Experience through the consumer’s eyes

first_img 35SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Paul Robert Paul Robert has been helping financial institutions drive their retail growth strategies for over 20 years. Paul is the Chief Executive Officer for FI Strategies, LLC, a private consulting company … Web: fi-strategies.com Details It’s amazing how many times I hear credit union executives say their competition is the bank and credit union across the street – the same dastardly foes they’ve been battling for years. I can’t wait for the day when they say their primary competitor is the foe they can’t see – the online, e-commerce, fintech company that has been (and will continue) to disrupt the retail industry for the past ten years.Wal-Mart has changed its delivery and business focus to remain dominant. Barnes & Noble has changed its model to remain relevant. Macy’s has changed its buying approach to stay afloat. Yet, so many credit unions are still operating within the same model they have for generations. For too many, their response to the oncoming “new world” has been to maintain the status quo and expect the member to adjust to them.The day has come (it may have already passed) for all credit unions to accept what the retailing giants accepted a few years ago: they need to modify their business models to accommodate the new, sophisticated, demanding consumer if they want to remain dominant, relevant, and afloat. The new consumer doesn’t want to do business the same old way; they want to do business in a new and better way.The necessary change for credit unions to appeal to that new consumer is really about changing perspective, not so much about how they conduct their business. In many important ways, the changes needed in our industry are easier and more linear than in the retail lands of Wal-Mart, Barnes & Noble, and Macy’s. We don’t have to dramatically change our products or delivery channels or branch designs to be successful into the future. However, we do need to change how we view those products and channels … we need to view them from the eyes of the consumer.There’s a lot of talk about “member experience” and “member journey” and many times those important concepts are complicated with layers of detail that make them seem esoteric and, therefore, unattainable. Let’s boil them down to their essence – to succeed with an “experience and journey” approach, credit union executives simply need to see and feel their products and service delivery through the eyes and hearts of the member.For too long, we’ve been able to survive (and, in some cases, thrive) by expecting the member and potential member to adapt to our way of thinking, to our perspective on the ways of banking. In the future, credit unions that survive and thrive will adopt their way of thinking to the perspective of the member. They’ll walk in the member’s shoes and make strategic and tactical decisions based on that critical perspective.They will quantify the number of steps required to complete an interaction; they will define exactly how much time a member spent completing that interaction; and they will assess the member’s emotional reaction to that interaction. It’s not just a matter of making processes simple anymore; it’s a matter of reengineering every process around the consumer’s definition of simple, quick, and painless.Another buzz phrase in today’s world is “ease of use”. It used to be acceptable to just meet member expectations. Then it became necessary to exceed member expectations. Now we need to make it as easy to do business with us as possible. An increasing number of consumers are defining their banking expectations by the easy, simple, painless experiences they’ve had with their favorite retailers. There’s no reason, in their mind, that if they can do it, we, too, can provide a similarly positive experience and journey.Successful credit unions need to grade their ease of use in every interaction. And they need to grade it, you guessed it, from the member’s perspective, not theirs. How did the member/potential member feel about the easiness of the interaction? If it was easy in their minds, keep doing it. If it wasn’t easy, fix it. If it wasn’t as easy as the interaction with the online bank, blow up your process and reinvent it.Assessing members’ perception of experience has never been more critical. The old days of an annual satisfaction survey are long gone. Today we need to ask as frequently as possible, following each interaction with each branch and department. Gauge member’s satisfaction with your ease of use after every interaction in the branch, at the machine, on the phone, mobile, and online. No interaction or touchpoint is off-limits.As I write this, I’m returning from a client that has taken this concept to heart. They have been very successful in their lending initiatives, experiencing solid, steady growth over the past few years. However, they recognize that their consumer marketplace has become more sophisticated and is demanding easier access to loan products and services (thanks a lot Quicken Loans and Ally Bank).In response, they have formed a team of employees to analyze their current lending experiences through all channels and propose solutions that will optimize that experience with current and future members. The team will take the following approach:Observe and flow chart the current processes to fully understand what’s happening todayLook at what the competition is doing and see what can be learned from their processesMap the journey from the member’s perspective at every step (What a concept … experience through the eyes of the consumer!!!)Brainstorm and test new, improved ways of delivering each lending product as easily as possibleMark Twain is quoted as saying, “It ain’t what you don’t know that gets you into trouble. It’s what you know for sure that just ain’t so.” Too many credit unions have “known for sure” what the lending, new account, teller, online, call center experience should be like from their perspective. More credit unions need to “know for sure” what those experiences should be like from the member’s and potential member’s perspective. See it, feel it, experience it through their eyes, not just yours.If your credit union would like to analyze your delivery and optimize your experiences, my firm would be happy to help. Let’s talk about getting your team positioned to see your member experiences through new and fresh eyes and create the most “easy” journey possible. Please email me at [email protected], call me at 636-578-3280, or visit our website: www.fi-strategies.com.last_img read more

