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Articles Tagged with 'service'
Don't Throw Members Under the Bus
November 05, 2012
Good customer service requires genuine empathy, compassion, information, timeliness, and a desire to assist.
Improve Your Digital Convenience
November 01, 2012
Nearly 70% of nonmembers between the ages of 18 and 24 are not at all familiar with credit unions.
CUs Must Speak With One Voice to a New Generation
October 19, 2012
For Gen Y, customer service no longer is king—it’s third to technology and convenience.
We Must Take a Broader View of Collaboration
October 01, 2012
Can you imagine a court ordering someone to pay $5,000 in interest on a $150 loan?
Time to Transform the 'Face' of CUs
October 01, 2012
How can CUs leverage their strengths to compete in today’s marketplace and continue to thrive in the future?
Social Engineers Target Service Staff
September 26, 2012
High-tech countermeasures do little to prevent a CU’s employees from succumbing to social engineering.
Business Intelligence: Hard Facts for Performance Improvement
September 25, 2012
Use business intelligence to identify shortcomings in your most fundamental activities.
Big, Small, or Online: Why Do Young Adults Choose a Financial Institution?
September 17, 2012
What's a CU to do in the face of "convenience competition?" Fight back.
Secrets of Member Service Success
September 05, 2012
Each member interaction is an opportunity to learn something and leverage that knowledge.
FFIEC: Consider Risks of Outsourced Cloud Computing
September 01, 2012
Outsourcing to a cloud service provider offers potential benefits such as cost reduction, flexibility, and speed.
Credit Union Magazine
July 2014 digital edition
Slide Show: The Daily Duties of a Home-Based CU Manager
Advocacy Puts Board Members on Offense
Win Employee Love: Four Steps
Five Cyber Security Considerations for CUs
Harness the Power of 'Intrapreneurship'
David, good point about the "recovering comfortably" comment. That was an editorial addition--which I'll remove.
Many good points but too rosy? Will the "Federal Reserve raise short-term interest rates 1% per year for the next three years, starting in 2015—“probably next year at this time” ? I have heard from other economist that the US government will go bankrupt if that happens due to the QE the fed has done for several years. Also it seems an exaggeration to say “We survived a heart attack,now the economy is recovering comfortably." Comfortably recovering is too ignore the economic stress that many members still live with daily that will eventually affect many credit unions.
Karan, Great article and insight. I would also recommend that you start getting those credit cards into the hands of the youth BEFORE they are in college. One of the best ways to reach this young generation is through mom and dad. Before the student goes to college, get them started with a credit card (even if mom and dad are joint on it). It's never too early to start marketing credit cards. Mark
I would respectfully disagree that transactional data is a good place to start. In my opinion, relationship data is a much better starting point. Transactional data tends to require more "mining" of thousands/millions of transactions to identify opportunities or threats. Relationship data, however, involves identifying and profiling your high-value relationships (those profitable relationships with multiple products/services, for example) and leveraging that information to attract/cross-sell similar members. Generally involves a bit less effort and quite a bit higher return.
Congratulations on a fine article. Perhaps the best advise is unsaid but exemplified throughout the article - namely avoiding the use of the term "Financial Literacy." The term is insulting and counterproductive because it implies that those who take the training are "Illiterate."
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