Whether you’re starting out a new year or deploying a tactical plan or addressing a discovered need, your credit union needs motivation, commitment, and dedication to specific and clearly defined objectives. Undoubtedly, for many credit unions, one of those objectives is to create greater member experiences. That may be manifested in deeper relationships or more new members or higher satisfaction scores but, regardless of the KPI, complete success requires having a rock-solid member experience foundation and that requires a rock-solid performance culture. Critical culture components can be as varied as the shapes and sizes of the credit union and the uniqueness of the members they serve. But there should be little variation on the inclusion of the five components listed below. Focus and prioritize them and you’ll be positioned for optimal success; deemphasize them and you’ll be set up to under-perform and disappoint. Your members expect great experiences and your…

Continue Reading The Five Most Important Steps to Member Experience Success

I find it interesting thinking about SALES in the credit union space. It all started in the early 1990s with “needs based selling” and yet today credit union leadership teams…

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Is accountability a dirty word at your credit union? Do you see finger pointing when something negative happens? Is there a lack of stepping up and taking responsibility for outcomes?…