On this week's CU Chat Up, I am very excited to have Ben Rogers from the Filene Research Institute on to discuss their new research report, Customer Experience and Credit Union Opportunities: A Collaboration with McKinsey & Company.
Why do credit unions get great satisfaction ratings on surveys, but people still go bank elsewhere. Or, as Brent Dixon is quoted in the report,“Credit unions seem to be like the guy who’s best friends with every girl in school but can’t get a date." Very exciting research that can help your credit union!
Also on the show, Paul Stull will be interviewing....me. Yep, me, Carla Day. Not sure how this all came about, other than I finally said "yes". You can read all about it in Paul's post, Who is Carla Day and what is she doing to credit unions. Any questions for him to ask? Tweet him at @Paulsworld or leave them in the comments here or on his post. (Please oh please be nice!)
The show is Wednesday, March 31st 2 pm CT and will be archived as a podcast after the live show. Listen to the show: CU Chat Up- Customer Experience and Credit Union Opportunities
Tuesday, March 30, 2010
Monday, March 22, 2010
CU Chat Up- Chatting It Up!
In order to keep things new and fresh on the CU Chat Up radio show, I try to add new segments each month. So far this year, new segments such as Chatter of the Week and WoW have started the show. This week will be another experiment for the show.
Introducing Chatting It Up!
This week, three guests will be on the show and lead a discussion about a topic that they choose with the panel. In addition, we are going to try a question and answer segment. Do you have a question that you would like to ask one or more of the panelists? You can submit it ahead of time or in the chat room during the live show.
The panelists this week include:
Denise Wymore, a speaker and author, who has a credit union blog (The 2020 Vision of Marketing). She will be leading a discussion on Membership Rewards Programs.
Rob Rutkowski, an attorney for Weltman, Weinberg & Reis, Co. L.P.A, who has both a monthly podcast (Current Issues in Credit Unions) and a blog (That Credit Union Blog) that discuss credit union topics. He will be leading a discussion on Marketing Compliance issues.
Robbie Wright, a consultant (CU Innovators), who has a credit union blog (CU Innovators Blog). He will be leading a discussion on Missed Social Media Opportunities.
All three have extensive experience working with credit unions and will bring unique perspective to each conversation.
In addition, we will have a Question and Answer period if we have enough questions. You can submit questions in the following ways:
The show is Wednesday, March 24th at 2 pm CT and will be archived as a podcast after the live show. Listen to the show: CU Chat Up- Chatting it Up- March
Introducing Chatting It Up!
This week, three guests will be on the show and lead a discussion about a topic that they choose with the panel. In addition, we are going to try a question and answer segment. Do you have a question that you would like to ask one or more of the panelists? You can submit it ahead of time or in the chat room during the live show.
The panelists this week include:
Denise Wymore, a speaker and author, who has a credit union blog (The 2020 Vision of Marketing). She will be leading a discussion on Membership Rewards Programs.
Rob Rutkowski, an attorney for Weltman, Weinberg & Reis, Co. L.P.A, who has both a monthly podcast (Current Issues in Credit Unions) and a blog (That Credit Union Blog) that discuss credit union topics. He will be leading a discussion on Marketing Compliance issues.
Robbie Wright, a consultant (CU Innovators), who has a credit union blog (CU Innovators Blog). He will be leading a discussion on Missed Social Media Opportunities.
All three have extensive experience working with credit unions and will bring unique perspective to each conversation.
In addition, we will have a Question and Answer period if we have enough questions. You can submit questions in the following ways:
- Email them to me at Carla [at] CUChatUp [dot] Net.
- Ask the question in the comments section of this post.
- Record the question in Cinch. (I will play the recording on the show if the quality is good). To do this, go to http://www.cinchcast.com and record the cinch via your computer or phone. Then, either email me or tweet me at @CUChatUp the link to your recording.
You will also have the option to ask a question as always in the live chat room during the show.
I am very excited to chat with Denise, Rob and Robbie this week.
The show is Wednesday, March 24th at 2 pm CT and will be archived as a podcast after the live show. Listen to the show: CU Chat Up- Chatting it Up- March
Friday, March 19, 2010
Twitter and Toothpaste Tubes- Huh?
Over the last several weeks, there have seemed to be an increasing number of discussions in my online world about how people are misusing Twitter and need to change their ways. And, in most cases, I disagree with all of them. For example, is it wrong to tweet your new blog post more than one time, or tweet about what you are eating, doing, or in some cases thinking. Or, posting quote after quote after quote..okay, that one really annoys me! But, I don't think it is wrong.
