Posts by Rich Jones

Do your Data “Bytes” Have a Bad Aftertaste?

We all know how important data is to our credit union. Let’s face it; we are report addicted. We love our reports. We like to compare day to day, month to month, year to year, and peer to peer. Let’s get real, we run two reports side by side and, oh the horrors; the numbers…

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Emotional Intelligence

EQ – A Journey to Personal and Professional Success “The capacity to be aware of, control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically.” Emotional Intelligence (EQ) refers to the ability to identify and manage one’s own emotions, as well as the emotions of others. Having Emotional Intelligence requires us to understand how emotions…

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5 Steps to Making your Culture Real

We’ve all heard the nightmare stories of businesses being exposed for major failures in their cultural attributes. Maybe the failure is with their values. Significant companies have faced huge fines, and executives have gone to jail for not living up to their published values. These companies include Wells Fargo, Volkswagen, General Motors, Purdue Pharmaceuticals, and…

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Moving From Incremental to Transformational Growth

Too often I see organizations that keep getting in their way. They celebrate mediocre performance, average results, and incremental growth. Occasionally I find an organization that is satisfied in just cruising slowly into obsolescence, not willing to admit what is happening to the company. Today’s competitive, fast paced business climate does not tolerate medeocracy for…

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Grow Deposits and Liquidity, Three Strategies

“The times, they are a changin’.” This famous refrain from Bob Dylan’s song (https://www.youtube.com/watch?v=e7qQ6_RV4VQ) is as real today as it was in the early 60s, especially when we look at deposit needs for financial institutions. In 2008, FIs had to shrink deposits as a tactic to keep their expense ratio in line with the regulators.…

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Seeking Call Center Excellence?

Call centers are driven by data and key performance measures. Setting those KPMs is both the challenge and the opportunity. One measure I frequently find for call centers is abandon rates. The averages I typically see are 5-8%. But, be careful of measuring yourself against peers on this measure because if you are just a…

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Words Matter in Leadership

“Words Matter,” I did not create this phrase.  The first time I heard it was from a great CEO I worked for, Gerry Agnes, at Elevations Credit Union. He used this short statement often.  However, these two words take on a lot of nuanced meanings. When used in grammar and spelling, words say a lot…

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