:

  • Engage with Members
  • Understand Members’ Life Stage
  • Add Real Value to Members
  • Create Memorable Experiences that Members will Share


Discuss with us how we can turn your Member Experience Training into a FNS42015 Certificate IV in Banking Services


Complete Online

Enrol for Online course

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The results speak for themselves!

  • During 2013 Police Bank embarked on a program of training all of their Sale Staff to Certificate IV level.   We used the services of ISM to deliver this training, which has produced a tangible improvement in results for the Bank.   With Police Bank being a Mutual Bank, one of the benefits of using a company like ISM, is that the staff are exposed to how other financial institutions operate, and how the staff need to understand we are competing against the Big 4 and Brokers and not other Mutual Banks.  This insight made a huge impact to the team, and made them re-evaluate how they operate.   To measure the success of the course, we reviewed our sales activity by volume and number of loans for the previous 6 month, for the same period of time. (more…)
    Mark HudsonGeneral Manager - Operations, Police Bank
  • Hi Gerard, I just thought I’d send you an email on SWCredit’s recent success at this years QBE Member Care Awards held in Sydney this November. South West Credit was nominated for two awards, Domestic Financial Institution of the Year & Outstanding Improvement by an Individual and I’m happy to tell you that we won both awards! (more…)
    Jessie McConnellLoans & Insurance Officer, South West Credit
  • “Undertaking the Member Experience and Elevate Coaching Programs has provided staff with confidence, energy and a renewed focus on understanding and meeting member needs.  The result has been a 47% uplift from the previous year across our key lending products within six months of commencing the training.  During this period we achieved a 220% ROI, highlighting the value that the Program is contributing to SCU and its ability to deliver a memorable experience to members”.
    Angela HanlyExecutive Manager Financial Services, SCU
  • After training over 2,000 brokers we know what drives their success. You don’t need to be a broker, but you can learn from them… A proactive approach focused on building and strengthening relationships drives results. Our Member Experience Program gives you practical skills and strategies for success. Elevate, embeds those skills into your culture to drive long-term growth…

    Gerard HermensISM Owner and Principal