by Colleen Cormier | Jan 16, 2019 | Consumer Engagement
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....
by Taylor W. Wells | Dec 26, 2018 | Consumer Engagement
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...
by Colleen Cormier | Nov 19, 2018 | Consumer Engagement
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...
by Taylor W. Wells | Oct 31, 2018 | Consumer Engagement
Our family has always gone all-in for Halloween (think the Griswold house from “Christmas Vacation”). Spooky lights, tombstones, fog machine—the works. We’ve also added, over the years, several animatronic zombies. Unfortunately a few weeks ago, one of our first...
by Mark Arnold | Oct 17, 2018 | Consumer Engagement
One of the most talked about trends in financial services today is journey mapping. The term is commonly used to reference what it’s like—from beginning to end—for the consumer to “experience” doing business with you (i.e. your credit union or bank). The journey map...
by Mark Arnold | Sep 26, 2018 | Consumer Engagement
Raising two daughters means I’ve watched more than my fair share of princess movies. No, I don’t know every word to “Let it Go,” but I could probably quote “The Princess Diaries” start to finish. Of all classic Disney lines, the iconic, “Mirror, mirror on the wall,...
by Mark Arnold | Jul 25, 2018 | Consumer Engagement
Last week I taught at Southwest CUNA Management School. I’ve been on faculty there for more than 10 years, and let me tell you: these students are amazing. We talked about branding and how credit union employees living a brand involves more than wearing a logo shirt....
by Mark Arnold | Jan 4, 2018 | Consumer Engagement
Talk to any credit union or bank executive for more than five minutes and more than likely the topic of a sales and service culture will arise. Phrases like “what makes us different is our service,” “we focus on serving our consumers and not selling to them,” or “we...
