Are You Really Who You Say You Are?

Are You Really Who You Say You Are?

In a now infamous rant several years ago, Dennis Green, former coach of the Arizona Cardinals once said after a game, “They are what we thought they were.” One of legendary coach Bill Parcells’ most famous quotes was, “You are what you are.” I was reminded of those...
Branding Is Not Solely Up to Marketing

Branding Is Not Solely Up to Marketing

Whew. It’s so good to get that off my chest. As a former financial institution marketing executive, the idea that the brand is solely the responsibility of marketing is a heavy (and false) weight to bear. For your bank or credit union brand to achieve success,...
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...
Strategic Lessons From the Toys R Us Death

Strategic Lessons From the Toys R Us Death

I have to admit: a part of my childhood died when Toys R Us filed for bankruptcy. I vividly remember going to their stores, playing with every toy on my wish list while singing their jingle (“I don’t wanna grow up because if I did, I wouldn’t be a Toys R Us kid!”). My...
Books, Bobbleheads, Biscuits and Your Brand

Books, Bobbleheads, Biscuits and Your Brand

This is a sermon we’ve preached before but always deserves extra airtime: in branding, everything matters. Every little detail from the 30,000-foot level right down to what’s on your desktop. This brand pillar came to light during a recent mystery shop exercise for a...
Is Your Branch a Consumer Bermuda Triangle?

Is Your Branch a Consumer Bermuda Triangle?

You’ve probably heard stories about the Bermuda Triangle; that spooky stretch of open water lying roughly between Miami, Puerto Rico and Bermuda. Whether you put any stock in paranormal tales of missing ships, planes and people is a matter of choice. What is certain...
Your Brand Doesn’t Have To Be Scary

Your Brand Doesn’t Have To Be Scary

While working with a client during a recent brand workshop, a member of the credit union leadership team offered a sage comment. After two days of intensive brand education and discussion, he kicked back, smiled and said “You know what? I learned branding isn’t really...
Breaking Brand Habits

Breaking Brand Habits

“So in the majority of other things, we address circumstances not in accordance with the right assumptions, but mostly by following wretched habit.” – Musonius Rufus, Roman Philosopher Habit. Routine. The way we do things. The way we’ve always done things....