Day scores 9-shot runaway win in Logan Trophy

first_img8 Jul 2018 Day scores 9-shot runaway win in Logan Trophy Gloucestershire’s Nick Day claimed his first national title in grand style, with a 9-shot runaway victory in the Logan Trophy.The 38-year-old tamed the fiery fairways at Long Ashton Golf Club – in his home county – and finished the 54-hole English men’s open mid-amateur championship on nine-under par.“I’m dead chuffed to win something like this,” said Day, a member at nearby Henbury Golf Club.He was six off the pace after his first round of two-over 73, when he played in the wind and his putts refused to drop. But he was far from discouraged and charged to the top of the leaderboard on day two, when he carded six-under 65. His score, which included two eagles, put him three clear with a round to play.Today he forged further ahead with four birdies in the first six holes and went on to shoot 66. As the gap widened he opted for the “safe and sensible” approach. The driver mostly stayed in the bag, as it did yesterday, and he teed off with rescue clubs which gave plenty of length as well as more control on the ball.Those in the know in Gloucestershire will not be surprised by Day’s win. He’s an extremely competitive golfer who plays off plus-three, has won four county championships and topped the county’s order of merit for the last six or seven years.But he’s also the operations manager of a working dock and the father of a little boy who will be two in August – and that doesn’t leave time for playing the national golf circuit. “I play a lot of weekend golf, but not much in between, I’m not a massive practiser,” he said.However, when he discovered the Logan Trophy was to be played at Long Ashton he put it in the diary, knowing the course suited his game. He won one of his county championships there and holds the course record of 64. “I knew I could shoot low round here,” said Day. “I’ve probably played it two or three times a year for the last 12 or 15 years.”Day also had praise for the course, which stood up well to the dry conditions. “Everywhere is really burned up but the course was still really good,” he said.The runner-up was Lancashire’s Geoff Harris (Formby), who was level par, while Justin Phelps (Northwood) took third place on three-over.Long Ashton members Gordon Barr and Jonathan O’Neill both made with cut, finishing tied 9th and 31st respectively.For full scores click here Tags: Ashton Golf Club, Logan Trophy, Nick Daylast_img read more


first_img“He had been training so good the last couple weeks coming off the layoff. He was a little bit unlucky in that he hit two soft turf courses, and he doesn’t like it soft. He likes it firm like today, and when you get that firm turf course, he’ll give you a performance like this. We were going to sit 1-2. If the 1 was adamant on going, we were going to sit right on him, and if he wanted to sit back, we were going to do what we did today. It went as planned.” JOSE LEZCANO, TOURIST, SECOND: “It was a fast pace, but the horse on the lead just kept going. The plan was to lay close. My horse ran a good race and he gave me everything he had.” JOCKEY QUOTES TRAINER QUOTES             PHIL D’AMATO, MIDNIGHT STORM, WINNER: “He had his ears up the whole time. If he had his ears pinned back and he looked like he was going full speed, I would have been concerned. But I thought Raffy saved a little bit at the top of the lane. It’s vindication, because I thought he should have won it last year. He was kind of up against it, but he’s vindicated, and now he’s a Grade I winner. Onward to the Breeders’ Cup.”center_img RAFAEL BEJARANO, MIDNIGHT STORM, WINNER: “I knew Heart to Heart was going to try for the lead and if I let him get to the lead, he’d control it. Julien tried to relax his horse right away. My horse is tough to control and I don’t want to fight with him, so I let him run a little bit into the first turn. After that I tried to get set up, tried to get him relaxed and I had a lot of horse. I had plenty of horse and he just took off.” JULIEN LEPAROUX, (FAVORED) HEART TO HEART, FOURTH: “We had a good trip, we had no excuses today. He settled nicely for me and he just didn’t have any kick left at the end, that’s it.” -30-last_img read more

