Credit Union Process Improvement

Rukmini Banerjee speaks about moving from simply managing expenses to improving processes. There is a fairly decent correlation between assets per member and operating expenses/assets. But you can be operationally efficient at low asset per member. Over the last 10...

The iPhone, Verizon and the Consumer of the Future

(This was also posted on the CU Times blog on February 4, 2011) The announcement that the iPhone will be released on the Verizon network in the next couple of months got the tech pundits buzzing, but only slightly. That fact that Android powered phones have made major...

Creating the Engaged Financial Institution

(This post also appeared on Geezeo Nation on January 13, 2011) A lot has been made regarding the customer experience in recent years…and rightly so. Study after study show that a customer is more likely to remain with, or make another purchase from a company that...

Process Improvement And The Credit Union CEO

Brad Power has a nice post on HBR about “The Right CEO Personality for Process Improvement” this week. The article hit a nerve with me. As a marketer whose “products” involve a lot of processes to deliver or maintain (checking accounts,...