When it comes to connection these days, most people are like porcupines. We’ve been hurt. We’re hypersensitive right now. And- if financial institutions are to thrive in this prickly, digital world- it’s essential to put humanity at the helm. Joining me this week on CRMNEXT’s Banking on Experience is the king of culture himself, Ricardo Gonzalez. – Ricardo is the Founder and CEO of Bilingual America, Founder of the Speakers Guild of America, and Author, Advisor, and Culture Expert. And he drops ...
Jul 26, 2021•27 min•Season 1Ep. 66
Nurture ( verb ): to care for and encourage the growth or development of. Sounds like something all good financial institutions should want to do for their customers and members, right? So, what’s the best way to go about actually doing it? Ryan Zilker (CMO at Sound Credit Union) has some ideas. He joins us this week on CRMNEXT’s Banking on Experience to share his top tips for leveraging omni-channel nurturing across interactions. Topics we covered include: Why Ryan’s so passionate about it Soun...
Jul 19, 2021•36 min•Season 1Ep. 65
Figital. It’s one of the latest, greatest buzz words out there. And it seems the definition is a bit…well…fluid. So, how does “figital” apply to banks and credit unions? Glad you asked! Jamie Cosgrove- Head of Financial Services at Podium joins us this week on CRMNEXT’s Banking on Experience for an open dialogue on every FI’s favorite new word. Topics we covered include: Defining Figital + why Jamie’s passionate about it Meeting ever-changing customer & member expectations Keeping up with th...
Jul 12, 2021•28 min•Season 1Ep. 64
The Underserved. The Unbanked. These populations deserve access to the services banks and credit unions provide, and- for our communities to be truly successful- FIs need to step up. Joining me this week on CRMNEXT’s Banking on Experience is Whitney Anderson-Harrell, Chief Community Development Officer at MSUFCU & President of the Desk Drawer Fund. And she offers a wealth of knowledge on this subject. Topics we covered include: Why Whitney is so passionate about this Defining what is meant b...
Jul 06, 2021•30 min•Season 1Ep. 63
Ready or not, here they come… The future of finance falls on young professionals in banks and credit unions who are fearlessly stepping up to lead. - Is your financial institution doing all it can to ensure their success? Allow me to present one person who is fully committed to the cause. Michael Murdoch , Marketing Manager at Wauna Credit Union and President of the Young CU Professionals of Portland (among many other noteworthy things) is a major advocate for these young leaders. And he returns...
Jun 28, 2021•31 min•Season 1Ep. 62
Ready to really tap into the power of cohesive leadership? Enter the queen of cohesion, Amy Downs , who also happens to be CEO of Allegiance CU , a celebrated author, keynote speaker, and our honored returning guest (we can’t get enough) this week on CRMNEXT ’s Banking on Experience. Topics we covered include: Key experiences that shaped her into the CEO she is today Trust & autonomy- examples of how her team functions Egos: how teamwork kicks those to the curb Success stories- seeing the re...
Jun 21, 2021•21 min•Season 1Ep. 61
Remember that old Gatorade commercial? “Anything you can do, I can do better?” When it comes to digital marketing, there’s an old (outdated) school of thought that says that the big banks have the market cornered, and that Credit Unions are just bringing up the rear. But like I said, that’s an outdated way of thinking. My guest on this episode of Banking on Experience is Kara Yaquinta . Kara is the Digital Growth Strategist at Tropical Federal Credit Union , and she’s here to say that anything t...
Jun 14, 2021•26 min•Season 1Ep. 60
When marketers focus solely on tactically creative work, they can forget about P&L and their metrics can get lost in translation. Is math the missing piece in this digital marketing equation? In this episode of Banking on Experience, I talk to Gaurav Bhatia , Chief Marketing Officer at PenFed Credit Union, about how knowing numbers helps marketers work smarter. We also talked about: - How math lends to credibility. - Tips for better prioritization. - Top KPIs marketers should focus on. Strat...
Jun 07, 2021•28 min•Season 1Ep. 59
You have to grow to survive. It’s no different for financial institutions. Michael Hostetler , VP of Marketing at Crane Credit Union , discussed growth focus for credit unions with me in the latest episode of Banking on Experience. What we talked about: -Michael’s passion for growth-focus and experience with M&As - What can credit unions do right now to achieve growth? - Reputation management through digital marketing Check out these resources we mentioned during the podcast: Michael’s Linke...
May 31, 2021•24 min•Season 1Ep. 58
It’s no secret that digital is a part of our world. And while it might have made sense 10 or 15 years ago to try and separate a digital strategy from the rest of your strategy, we don’t live in a world that allows that any longer. From banking to food ordering to shopping to getting a ride, digital technology is more a part of our lives than ever before. So why are so many companies’ digital strategies still siloed? In this episode, I interview Bill Snider. Bill is the Vice President of Digital ...
