Simon Sinek once famously said, “People don’t buy what you do, they buy WHY you do it.” When you think about your credit union and how to increase member satisfaction, loyalty and engagement, the WHY should be your guiding principle. The what is secondary.

I conceptualize giving grace to others as an act of understanding and support and am frequently willing to do it. However, giving grace to myself feels uncomfortable. Here are three ways I will choose to give myself grace in 2024

As we lace up for the 2023 strategic planning season, here are a few lessons from running to help as you plan:

In December, I had the opportunity to attend a retirement celebration for a credit union CEO who had been an industry champion for over three decades. The greatest takeaway from his speech was that while he was very proud of the accomplishments over his career, what mattered most was the fundamental belief that as credit unions, “We are in the people business.” For him the formula was simple: Be accessible, listen and value what matters.

Since the pandemic, customer expectations have increased rapidly and tolerance levels for a poor experience have declined just as quickly. Here are three things to consider when personalizing your member experience.

Published on CUInsight

A mentor once told me that the leader in the room is not the person who speaks the loudest or who has the most senior of titles, rather the leader in the room is the person who makes everyone feel comfortable, heard and part of the process.

Bryn shares a different take on the confidence gap and how a differential view of confidence in men versus women is a possible reason the confidence gap persists.

Published on CUManagement

It’s important to recognize the pay gap is just one aspect of how women’s financial lives are different. Understanding these differences will help us be mindful in our approach to gender parity and ultimately will help all of us live healthier financial lives.

Published on CUInsight

The reality is that women experience a financial lifetime of gaps starting with the discrepancy in pay, that compounds every step of the way, resulting in less money saved for retirement and increased risk for financial hardship as women age. Let’s consider two ways to help improve the financial lives of women.

Published on CUInsight

Over the last two years, there’s been a lot written on overcoming adversity and learning to be resilient. Resilient individuals and organizations are able to bounce back because they focus on what they can control and where they can impact change. It’s the concept of cultivating a growth mindset. So how do you do that? I think the answer is actually pretty simple: Do something you suck at.

Published on CUInsght.com

With everything over the last few years, the skill most needed by us individually and our organizations is the ability to bounce back. Or as I like to think of it, learning to bounce forward. Here are three lessons learned from our Oregon coast trip:

Published on CUES Advancing Women

Have a new leadership role? In this CUES Advancing Women article Bryn joins industry leaders in sharing best practices to successfully acclimate and build confidence.

Published on CUES CU Management

Bryn shares her tips for ensuring your strategic planning remains relevant.

CUES Member Exclusive

Published on CUES CU Management

Bryn shared her thoughts on strategic planning with CUES CU Management. CUES Members Exclusive

Published on CUES CU Management

Four elements that should be at the foundation of your member experience.

Published on CUES CU Management

Plan your marketing strategy now to drive loan growth post-pandemic.

Published on CUInsight

Get ready. There is some serious, pent-up demand about to come your way! This means it’s time to get your marketing and lending houses in order. Here are four things to consider when marketing your loan products for the remainder of the year

Published in CUES CU Management Advancing Women

How individuals and organizations can turn setbacks into growth.

Published on CUInsight

The conventional 4Ps of marketing are: promotion, place, product, and price. But with everything over the last year, traditional wisdom has needed refinement. Here are the 4Ps to focus on now to be ready post-pandemic.

Published on CUES CU Management

Though our original vision for 2020 has been greatly altered, we have learned a lot about how our members behave and feel regarding their finances. What is the future of the member experience after the pandemic?

Published on CUInsight November 4

In these times of divergent attitudes, discourse and uncertainty, the credit union focus of “people helping people” is even more important. Here are three areas to concentrate on now to gain and maintain trust and build meaningful and long-lasting relationships.

Published on CUInsight August 5

As we continue to plod along through 2020 with little assurance that business-as-usual will come back any time soon, what can we do to keep serving our members and focus on the health of our credit unions? It’s times like these that make or break member relationships. How do we earn and maintain our members’ trust?

Published on CUInsight on May 8

Offering even a small bit of certainty is the best thing your credit union can do to help your members during these uncertain times. Here are three ways to reimagine your member experience with certainty as the focus.

Published on CUInsight January 31

As relationships gain in familiarity and comfort, it’s easy for gestures of appreciation and love to dwindle. Life gets more complicated, you get comfortable and there are more demands on your time. Not only does this happen with your personal relationships, but it occurs with your long-time members as well.

Published on CUES CU Management January 30

I admit, I was a huge fan of the ’90s cult classic television show “The X-Files” and its two lead agents, Dana Scully and Fox Mulder. If you are a growth-minded credit union, you should be on your own search for the truth and specifically looking for the X-factors that will deliver results. In this case, X stands for experience.

Published on CUInsight

Do your promises match the experience you deliver? Your members’ perception is your reality. Your members might initially just feel annoyed at their interaction with you, but over time, annoyance leads to the impression that it’s hard to do business with your credit union.

Published on CUNA Magazine

Journey mapping acts as a visualization of your data and informs strategies for deeper relationships.

Published on CUES CU Management

To ensure your strategy is strategic, plan with purpose. In Competitive Strategy, Michael Porter writes, “The essence of strategy is choosing what not to do.” To truly be strategic in your planning, you need to look up and out.

Published on Credit Union Times

How the fraud occurred and who was at fault are less important to maintaining your members’ trust than how you communicate with them. To earn and keep your members’ trust, your credit union must commit to a communication strategy that encourages conversations with your members long before fraud ever occurs.

Published on CU Insight

When credit unions began, we were the original financial disruptors. Members would come to us to borrow money to finance cars and homes when traditional financial institution would not lend to them. Today, we often hear that credit unions aren’t relevant to younger generations and the struggle now, is to find ways to keep from becoming a savings club where growth is stagnant.