As we all refine our strategic plans and look beyond this year’s successes to yet another New Year, leaders should be challenged to ask themselves, “Are our employees engaged and focused on a mission-driven [...]
There’s an old saying that says “There are lies, damn lies and statistics.” I thought of this quote when I read a recent J.D. Power report that shared statistics and conclusions regarding customer [...]
I recently read the book Make Big Happen: How to Live, Work, and Give Big, written by CEO coach and author Mark Moses. He suggested that leaders need to focus on four questions to achieve [...]
When looking for great insights into the priorities that banks and credit unions should be focused on for 2020 and beyond, one good resource is the white papers published by the so-called Big Four professional [...]
In 2014, I met Josh Linkner for the first time. I heard him speak several times before, and he had just published his third book, “The Road to Reinvention.” Prior to becoming a full-time author [...]
Recently, the Independent Community Bankers Association, or ICBA, set up a new task force to establish a game plan to somehow paint credit unions’ acquisition of bank accounts as a disservice to taxpayers. In the [...]
As credit union boards and executives refresh their strategic plans, some will take a similar approach to what bankers are doing. They will focus on growth and market share, driven by improvements to the member [...]
Credit unions face more competition than ever before. But unlike past decades, the real threats don’t seem to be from other depository institutions. In every sector of credit union product offerings, new competitors are [...]
“Service aptitude is a big idea. Customer service is an investment, not an expense – the new marketing is here and it looks like this.” – Seth Godin, New York Times bestselling author of Linchpin. For almost [...]
I remember the first time I was offered the opportunity to supervise someone. I had completed a business degree and was working at the Utah Credit Union League as a manager of consulting services. And [...]
The convergence of tough economic times, waning trust in banks and the rapid advancement of mobile technology has given life to a fintech Cambrian explosion in the areas of reloadable prepaid debit cards, digital-only checking [...]
Soon, the holidays will have come and gone, and we will be left with a new year full of resolutions and fresh goals to achieve. As leaders, regardless of position or number of employees, we [...]
Payday loans are marketed as a quick-fix solution to financial emergencies. However, they carry fees that amount to triple-digit interest rates and often unaffordable payments, leading to a spiral of debt for the most financially [...]
I recently attended the Money 20/20 Conference in Las Vegas. There were more than 150 credit unions with team members wandering the vast convention center and expo hall. And those numbers didn’t include [...]
Former Apple executive and now author/speaker Ken Segall says that Steve Jobs’ legacy comes down to simplicity – a quality that stands out in an overly complex world. For instance, the groundbreaking iPod’s marketing [...]
