Core processors are often equipped with such a wide array of functionality and customization options that credit unions may not be using their systems to full effect. Most vendors offer some form of optimization service, [...]
Why does everything in my life come back to the member experience? I’ve spent the better part of my professional life focused on developing skills that lead to building loyalty and relationships, so I [...]
Citing research it funded, the American Bankers Association is asking the NCUA and its Inspector General to initiate a “top-to-bottom” review of the credit union industry because, the bankers contend, credit unions have abandoned their [...]
I recently had the pleasure of speaking with the CEO of a $20 million credit union. After learning about the results they’re seeing, I exclaimed, “You’re doing some amazing things for a credit [...]
We all know someone who was "born to lead." That might even describe you. This is true to some degree, leadership does take certain skills – some of which are innate. No matter the characteristics that [...]
According to McKinsey, 83% of CEOs globally believe marketing can be a major driver of growth. This is obviously a new phenomenon, given that marketing traditionally was viewed as a “cost center” that would spend [...]
At the mid-point of 2019, Summer is here and vacations have started. If you manage to sneak away from your role as a credit union leader, perhaps sipping your lemonade poolside, you may start to [...]
According to a Gallup poll in 2016, less than 50% of Americans say they have a will describing their wishes for handling their money and estate after their death. Young people, racial minorities, and adults [...]
Leading consulting firms, such as Forrester and Bain & Co., have long maintained emotions are key in shaping customer experience (CX) perceptions. Bain reports reducing anxiety as the key emotional element of customer experience in [...]
Credit card programs are one of many areas where the credit union difference shines. Credit unions generally have lower interest rates and a responsible reputation, based on the comparatively low industry delinquency and charge-off rates [...]
It happens to every credit union leader. A situation comes up, and a decision has to be made. Half of your team wants to go one way; the other half wants to go another way. [...]
NCUA Chairman Rodney Hood Thursday recounted how values of humility, integrity, hard work, compassion and service to others have shaped his outlook and his career. “I did not set out to dedicate my work life [...]
Hundreds of credit union representatives who attend NAFCU's 2019 Congressional Caucus will have the opportunity to hear from renowned journalists Gretchen Carlson and Major Garrett. Not yet registered for this year's Caucus? Register before July [...]
With passage of the Dodd Frank Act in 2009, the financial services industry has become even more highly regulated. Not surprisingly, there has been a corresponding uptick in consumer class action litigation against financial institutions. [...]
A brand refresh involves much more than changing your logo or adding billboards. “That’s literally the last thing you do, and it takes the least amount of time,” says Anne Norman, senior vice president [...]
