In many ways, society is now looking at the curtain rising on a post-coronavirus environment. Most states are in some stage of gradual reopening, retail entities (restaurants, shopping, financial institutions, etc.) are following suit and the general economy is showing at least a few positive early signs of recovery.Your credit union has likely been operating under some kind of modified member experience delivery model for the last several months. However, as the reopening continues, while many things will return to what we call “normal,” others will not. One of these is the level of service consumers expect from retail providers. This absolutely applies to credit unions as retail entities, as well.According to information from the American Customer Satisfaction Index, “Consumers will get better service after the coronavirus crisis.” Consumers’ trust, your members’ trust, is critical, with 62% of respondents in a recent study indicating brands must play a pivotal role in addressing post-coronavirus economic and societal changes. Even more compelling, 55% of consumers say brands are responding more quickly and effectively than the government and 71% say if they perceive a brand places profit over people, they will lose trust in that brand forever.Forever. Let that sink in. Brands are forever, including the brand of your credit union and the way it ensures the delivery of consistently excellent member service.Credit unions did an amazing job rising to the challenges stemming from the pandemic, from operations and logistics to leadership and human resources (care of/for employees). Members came to us in a time of challenge and we were there for them. As the murky waters of coronavirus recede, however, credit unions cannot go back to “business as usual.” Members will continue to expect more from brands, including their credit union. What can your credit union do now to ensure it continues delivering this high rate of member experience delivery and not lose ground in the post-pandemic environment? Here are three growth opportunities to consider.TrainingNow is not the time to take your foot off the pedal when it comes to investing in brand and member experience training. As noted above, your members will expect even higher levels of wow-factor service from your staff as the virus passes. Pulling back now is like promising to take your kids to Disney World but instead taking the highway exit for the Antique Washing Machine Museum instead (yes, it’s a real place and no offense meant if antique washing machines are your thing).Adam Stewart, VP of Marketing with Belco Community Credit Union (Harrisburg, Pennsylvania) said of the virtual member experience training his team conducted while the credit union operated under pandemic restrictions:“Remembering why we established the brand vision and why we are so focused on our internal culture, we didn’t want to lose sight of what we worked so hard to build. We’ve had great success with our overall member and employee experience as well as positive results from member satisfaction surveys. We realized we had to keep the brand vision and what we built with our member experience investment in front of staff so they, in turn, remember why we’re here and the foundation we built to better serve our members.”The world after coronavirus provides the opportunity to fine-tune and recommit to the investment in employee training. Don’t miss out.CommunicationCommunicate. Communicate. Communicate. Members will continue to rely on your credit union for enhanced communication on all fronts. This includes any modifications to the member service experience due to the virus (changed hours, social distancing, reduced lobby capacity, etc.). By all means, keep pressing ahead with your marketing and brand messages. This also applies to discussions about products and services (yes, cross-sales). Now is not the time to stop talking about the amazing benefits your products and services can provide in the lives of your members. If anything, in a sincere, unique and member-centric way, talk about them more. You do your members a disservice by not communicating these things.Ron Belle, President/CEO of AmeriCU (Rome, New York) said of the communication and member relationship dynamic while operating under pandemic conditions:“We believe that long-term relationships are the backbone of our brand and proactively reinforcing those relationships differentiates us from our competitors. Our members seem to agree. Across the organization, everyone quickly mobilized with an ‘all hands on deck’ mentality. It was exactly what you’d hope to see; a strong reminder to me that our brand, our brand promise and our commitment to each other as well as our communities is just who we are.”The world after coronavirus provides the opportunity to fine-tune and recommit to member communication and relationships. Don’t miss out.StewardshipCredit unions have always placed people over profits. That’s a key tenet of our industry and has been for over a century. It’s always mattered and matters now more than ever. Take a quick peek five paragraphs above for a refresher as to why. Post-coronavirus consumer sentiment says that 71% of your members will lose trust in your brand forever, if they perceive your brand placing profit over people. Let them know the many ways, both on individual levels and credit union-wide, that you are helping the people and communities you serve. The world after coronavirus provides the opportunity to fine-tune and recommit to advancing the message of credit union stewardship. Don’t miss out.In the classic film The Shawshank Redemption, the character Andy Dufresne reminds us “Hope is a good thing; maybe the best of things and no good thing ever dies.” After months of pandemic clouds, the skies are clearing and your credit union stands as a beacon of hope for its members. Don’t let them down. Work now to not merely ensure your credit union’s post-pandemic recovery but boldly look at accelerating its relevancy and growth. 2SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Mark Arnold Mark Arnold is an acclaimed speaker, brand expert and strategic planner helping businesses such as credit unions and banks achieve their goals with strategic marketing insights and energized training. Mark … Web: www.markarnold.com Details