Here's the thing I love about Twitter...it can be whatever you want it to be. Of course there are some limits placed by Twitter itself, but those aren't what people have been complaining about. Really, it's true, Twitter can be whatever you want it to be. You choose what you want to post. What you find interesting, what you think others may find interesting, what disgusts you, what your crazy father says, what is annoying you, what you overheard, whatever you want!
And, the best part about it is that not only do you get to choose what you post, but you choose who you listen to. If you don't like what someone is doing...don't follow them! If you don't like when someone posts quotes after quotes after quotes, unfollow them. Don't worry if you hurt their feelings. It just wasn't a Twitter relationship that was meant to be.
And, this is where it gets complicated and why I think people complain about how some people use Twitter. It is because they really want to follow the person, but they don't like their 'bad' habits. 'Bad' because it is something that annoys you, not necessarily because it is wrong.
So, here it is...Twitter is like life. Twitter relationships aren't going to be perfect. Your wife may squeeze the toothpaste from the middle of the tube and you may be a bottom to top kinda person. And, I'll bet that is annoying, right? But, you still love her. Or, your best friend might always be late. Every time you are going out for drinks or to a movie, he's ten minutes or more late. I'll bet that annoys you a lot, especially when you lose out on a table because of it or have to sit in the first row of the theater. But, you are still best friends, because you have fun together and know you can count on him when you really need him. He's just never on time.
Twitter is the same way. People are going to tweet differently, maybe too much, or post irrelevant tweets, or what they ate for breakfast, the question is does the good outweigh the bad? If the bad outweighs the good, it is probably a disfunctional twitter relationship and perhaps you should end it. It is okay to unfollow people. But, if the good content outweighs the bad, then be happy that you found someone to follow who can enrich your life in a positive way and let the little stuff go.
You are entirely in control of how you use Twitter. And, that does include complaining about how others use Twitter. But, ask yourself, should you be following that person? Or, is it a toothpaste tube annoyance that should just be let go? And, by discussing it are you enriching other people's Twitter experience or are you becoming someone's toothpaste tube annoyance?
Here's the thing I love about Twitter...it can be whatever you want it to be. Of course there are some limits placed by Twitter itself, but those aren't what people have been complaining about. Really, it's true, Twitter can be whatever you want it to be. You choose what you want to post. What you find interesting, what you think others may find interesting, what disgusts you, what your crazy father says, what is annoying you, what you overheard, whatever you want!
And, the best part about it is that not only do you get to choose what you post, but you choose who you listen to. If you don't like what someone is doing...don't follow them! If you don't like when someone posts quotes after quotes after quotes, unfollow them. Don't worry if you hurt their feelings. It just wasn't a Twitter relationship that was meant to be.
And, this is where it gets complicated and why I think people complain about how some people use Twitter. It is because they really want to follow the person, but they don't like their 'bad' habits. 'Bad' because it is something that annoys you, not necessarily because it is wrong.
So, here it is...Twitter is like life. Twitter relationships aren't going to be perfect. Your wife may squeeze the toothpaste from the middle of the tube and you may be a bottom to top kinda person. And, I'll bet that is annoying, right? But, you still love her. Or, your best friend might always be late. Every time you are going out for drinks or to a movie, he's ten minutes or more late. I'll bet that annoys you a lot, especially when you lose out on a table because of it or have to sit in the first row of the theater. But, you are still best friends, because you have fun together and know you can count on him when you really need him. He's just never on time.
Twitter is the same way. People are going to tweet differently, maybe too much, or post irrelevant tweets, or what they ate for breakfast, the question is does the good outweigh the bad? If the bad outweighs the good, it is probably a disfunctional twitter relationship and perhaps you should end it. It is okay to unfollow people. But, if the good content outweighs the bad, then be happy that you found someone to follow who can enrich your life in a positive way and let the little stuff go.
You are entirely in control of how you use Twitter. And, that does include complaining about how others use Twitter. But, ask yourself, should you be following that person? Or, is it a toothpaste tube annoyance that should just be let go? And, by discussing it are you enriching other people's Twitter experience or are you becoming someone's toothpaste tube annoyance?
Tuesday, March 16, 2010
CU Chat Up- Personal Financial Management (PFM)
Today's CU Chat Up is going to be jam packed filled with information and a little fun too!
Ron Shevlin from Aite will be on to discuss the research findings from their study titled, "Personal Financial Management: A Platform for Customer Engagement". The study included survey information from both financial institutions offering a PFM through their institution and consumers using a PFM. If you have thought about offering this service at your credit union, you don't want to miss out on this show.
