Five Keys to Good Customer Service Part Five: Show Interest and Be Prepared
In the final article of her series on customer service, Morgan VanEnk delivers her last piece of advice: be prepared and stay engaged.
Merger Math in Credit Unions: A Deeply Flawed Process
Mergers may seem like a sound strategy for the individual institution, but are they a sound strategy for the industry and the member-owners who make them possible? Chip Filson doesn’t think so, and goes even further to say the process is broken against the member.
Happy New Year from the Editors
The editors of CUSO Magazine would like to wish you a Happy New Year and good tidings in 2021! We share our well wishes, a recap of 2020 for the publication, and some of the most popular articles from the year.
Chairman Hood’s House Testimony: Members’ Interest Only Matters When Selling to a Bank
Chip Filson wonders whether members’ interests are protected in both credit union-bank acquisitions and mergers, or only the former.
Don’t Let Coronavirus Be a Barrier Between Your Credit Union and Your Community
In the middle of a pandemic, it can seem impossible for credit unions to stay connected to their communities, but Emily Claus offers a reminder that staying connected isn’t a choice, it’s essential to what defines credit unions.
When Vision is Lost: Difficile Est Bonum Esse
As we celebrate this holiday season, Chip Filson reminds us that doing good is very hard, but ultimately worth it. Sustained vision is difficult to maintain, but it’s not impossible and we have an obligation to our founding principles to fight for that vision.
The Unseen Cooperative Advantage
At a time of year when everything feels hectic, Chip Filson reminds us of the wisdom of patience, both with the holiday season and with finding solutions to problems ailing the credit union industry.
Decking the Halls: Celebrating While Staying Safe
Stephanie Underwood offers advice on how to keep the holiday spirit alive and well in your workplace this year while also staying safe.
The Key to Credit Unions’ Future: Trust Each Other
Chip Filson says an often overlooked element of the credit union model is the trust and involvement of regular member-owners in their credit union. By placing more trust in the member-owner, we are strengthening our credit unions, not burdening them.
How to Manage a Black Swan Event
I have never heard the expression of a “black swan event” before this year, so of course I had to Google the meaning. A Black Swan Event refers to a highly improbable occurrence with three characteristics: It is impossible to predict, It carries a massive impact, and Its shock value...