May 24, 2021•25 min•Season 1Ep. 57
How do you tell your FI’s vision and story authentically online? Among other things, you need to stay unfiltered. In this episode, I interview Alina Murcar , Marketing & Digital Content Specialist at Canopy Credit Union , about ways to share your unfiltered story on social media. What we talked about: - Why your FI should be like Yoda - What it was like to go through a complete rebrand in 2019 - The importance of taking pictures - How to bring your full self to work Check out this resource w...
May 17, 2021•29 min•Season 1Ep. 56
All staff members have their own landing pages — with not just their work history but also their community service, their favorite part of their job, and a calendar scheduling feature. This is what humanizing your staff digitally with marketing looks like. In this episode, I interview Katie Woods , AVP Marketing Coordinator at R Bank Texas , the innovator behind the humanizing movement at her community bank. What we talked about: - The origin & evolution of the humanizing movement - Exact sp...
May 10, 2021•24 min•Season 1Ep. 55
From comic books to ancient mythology: humans have long fantasized about gaining the power to see the future. What if I told you your financial brand can get close? It may not quite be a crystal ball, but today’s guest, Andy Rossmeissl , CEO of Faraday , says predictive analytics can help you make better decisions for your business and, in this episode, he explains how. We discuss: - The benefit of outsourcing predictive analytics - How to take an incremental approach to prediction (and why you ...
May 03, 2021•27 min•Season 1Ep. 54
More and more people are afraid of being replaced by technology — it’s a valid concern. In today’s episode, though, we look at why this can’t and won’t happen, at least not in our lifetimes. Mike Miller , Vice President of Success at CRMNEXT , joins us in the latest episode of Banking On Experience, to talk about the value of human intelligence in business. What we talked about: - Mike’s background and career journey - The flaw in data-driven decision-making models - Why success needs both data ...
Apr 26, 2021•29 min•Season 1Ep. 53
Your financial health is of equal importance to your physical health. Disagree? In this episode, I interview Anders Jones , CEO at Facet Wealth , about 2 impediments to financial planning and education. What we talked about: - The sin of putting the solution ahead of the problem - Finding tech that makes your advisors’ lives easier - What it will take to adapt our strategy permanently Stay in touch with Banking on Experience by listening on Apple Podcasts , Spotify , or our website . Listening o...
Apr 19, 2021•25 min•Season 1Ep. 52
Your goal is to become a trusted financial guide in your community. You’ll have to create a space for yourself in your community to achieve this. But how? In this episode, I interview Teresa Shore , Branch Manager at Adventure Credit Union , about how to become a trusted brand in your community. What we talked about: Prioritizing the goal to give back Becoming a trusted financial guide with your community presence The Adventure Gives initiative Stay in touch with Banking on Experience by listeni...
Apr 12, 2021•16 min•Season 1Ep. 51
Seamless employee experiences translate directly into frictionless member experiences. One huge hindrance to employee experience is compliance. Or is it? In this episode, I interview Rachel Guyselman , about creating a positive culture around compliance. What we talked about: Compliance officers are not trolls who hide under bridges Steps for integrating compliance officers into the beginning of projects The employee experience, member experience, and compliance triangle Stay in touch with Banki...
Apr 05, 2021•17 min•Season 1Ep. 50
Only about 10% of FIs have embraced the cloud, yet banks actually invented the cloud. Why such a huge disconnect? In this episode, I interview Joe Salesky , CEO at CRMNEXT , and Chris Sachse , CEO at Think|Stack , about technology and innovation in FIs: What we talked about: Designing systems based on user experience The attitudes that rising leaders have towards technology Real examples of FIs that embraced digital transformation Projections for the future of technology in finance Stay in touch...
Mar 29, 2021•36 min•Season 1Ep. 49
You may think you’ve nailed omnichannel if you communicate in multiple channels... Not so. A true omnichannel approach means developing a cohesive view of the customer and how they want to communicate. In this episode, I interview omnichannel master Jason Osborne , Global Head of Consumer Banking at Genpact . Jason & I talked about: What true omnichannel is 2 impediments to orchestrating your data Stories and examples of a successful omnichannel strategy The first 2 steps to get in the right...
Mar 22, 2021•35 min•Season 1Ep. 48
Wouldn’t you spend $30K to recover $300K? Fixed fee is a great way to collect on charged off accounts and increase your cash flow for much less cost than you might think. In this episode, I interview David Wiener , a.k.a. Mr. Cash Flow, CEO/President at Cash Flow Strategies, Inc. , about overlooked cash flow strategies for financial institutions. What we talked about: Collecting charged off accounts with fixed fee collections People really do have money during COVID You need to do a cost segrega...