Friendship, In. — John Race, Dillsboro, attended his last Friendship State Bank Board of Directors meeting on Wednesday, May 17 when he retired as a director.Race and his wife of 50 years are natives of the Dillsboro area. He recalled hayrides and heading to Friendship most Saturday nights as a kid where his dad played music.Race has a heart for helping others. After serving four years in the Navy, he earned his teaching degree, returned to Dillsboro and spent 10 years teaching with South Dearborn Schools. While he truly enjoyed the students and teachers, Race realized that he did not want to teach for the remainder of his career.Utilizing the education opportunity under the GI Bill, Race continued to take classes. Discovering a love for business and accounting classes, he took every class he could while also working as the Dillsboro Manor administrator. Additionally, he began preparing tax returns in his spare time.Race continued his journey and become a CPA. He opened his own office in 1994 when he was also asked to become a Friendship State Bank Director.“There was a lot more to being a director than I expected,” Race shared.Race realized banking was much more complex than it looked from the outside, but he is very proud of the accomplishments of the bank and the board over the past 25 years. He believes some of the most important work the board of directors did was establishing a human resources department, establishing a way to evaluate performance, significant pay increases for staff, and ensuring the employment of quality people who provide quality work and results.Race did not know any of his fellow directors when he first started, but over the years built lasting relationships. He will miss the comradery.“I will certainly miss John’s perspective at our board meetings,” said CEO Chris Meyer. “John can be feisty during a debate, which is a terrific skill to have. He challenges ideas and decisions in such a way that a better result is the outcome.” He added that John’s “wisdom, experience, and high character made him a terrific steward of our board ideals, and he represented the shareholders well.”“John, with his business experience and accounting expertise was a terrific addition to our board,” Jim Lemon, Friendship State Bank President said. “His guidance will be sorely missed.”You will continue to find Race hard at work and focused on his CPA business in his retirement from the Friendship State Bank board. His passion and love for his work as a CPA and how he can help others is undeniable.“I don’t understand why people don’t like Mondays,” Race said. “After sitting around all day Sunday, I can’t wait for Monday!…I enjoy meeting people and helping them get out of financial scrapes and when they get in trouble. It is rewarding to help others get back on track.”Chris Meyer, Friendship State Bank CEO, was elected at the 2018 Shareholders Annual Meeting to serve on the board as the next director.
There had been speculation last week that Redknapp was close to losing his job, with the R’s down in 19th place in the Barclays Premier League and without a win in six games in all competitions. Manchester United won 2-0 at Loftus Road on Saturday to leave QPR in the relegation zone but Fernandes issued a statement backing Redknapp. Harry Redknapp will remain as QPR manager after chairman Tony Fernandes moved to rubbish reports he was set to sack the 67-year-old. “We know we need to improve our away form and Harry, his coaching staff and the squad will be doing all they can to turn around our fortunes on our travels. “It’s very tight in the table and we will do our best to strengthen where we can to give us the best possible chance. The fans have been brilliant all season and all I ask is that they continue to back Harry and the team.” When questioned about his future last week, Redknapp said he was being targeted by someone within the club who was looking to see him ousted from his position. The former Tottenham boss also insists he can only shop in the loan market during the January transfer window and has already signed Mauro Zarate until the end of the season from London rivals West Ham – although he did admit he is still looking for another striker to lighten the load on 13-goal man Charlie Austin. “I firmly believe Harry is the best man to get us out of the position we currently find ourselves in,” the statement read. “He has great experience and having spoken to him at length over the last week or so, he is determined to turn this around and help us maintain our Premier League status. “This is Harry’s squad of players, so he is the man to move us forward.” Redknapp took over at Loftus Road in November 2012 but was unable to steer QPR to safety – although he did guide them straight back into the Premier League through the play-offs last season. With the club back in the top flight, Redknapp was backed by Fernandes in the transfer market with large sums paid for Steven Caulker, Leroy Fer and Sandro. They joined the likes of Jordon Mutch and former England captain Rio Ferdinand in a strong-looking QPR squad – but they have struggled for results and form this season. All 10 away league games have ended in defeat but 19 points accrued at home mean Redknapp’s side are just one point behind Burnley in 17th spot and Fernandes is happy to support his manager for the time being. “The performance against Manchester United showed the players are behind him and that they have the stomach for the fight,” Fernandes added. Press Association
For all the Latest Sports News News, ICC World Cup News, Download News Nation Android and iOS Mobile Apps. highlights Birmingham: Former spinner Daniel Vettori says Kane Williamson has proved that he is the greatest ODI player to have come out of New Zealand by scoring a match-winning hundred against South Africa in a tense World Cup game here. Vettori is himself a New Zealand great who took 705 international wickets in his illustrious career besides scoring close to 7000 runs across formats.”Kane Williamson has to be New Zealand’s greatest ODI player of all time ? and innings like that against South Africa tells you exactly why. e’s already there now and by the end of his career his record will far exceed anything we’ve had in the past or present, he really is that good,” Vettori wrote in his column for the ICC.Williamson’s unbeaten 106 off 138 balls led New Zealand to another memorable win over South Africa in World Cup history.”Kane has done so much in such a short period, whether a captain or not, he’s been exceptional and he’s an absolute joy to watch. He plays all the shots, he knows how to manipulate the strike and he’s always going to run hard.”What differentiates him from a lot of batsmen in this day and age is his sole focus is winning the game and he tailors his batting towards that,” said.Williamson, 28, is among the world’s leading batsmen with more than 13,000 runs. New Zealand were in a precarious position at 80 for four on Wednesday but Williamson stood like a rock on a tricky surface to chase down the 242-run target.”The wicket was tricky, the South African bowling was very good and they took the pace off the ball well, it was a tough time to bat.”But the way he understood that situation and got his team across the line was exceptional, it’s what makes him one of the greatest in the world now and by the end of his career he’ll be up there with some of the greats of all time,” added Vettori. New Zealand are currently table toppers in World Cup 2019. New Zealand has won four out of five games this World Cup. Kane Williamson registered 12th ODI ton against South Africa on Wednesday.