In addition, Eric Acree and Matt Fagala from Vantage Credit Union will be on to talk about their credit union's decision to implement a PFM. Also, Jen Shefner from Columbia Credit Union will discuss their recently launched PFM and providing the initial member reaction to the service.
Tune in for all things PFM!
Last week, the WOW segment was about Currency Marketing's Money in the Bank contest and voting ends on Wednesday. To further support this contest, each contestant was given the opportunity to record one last pitch for votes that will be played during the show. Remember, you can vote as many times as you have email addresses. But....use your votes wisely! The contestants were all incredible. I will post links to their pitches here after the show airs as well.
Lastly, time is quickly running out to sign up for the CU Chatters College Basketball Tournament Bracket Challenge. Details are on the right side panel of this page or you can get details at http://community.cuchatup.net. Winner will be featured on a CU Chat Up show.
Ron Shevlin from Aite will be on to discuss the research findings from their study titled, "Personal Financial Management: A Platform for Customer Engagement". The study included survey information from both financial institutions offering a PFM through their institution and consumers using a PFM. If you have thought about offering this service at your credit union, you don't want to miss out on this show.
In addition, Eric Acree and Matt Fagala from Vantage Credit Union will be on to talk about their credit union's decision to implement a PFM. Also, Jen Shefner from Columbia Credit Union will discuss their recently launched PFM and providing the initial member reaction to the service.
Tune in for all things PFM!
Last week, the WOW segment was about Currency Marketing's Money in the Bank contest and voting ends on Wednesday. To further support this contest, each contestant was given the opportunity to record one last pitch for votes that will be played during the show. Remember, you can vote as many times as you have email addresses. But....use your votes wisely! The contestants were all incredible. I will post links to their pitches here after the show airs as well.
Lastly, time is quickly running out to sign up for the CU Chatters College Basketball Tournament Bracket Challenge. Details are on the right side panel of this page or you can get details at http://community.cuchatup.net. Winner will be featured on a CU Chat Up show.
Wednesday, March 10, 2010
CU Chat Up- Seven Cooperative Principles and Credit Unions
During several previous CU Chat Up radio shows, guests have mentioned the Seven Cooperative Principles and how they should be core to the culture of credit unions. Since the topic kept coming up, I thought it was worth having a show dedicated to discussing these principles, the guests will be Walter Laskos from WesCorp and Tom Decker from the NCUF.
The show is Wednesday, March 10th at 2 pm CT: Seven Cooperative Principles and Credit Unions
Walter Laskos has recently written two blog posts about the Cooperative Principles that can be found on his blog: Laskos on Credit Unions. Tom Decker has been teaching credit union advocates through the Credit Union Development Education program (which I will go through...someday!!!).
If you aren't familiar with the Seven Cooperative Principles, they are:
You can read about the history at the Rochdale Principles Wiki page and specifically related to credit unions at the Credit Union Philosophy page from CUNA (source for above list).
Does your credit union use these principles as part of its culture? Strategic planning? Member marketing? Or, is this one of the only times you have even heard about them? Please share your experiences here on the blog or during the live show in the chat room or call in!
You can listen to the show live at the above link or during the live broadcast, you can listen by phone by calling (646) 721-9289. All shows are at http://radio.cuchatup.net.
You can also join the chat room with other listeners. In order to comment in the chat room, you do need to register with blogtalkradio. If you don't want to register, you can see the conversation but not participate. Here is the website to register for a login: http://www.blogtalkradio.com/
Look forward to having you join the conversation about the cooperative principles
The show is Wednesday, March 10th at 2 pm CT: Seven Cooperative Principles and Credit Unions
Walter Laskos has recently written two blog posts about the Cooperative Principles that can be found on his blog: Laskos on Credit Unions. Tom Decker has been teaching credit union advocates through the Credit Union Development Education program (which I will go through...someday!!!).
If you aren't familiar with the Seven Cooperative Principles, they are:
- Voluntary Membership
- Democratic Member Control
- Members' Economic Participation
- Autonomy and Independence
- Education, Training and Information
- Cooperation Among Cooperatives
- Concern for Community
You can read about the history at the Rochdale Principles Wiki page and specifically related to credit unions at the Credit Union Philosophy page from CUNA (source for above list).
Does your credit union use these principles as part of its culture? Strategic planning? Member marketing? Or, is this one of the only times you have even heard about them? Please share your experiences here on the blog or during the live show in the chat room or call in!
