The Last Word on Member Care: Why "One-Size-Fits-All" Doesn't Fit, and What to Do About It
C. Harry Eggleton, EMERGENT Consulting, Arlington, VA
There are only five validly researched needs that members have when it comes to service, so you will be able to recognize and respond to the five needs of members
Recognize YOUR service needs (this course involves participants as representative of members, so you’ll get a lot of information about your needs, approaches, preferences)
You will be able to — “in a heartbeat” — identify the “type” of guest: FAST! , friendly, Exact
You will discover ways to enhance “Moments of Truth” in service directed toward each ‘type’ of member.
Raising Eyebrows While you Raise the Bar: How to Build a Culture of Commitment and Excellence
Carmen Voilleque, Consultant, Extreme Arts & Sciences, Eugene, OR
Sponsored by De La Rue Cash Systems, Inc.
Participants will internalize the necessity for shifting from a process-focused service orientation to a member-needs focused orientation that can be embraced throughout their organization.
Participants will gain a better understanding in how to create a culture that encourages and enforces staff responsibility, productivity and accountability.
Participants will learn how the best service organizations have been able to go beyond teaching people basic service skills to instilling core organizational values that fuel staff self-esteem, ability, and success.
Branch Integration of Business Services, Challenges and Successes
Matt Mamer, Business Services Manager, CEFCU, Peoria, IL
The importance of branch involvement with business accounts/business prospects
How to get branches involved
Opportunities and challenges of branch integration of business services
Training for branch management/staff (what they need to know)
Resources available (internal and external) for servicing and soliciting businesses
S.M.A.R.T. Coaching
Paul Robert, Director, Financial Institution Consulting, Schneider Sales Management, Inc., Greenwood Village, CO
Sponsored by Educated Investor
Establish a consistent coaching routine on knowledge, skills, strategy and effort/mental toughness that supports your goals and plans
Describe performance in terms of SPECIFIC behavior
Targeting Sales Efforts to Local Markets
Deborah Smith, Managing Principal, Focus Performance Group, Upland, CA and
Andrea Wagner, Director, Sales and Business Development, Westerra Credit Union, Denver, CO Sponsored by OfficeMax
Use member information to help your front line teams target their service and sales activities for maximum return.
“Operationalize” your vision of being member centric. What are the behaviors we expect from employees to deliver on the vision of member centricity?
Key into the entrepreneurial spirit of your line managers and enable them to “run it like they own it”.
And, hear from credit union leaders who have succeeded in shifting from a service culture to a member centric sales culture driven by member information.
The Art and Science of Branch Placement
Tom Tucker, EVP, Sales and Marketing, IBT, Norcross GA
Using available tools, techniques and resources the right way (e.g. what demographics, trade area analyses, and competitive information can — and can’t — tell you; what kind of things to look for during site visits)
Matching site characteristics to the new branch’s mission and to the specific needs of the intended members
Evaluating and matching the new branch’s mission to the best available facility options and formats
Identifying and evaluating placement factors and branch considerations of special importance to particular segments (e.g. the underserved, the environmentally conscious).
Open time for participants to visit our conference sponsors
1:30-2:45 p.m.
BREAKOUT SESSIONS (all breakout sessions from morning repeat)
Branch Integration of Business Services, Challenges and Successes
Matt Mamer, Business Services Manager, CEFCU, Peoria, IL
S.M.A.R.T. Coaching
Paul Robert, Director, Financial Institution Consulting, Schneider Sales Management, Inc., Greenwood Village, CO
Sponsored by Educated Investor
Targeting Sales Efforts to Local Markets
John Carter, Managing Director, Focus Performance Group, Upland, CA
Sponsored by OfficeMax
The Art and Science of Branch Placement
Tom Tucker, EVP, Sales and Marketing, IBT, Norcross GA
2:45 – 3:00 p.m.
NETWORKING BREAK
3:00 – 4:30 p.m.
GENERAL SESSION
The Perfect Storm
Brian Warfel, Chairman, CUNA Technology Council and SVP Sales & Service, Power Financial CU, Pembroke Pines, FL
Sponsored by Liberty and CUNA Strategic Services
A methodology to spot new business/technology trends
A review of changing demographic trends and how they apply to business
A look at companies outside the Credit Union space and how they are reaching consumers
A discussion of what the Model T and the Ipod have in common!!??
Turning Your Call Center into a Virtual Branch (this session repeats)
Randy Stolp, VP Call Center, Arrowhead CU, San Bernardino, CA
At least one idea to improve quality, speed of service, sales, or staff performance that you can begin to implement tomorrow!
Tips for receiving “buy-in” from staff, peers, and your boss.
Where to find your resources.
Learn how to get ahead of the curve, creating change when none appears to be needed. In other words, “fixing what isn’t broken!”
Tips for assessing your team. Determining if you have the right people in place or people that can be the right people.
