New research across business sectors reveals that the customer experience drives financial results—a fact that credit unions have known and practiced all along. As the logistical engine of credit unions, operations and the member experience are a natural strategic nucleus, but employees in those departments may be an underutilized asset in identifying and executing strategic initiatives to grow membership and assets.
Given their positions on the frontlines of member service, managers and employees can help gather valuable business intelligence and apply strategic objectives in their daily interactions with members and efforts to enhance operations.
the benefits of developing the business acumen of frontline and back-office employees in support of strategic execution.
Credit union leaders and industry experts share their perspectives on what constitutes strategic agility and how executives can lead by example in challenging and supporting their teams in positive ways.