By Lisa Hochgraf

It's campaign season and a candidate I've been following with interest sent me several brochures about his merits. I read and was interested. Then he sent one dissing his opponent and I had to take a pause. Was this person still someone I wanted to support?

By Jim Jerving

“External service” is, of course, how a credit union treats its members. Mystery shopping is a valuable method of measuring external service, but problems surface when credit unions fail to align the goals of mystery shopping with the organization’s service standards.

By Chuck Klein

By Fred Johnson

My birthday was last week… how convenient is it that I was born on International Credit Union Day? LaVonne Stodola, CUES' longest-tenured employee, brought in great peanut butter fudge brownies. The combination of the two flavors was amazing.

By Michael Hudson, Ph.D. 

By Jim Jerving 

Many credit unions have been trying to establish a sales and service culture, but developing an environment that puts members’ needs first in every interaction can be an elusive goal.

By Lisa Hochgraf

By Barb Kachelski, CAE

One of the most important jobs directors have is selecting a CEO. Unfortunately, after a board's careful and diligent effort to hire a new CEO, directors have to wait to see how that new executive performs.

In the interim, don't just cross your fingers, John M. Oesch suggested to this year's DLI: Governance participants. Instead, try these strategies for fostering the success of your new top manager.

By Bryan Ochalla

Steve Farber, the author of Greater Than Yourself and the president of Irvine, Calif.-based Extreme Leadership Inc., suggests board members could benefit from looking at how things are the same and different from the past—especially while searching for a CEO whom they hope will stay put through thick and thin.

By Lisa Hochgraf

Despite their best efforts, most credit unions tend to under- or over-manage risk, Alan White told attendees of the most recent meeting of CUES Premier Networking Group for enterprise risk management.

How does he know? To explain, White compares the risk management staff of two of his credit union clients with about the same assets. One has a risk management group of eight. The other, three.