The NAFCU Journal January - February 2018 - 11

WASHINGTON AND INDUSTRY BRIEFS

Create a High-Performance Culture

W

hat does "high-performance" service feel like
for credit union members? In an interview
with CUbroadcast, Tansley Stearns,
chief impact officer for the Filene
Research Institute, offered an illustration from her own life. Because she
travels so much for business, Stearns
wanted to order a dry-erase map for her
young daughter so her daughter could
track her travels, stay connected with
her while she was away, and even learn
a bit about geography.

It's not the credit union down the street.
The solutions are not always expensive
technology. It's [tracking the] experience
that the member has with you ... and
then making those changes that will continue to evolve the experience."

"So as I stand in the airport, I get out my
smartphone," Stearns recalls. "With Amazon 1-Click, I've ordered the map before
I've gotten on the plane. ... The map
made it home that week before I did!

NAFCU members can learn more from
Stearns, also a professor at Harvard
Business School, through the NAFCU
webcast "Designing a Credit Union Culture That Excels at High Performance,"
which aired Sept. 29 and is available on
demand for a year. Drawing on realworld examples and industry research,
Stearns helps viewers define four key
components of culture, better understand how they intersect and discover
new ways to integrate them into their
current credit union environment.

"That's what credit unions are being compared to. It's not the bank down the street.

To learn more, visit
www.nafcu.org/high17webcast.

Tansley Stearns, chief impact officer
for the Filene Research Institute,
discussed "high-performance" service
during a NAFCU webcast last fall.

S

ervice First Federal Credit
Union in Sioux Falls, S.D.,
in just a few short months
garnered $1,000 in contributions to NAFCU/PAC from its board of
directors, supervisory committee and
employees. Contributions to NAFCU/
PAC are used to support members of

Congress and candidates who support
legislation and other actions favorable
to credit unions. For more information,
visit www.nafcu.org/pac.
Service First, chartered in 1934, has
approximately 17,000 members and is
community-chartered.

THE NAFCU JOURNAL  JANUARY-FEBRUARY 2018

Photo courtesy of Service
First Federal Credit Union

Supporting Credit
Union Friends in Congress
From left: Board Chair Morris Buchholz;
Vice President of Human Resources
Autumn DeYoung; Loan Officer Jana
Schmiesing; NAFCU President and CEO
Dan Berger; Vice President of Lending
Crystal Wilson; and Vice President of
Operations Mark Sundvold.
11


http://www.nafcu.org/high17webcast http://www.nafcu.org/pac

Table of Contents for the Digital Edition of The NAFCU Journal January - February 2018

Conferences
From the Chair
Advocacy Snapshot
Washington and Industry Briefs
Growth Strategies
Stepping Into the Future
A Clear Path Forward
Economic Outlook: It’s Complicated
NAFCU 2018 Vendor Directory
Executive Spotlight
Management Insight
Compliance Central
Inside NAFCU Services
From the President’s Desk
The NAFCU Journal January - February 2018 - Cover1
The NAFCU Journal January - February 2018 - Cover2
The NAFCU Journal January - February 2018 - 1
The NAFCU Journal January - February 2018 - 2
The NAFCU Journal January - February 2018 - Conferences
The NAFCU Journal January - February 2018 - From the Chair
The NAFCU Journal January - February 2018 - 5
The NAFCU Journal January - February 2018 - Advocacy Snapshot
The NAFCU Journal January - February 2018 - 7
The NAFCU Journal January - February 2018 - Washington and Industry Briefs
The NAFCU Journal January - February 2018 - 9
The NAFCU Journal January - February 2018 - 10
The NAFCU Journal January - February 2018 - 11
The NAFCU Journal January - February 2018 - 12
The NAFCU Journal January - February 2018 - 13
The NAFCU Journal January - February 2018 - 14
The NAFCU Journal January - February 2018 - 15
The NAFCU Journal January - February 2018 - Growth Strategies
The NAFCU Journal January - February 2018 - 17
The NAFCU Journal January - February 2018 - Stepping Into the Future
The NAFCU Journal January - February 2018 - 19
The NAFCU Journal January - February 2018 - 20
The NAFCU Journal January - February 2018 - 21
The NAFCU Journal January - February 2018 - A Clear Path Forward
The NAFCU Journal January - February 2018 - 23
The NAFCU Journal January - February 2018 - 24
The NAFCU Journal January - February 2018 - 25
The NAFCU Journal January - February 2018 - Economic Outlook: It’s Complicated
The NAFCU Journal January - February 2018 - 27
The NAFCU Journal January - February 2018 - 28
The NAFCU Journal January - February 2018 - 29
The NAFCU Journal January - February 2018 - 30
The NAFCU Journal January - February 2018 - 31
The NAFCU Journal January - February 2018 - 32
The NAFCU Journal January - February 2018 - 33
The NAFCU Journal January - February 2018 - 34
The NAFCU Journal January - February 2018 - NAFCU 2018 Vendor Directory
The NAFCU Journal January - February 2018 - 36
The NAFCU Journal January - February 2018 - 37
The NAFCU Journal January - February 2018 - 38
The NAFCU Journal January - February 2018 - 39
The NAFCU Journal January - February 2018 - 40
The NAFCU Journal January - February 2018 - 41
The NAFCU Journal January - February 2018 - 42
The NAFCU Journal January - February 2018 - 43
The NAFCU Journal January - February 2018 - 44
The NAFCU Journal January - February 2018 - 45
The NAFCU Journal January - February 2018 - 46
The NAFCU Journal January - February 2018 - 47
The NAFCU Journal January - February 2018 - 48
The NAFCU Journal January - February 2018 - 49
The NAFCU Journal January - February 2018 - 50
The NAFCU Journal January - February 2018 - 51
The NAFCU Journal January - February 2018 - Executive Spotlight
The NAFCU Journal January - February 2018 - 53
The NAFCU Journal January - February 2018 - Management Insight
The NAFCU Journal January - February 2018 - 55
The NAFCU Journal January - February 2018 - Compliance Central
The NAFCU Journal January - February 2018 - 57
The NAFCU Journal January - February 2018 - Inside NAFCU Services
The NAFCU Journal January - February 2018 - 59
The NAFCU Journal January - February 2018 - From the President’s Desk
The NAFCU Journal January - February 2018 - Cover3
The NAFCU Journal January - February 2018 - Cover4
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