Personalizing
at Scale

Now that we kind of understood. How difficult it is to grow and customer acquisition, member acquisition, where Extole has just been this incredible partner in creating key strategies for us to grow our membership base at scale is just one off the CUSP is they have a referral program that is robust and what I mean by robust is that it is not manual. It has this platform that we can scale and versus where we were prior to joining Extole. We had to do everything on a manual basis. You know, from emails to dripping those emails manually finding members that would you know, be willing to refer to what we found in the referral program is that we understood behaviors. We understood who to target, the automations in itself, you have a partner with Extole, meaning that they will find opportunities together with you understanding what your KPIs for your organization are and in that, we created several referral programs. So there is the Evergreen but we’ve also used bursted offers, where we’ve doubled our offer at times when we knew we were going to have to do a sheetment, or times that we knew that we were going to lose memberships through attrition at certain times of the year, so we would effectively plan for those first and they’ve proven to be successful to offset what we already had allotted for to lose in that year for various reasons but primarily is treatment. We’ve also included opportunities where we’ve partnered with other vendor partners and utilized Extole program. For example, just last year, Q4 we piloted along with CU travel, which is a wonderful platform in itself, where you needed to be a credit union member in order to use CU travel site, their platform, in itself is, if you are a credit union member, you have access to their site, and you’re able to get reduced hotels bookings, less than other like Kayak, Expedia, for example and just that unique partnership Extole willing to use how can we use the platform? How can we create a welcome offer? And then, in addition working with a different vendor, that’s Extole and Sky One relationship, where we’ve always been willing to test the real what can we do within Extole, we’ve also created like, welcome offer. You know, just hey, do you want to give us a try? And then we’ve used an excellence platform, again, automations, you’re able to share through social channels, you’re able to do emails, you’re there, able to calculate and estimate when to follow up. And then, of course, the reward in itself. All of this is automated, included with this partnership, other programs that we’ve created for strategy to grow our membership at scale is we refer a refer concierge program. This was a unique program in the credit union world. We have business development officers that work with our select employer groups. They have their own membership base, the employer groups that they work with specifically and for them to reach their sales goals, they have this opportunity to refer themselves. So for example, I opened my membership account to Sky One with one of our business development reps and I really liked working with that individual. So now you know, we worked with Extole. How can we continue this advocacy for you know, Sky One, as well as help the business development officer build their book of business. So that came the birth of our concierge program. So this was amazing. You know, we have three videos out there sharing their links, the same concept as the Evergreen referral program. However, it was not only referring members to join Sky One but doing it through that individual’s link, so that they, you know, they have their goals to meet. And so it was an amazing program that we came up together with Extole and we’ve also done things where we’ve done advocacies for our teachers. We, you know, the California State PTA is one of our groups that we work with, you know, how did we, you know, advocate for teachers through bonus programs. We had people nominate their favorite teacher and then that teacher won an award through this program. Innovation is very key with the Extole Sky One relationship and we continue to push each other to see how we can expand the platform, as well as the relationship to grow our membership at scale.