Widely publicized data breaches at major retailers have opened everyone’s eyes to the threat of fraud on their credit and debit card accounts. Many consumers can relate personal experiences as the unfortunate victims of [...]
Change management, as a formal discipline, has been around since the 1990’s. However references to change and change management can be found in the psychological literature more than 40 years earlier. Psychologists described “change” [...]
Following Up with Detractors: A Clear Best Practice In nearly any book or article you read about improving customer experience, the practice of contacting customers that have negative feedback is often highlighted as a best [...]
It seems that as financial institutions become ever more vigilant in monitoring for suspicious activity, the criminal element just seems to find ever more inventive ways to launder money and commit financial crimes. One of [...]
According to Codigo’s 2016 Anatomy of the Marketing Department, which surveyed over 150 financial institutions across the United States in the 4th Quarter of 2015, the number one challenge faced by a financial institutions [...]
We all know someone who is constantly checking their phone, and it’s now commonplace to see some sort of technology worn as a daily accessory and regularly monitored. You might know this person, or [...]
Spring is officially upon us, so naturally I’ve been doing some “seasonal” cleaning around my house. It’s refreshing to open the windows and let the spring air in. It’s also nice to [...]
Ever sat in a meeting checking your email? Ever attended a meeting and wondered why you were there? Ever been frustrated by a badly run board meeting at your Credit Union? If you answered yes [...]
When Tony Stark (billionaire, genius inventor, Iron Man*) needs to know something, he speaks his commands to J.A.R.V.I.S. who provides him with immediate access to the information he needs. If [...]
For years we have been hearing about the promise of Mobile Device Management as a way for credit unions to give employees the ability to use their mobile phones efficiently for work while still remaining [...]
Last month, the National Consumer Law Center (NCLC) released a report on Paper vs. eStatements, touting the benefits of print statements for consumers … and inveighing against financial service providers’ “coercive” measures to get their customers [...]
During the years I’ve spent speaking to industry leaders around the country, one of the biggest lessons I’ve internalized is the importance of acknowledging and facing your fear – rather than letting fear control [...]
One of the most exciting and energizing parts of my job is meeting enthusiastic aspiring and emerging leaders in the CU community. You’re young, new to the CU world––or maybe you’ve come [...]
While there are many external factors that make marketing a difficult art, the success of a marketing campaign is within your control. In fact, here are ten things that undermine the success of your marketing [...]
A lot happened at the most recent CUNA GAC. Though I couldn't attend, it was apparent even to this distant observer that an attendee couldn't possibly experience it all. Unless you had two years to [...]