Media Coverage

first_img2010 NCP launches Football Friday, BizCommunity.com, 2009/09/03 [PDF, 25kb]2010 communication: still no central message, BizCommunity.com, 2009/08/25 [PDF, 46kb]Defining SA, Sunday World, 2009/08/23 [PDF, 727kb]World Cup is the reason to share the love in Mzansi, Business Day, 2009/08/21 [PDF, 827kb]Better transport essential for successful world cup, Daily Dispatch, 2009/08/18 [PDF, 383kb]SA in need of Laduma! jab, The Star, 2009/08/18 [PDF, 407kb]Cluster focus on what’s important at 2010 NCP, Publicity Update, 2009/08/18 [PDF, 37kb]2010 NCP opens in Joburg; it’s time to get moving, Publicity Update, 2009/08/17 [PDF, 37kb]Keynote address by Minister of Transport the 4th annual 2010 National Communication Partnership conference, Polity.org, 2009/08/17 [PDF, 59kb]Looking at the bigger picture – moving towards 2010, Polity.org, 2009/08/17 [PDF, 39kb]Media analysis and perception feedback – where is 2010 positioned, Polity.org, 2009/08/17 [PDF, 39kb]Reality feedback: Confederations Cup – how did we do?, Polity.org, 2009/08/17 [PDF, 38kb]last_img read more

Thieves strike at judge’s house, steal trees in Madhya Pradesh

first_imgA gang of five thieves struck at the residence of Arun Kumar Singh, a district court judge and chopped off four sandalwood trees from the premises, before decamping with the logs, police said on Saturday. Police said Justice Singh and his family members were asleep when the incident took place, adding that the thieves cut the trees after threatening the judge’s police guard at gunpoint.The incident took place during the intervening night of Thursday and Friday, police said, adding that the thieves cut the trees after threatening the judge’s police guard at gunpoint.The police guard, Budhi Lal Kol, lodged a complaint with the police in this regard.“As per the complaint, one of the thieves first entered district and sessions court judge Arun Kumar Singh’s bungalow in Civil Lines area on the intervening night of November 14 and 15. He threatened Kol with a country-made pistol. Soon, four other accomplices joined him and held the guard captive,” City Superintendent of Police Shivendra Singh told PTI.“Within 10 minutes, the accused cut the sandalwood trees and fled with the logs. Total four guards, including Kol, were stationed at different locations at the bungalow when the incident took place. However, the thieves did not harm anyone,” he said.Police said the judge and his family members were asleep when the incident took place. According to Singh, police suspect that the accused were from Uttar Pradesh’s Kannauj, which is home to several manufacturing units of incense sticks and perfumes.“In the past, Rewa police had arrested some people from Kannauj for cutting and stealing sandalwood trees from the city,” the CSP said.“Sandalwood is used in making incense sticks and perfume. The cost of the trees stolen from the judge’s house could be around ₹3 to 5 lakh,” he said. Singh said that police have registered a case in this connection and launched a search to catch the accused.last_img read more

Ateneo bags sixth win, hands NU third straight loss

first_imgFor the complete collegiate sports coverage including scores, schedules and stories, visit Inquirer Varsity. PVL: Arellano secures semis spot, drops UP in thriller Read Next BSP sees higher prices in November, but expects stronger peso, low rice costs to put up fight Don’t miss out on the latest news and information. MOST READ Trending Articles PLAY LIST 00:50Trending Articles00:50Trending Articles00:59Sports venues to be ready in time for SEA Games01:37Protesters burn down Iran consulate in Najaf01:47Panelo casts doubts on Robredo’s drug war ‘discoveries’01:29Police teams find crossbows, bows in HK university01:35Panelo suggests discounted SEA Games tickets for students02:49Robredo: True leaders perform well despite having ‘uninspiring’ boss02:42PH underwater hockey team aims to make waves in SEA Games Nonong Araneta re-elected as PFF president “NU’s a tough team, we knew that coming in,” said Arespacochaga. “We played their pace, which was an up and down game. Good thing in the fourth quarter we played better defense.”And that defense was focused on NU’s J-Jay Alejandro who had 21 points coming into the fourth but was limited to just three in the final period.Ikeh tied his career-high of 18 points, to go along 11 rebounds, while Vince Tolentino also finished with his own career-high of 15 points.ADVERTISEMENT Brace for potentially devastating typhoon approaching PH – NDRRMC Typhoon Kammuri accelerates, gains strength en route to PH Fire hits houses in Mandaluyong City LOOK: Loisa Andalio, Ronnie Alonte unwind in Amanpulo for 3rd anniversary Photo by Tristan Tamayo/INQUIRER.netAteneo remained perfect in the UAAP Season 80 men’s basketball tournament after turning back National University, 96-83, Saturday at Smart Araneta Coliseum.The Blue Eagles scored their season-high and retained their spot atop the eight-team ladder with a 6-0 record while the Bulldogs slipped to their third straight loss and fell to a 2-4 card.ADVERTISEMENT Frontrow holds fun run to raise funds for young cancer patients  Fire hits houses in Mandaluyong City NU trailed 85-73 late in the fourth but the Bulldogs tried to build momentum with five unanswered points to cut the deficit to seven, 85-78, on an Issa Gaye throwdown in transition with 2:46 to play.Thirdy Ravena, however, quelled any hopes of a comeback with a booming triple that gave Ateneo a 10-point lead, 88-78, with 2:20 remaining in the game.FEATURED STORIESSPORTSWATCH: Drones light up sky in final leg of SEA Games torch runSPORTSSEA Games: Philippines picks up 1st win in men’s water poloSPORTSMalditas save PH from shutoutChibueze Ikeh effectively put the game away as he rolled to the basket for the open layup to push the lead to 14 with under a minute to play.Ateneo assistant coach Sandy Arespacochaga knew they had to avoid playing NU’s pace after allowing the Bulldogs to partially dictate the tempo in the first three quarters. LATEST STORIES View commentslast_img read more

