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The Process

A collaborative process that goes beyond training

CUNA Creating Member Loyalty™ offers a comprehensive process designed to create and sustain long-lasting cultural change.

1. PLAN

CUNA will work with your leaders to assess your current culture and needs, determine goals and create a plan that will product measurable results.

2. IMPLEMENT

Key stakeholders will work with a CML performance consultant to execute the plan that was established.

3. EVALUATE

Ongoing evaluations will occur to provide benchmarks and allow you and your team determine if adjustments are necessary due to changing needs or assumptions.

4. SUSTAIN

Through our proven best practices, your credit union will have access to a network of resources design for continued success in your new, result-driven culture.

    Additional components allow you to build on the core skill sets:

    • Product Knowledge – The Product Knowledge Program is an unbranded CUNA product which credit unions download and personalize with their own product details. Once created, the program helps you develop your staff’s ability to communicate the value of the products and services in a clear, consistent manner.
    • Consulting & On-Site Implementation Services – Our team of consultants are available to provide on-going support for your credit union — before, during and after your training. Services include organizational analysis for support of sales/service culture, implementation planning, key stakeholders meeting facilitation and much more. 
    • Trainer Certification – Your trainers attend a 5-day certification session for an in-depth understanding of the program content and skills. They also practice and receive coaching on facilitation skills necessary to deliver these programs successfully.
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