Operations

Members Go For Gift Cards

October 01, 2007
Members Go For Gift Cards October 1, 2007 By Cathy Fleming Gift cards might not be big money-makers for credit unions. But members like the convenience the cards provide, and credit union executives find value in adding the cards to their product lineup. Sarah Canepa Bang, CEO of Financial Service... READ MORE

CU Hero: Thompson Ministers to Members

October 01, 2007
CU Hero: Thompson Ministers to Members October 1, 2007 Like most heroes, Mendell Thompson doesn't see himself that way. Instead, the president/CEO of America's Christian Credit Union , Glendora, Calif., bestows that title on the many ministries his credit union serves that empower people to change their lives. "I manage... READ MORE

E-mail Spam Wars

September 01, 2007
E-mail Spam Wars September 1, 2007 By Ron Daly Here's the good news: The ongoing battle to fight spam is making real progress. Internet service providers (ISP) are using more sophisticated and improved spam filters to catch unwanted e-mails and online scams. And consumers are more vigilant in managing their... READ MORE

Seven Ways to Head Off Staff Performance Issues

September 01, 2007
Seven Ways to Head Off Staff Performance Issues September 1, 2007 You find them at nearly every place of employment—employees who exhibit "below standard" performance. At a credit union, it may be the salesperson with inconsistent numbers (dynamite one month, sluggish the next), or the assistant manager out with a... READ MORE

IT Compliance? But I'm a Credit Union!

September 01, 2007
IT Compliance? But I'm a Credit Union! September 1, 2007 By Greg Brinton A client of mine once likened the Federal Financial Institutions Examination Council (FFIEC) and the National Credit Union Administration (NCUA) to a pair of Sumo wrestlers. Not wrestling each other mind you, but instead working in tandem... READ MORE

Member Service: Nice Isn't Enough

September 01, 2007
Member Service: Nice Isn't Enough September 1, 2007 By Lori Reeves Smile. Shake hands. Make eye contact. Call members by name. Ask if there's anything else you can help them with. Thank members for their business. These are standard measurements for quality service at many credit unions. These actions are... READ MORE

Serving the Underserved: Mobile Could Be Key

September 01, 2007
Serving the Underserved: Mobile Could Be Key September 1, 2007 By Roy W. Urrico Financial institutions should look to the 17.5 million people who are underbanked as a potential market in light of its size, demand for financial services, and demonstrated willingness to embrace mobile technology. So says a white... READ MORE

Spotlight: Catherine Tierney

September 01, 2007
Spotlight: Catherine Tierney September 1, 2007 Who: Catherine Tierney What: President/CEO Where: Community First CU , Appleton Wis. First job and lessons learned: At 16, I worked at Mr. Donut, a local franchise producing and selling doughnuts, cookies, and sandwiches. I learned: How to budget my time so I could... READ MORE

Branch innovation: Change your focus

August 01, 2007
Branch innovation: Change your focus August 1, 2007 By Beth Stetenfeld Credit unions can't afford to build branches that focus on the cost center (i.e., a traditional teller line) as the primary attraction of their retail space. That was the main message from Gene Pranger at CUNA Mutual Group's 2007... READ MORE

Card Security: Protect Data as if it Were Cash

August 01, 2007
Card Security: Protect Data as if it Were Cash August 1, 2007 By Andre Muscat The theft of more than 45 million credit/debit card details and 455,000 merchandise records from TJX Co.s Inc. over an 18-month period was one of the worst security breaches to hit the headlines this year.... READ MORE

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Great article! Unfortunately, most employees don’t feel valued or appreciated by their supervisors or employers. In fact, research has shown that the predominant reason team members quit their jobs is because they don’t feel valued. This is in spite of the fact that employee recognition programs have proliferated in the workplace – over 90% of all organizations in the U.S. has some form of employee recognition activities in place. But most employee recognition programs are viewed with skepticism and cynicism – because they aren’t viewed as being genuine in their communication of appreciation. Getting the “employee of the month” award, receiving a certificate of recognition, or a “Way to go, team!” email just don’t get the job done. How do you communicate authentic appreciation? We have found people have different ways that they want to be shown appreciation, and if you don’t communicate in the language of appreciation important to them, you essentially “miss the mark”. Additionally, employees need to receive recognition more than once a year at their performance review. Otherwise, they view the praise as “going through the motions”. A third component of authentic appreciation is that the communication has to be about them personally – not the department, not their group, but something they did. Finally, they have to believe that you mean what you say. How you treat them has to match the words you use. If you are not sure how your team members want to be shown appreciation, the Motivating By Appreciation Inventory (www.appreciationatwork.com/assess) will identify the language of appreciation and specific actions preferred by each employee. You then can create a group profile for your team, so everyone knows how to encourage one another. Remember, employees want to know that they are valued for what they contribute to the success of the organization. And communicating authentic appreciation in the ways they desire it can make the difference between keeping your quality team members or having a negative work environment that everyone wants to leave. Paul White, Ph.D., is the co-author of The 5 Languages of Appreciation in the Workplace with Dr. Gary Chapman.

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