How NOT to Apologize For Your Service Blunders

How NOT to Apologize For Your Service Blunders

People are not perfect. Even your best employees make a mistake from time to time. When that mistake happens to your members or customers, the way your financial institution handles it determines how forgiving the consumer is. Here’s an example of what not to do. When...
Your Brand Must Stimulate the Five Senses

Your Brand Must Stimulate the Five Senses

Note: The following is an excerpt from 30 Ideas to Build and Live Your Brand. For a free copy of the complete book, click here. Brands are not just brochures and logos. They are feelings. They connect with consumers on an emotional level. Those emotions are very much...
Three Reasons to Conduct a Marketing Audit

Three Reasons to Conduct a Marketing Audit

In the financial services industry, the mere mention of an audit makes some people nervous. Often, they start second guessing themselves. What if we made a mistake? What if we’re not as stable as we thought we were? What if they tell us we need help? Here’s the...