MDDCCUA The Road to Credit Union Excellence 6.14


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Keynote for MDDCCUA annual meeting in Ocean City 6.05.14

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MDDCCUA The Road to Credit Union Excellence 6.14

  1. 1. The Road to Credit Union Excellence
  2. 2. For those who are prepared…For those who are prepared… …chaos brings opportunity
  3. 3. • The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.
  4. 4. The Key To Success in the New Normal… •Nimbleocity •Nim-bo-licous
  5. 5. The Pattern of Business Success
  6. 6. (T + C + EMF) x DE = Success
  7. 7. Talent Talent + Culture
  8. 8. The level of highly satisfied and engaged EMPLOYEES in your Credit Union. The number one factor in increasing the level of highly satisfied and engaged Members in your Credit Union is…
  9. 9. 1,300,000 interviews: Basic 4 + 1 1- 10 Orange Revolution and All In – Gostick and Elton
  10. 10. 10 Elements of a Winning Culture 1. People enjoy the work they do and the people they work with. 2. People take pride in the work they do and the company they work for. 3. There are high levels of engagement, connection, camaraderie and a community of caring. 4. There is a culture of fairness, respect, trust, inclusiveness and teamwork. 5. The leaders walk the talk, live the values and communicate a clear vision and strategy for growth. 6. Lots of open, honest, robust and transparent communication across the entire organization. 7. The company invests back in employees; there is a commitment to learning, coaching and development. 8. There is a bias for action, employees have an ownership mentality and always strive to give their personal best. 9. There is high accountability and a strong focus on delivering the desired results. 10. There is ample recognition and rewards and mediocrity is not tolerated.
  11. 11. Accountability 1. 100% Clarity + Authority 2. 100% Agreement 3. Track & Post 4. Coach, mentor, train 5. Reward / Punishment
  12. 12. Extreme Member Focus
  13. 13. Web of Value: VOM + MOT + WOM
  14. 14. Extreme Member Focus VOM
  15. 15. Moments Of Truth
  16. 16. WOM = Your BEST form of advertising! 78.9% 23.4%
  17. 17. 43% - 74% of purchasing decision = WOM/T
  18. 18. You MUST have a WOM Referral System Know Like Trust Try Buy Repeat Identify Ideal Member Refer Ideal Member From John Jantsch: The Referral Engine
  19. 19. K N L SOT DWYSYWD FWYS S P/T GALMTTE The keys to building powerful WOM
  20. 20. THANK YOU If you have any questions at all please do not hesitate to send a note or call. My email address is: PLEASE connect with me on LinkedIn Also, you might find value in the ideas I share in my blog. You can sign up for it at: Lastly, these slides have already been uploaded to: