Member Experience and Service Excellence, Part 3
There is no one-size-fits-all approach to improving member experience. This report shares conversations with credit union leaders on their efforts...
Biography
Dennis is an internationally recognized expert on the design of organizations and management systems for more effective strategy execution. His research, teaching, and case writing focus on designing and integrating organizational structures, performance measurement, and incentive systems to foster empowerment, mitigate risk, and enable organizational learning and long-term value creation. He has studied these issues extensively in the US services sector including the financial services industry in the context of both credit unions and large national banking institutions. In this context, his work has more generally focused on how leaders can design organizations and management systems to compete and win based on differentiated customer experiences.
Dennis is currently a Professor of Business Administration at Harvard Business School, the same institution from which he received his doctorate. Prior to beginning his doctoral studies, he worked at the Board of Governors of the Federal Reserve in Washington, D.C. on research and policy related to the structure, conduct, and performance of US banking institutions and markets.
For interview and other media requests, contact Holly Fearing at 608.661.3758 or [email protected].
The Latest from Dennis
Member Experience and Service Excellence, Part 2: Do Strategies Focused on Member Experience Impact Credit Union Performance?
Credit unions have at their disposal many strategies to improve their members’ experience, but few devote resources to enhancing member...
Member Experience and Service Excellence, Part 1: Member Compatibility and Operational Transparency
In this age of self-service, how can your member experience keep up—let alone outshine the competition? We explore two strategies...
The Practitioners of Open-Book Management
The final in a trio of reports, The Practitioners of Open-Book Management delivers insights gathered from a series of focus...