Want to offer an outstanding consumer experience? Invest in your employees

If you’ve ever been to Starbucks at 6 a.m. and encountered one or more bubbly baristas, you have experienced firsthand how investing in employees improves the consumer experience. Starbucks is a huge proponent of employee learning. It puts its employees through all kinds of training on the job, in the classroom and through e-learning. They train on both processes and how to treat people.

Like Starbucks, financial institutions who invest in their employees with training also experience great success. Centric Federal Credit Union in West Monroe, Louisiana has been working with On The Mark Strategies on both member experience training and leadership training for about the past two years. The growth the credit union has experienced since investing more in its employees speaks for itself:

  • 25% new member growth
  • 24% new loan growth
  • 34% checking account growth
  • 22% share account growth
  • 22% asset growth


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