Articles by Lora Bray

The Top 10 Service Trends of the Future

Expect insourcing to replace outsourcing due to poor consumer experiences.
Lora Bray
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Savvy managers of frontline service providers will incorporate these trends in their strategies for member interactions.
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Let's Celebrate!

March is 'Credit Education Month,' so why not throw a party?
Lora Bray
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Personal remembrances may bring repeat business to your CU.
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Let's Shake On It

Nonverbal behavior can have much more impact than verbal messages.
Lora Bray
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What message can CU staff send with a simple handshake?
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Ephemeral or Harbinger?

How many consumers join to secure an auto loan—and then go dormant?
Lora Bray
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Let your CU be a harbinger of better times for your members as opposed to a fleeting vision of delight.
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Getting a Good Stretch

While CUs bend over backwards to serve members, many employees are stretched thin.
Lora Bray
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Many consumers are over-extended with payday loans.
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Watching Paint Dry Can Be Palatable

How much of any process or situation can you control to ensure a successful outcome?
Lora Bray
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Preparedness is important, but unanticipated variables ultimately come into play.
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Feel the Love

CUs’ people-helping-people philosophy is another expression of love.
Lora Bray
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CUs make strong emotional connections with members every day.
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Slithering Toward a Solution

Organizations, like people, can only allow temporary solutions for so long.
Lora Bray
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Band-Aid approaches to solving dilemmas eventually create more problems than they solve.
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It’s Elementary, My Dear Watson!

Don’t assume members know ‘the obvious.’
Lora Bray
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How might you easily communicate basic features and functions in a welcoming way?
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Light Bulb Moments

What lessons can CUs learn from Thomas Edison?
Lora Bray
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‘Our greatest weakness lies in giving up. The most certain way to succeed is always to try just one more time.’
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