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Leadership & Culture Archive


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…


Why Social Media Is A Fulltime Job

Many financial institutions delving into social media simply shovel the additional workload on top of the existing marketing staff’s responsibilities. Reality Check: Even if your marketing department has the experience to pull…


‘Simon’ Says… Check Out This Branded Intranet

The Financial Brand interviewed Mary Olson, VP of Marketing, Delta Community, and talked about the credit union’s creative -- and branded – employee intranet, affectionately named “Simon.” Simon is the portal for…


TD Helps

As part of a broader initiative to reach out to customers experiencing financial hardship, TD Canada Trust has created TD Helps, a subsite featuring 12 employee videos. The project was inspired by…


BofA’s Bad Eggs: Dumb & Dumber

BofA has taken a lot of heat in the press lately. As if all the problems surrounding TARP, their merger with Merrill Lynch and executive compensation aren’t enough to deal with, the…


Video: Crossing the Line With Cross-Selling

This parody video is pretty funny, so it must be hitting close to home. If you can't watch YouTube videos at work, you can (1) read the script below, and/or (2) get…


Fired…Hired…Then Retired: The $4 Million CEO Debacle

$4 million severance one day... $474,000 salary the next Steve Blakely joined Servus Credit Union back in March 2007, a little more than a year before the 3-way marriage between Servus, Community…