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Do your Data “Bytes” Have a Bad Aftertaste?

By Rich Jones | July 25, 2019

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…

Know a Micro-Manager? Read This

By Rich Jones | July 23, 2019

We’ve all experienced a boss who micro-manages our work and know this behavior is frustrating and demotivating. Here’s what to do about it.

Emotional Intelligence

By Rich Jones | July 9, 2019

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…

5 Steps to Making your Culture Real

By Rich Jones | May 28, 2019

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…

Moving From Incremental to Transformational Growth

By Rich Jones | May 9, 2019

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…

Grow Deposits and Liquidity, Three Strategies

By Rich Jones | May 3, 2019

“The times, they are a changin’.” This famous refrain from Bob Dylan’s song ( 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.…

Preparing your Credit Union for Disruption video

By Rich Jones | April 26, 2019

Seeking Call Center Excellence?

By Rich Jones | February 12, 2019

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…

Words Matter in Leadership

By Rich Jones | January 16, 2019

“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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