Article Archive: Culture & Leadership

Big Banks Roll Out 14 Promises in ‘Customer Charter’

Subscribe to The Financial Brand via email for FREE!“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 Bank of Scotland and sister bank NatWest launched what the pair of financial institutions call. Read More

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 corporate headquarters and staff on the frontlines. The outline for the new reality series is simple. Each week a chief executive from a. Read More

Aussie Banker Caught on TV Ogling Semi-Nude Pics

Subscribe to The Financial Brand via email for FREE! 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 Lakos, a colleague, Macquarie broker David Kiely, can be seen over his shoulder in. Read More

Your Brand Isn’t What You Say It Is

Subscribe to The Financial Brand via email for FREE!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 good intentions. You can have a multi-million dollar marketing campaign. You can run your billboards,. Read More

Why Social Media Is A Fulltime Job

Subscribe to The Financial Brand via email for FREE!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 it off, they are probably already stretched thin and don’t have the time. It’s very. Read More

‘Simon’ Says… Check Out This Branded Intranet

Subscribe to The Financial Brand via email for FREE! 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 all employee communications — the guy who knows what’s going on inside the credit. Read More

TD Helps

Subscribe to The Financial Brand via email for FREE! 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 stories shared among employees on TD’s intranet. Most of the videos — 10 of. Read More

BofA’s Bad Eggs: Dumb & Dumber

Subscribe to The Financial Brand via email for FREE!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 bank has to respond to public outrage when one of their 300,000 employees makes a. Read More

Video: Crossing the Line With Cross-Selling

Subscribe to The Financial Brand via email for FREE!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 your financial institution to change its silly policy. Customer: I was hoping you could help. Read More

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 Savings and Common Wealth Credit Unions. The merger, which received tremendous support from members who voted overwhelming to approve it, was the largest. Read More

AIG’s Security Tips for Surviving an Angry Mob

Subscribe to The Financial Brand via email for FREE!An AIG corporate security memo, leaked to Gawker, advises employees on how not to fall victim to the populist horde calling for their heads. Click to enlarge. Here’s to hoping your financial institution never, ever has to issue a memo like. Read More

Big Bank Bonuses Are the Wrong Thing to Worry About

Subscribe to The Financial Brand via email for FREE!Right now, there is much debate about how much banking executives should or shouldn’t make. Is $1 million too much? Is $500,000 fair? What about bonuses? One of the big concerns is that Washington will end up structuring compensation packages at banks (along with shareholder dividends and. Read More

For Credit Unions, the Problems Start at Home… Or Maybe Not?

Subscribe to The Financial Brand via email for FREE!Filene released a study on employee perceptions of credit unions. The study concludes that credit union employees are confused about what “a credit union” is. Among the conclusions: Employees agree on the “credit union idea” but have a very difficult time explaining that idea to external parties.. Read More

Mission, Vision, Values… And The Missing Piece

Subscribe to The Financial Brand via email for FREE!Some financial institutions have mission statements. Some have vision statements. Some have both. Some companies have a defined list of core values, while others don’t. One thing is for sure: There is a lot of confusion about what each of these tools should do. The difference between. Read More

Credit Union Gives Fleet of Cars to Staff

Subscribe to The Financial Brand via email for FREE! United Community FCU just gave brand new 2009 Chevrolet HHRs to 17 employees. The cars, wrapped from bumper to bumper with credit union graphics, cost $380,000. To pay for the campaign, the credit union is slashing its marketing budget in half. Each employee is required to. Read More


Subscribe to The Financial Brand via email for FREE!WaMu has coined a term for its staff. “WaMulians” as they’re known, is a term that dates back to at least 2003, but was only used informally. Until recently. It appears WaMu has an employee brand book, entitled “The WaMulians,” and a brochure that is currently in. Read More

Wanted: Marketing People. Also, Donuts.

Subscribe to The Financial Brand via email for FREE!“Wanted: Marketing People. Also, donuts.” This was the headline of a recruitment ad placed by Coast Capital Savings. The rest of the ad reads: Coast Capital Savings is Canada’s second largest credit union, and we’re Canada’s number one employer of awesome people. We have absolutely no way. Read More