Here is how I define talent… • Impeccable Character • Excellent Communicator • Positive Attitude • Competence + Aptitude • Creative /Innovative • Strong Drive = Proactive • Customer Focused • Solid Team Player Job Description + Character WHAT WHO
Cecil Van Tuyl “It is all about people, people, people. You can kid yourself about a lot of things in your business, but at the end of the day it will always come down to people.”
The number one factor in increasing the level of highly satisfied and engaged MEMBERS in your credit union is…The level of highly satisfied and engaged EMPLOYEES in your organization.
Key Drivers of Member Satisfaction and Loyalty Financial Performance CR= 104.12% increase in profits Global study: 16 countries Tolerate 529 companies 15,589 respondents Quality P&S & Nothing Member Relationship Less CR= .404 Employee CR=.277 Satisfaction CR=.275 CR=.249 CR=.334 CR=.280 Empowerment Coaching High Standards CR=.285 CR=.371 CR=.365 CR=.191 CR=.247 Long-term Enthusiasm, Training & Fair Orientation Commitment, Development Compensation RespectFrom: Practice What You Preach by Maister
Member satisfaction drives customer loyalty… and member loyalty drives profitability Evangelist 100% Zone of Affection I love you 90 80 A 5% increase in loyalty 70 Zone of among your best Indifference 60 members… Loyalty 50 I don’t care about you 40 30 Zone of Can produce a profit 20 Defection increase of 25% – 85%I hate you Terrorist Extremely Somewhat Slightly Very Dissatisfied Dissatisfied Dissatisfied Satisfied Satisfied Member Satisfaction
Culture = CashActively disengaged employees can reduce revenues by up to 22%, while highly satisfied and engagedmembers can drive profits up by as much as a 189%
Patrick Lencioni “Once organizational health (culture) is properly understood and placed in the right context, it will surpass all other disciplines in business as the greatest opportunity for improvement and competitive advantage. Really!”
HUGE data set… • 600,000 employees at 500 companies. • 6,800 senior executives. • 900 books and academic articles. • 30 CEOs of Fortune 500.From: Beyond Performance by Keller and Price
Nine Elements of Organizational HealthFrom: Beyond Performance by Keller and Price
Key attributes of winning cultures• High aspirations and a desire to win 1 - 10• Extreme customer focus• A “think like owners” attitude• Bias to action• Individuals who team• Passion and energyBain & Company
What do employees want? S B A Focus me Know me Care about me Hear me Help me feel proud Equip me Help me see my value Help me grow Help me see my importance
What do engaged employees look like?1. They give more discretionary effort.2. They consistently exceed expectations.3. They take more responsibility and initiative.4. They receive better customer service ratings.5. They offer more ideas for improvement.6. They promote and model teamwork.7. They volunteer more for extra assignments.8. They anticipate and adapt better to change.9. They persist at difficult work over time.10. They speak well of the organization. 1 - 10
Steps for Success 1. Ambiguity breeds mediocrity - set very clear expectations for performance. 2. Communicate and coach continuously. 3. Use these slides as checklists. 4. Celebrate small wins – catch people doing things right! 5. Deal decisively with poor performance.. 6. Be a living example of what you want your people to be.
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