On a fairly regular basis our consultants have the opportunity to share our perspective on a variety of topics related to our areas of expertise. On this page you will find links to various articles and white papers we’ve written as well as podcasts and webinars we’ve recorded.

Take a look or listen and let us know your feedback, when you get a chance.

Compare Yourself to the CEOpulse

This article contains initial results from our industry survey conducted in 2021 with our strategic partner, NewGround. This will be an ongoing study with bank and credit union CEOs so check back here every few months for updated findings. And let us know if your organization would like to participate - we'd love to incorporate your perspective! Read more

Empathy as Your Secret Sauce

We hear a lot today in both business and social circles about “empathy” but, many times, it’s hard to define exactly what it means and how to apply it to what we’re doing day-in and day-out with members and employees. In this article, we break down specifically how empathy should be deployed and the five critical ways to make it your "secret sauce" in creating and optimizing your experience culture. Read more

10 Must-Do’s to Reverse the Member Satisfaction Trend

There’s been a lot of discussion over the recently published industry satisfaction results from American Consumer Satisfaction Index (ACSI). Generally, banks have scored higher than credit unions for two years in a row. This article presents ten things you can do to position your culture for optimal member experience performance. Read more

It’s All About the Fit – Get the Absolute Best Out of Your Employees

Making sure your employees are the absolute best "fit" for your culture and their role is critical to optimizing success - yours and theirs! Click on the link to read about specific tips to create this type of fit at your organization. Read more

Thriving Employees Will Result in Thriving Credit Unions

Richard Branson said, “Take care of your employees and they will take care of your clients.” There’s no better time to focus on taking care of your employees. In this article, we share specific tips to create a thriving culture. Read more

Five Things to Learn from Surviving this Crisis

In the midst of every crisis lies great opportunity. This article presents five opportunities for your financial institution to optimize your service performance at every level in the "new" world. Read more

Optimizing Member and Employee Experiences, One Process at a Time

Download our case study to see how we partnered with one credit union to optimize their member and employee experience culture! Read more

3 P’s to Reclaiming Member Service Superiority

For the first time EVER, credit unions have fallen below banks in the American Consumer Satisfaction Index. No need to pain but definitely time to refocus your efforts. In this article, we share three critical areas to focus and some general tips to optimize your success in each. Read more

Invest in Employee Engagement to Grow Your Business

By focusing on making your people as happy as possible, your business success will follow. The financial services industry is faced with numerous challenges to future profitability. Check out this article to find out what you can do to be optimally viable and profitable in the future: Read more

6 Ways to Set Your Vision Clearly on Experience

Believe it or not but focusing your development efforts on just one strategy will drive significant success in all other strategies. Click here to find out what it is: Read more

Create a WOW! Lending Experience

Lending success is critical to the future viability for many of our clients. Following is a recap from a presentation we delivered to an audience of lenders that lays out seven steps to optimized lending performance - hopefully it will help you, too! Read more

Stop and Listen Before Planning This Year

While strategic planning is a vital process for success, an important (and often overlooked) aspect of it is to assess your current culture. Accurately and thoroughly determining where you're at today and what you need to do to improve is something that usually requires an unbiased, outside perspective.

To learn the necessary steps to a successful culture assessment, click here: Read more

Create a “Joyous” Culture

Far too many employees think their job is just a job. How many of your employees feel that way? Just one employee with this attitude can have a corrosive impact on your performance.

Click here to learn the four critical components of a culture that will optimize performance and minimize negative employee feelings: Read more

Make Your Incentives Disappear!

Incentive programs may represent the most perplexing conundrum in our industry. What started out as well-intention has turned into highly destructive to many cultures. In many instances the intent was to stimulate growth with incentives; however, the result is stifling stagnation of performance. Seen by some as a way to motivation employees has, instead, driven many employees away from our organizations … including some of your best employees.

Click here for ideas on how to improve your incentive culture: Read more

What Will Your Tombstone Say?

I know this is a pretty depressing topic but it’s an important consideration when assessing the current state of your credit union. Think today about what your community, members, and employees would say tomorrow about your passing … and let that drive your actions today to become the absolute best credit union possible.

Click here to read about some fundamental things you can do: Read more

Find the Right Fit for Your People

Is it our systems that make us successful or is it our people? Could we replace our entire staff with new hires and still continue to succeed? When we meet with new clients about their primary business challenges, many say that keeping good people is at or near the top of their list.

Click here to read how to get the right people in the right roles: Read more

Voice of the Customer Journey Mapping White Paper

Journey mapping can be a valuable means of removing friction from the customer experience, personalizing sales and service delivery, and improving process efficiencies. This white paper examines the purpose and methodology of journey mapping in general, then focuses on application of journey mapping techniques to the banking sector.

Click here to read more: Download

Why Balanced Scorecards Fail

Balanced scorecards are critical and powerful tool that will drive the desired performance at your bank or credit union. Build them the right way while avoiding the common pitfalls that can tear down a scorecard before its true potential can be realized.

Click here to read an article we did with our partner, BalancedComp: Read more

Be Obsessive Compulsive with Your Service

We read and hear so much these days about how disruptive technology is going to be to our industry. About how different we’ll be when the impact of Blockchain and Robotic Process Automation and Artificial Intelligence is realized in just a few short years. I can’t wait to see what the world of the Jetson’s has in store for the banking industry! The fintechs are coming … the fintechs are here!

Click here to read the full article: Read more

Don’t Waste Money on Monetary Incentives

In a recent client survey, only 14% of employees said their incentive program was “effective in producing positive performance” and only 18% said the incentives were “highly motivating to me.” When these results were shared with the credit union’s executives, the CLO blurted out “then why am I paying them $43,000 a month?!”

Click here to read the full article: Read more

Passion and People: the Tack to Success

As our financial institution clients have been kicking off the new year and finalizing their goals and strategies for last year, I was reminded (and have reminded them) of the following quote from Walt Disney: “You can dream, create, design, and build the most wonderful place on earth … but it requires people to make the dream a reality.”

Click here to read the full article: Read more

Efficiency & Experience: A Movement for Credit Unions to Think and Perform Different

Traditionally, credit unions haven’t had to worry much about efficiency. Unlike publicly held institutions, credit unions haven’t had to justify every dollar they spent. Their focus was largely on responding to members, getting the job done and spending “whatever it takes” to satisfy the credit union mission of serving the members. Learn more about efficiency for your organization!

Click here to view the slide deck: Download