Without Bernadeth Pons, new era begins for FEU Lady Tamaraws

first_imgTS Kammuri to enter PAR possibly a day after SEA Games opening “The heart of Ebon is just different from the other rookies and you can see that she’s really a leader.”Sports Related Videospowered by AdSparcRead Next Sports venues to be ready in time for SEA Games PLAY LIST 00:59Sports venues to be ready in time for SEA Games01:27Filipino athletes get grand send-off ahead of SEA Games00:50Trending Articles02:42PH underwater hockey team aims to make waves in SEA Games01:44Philippines marks anniversary of massacre with calls for justice01:19Fire erupts in Barangay Tatalon in Quezon City01:07Trump talks impeachment while meeting NCAA athletes02:49World-class track facilities installed at NCC for SEA Games02:11Trump awards medals to Jon Voight, Alison Krauss Is Luis Manzano planning to propose to Jessy Mendiola? SEA Games hosting troubles anger Duterte SEA Games: Biñan football stadium stands out in preparedness, completion Don’t miss out on the latest news and information. MOST READ LOOK: Joyce Pring goes public with engagement to Juancho Triviño “Of course we’ve moved on and we can’t rely on just one player to carry us because teamwork is really important for us,” said Pascua in Filipino during the team’s practice Wednesday at FEU.Pascua said captain Jerrili Malabanan and other veterans such as Kyle Negrito and Heather Guino-o can take the leadership mantle for the coming season.The fun-loving mentor is also looking forward to rookie Lycha Ebon to make an immediate impact for the team since she’s playing the same outside hitter position that Pons once played with the Lady Tamaraws.“We have veterans like Jer, Kyle, and Heather, then there’s also Ebon and all of those guys were once leaders in high school,” said Pascua. “Ebon just has to go through a little adjustment with the team.”ADVERTISEMENTcenter_img View comments SEA Games: Biñan football stadium stands out in preparedness, completion Robert Bolick explodes for 26 in debut, leads NorthPort to rout of Blackwater Private companies step in to help SEA Games hosting LATEST STORIES Photo by Tristan Tamayo/INQUIRER.netMANILA, Philippines—It’s a new area for Far Eastern University as it enters the UAAP Season 81 women’s volleyball tournament without leader Bernadeth Pons.Pons bid goodbye to the team after Season 80 where she led the Lady Tamaraws to a runner-up finish, the highest FEU has placed in the tournament since winning the title in Season 70.ADVERTISEMENT LOOK: Joyce Pring goes public with engagement to Juancho Triviño The absence of Pons is an obvious blow to the Lady Tamaraws, who have relied on their talisman for the better part of two years, but head coach George Pascua said his squad has slowly moved on from it.FEATURED STORIESSPORTSPrivate companies step in to help SEA Games hostingSPORTSUrgent reply from Philippine ‍football chiefSPORTSWin or don’t eat: the Philippines’ poverty-driven, world-beating pool starslast_img read more

