The latest from Rick Leander

Jun 6, 2024 - by Rick Leander, LFB Holdings

Mistakes—Are you making enough?

In the annals of business lore, a legendary tale recounts an IBM executive’s million-dollar mistake. Dreading the CEO’s wrath, the executive prepared a resignation, only to be met ...

Oct 10, 2023 - by Rick Leander, LFB Holdings

Everybody needs an Alec Mercer! (Do you have a Chief Behavioral Officer?)

As a young banker I often saw a television commercial that Western Company, an oil services company used to run. It’s tag line that became famous in Texas – “If ...

Apr 3, 2023 - by Rick Leander, LFB Holdings

The beauty of imperfection: Why credit unions should embrace their flaws

Recently, a credit union executive expressed frustration with their growth rates and argued that their market did not understand that credit unions can do everything the national banks can do. ...

Oct 4, 2022 - by Rick Leander, LFB Holdings

Want to help members complete their goals? Move the finish line!

College is expensive and saving for it is a big issue for families. To help their members, a credit union created a marketing program to encourage new parents to establish ...

Mar 28, 2022 - by Rick Leander, LFB Holdings

Want superior member experiences? Make sure you finish strong!

Recently we worked with a credit union frustrated and confused by their member satisfaction scores in their Mortgage Department. Over the last few years they invested in new tools designed ...

Oct 4, 2021 - by Rick Leander, LFB Holdings

5 tools for improving your members’ financial behavior

There is a common thread in most of the conversations we have with our clients. All of them want to improve their member’s financial health; most are looking for ...

Jun 3, 2021 - by Rick Leander, LFB Holdings

Want to improve member experience? Don’t add, subtract!

Last fall, a client wanted some guidance; they were unsatisfied with the penetration rate of checking accounts within their member base. Over the last few years they had tried many ...

Aug 10, 2020 - by Rick Leander, LFB Holdings

If you are not frequently surprised, you should be worried!

“OK, surprise me,” said no executive ever.  Or at least almost never. The refrain from the top is far more frequently “I want no surprises”. Yet, I’m encouraging you ...