Articles by Lora Bray

Picture Perfect

Research takes a snapshot of consumers’ perceptions.
January 14, 2013
Consumers who ultimately determine critical marketing outcomes may invest but a moment in deciding whether to act on or ignore a marketing message.
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Gear Up for Success

Success in both financial services and snowshoeing depends largely on the gear you’re using.
January 7, 2013
Find the right tools to help your CU weather any storm that comes along.
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Training Helps Staff Avoid 'Whoops!' Moments

Research illustrates the importance of planning for success.
December 24, 2012
Know your members, staff, and environment to be ever-ready in your service interactions.
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What Are Members' Money Motivators?

Money matters have an emotional component for consumers.
December 16, 2012
Appreciate how emotions motivate certain financial behaviors.
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The Domino Effect

Every action has a reaction, and the events around us affect our members, staff, and services.
December 4, 2012
How can we position our CUs for optimal performance and success?
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Four Hands, 88 Keys

‘Treat your customers like lifetime partners.’
December 4, 2012
Consider the value of your partnerships, and realize it takes two to succeed.
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Book Reviews

'The Thank You Economy'

Social media has revolutionized how business is conducted.
December 2, 2012
Are you grateful for your members’ business? Then say so!
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Research Roundup

What's on Your Menu?

Questioning traditions can result in improvements.
November 24, 2012
Your members are both hungry and curious. What will you serve them?
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The Dream Job

‘Luck is a matter of preparation meeting opportunity.’
November 12, 2012
We may not find immediate gratification as we walk our career paths, but it’s important to set goals and fuel our passions as we go.
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Don't Throw Members Under the Bus

How might your CU best relate to members in crisis?
November 5, 2012
Good customer service requires genuine empathy, compassion, information, timeliness, and a desire to assist.
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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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