Operations

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

Mystery Shopping: Catch Employees Doing Things Right

February 01, 2005
Mystery Shopping: Catch Employees Doing Things Right February 1, 2005 By Byron McCann Mystery shopping--the practice of having undercover 'members' gauge and report on various service measures--is a great tool to measure how well employees deliver service. But mystery shopping often has been used to punish rather than reward employees,... READ MORE

Top 10 New Tax Year Resolutions You Can Actually Keep

February 01, 2005
Top 10 New Tax Year Resolutions You Can Actually Keep February 1, 2005 You've just finished your year-end planning for your 2004 tax return. Now it's time to give some thought to the 12 months ahead. What are the most important steps you can take in 2005 to improve your... READ MORE

Site-Selection Tool Helps CUs Research New Branch, ATM Locations

February 01, 2005
Site-Selection Tool Helps CUs Research New Branch, ATM Locations February 1, 2005 Credit unions can easily and efficiently search for potential new branch or automated teller machine (ATM) locations using a new site-selection tool from CUNA's Center for Research and Advice and Verdi & Company . Pointrac saves credit unions... 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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