Credit Unions

The breadth and depth of your products and services are an important measure of the value you offer. But they’re not enough to build long-term, trust-based relationships with your members.

The credit unions that consistently attract, engage and retain loyal members have a few other key differentiators in common. Specifically, they develop and support their employees’ confidence, competence and commitment to creating superior value for members, and they build a sales and service process culture-wide that’s intensely focused on member needs.

Deeply understanding your members, prioritizing their needs and creating more value based on those needs will ensure your credit union’s performance remains strong regardless of external market factors. But you might be encountering some roadblocks that, unless addressed, will prevent you from growing. 

We can help solve your greatest challenges, including:

• A need to grow share of wallet, but reps have an aversion to and negative perception of “selling”
• Increasing the number of products per member
• A consistent member experience and value delivered across all branches
• Increase value derived from strong service scores
• Growing non-interest revenue per FTE, but staff doesn’t ask thoughtful questions or know how to handle objections
• A culture that reinforces a mindset that service is different from sales—and “sales” comes with plenty of baggage
• Managers who struggle to balance accountability with managerial support and dedicated, one-to-one coaching

The good news is, the answer to many of these challenges lies in your credit union’s mission and values. They just need to be infused into your sales and service processes and culture every day so they can drive greater commitment, engagement and growth. We can help get you there.

As experts in aligning attitudes and beliefs around a member-focused strategy, we have helped countless credit unions like yours increase sales, strengthen member relationships, maximize productivity and retain the best talent. Our approach helps your people bridge the gap between service and selling by understanding that both are about creating value for members. In the process, they learn how to uncover new opportunities that will deliver even more value— and give them a greater sense of fulfillment and satisfaction in what they’re doing.

Along with the support of managers who are committed to coaching on mindset as well as skillset, it’s a comprehensive credit union training approach that unleashes a new level of performance, accountability and engagement, one that will accelerate growth and strengthen member loyalty and employee retention.