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“Culture eats strategy for lunch.” We've all heard the phrase, yet how exactly do you define your culture? And perhaps more critically, how do you change your culture? We'll start by laying the groundwork toward creating a world-class service culture at your credit union and building on this foundation throughout the conference. During this session, you'll:
Research has found that in recalling an experience, we ignore most of what happened and focus instead on a few particular moments. In the credit union service world, we can create loyal members by delivering memorable experiences, and even extraordinary moments that are unforgettable. In this session, we'll begin the process of defining how we can elevate our member experience through a process that is ripe for you to take home and launch. Through this session, you'll:
Speaker: D. Major Cohen
During this session, you'll learn how Starbucks created their world-class service standard, “We're in the people business serving coffee, not the coffee business serving people.” You'll also learn how Starbucks delivers consistent world-class service in 29,000 locations and how your credit union may do the same.
Speakers: Jayne Hitman
There's nothing like getting to experience world-class service firsthand to truly be able to capture its essence. The experience begins at the time you identify a provider from whom you need service. The same thing occurs with your members. Through this special Service Scavenger Hunt, we'll take to the streets of Seattle and provide the tools to help you identify the key elements of world-class service. Hiking boots and binoculars not required! In this session, you'll:
Earlier in the day, you defined what we mean by a world-class service culture. This is your chance to investigate methods for applying lessons from some of the top service providers in the country to your day-to-day operations in the credit union. During this session, you'll:
During this session, we'll discuss any lingering thoughts you have from yesterday and prepare you for an impactful second day.
Speaker: Hyatt Regency Seattle leadership panel
The Hyatt Regency Seattle opened December 10, 2018. During this session, you'll learn from a panel of Hyatt leadership how the hotel was able to establish and differentiate themselves in a saturated, competitive market and deliver world-class service.
Speakers: Tim Day, Dottie Day, & Melody Meier
Learn from a panel of Navy Federal Credit Union leaders about their service standards, how they motivate employees to continually provide world-class service, and how the credit union ensures consistent standards are being delivered across the world.
Speaker: Jayne Hitman
We will have you out of the conference room again and engage in an experiential learning exercise that will open your eyes to just how different member service is from member experience. This small group activity will build from day 1 and take you places... maybe even out of your comfort zone. In this session, you'll explore:
With our experiential exercise as our catalyst, we will explore how our learning will impact our future. Together we will share the impact of what we encountered, how it made us feel and how that applies to the member experience at our credit union.
It's easy to observe great service. During this session, we'll do the hard work of translating service experiences from world-class retail and online stores to the member experience and employee experience at your credit union.
Everyone knows how to coach to numbers and goals, even if we don't actually do it. During this time, we will investigate the “what” and the “how” in coaching to service excellence and performance. You will have an “ah ha” moment when you discover just how easy and effective coaching to service can be. In this session, you'll:
The critical role of asking good questions is amplified in a coaching conversation. During this session, you'll learn how to ask better questions to get at the heart of the coaching matter while keeping your staff focused on maintaining responsibility for their own actions. In this session, you'll learn:
After 2 ½ days, you'll be tempted to take an early flight out and create your plan on the flight. Don't do it! Stay for this critical piece of the puzzle where you'll bring together all of the elements of what you've learned to truly shift to a world-class service culture in your credit union. As we wrap up, you'll:
Champion for the Credit Union Movement
Credit Union National Association is the most influential financial services trade association and the only national association that advocates on behalf of all of America's credit unions. We work tirelessly to protect your best interests in Washington and all 50 states. We fuel your professional growth at every level and champion the credit union story at every turn.
Credit Union National Association
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