Pioneering a movement that has now spread across the credit union industry, Jeanne Murphy shaped her first credit union sales and service culture in 1982. Since then, she has consulted with credit unions of all sizes on best practices in implementing and enhancing their member-centric cultures.

Today, with membership growth at historic lows and credit unions’ share of consumer’s financial services business less that 10% of the total, Jeanne recognizes the need to shift from the sales-focused cultures that have taken hold to organizational cultures grounded in member advocacy. Cultures in which employees actively listen for and respond to opportunities to help members make the right choices in managing their money and achieving their financial goals.

Our approach is systemic and sustainable, rather than a quick-fix staff-training program with the carrot of incentives added in. After assessing where your credit union is in terms of being an active advocate for your members, we can help you strengthen your efforts in the following areas:

		Gaining commitment and creating strategic alignment throughout the CU
		Staff development, including product knowledge, testing and skill building
		Management Development that covers skill building around setting goals, coaching & feedback, leading effective team meeting, and evaluating performance
		Tracking and measurement systems
		Compensation, recognition and rewards programs

Isn’t it time to gain more business by significantly differentiating your credit union from your competitors? Then it’s time to transition to a culture grounded in member advocacy, not just sales.

When you engage Strategic Solutions to assist your credit union with transitioning to a member advocacy culture, you gain nearly 30 years of field-tested experience. Experience that has led us to develop a comprehensive approach to creating sustainable, successful member-centered cultures in organizations just like yours.

		Gain staff, board and management support for the changes being made
		Align people’s actions and attitudes with desired organizational goals and strategic direction
		Motivate staff to provide extraordinary service which not only helps you create or sustain your competitive advantage, but is in the member’s best interest, as well
		Create a self-perpetuating process of continuous improvement so that the competition can’t catch up
		Work with a trusted, industry leader who has nearly 30 years experience at guiding organizations with gaining and retaining more business from their customers

Grab hold of a greater share of your members’ business while helping them succeed financially in the process. To bring Member Advocacy alive within your credit union—everyday—please contact us today.