I am writing to you from aboard the Enchanted Princess as we wrap up the final conference sessions of our Caribbean Islands Credit Union Educational Cruise today. It has been an incredible 10 days of deep strategic work, beautiful islands, and fantastic conversations with credit union leaders.
This week, our featured insights connect the dots between high-level boardroom oversight and the daily member journey. Because ultimately, a brilliant strategic vision is useless if your board is stuck in the weeds and your members are frustrated by friction.
Featured Post
Day 2 Recap: From Boardroom Vision to Frontline Delight
Welcome back to the Enchanted Princess. For Day 2 of our educational sessions, our theme shifted from high-level strategy to the mechanics of execution: "Governance, Systems, & The Member Experience."
A brilliant strategic vision is useless if your board is stuck in the weeds and your members are frustrated by your app. Today, Jennifer and I connected the dots between boardroom oversight and the daily member journey.
We explored how to turn static strategy into a "Living System" using OKRs, and how to use hospitality principles to design frictionless, delightful member journeys.
Deep Dive: The Member Experience
As a companion piece to our Day 2 session, we published a deep dive on why community is the ultimate competitive advantage.
The ROI of Belonging: What Hospitality Teaches Credit Unions About Community Interest rates are a commodity—everyone has them. However, the feeling of being truly known by an institution is proprietary. In this post, we explore how credit unions can borrow from the luxury hospitality industry to turn branches into community hubs and drive ultimate member loyalty.
From the Archives
If we're talking about strategy and execution, and "on a boat," it's worth revisiting one of our core concepts: leadership team risk profiles.
Tom Glatt
Best,
Tom