Reaching the Hispanic Market – Good for Philosophy, Good for Business (this session repeats)
George Poitou, COO, SCE Credit Union El Monte, CA
Sponsored by IBT and CUNA Strategic Services
A discussion of the challenges SCE FCU faced in making the transition from a SEG FOM to a mixed field of membership including those faced by the Board of Directors.
Understand why serving the Hispanic Market is Good for CU Philosophy and Good for Business not only for individual credit unions but for the movement in general
Learn about real world programs, both shares and loans, designed to attract and serve the Hispanic Market
Learn how to develop marketing (is Spanish always Spanish?), community development and public relations strategies specifically designed to penetrate the Hispanic Market.
Operational BSA Issues
Speaker: James Krob, Director of Regulatory Compliance, California CU, Glendale CU
Sponsored by De La Rue Cash Systems, Inc.
Overview of 748
Risk Assessments
Operational Compliance with BSA
Current hot buttons of the NCUA
How to Attract and Retain E-members
Keith Troup, VP Operations, Stanford CU, Palo Alto, CA
Sponsored by MoneyGram and CUNA Strategic Services
Promoting electronically to potential members
Originating members, accounts, and deposits remotely
A word about remote authentication and compliance
Retaining members electronically and growing ebusiness
How to retain CU members through remote channels
11:30 a.m. – 1:00 p.m.
GRAB-N-GAB LUNCH - CHOOSE A ROUNDTABLE
Topic 1: The Versatility in Developing a Sales Culture through Sound Hiring Practices
Facilitator: Denny Graham, Director of CU Sales, Schneider Sales, Chesterfield, MO
Topic 2: Learn About and Share your New Product Offerings and Product Innovations
Facilitator: Tina McMinn, AVP branch Services, Stanford FCU, Palo Alto, CA
Topic 4: Hot Topic (will be announced at conference)
Facilitators TBA
1:00 – 1:15 p.m.
NETWORKING BREAK
1:15 – 2:30 p.m.
BREAKOUT SESSIONS
Turning Your Call Center into a Virtual Branch
Randy Stolp, VP Call Center, Arrowhead CU, San Bernardino, CA
Reaching the Hispanic Market – Good for Philosophy, Good for Business
George Poitou, COO, SCE Credit Union El Monte, CA Sponsored by IBT and CUNA Strategic Services
Merger Strategies
David Bartoo, President, Merger Solutions Group, Forest Grove, OR
Overview – credit union and merger trends/forecasting
Implementing an acquisition strategy
Potential partners and targeting merger opportunity
Hostile or unsolicited takeover protection
Merging out your credit union – the easy way or the right way
Staying Connected in a Geographically Diverse Organization
Patti Dixon, VP Services Centers, Carey Price, Midwest Regional Manager and Mike Harte, East Regional Manager, Baxter CU, Vernon Hills, IL
Sponsored by MoneyGram and CUNA Strategic Services
Maintain consistency in your branches
Keep training interesting and updated
Establish a strong employee network
Strengthen the corporate connection
Develop managers into stellar coaches
2:30 – 2:45 p.m.
NETWORKING BREAK
2:45 – 4:00 p.m.
TOWN HALL BEST PRACTICES
Join us as our Best Practice award winners share the secrets to their success in this general session.
Sponsored by 3SI Security Solutions
2007 Winners:
Branch Design - Ascend FCU, Chesterfield, MO
Sales & Service Management - Spokane Teachers CU, Spokane, WA
5:00 – 6:00 p.m.
Hospitality Reception – Gather with your friends and select a restaurant for dinner. We’ll have several area restaurant menus available for you to choose from.
Evaluating Success in the New CU Marketplace
Jay Johnson, EVP, Callahan & Associates, Washington, D.C.
What are new ways to define and measure success in a time when every American can join a credit union?
How can these benchmarks be used to guide strategic decisions?
What steps have credit unions taken to ensure that members recognize and respond to their value proposition?
Pearl Harbor or Pearl Jam? Serving and Managing the Different Generations
Mark Arnold, SVP Marketing, Neighborhood CU, Dallas, TX
An overview of matures, boomers, Xers and dot com generations
Practical ways credit unions can reach each generation
Supervising various generations
Financial products each generation finds appealing
10:00 – 10:15 a.m.
NETWORKING BREAK
10:15 – 11:15 a.m.
CLOSING SESSION
Developing Lasting Leaders Nancy J. Lewis, President, Progressive Techniques, Inc., Atlanta, GA
Sponsored by CO-OP Financial Services
Attributes of leaders versus managers
Creating an environment where leaders are found at every level
Understanding the IRA of leadership
Identifying strategies that create an engaged workforce
11:15 – 11:30 a.m.
Closing Remarks
Keith Kauffeld, VP Operations, Air Academy FCU, Colorado Springs, CO
Noon – 5:00 p.m.
Bus trip to Desert Hills Premium Outlets
For those of you staying over, we will sponsor a bus to the Desert Hills Premium Outlets. You can enjoy an afternoon of shopping at a multitude of stores. The bus will bring you back to the hotel around 5:00 p.m.
