Tom Glatt, Jr’s most recent CUinsight article “Context Matters” is now online. The article outlines the importance of context and how it defines the way in which institutions think about and respond to challenges and opportunities. Continue reading ““Context Matters” on CUinsight”
Tom Glatt, Jr’s most recent CUinsight article “Hating On Your Selfie” is now online. The article suggests credit unions possess a distorted sense of how members actually perceive credit union service. Continue reading “Read “Hating On Your Selfie” on CUinsight”
I don’t mind pointing fingers. I was flying back from a conference last month and, while waiting for my connection in Charlotte, stepped in to Phillips Seafood to grab a late bite to eat. I was two bites into my crab cakes when one of their employees shouted out, “Yee haw! Last call!” A murmur of affirmation rolled through the staff. It was near closing time. The only problem was that the restaurant was full of paying customers, most still eating and some still ordering. In this post I will explore that moment and in the process illustrate the precarious position any credit union holding on to “service” as a brand value proposition faces any time an employee interacts with a member. Continue reading “Yee Haw! Last Call!”
Tom Glatt, Jr’s most recent CUinsight article “Yee Haw! Last Call!” is now online. The article outlines the precarious position credit unions holding on to “service” as a brand value proposition face any time employees interact with members.
Continue reading “Read “Yee Haw! Last Call!” on CUinsight”
Originally published February 21, 2013 on CUinsight.com.
The rise of national chains, whether retailers or restaurants, lead some to bemoan the loss of local alternatives. A Walmart/Starbucks/Applebees heads into town, steamrolls locally-owned competitors, and everyone is worse off, or so the sentiment goes. While chains may deserve some of the negative criticism thrown their way, the fact is that they offer a more consistent experience for consumers. They do so not only in terms of quality, but also in terms of employee/customer interaction. Chains tend to be very successful, so perhaps there is something to learn from their efforts. Continue reading “Is Sally Killing Credit Union Service Consistency?”