For most financial institutions, launching a new rewards credit card means explaining the benefits to customers. For the North Carolina State Employees’ Credit Union (SECU), it meant starting much closer to home.
When SECU introduced its new rewards card portfolio last year, the credit union wasn't simply adding another product. It was introducing an entirely new rewards ecosystem to members and employees who had little familiarity with reward cards. Moving from a single legacy Visa card to four distinct offerings required a significant education effort—one that began internally before extending to the membership.
Under the leadership of Brad Moats, SVP of Card Product and Portfolio Strategy, SECU launched employee pilots, hosted virtual manager meetings, and conducted more than 100 branch district sessions to help employees understand how rewards programs work and how to communicate their value.
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