Mar 15, 2021•24 min•Season 1Ep. 47
We can't be fearful about pouring into our people. When our team members succeed, that means we were successful. In this episode, I interview Christian Elisabeth Hartley , Branch Manager at Keesler Federal Credit Union , about developing the next generation of leaders. What we talked about: Hiring with long-term intention Team member experience directly affects member experience 4 strategies for teaching and grooming new leaders Techniques that Christian implements to turn everyone into a manage...
Mar 08, 2021•27 min•Season 1Ep. 46
Especially in today’s climate of eviction moratorium, at least from an underwriting point of view, you want to raise the barriers to entry. But that’s the opposite of good for low income renters. In this episode, I interview Frank Furman , Chief Operating Officer at PadSplit , about the challenges surrounding underwriting low income housing.
Mar 01, 2021•24 min•Season 1Ep. 45
Okay, so the purpose of the credit score is to give lenders something upon which to frame a quick decision: Should I loan to you or not? But not everybody has a credit score. Those without one are called the “credit invisible” consumer market. But 99% of people pay a phone bill. In this episode, I interview Steve Ely , CEO at eCredable , about using alternative data to help the 46 million credit invisible market build credit....
Feb 16, 2021•21 min•Season 1Ep. 44
What advantages do smaller credit unions hold over their competitors? And what needs to be core to culture, strategy, or execution for a smaller credit union to wield those advantages? In this episode, I talk with Denise Wymore , membership and advocacy development director at NACUSO , about: What advantage community-based credit unions hold over banks The role technology plays in helping small credit unions outpace the big guys Stay in touch with Banking on Experience by listening on Apple Podc...
Jan 25, 2021•18 min•Season 1Ep. 43
A lot of folks try to run digital marketing out of their core system. It almost never works. To do the things you want to do, CRM has to be a part of your tech stack. An effective tech stack is one major reason FinTechs are eating deep into business that should go to banks and credit unions. It doesn't have to be that way. In this episode, I talk about: Stats that show why you need a CRM The 3 pillars that underscore our core promise at CRMNEXT How to use data organization to drive growth Stay i...
Jan 18, 2021•12 min•Season 1Ep. 42
We almost never talk about ourselves. Self-promotion just isn't our way. But recently, our guests and our listeners have been asking: Who is CRMNEXT ? And what do you guys do? In this episode, I share a bit about who we are and what we provide for banks and credits — plain and simple. What I talked about: Challenges and obstacles in the banking technology landscape Why CRM is about more than managing sales leads Making CRM part of your core tech stack Stay in touch with Banking on Experience by ...
Jan 12, 2021•11 min•Season 1Ep. 41
It's time to humanize business. Both customer experience and employee experience really just provide the metrics for how human your business is. If your employees don't do the right thing for the customer because they're human, you've got the wrong people. In this episode, I interview Stacy Sherman , head of employee experience and CX at Schindler Elevator Corporation and founder of Doing CX Right , about tying customer experience to employee experience. What we talked about: International Day o...
Dec 28, 2020•27 min•Season 1Ep. 40
Financial health is about your money. Financial well-being, however, is about your emotional relationship with money. People are emotional beings. Sometimes our financial well-being matters more than our financial health. In this episode, I interview Jennifer Robison , Senior Editor at Gallup, and Anson Vuong , Managing Partner at Gallup, about focusing on financial well-being. What we talked about: The emotional economy 3 things that people want to feel after a banking transaction Positioning y...
Dec 20, 2020•30 min•Season 1Ep. 39
Financial Education. Most of us could all use a whole lot more of it. But, in today’s world of online information overload (and limited in-person contact), what’s the best way for financial institutions to help offer that education to customers and members? Enter our esteemed guests this week on CRMNEXT ’s Banking on Experience. Wendy Bryant-Beswick and Anna Baskin of Service Credit Union in Portsmouth, New Hampshire join us to offer a brief education on…well…education. What’s covered? A controv...
Dec 06, 2020•22 min•Season 1Ep. 38
When the evil corona-villain emerged, Bank and CU Superheroes rallied and rose to the challenge. Nearly 50 such heroes were nominated for CRMNEXT’s Right On The Money 2020 Contest, and we were blown away by the good that’s being done by financial institutions all over America! This week’s episode of Banking on Experience celebrates our first place, grand prize winner- State Employees Federal Credit Union of New Mexico. We’re honored to welcome their CEO, Harold Dixon, to shed some light on the h...
Nov 29, 2020•20 min•Season 1Ep. 37
