Operations

Prevent, Detect, And Monitor Online Fraud

April 01, 2005
Create an environment where fraud can be detected, prevented, monitored, and benchmarked against industry standards. READ MORE

Prevent Identity Theft With Vigilance, Education

April 01, 2005
Prevent Identity Theft With Vigilance, Education April 1, 2005 By Rick Fleming Almost daily, we hear new reports about someone becoming a victim of identity theft. This theft comes in many forms and can devastate a person's credit report. Simply put, identity theft is using another person's identifying information to... READ MORE

Information Security Still A Prime Concern For Regulators

April 01, 2005
Information Security Still A Prime Concern For Regulators April 1, 2005 By Romir Bosu Insiders pose the biggest threat Security trumps convenience Involve senior management In the past, regulators have focused on an examination area for a year or two and then found other areas of compliance on which to... READ MORE

How do you balance security and service?

April 01, 2005
How do you balance security and service? April 1, 2005 Alert employees, visible security equipment, and regular training are the best robbery-prevention tools, credit union executives say. Such measures discourage would-be robbers from attempting heists, sending them to search for easier game elsewhere. But how can credit unions walk the... READ MORE

New Call Center Features Build Member Connections

March 01, 2005
New Call Center Features Build Member Connections March 1, 2005 Four technologies are helping credit union call centers build meaningful member connections, according to Apropos Technology Inc. , Oakbrook Terrace, Ill.: 1. Auto callback. This technology allows members to hang up and keep their spot in the service queue instead... READ MORE

Integrate Political Involvement With Marketing

March 01, 2005
Integrate Political Involvement With Marketing March 1, 2005 Since the national debate culminating in the passage of H.R. 1151, the Credit Union Membership Access Act, in 1998, few can argue that political involvement is fundamental to the credit union movement's future. Just as CEOs and directors have an obligation to... READ MORE

Creating A Member Advocate Culture

March 01, 2005
Creating A Member Advocate Culture March 1, 2005 By Bobbi Kahler I recently talked to a credit union executive about how to succeed with a member advocate culture. His story was familiar: low member retention, price shopping by members, and difficulty getting the front-line service team to sell. What did... READ MORE

Five Critical Areas to Consider for 2005

March 01, 2005
Five Critical Areas to Consider for 2005 March 1, 2005 By Michael Hudson, Ph.D. As credit unions implement strategic and business plans for 2005, they should consider five areas critical to the continued success: culture and values, mission and vision, strategic thinking, teamwork, and leadership and succession. 1. Culture and... READ MORE

Community First CU Unleashes Perfect Storm of Service

March 01, 2005
Community First CU Unleashes Perfect Storm of Service March 1, 2005 By Catherine Tierney A thunderous boom sparked the beginning of a challenging, yet rewarding day March 19, 2004, at Community First Credit Union in Appleton, Wis. The lobby and drive-through were filled with members that Saturday morning when a... READ MORE

CRM Success Depends More on Strategy Than Software

March 01, 2005
If you've recently installed CRM software and are wondering how to measure its effectiveness, here's a bit of advice. 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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