How Organizational Culture Relates to Member Experience...And Why You Should Care
in Blog
By: Barbara Agin, NJCUL VP, Member Experience & Education

“The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with customer experience.” – Harley Manning, Forrester Research. 

Credit unions were founded on a “people helping people” philosophy. Does this resonate with employees? Does a teller at a credit union look at his or her job differently than a teller at a bank? If not, why not?

The answer is culture. 

What is organizational culture? It is not about structure changes. It is not about systems or a mission statement; it is about behaviors, a shared set of values that drive how you (credit union employees) do what you do. A company’s culture is “felt” by members through experiences. 

I love this industry; however, often credit unions feel that they are better than banks just because they are credit unions – and that is not enough.

We are proud to bring to you an impactful leadership workshop facilitated by Mike Neill. Mike and his organization work exclusively with credit unions, teaching them how to become more profitable through outstanding leadership. Listen to his podcast on Organizational Culture to get a better idea of the key elements of a thriving credit union culture, and how exactly leaders can create a thriving credit union culture.

Click here to learn more about the "Creating a Competitive Advantage Through Member Experience Workshop" taking place April 10th.