Help Employees Learn from Their Own Sales and Service Experiences
By Jim Jerving
Employee Accountability Creates Sales and Service Results
By Jim Jerving
Ever been on a call to your local newspaper about your subscription and heard your agent set down the phone and ask your question of the agent in the next cube? Hopefully, your agent got the right answer from her effort to get internal service and pass it on to you.
Hybrid Cards: Convenient or Confusing?
By Aris Jerahian
Financial institutions continuously are looking at ways to capture and grow their market share with new payment products. Hybrid cards, which combine debit and credit into one plastic, are one of many new products emerging in the industry.
Service Delivery Command Center
By Lisa Hochgraf
Steve Williams told attendees of the CUES School of Product and Channel Management last week in Schaumurg, Ill., about a marketing channel turned delivery channel. 
Who Ya Gonna Call?
By Lisa Hochgraf
Back in 1984, if you needed to manage a spook, you called "Ghostbusters," or at least that's what happened in the movie by the same name.
Deciding who should be called when it comes to assigning responsibility for delivery channel management at your credit union can be a far more difficult decision.
Managing the Middle With Carrots and Sticks
By Lisa Hochgraf
For Product Development Success, 'Reload' the Resources
By Lisa Hochgraf
A former bank employee, Terence Roche said he used to overstate the resources he would need to develop a new product or channel by 50 percent "just to get the conversation started and to give the project visiblity."
Valuable Research on a Google Budget
By Lisa Hochgraf
It's an age-old question: How do you do a lot of research if you don't have a lot of money?
'Best' Checking Wins Best of Show
By Joline Epple
When the management team at Target Credit Union set out to reinvent our checking account and solve our problem of dwindling account numbers, we jokingly titled the project "Best Checking Account Ever implementation." It seems fitting in hindsight, considering this account reinvention recently landed us the GMA Best of Show honor in the annual CUES Golden Mirror Awards.
Good People in Tough Times
By Fred Johnson
Reflecting on the 10th anniversary of the 9/11 attacks brings mixed emotions. It was a tremendous tragedy—one that’s hard to think about even after a decade has passed. And yet, it’s the kind of event that warms your heart when you think of how credit union leaders and staff members were among the many people who stepped up to be people helping people.
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