Culture & Leadership Archive


How To Wreck Your Bank Or Credit Union In 3 Easy Steps

Executive managers running retail financial institutions need to avoid these leadership mistakes that could bring their entire organization crashing to the ground.



How To Keep Customers From Jumping Ship After A Merger

Here’s what you need to know to build an effective communications strategy that keeps customers from defecting during a merger.



Credit Union Charity Fundraiser Results In Pies To The Face

After employees of Oregon Community raised $45,000 for the United Way, a few of them got to throw pies in the faces of senior execs.



Barclays Goes All-In With 8,500 iPads For Frontline Branch Staff

One of the world's largest banks is giving 8,500 of its employees an early Christmas present: iPads. Why? And what are the iPads for?



Can Advertising Save BofA’s Battered Brand?

If BofA doesn’t get its act together fast, the bank’s next ad agency is going to have the hardest job on earth. What should BofA do instead?



Financial Firm Green Lights Social Media For All 1,000 Employees

An investment firm has given its entire staff -- all 1,000 of them -- the thumbs-up for social media sites including Facebook, Twitter and LinkedIn. Could you be this brave?



Credit Union Gives Members Rare Peek Behind the Scenes

Nine members of TruStone Financial got an unusual all-day tour of the credit union's inner workings, including a Q&A luncheon with the Chairman and CEO.



Coast Capital Shows Staff How to Serve With Stylish Guerilla Stunts

Walking the service talk with an internal guerilla branding campaign that treats employees like customers.



How Much Do Credit Union Marketers Make? And Are They Happy?

Credit union marketers are less happy, working longer hours and earning less -- especially women, who outnumber men 3-to-1 in the industry.



6 Tips for Building a Brand Culture and Improving Internal Communications

It takes work to improve internal communication and cultivate a strong culture, but there is a big payoff for those who get it right.



Staff Get Culture Books & Music CDs at Brand Kickoff Pep Rally

ABNB wanted to make sure employees understood its new brand first before unveiling it to the rest of the world. Smart.



Help Wanted Ad Offers Rare Glimpse Into Strategic Marketing Gameplan

You can clearly tell what the strategic priorities are for Servus Credit Union's C-suite simply by reading a new, vividly detailed job description.



Bank’s Social Media Policy Says Snitch & Spy on Your Friends or You’re Fired

Read the document for yourself and see if you think it sounds reasonable.


Angry Customers Are Gifts

Turn unsatisfied customers into happy brand evangelists using a service recovery strategy.



Steal This Idea: The Ultimate In-Branch Conversation Starter

Here is an excellent way to spark conversations in your branches that is both simple and effective.


Wanted: Vice President of Unbanking

Connex Credit Union in Connecticut, whose slogan is “Unbank With Us,” is hosting a contest for a paid internship with a grand title, “Vice President of Unbanking.” Amy Stanton, AVP/Marketing at Connex,…


Big Banks Roll Out 14 Promises in ‘Customer Charter’

“This won't happen overnight, but we will be open about our progress.” — Brian Hartzer, CEO RBS and NatWest In an effort to repair a brand image tarnished by bailouts, the Royal…


What Would You Find If You Went ‘Undercover?’

If you aren’t watching CBS’s new show Undercover Boss Sunday evenings, you should be. It’s an eye-opener about the kind of cultural disconnects that can develop between an organization's senior leadership at…


Aussie Banker Caught on TV Ogling Semi-Nude Pics

It started like any other typical Tuesday afternoon interview, as Macquarie Private Wealth expert Martin Lakos discussed the Australian central bank's latest interest rate decision with the Seven Network. But unknown to…


Your Brand Isn’t What You Say It Is

Your brand isn't what you say it is. It's what they say it is. -- Marty Neumeier, 'The Brand Gap' You can have a carefully calculated brand strategy, ripe with insights and…