George's Presentation Topics
Credit Union Differentiation
The credit union difference is well-known to people within the credit union system, but this only represents a small share of the financial services market. Credit unions relatively stable market share leads us to ask the following: Why do your members do business with your credit union? Why don't non-members do busienss with your credit union? This session will discuss current research and innovation efforts to encourage and promote differentiation strategies for your credit union. Specific topics to be covered include product innovation, young adult outreach and corporate social responsibility (CSR) initiatives.
Customer Experience
Why do consumers consistently give credit unions their highest satisfaction scores and yet take their business elsewhere? And, just as importantly, what can credit unions do about it? This session will rely on a recent joint research project conducted by Filene and global consultancy McKinsey & Co. Specific areas of focus in the presentation will include: are credit unions over-investing in customer experience initiatives, what 'moments of truth matter' to consumers and how can credit unions leverage high satisfaction levels with more business.
Filene Research Briefs
Each year the Filene Research Institute publishes approximately 20 research studies on topics ranging from governance and small credit union issues to consumer behavior and public policy issues. A briefing on any of these research topics can be delivered to your group. Please browse our published research or forthcoming research to determine which topic is right for you.
To schedule presentations by George Hofheimer, please contact him directly.