You can listen to the show live at the above link or during the live broadcast, you can listen by phone by calling (646) 721-9289. All shows are at http://radio.cuchatup.net.
You can also join the chat room with other listeners. In order to comment in the chat room, you do need to register with blogtalkradio. If you don't want to register, you can see the conversation but not participate. Here is the website to register for a login: http://www.blogtalkradio.com/
Look forward to having you join the conversation about the cooperative principles
Credit Union Advocacy- GAC and more!
I had a great time covering GAC for CU Chat Up. Though the liveblog system didn't work perfectly, it all worked out well through live tweeting using the hashtag #GAC10.
One of the highlights of GAC this year was the inclusion of the crashers. There were 20+ credit union advocates all under 30 years old. During GAC, I was able to have a 30 minute live radio show from GAC with Dan Emery, Braden Young and Matt Davis, three of the crashers. If you missed the show, you can listen to it here: CU Chat Up: Live from GAC
I also had the opportunity to do a few interviews with attendees. I have embedded them below.
In addition, Jason Lindstrom, a longtime GAC attendee, was the guest on last week's CU Chat Up to discuss the top credit union issues discussed during GAC and with Representatives and Senators during the Hill visits.
You can listen to that show here: CU Chat Up: GAC and Credit Union Advocacy.
Jason also wrote a follow up blog post about the current issues that you can read here: Current Credit Union Legislative Issues
Tuesday, March 2, 2010
Chatter of the Week - Sonya J Mills
Sonya J. Mills
Community Manager
Continuity
What do you like the most about working with credit unions and the credit union industry?
I love the passion that credit union folks bring to their work! Maybe I've just been lucky, but I can't think of a single credit union person I've connected with that didn't believe whole-heartedly that the BEST place for their friends' and family's money was in a credit union.
I've only been working in the financial services industry for a little over a year now. Early on I realized I wanted to learn as much as possible about the industry from the employee's point of view. Since I had regular work to do and didn't think that any local FIs would allow me to shadow their employees for weeks on end, I decided that immersing myself on Twitter would be a relatively quick way to get up to speed.
What's been interesting to me is how many credit union folks are on Twitter and how open they are about where they work and what they do. Finding community bankers to follow on Twitter has been much more challenging. Whether that's because they aren't there, or because they are but aren't associating themselves with the work they do Monday through Friday, who knows...
Simply by following credit union folks on Twitter over the past 14 months, I've been educated on the credit union movement, the needs of members (primarily financial literacy), the urgency that financial institutions have to connect with and serve Gen Y, and the challenges that credit unions are facing in legislation, regulation and the economy. I've learned that credit unions seem to adopt technology more quickly than banks yet, in an ironic twist, there seems to be far more outdated websites for credit unions than there are for banks.
I think if there was one "most interesting" aspect, it would be that folks have shared links and engaged in dialogue on an open platform in a much more transparent way than my "pre-financial services job" mindset would have assumed.
What is your favorite part of being a community manager for Continuity and on Control TV?
My favorite part of being the community manager for Continuity Control is the opportunity to help financial institution employees out with challenges. I love that we're able to offer free banking policies every week and our members help each other out by sharing their policies. In the past week alone I've gotten three requests for CAN-SPAM, Anti-Harassment & Document and Email Retention policies. It's great that bankers are starting to see us as an approachable resource.
As for ControlTv, it was a project I started in order to help me understand some of the compliance challenges that financial institutions are facing and share Jim Kisch's expertise in this area with the financial industry at the same time. We're a work in progress and after a 2 week hiatus, we'll be implementing a couple of changes to our format this week. Right now we're debating moving to a podcast format in order to have better on demand usability and easily feature our Alliance partners during the show.
What is your favorite movie, television show, musician or author?
This question highlights the need for me to be a little bit less of a workaholic! Seriously though, it's been ages since I've watched a movie and tv rarely interests me. Music selection typically is chosen by my girls, but when I'm on my own, I still love singing along to the Sundays and the Violent Femmes. My current favorite author would be Jodi Picoult. I love that her books always leave me wondering what I would have done in the same situation.
What book do you recommend to the community and why?
OK, I'm slightly cheating here. I'd recommend that the community read: Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty (J-B Lencioni Series) by Patrick Lencioni because I'm so looking forward to discussing this book with other credit union folks in the LinkedIn Credit Union Leaders Book Club.
I've only recently begun reading business books and can't say that I've read enough of them to make a "must read" recommendation to the community yet. I can tell you that I'm currently reading Crowdsourcing and, in addition to Getting Naked, Groundswell and the Checklist Manifesto are also on my nightstand.
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