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Everything Matters in Member/Customer Experience – Even Automation
Recently I had the unfortunate experience of calling a government agency. I was experiencing problems doing something online and ran up against an expiring deadline. I had to speak to a real person to get the situation resolved, but the phone menu didn’t cooperate....
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Branding Meets Reputation Management: A Q&A With Casey Boggs
Public relations and crisis management are strategic planning issues many credit union and bank executives fail to prioritize. Casey Boggs knows better than most just what ramifications that kind of neglect can have. Casey, a public relations veteran, friend and...
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Top 5 Marketing Tasks for 2019
Don’t you love January? The start of a New Year. Fresh beginnings. The hope of achieving all our personal and professional goals. And of course, all the Weight Watchers and Jenny Craig commercials you can possibly see. January also marks the onslaught of endless...
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Think You’re Selling Financial Products and Services? Think Again.
Sample generic mission statement of ABC financial institution: Our bank/credit unit exists to serve the needs of our customers/members by utilizing the latest and greatest in financial products and services. Sorry for the delay — I read that and then instantly fell...
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Do Consumers Love You Like They Love Ranch Dressing?
How much do your members or customers love you? Enough to decorate their house with your logo? Hidden Valley – a salad dressing company credited with making ranch dressing a household condiment – made headlines recently by introducing a super-sized bottle of its...
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What Does Your Credit Union Want for Christmas?
It's Christmastime again, which means family and friends are running about making preparations for the big day. Shopping, cooking, cards, all that fun stuff. Many families will drop hints with children asking some variation of the age-old question "What do you want...
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Why Most Millennials Don’t Go a Week Without Venmo
Two years ago, I refused to use Venmo. Today, I don’t go a week without it. Most weeks actually involve five to six Venmo transactions. My personal change in thinking reflects what many credit union and bank marketers will find when marketing to millennials and their...
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How Raising a Puppy is Like Branding
“We’ll never get another dog.” Those were the words my wife and I shared after our two Cavalier King Charles Spaniels passed away earlier this year. As you can imagine, that pledge lasted less than four months. After researching, researching and researching some more...
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Three Words For Every Financial Marketer Today
After visiting with different credit union and bank marketing executives and discussing their challenges, it’s clear many are facing the same frustrations. Not enough time in the day. Overloaded with data. Can’t keep up with industry changes. And as a former credit...
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Why Consumers Don’t Trust Financial Institutions
My spouse and I are considering refinancing our home to see if we can lower our monthly payment before interest rates rise. I made the mistake of filling out an online form which sent my information to what seems like every financial institution in the country. I...
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How To Consistently Engage Employees With Your Brand
Branding your credit union or bank does not work without your employees. No matter what you say your brand vision is, if your employees don’t live it every single day it doesn’t matter. Raddon, a Fiserv company, found that 55 percent of financial institution employees...
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Three Negative First Impressions Your Website Can Help Avoid
If your credit union or bank’s website were a dating profile, what first impression would you be giving prospects? Are you the hip, attractive guy who runs five miles a day with his golden retriever, or are you the disheveled old guy with a broken tooth? First...
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