Items Tagged with 'customer'

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A Look Ahead with Bob Trunzo

CUNA Mutual Group’s new CEO aims to help CUs expand their member relationships.
Walt Laskos
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‘When you listen to your customer you do the right thing.’
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The Art and Science of Follow-Up Calls

Don’t miss an opportunity to create value, avoid problems, and deepen relationships.
Carla Schrinner
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Successful follow-up requires careful planning and attention to detail.
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Make Members’ (Financial) Dreams Come True

Apply the four keys to the Disney service culture.
Karim Habib
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When it comes to fostering a sales and service culture, who better to study than the Walt Disney Company?
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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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Seven Marketing Metrics Worth Obsessing Over

Leads and sales revenue are important, but they’re not good measures of what could be.
John Jantsch
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Everyone wants more leads, but the gold is in converting more leads to customers.
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CUs Must Speak With One Voice to a New Generation

Large banks are in a much better position to deliver on technology.
Alex Matjanec
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For Gen Y, customer service no longer is king—it’s third to technology and convenience.
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Social Engineers Target Service Staff

Customer service skills can be a handicap in the fight against fraud.
David Blazier
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High-tech countermeasures do little to prevent a CU’s employees from succumbing to social engineering.
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Cheney/Peters: Part II

Peters: It’s Good to be the Little Guy

Large providers can't supply the intimate experience that CUs and other small, local businesses can.
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“I tell retailers if you’re local and you can’t beat the hell out of Walmart, there’s something wrong with you.”
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Financial Services Undergoing ‘Secular Shift’

Four forces will fuel the shift to a slow-growth, high-cost operating environment, analysts predict.
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The financial services industry is transitioning from a high-margin business to a low-margin undertaking.
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