5 Ways to Create (and Sustain) a World-Class XP Culture at Your Credit Union
In our last article, we talked about the near-fatal mistake Starbucks has made by focusing too much on technology and too little on keeping focused on delivering the human touch in their customer interactions. Driving customers to largely ordering on their mobile app drove too many customers away from their stores and baristas, preventing them […]
Five Questions with John Hageman, CEO, Montana Credit Union
1. How do you describe your credit union when introducing it to someone for the first time? We are a member-owned, not-for-profit cooperative governed by a volunteer board that wants the same thing as you—lower loan rates, higher savings rates, fewer fees, and great service! 2. What’s one thing that makes you most proud […]
Is Accountability a Dirty Word?
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? Accountability is such an important concept to understand and practice, whether you are a leader or an employee, holding yourself and others accountable is a […]
Differentiate Your MX and EX with Empathy
“People Helping People” has been the credo of credit unions since their founding in the U.S. Focusing on helping people differentiate credit unions from the rest of the banking industry, and it’s a beautiful way to meld business with altruism. Saying you’re focused on people is great, but only if you back up words with […]
The One Thing Every Credit Union Needs to Learn from Starbucks
Have you been in a Starbucks lately? It’s a much different experience than just a few years ago – and not for the better, in our opinion. Your friendly neighborhood Starbucks used to be the place to be and to be seen. So much so, Howard Schultz, the former CEO said they wanted Starbucks to […]
Four Steps to Creating a World-Class Culture at Your Credit Union
Credit unions typically dedicate significant time and resources every year to conducting strategic planning. And they should – it’s critical to strategize how to differentiate and stand out. In the past, that meant crafting plans to stand out in the minds of members and potential members. Today, however, that planning process must also include standing […]