The importance of professional education
As a mortgage professional, you take your job seriously. You know that it’s not enough to have great member service skills; you also need to be a student of the business. You read blog [...]
Community Archives
Lessons from Dolittle: Five ways to grow long-term impact with a diverse team
I love the movies. I relish great storytelling and suspending my disbelief to immerse in another world. Now that she’s getting a bit older, my daughter MacKenzie and I have created a joint hobby [...]
Women in leadership positions in credit unions: Your most powerful tool is your mind
If you are old enough to remember floppy disks, syntax errors, bits and bytes and Dos, you will also remember thinking and wondering why you didn’t get every piece of information that you needed [...]
Is your ad agency equipped for data driven marketing?
Our credit union clients with member databases have discovered many of the unintended consequences data-driven decision making has on their senior team, organizational responsibilities and business partners. Using member data as opposed to intuition or [...]
A compliance professional’s guide to 2020 examination priorities
NCUA has released its supervisory priorities for the year, so you might want to grab a drink (non- alcoholic!) before reading it because the letter is lengthy (at least compared to what’s been released [...]
It’s okay, I know I’m your favorite
It has always been said that parents do not have a favorite child. They love all their children equally for their unique talents, perspective, and heart. I have one older sister. Did I mention she [...]
Data-driven dialogues will define successful organizations
Digital disruption requires transformation – what’s your organization’s path to greater success? Thirty years ago, managers spoke of the need to address both “high-tech” and “high-touch” challenges to compete successfully. Today, with “tech” taking [...]
Data privacy and credit unions: What to expect in 2020
In a changing digital world, many consumers continually weigh convenience and customized experiences with the privacy of their personal information. Consumers become accustomed to perks like scanning their loyalty card for an extra five dollars [...]
Burritos and Brands: Is a good branch manager worth $100,000?
An age-old adage of retail go something like this: "hire for attitude and train for skills." But just how accurate is that in 2020? For decades, financial institutions have searched high and low for qualified [...]
3 P’s to reclaiming member service superiority
By now many of you have probably read the alarming results of consumer satisfaction in financial services in today’s environment. For the rest of you, you may want to sit down before reading further. [...]
Debit cards continue to be one of the safest ways to transact
Over the past decade, consumers have enjoyed a large and growing number of choices for making payments. Picking one for a particular transaction generally has come down to two things: user convenience and merchant acceptance. [...]
Communication lessons learned underwater
Last year, I became scuba certified. My partner had been diving for a number of years and if I liked it, too, it would be a fun element to add to the travel experiences we [...]
To grow your customer base, pretend your CU is a campfire
Imagine the chill of the air at your back, softened by the crackling heat of a campfire before you. Sitting in a circle of community members, your eyes turn toward the best storyteller in your [...]
Relevance: The credit union opportunity
The total number of credit unions has dropped consistently since 2011 – but the number of credit union members continues to increase. Why? And where is the opportunity here for increasing member engagement even further? The [...]
Crisis communication planning before you need it is critical
Have you thought about your credit union’s communication plan in the event of a crisis? It’s generally not a question of if, but when, a crisis will hit your credit union. And it [...]