The latest from Greg Crandell

Mar 28, 2019 - by Greg Crandell, Query Consulting Group

To build a successful, data-driven organization, do you have to boil the ocean to get a warm bath?

Managers everywhere are looking to grow market share, lower costs and improve customer service by maximizing the use of data throughout their businesses. Everyone, it seems, is talking about the ...

Feb 22, 2019 - by Greg Crandell, Query Consulting Group

Chief Marketing Officers looking for success and satisfaction, remember these 3 things

As the marketing job continues to grow in complexity and reach in most Credit Unions, marketers find themselves delivering campaigns, messaging and more in both physical and digital spaces.  But, ...

Dec 21, 2018 - by Greg Crandell, Query Consulting Group

Want to win? Don’t repeat history, make it

As we come to the end of the year, I’ve been thinking about all of the people who are rightly touting the merits of data analytics, digital transformation and ...

Oct 30, 2018 - by Greg Crandell, Query Consulting Group

The planning season is year-round

Fall is the time of year when organizational leaders gather together to plan for the forthcoming year.  Managers spend weeks, even months, collecting data and preparing materials for executives and ...

Jul 17, 2018 - by Greg Crandell, Query Consulting Group

Directing digital transformation from the boardroom

Often lost in the discussion regarding credit union digital transformation is the critical issue of board leadership.  To ensure the ongoing success of the credit union the board of directors ...

Apr 23, 2018 - by Greg Crandell, Query Consulting Group

When pursuing customer experience initiatives, don’t forget your people

My conversations with Credit Union managers regarding their CX thinking and efforts regularly reveal their wholly appropriate pursuit of “member understanding”, “digital experience improvements”, and “Improved sales experiences”, all leading, ...

Feb 27, 2018 - by Greg Crandell, Query Consulting Group

The biggest threat to your customer experience initiatives?

A recent presentation, and recent experiences, reminded me of the biggest obstacle facing Credit Union leaders who hope to improve their competitiveness by adding customer experience (CX) initiatives to their ...

Dec 19, 2017 - by Greg Crandell, Query Consulting Group

A close encounter of the fifth kind

I recently observed focus group members as they shared their observations and frustrations with recent changes in online and mobile banking applications at their multibillion dollar Credit Union.  I came ...