10 months ago’Amazing, powerful’ – David Luiz talks up Chelsea target Wilson

first_img‘Amazing, powerful’ – David Luiz talks up Chelsea target Wilsonby Freddie Taylor10 months agoSend to a friendShare the loveDavid Luiz has talked up Bournemouth striker Callum Wilson amid interest from Chelsea.The Brazilian will have the task of marking Wilson when the Cherries take on Chelsea in the EFL Cup quarter-finals on Wednesday.Blues assistant Gianfranco Zola yesterday confirmed the club’s interest in the 26-year-old. And Luiz certainly rates his abilities.”I think he is amazing, a great player,” said Luiz. “He is doing really well. He is a top number nine with power and great movement. “He is scoring a lot of goals, he did well in his first game for England. If he continues in this way, he is a player to play in the best teams in the world.” TagsTransfersAbout the authorFreddie TaylorShare the loveHave your saylast_img read more

New report calls for ways to retain more immigrants in Atlantic Canada

first_imgFREDERICTON – A new report says if Atlantic Canada wants to solve its economic and demographic problems, it must become more than a stopover for immigrants.The report entitled “The People Imperative” will be released Wednesday at a one-day summit on immigration and revitalization, being held in Fredericton.The report is prepared by the Public Policy Forum, an Ottawa-based think tank with ties to business and government.It says increasing immigration won’t work for Atlantic Canada unless people choose to stay. Right now the region has the lowest immigration retention rates in the country.Nova Scotia has a five-year immigrant retention rate between 2011-2015 of 72 per cent, while Newfoundland and Labrador is at 56 per cent, New Brunswick is at 52 per cent, and P.E.I. is at just 18 per cent.No province outside Atlantic Canada has a retention rate below 80 per cent.Atlantic Canada needs to boost immigration and retention if it is to combat the demographic challenge of an aging population.Frank McKenna, deputy chair of TD Bank group, former premier and Canadian ambassador to the United States, said it’s a challenge when you see population numbers dropping in parts of the region.“We have a time bomb going off in that our population is not just declining, but it’s aging as well. On average our population is eight years older than that of Alberta. And that means that we face higher health care costs per capita,” he said.McKenna said more must be done to attract and retain immigrants, and that includes providing more services such as language training, and getting more employers involved.He’s quick to concede the difficulty when immigrants are being attracted to larger centres like Toronto, Montreal and Vancouver that have a larger critical mass.“Not surprisingly they want to be with their fellow citizens in terms of the food they eat, the God they worship, the culture they respect, and we don’t have a lot of those tracks laid down,” he said.Nearly two-thirds of all immigrants to Canada in 2013-2017 arrived in one of the three largest centres, while the Atlantic region received 4.6 per cent of immigrants.“The literature is clear on why immigrants leave Atlantic Canada: they seek better job opportunities and higher compensation, better educational opportunities for themselves and their children, better social services and cultural amenities, and ties to ethnic community and extended family,” the report reads.Still, McKenna said the federally sponsored Atlantic Immigration Pilot program is working, but may need more resources.The Atlantic region is also losing many of its young people who are moving in search of better jobs and better pay.The report says despite that, the region has a lot of positive aspects that need to be promoted, including quality of life.“Immigrants note that the manageable pace of life, with safe communities and good service, makes Atlantic communities attractive for raising families, and the proximity to nature is a large lifestyle draw. These attractions are difficult to quantity, but they are important components of branding Atlantic Canada as a desirable destination,” the report said.The report said retaining more international students for the region would be a huge win, and governments should proactively recruit established entrepreneurs to Atlantic Canada.The summit kicks off a three-year research project on Atlantic revitalization with a special focus on immigrant retention.However McKenna said the situation may be more time critical than that, noting that he sounded the alarm on demographic change and the aging population in 1995.last_img read more

USW begins rotating strikes at Conifer mills

first_imgLocal 1-2017 president Brian O’Rourke said that CONIFER continues to demand concessions from the union on a new collective agreement, including longer probationary periods, lower starting wages, and extra costs for health and welfare benefits.The union said that as part of the rotating strike action, all other CONIFER operations are under an overtime ban, which will continue as the bargaining committee evaluates the next operation, or operations, for strike action.As of right now, it is not clear if and/or when picket lines will go up at the Canfor mill in Fort St. John. FORT ST. JOHN, B.C. – The union representing workers at 13 sawmills in Northern B.C., including the Canfor mill in Fort St. John says it has begun rotating strikes at those mills after giving 72-hour strike notice at the beginning of the month.According to an update posted on the United Steelworkers Local 1-2017 website, the union’s began rotating strikes last Wednesday, when picket lines went up at the Tolko’s Lakeview mill in Williams Lake.On October 4th, the union issued 72-hour strike notice after talks between it and the Council of Northern Interior Forest Industry Relations or CONIFER, broke down in late September.last_img read more