International Symposium on Measuring Credit Union Performance
View presentations from the International Symposium on Measuring Credit Union Performance, held at the University of Toronto’s Rotman School of Management.
The symposium examined the future of credit unions. With the rapidly changing regulatory, payments and capital environment, what does it look like? Given this environment, what types of tools can credit unions use to assess their financial performance, human resource management or brand development relative to peers inside and outside the sector?
Check out our speakers' presentation slides for answers. Featured presenters are:
Nick Bontis, director of the Institute for Intellectual Capital Research Inc. and a professor at McMaster University in Hamilton, Ontario. Dr. Bontis shares some early results from his Canadian Central-Filene study that measures and compares how Canadian and U.S. credit unions manage their human resource practices especially with respect to passing along the knowledge of senior employees to newer staff.
Mike Higgins, Jr., a partner in the firm of Mike Higgins & Associates (MHA) and former consultant at Deloitte. Mike specializes in helping financial services firms manage their performance. He shares his approach to benchmarking credit union financial performance as outlined in a recent CUCC/Canadian Central publication on the topic. Assess your credit union's five-year sustainability with Mike's interactive, multi-variable calculator.
Dennis Campbell, associate professor of business administration at Harvard Business School. Consumers are demanding excellent product and service delivery in an ever-increasing number of channels. Professor Campbell explores how to measure the most important attributes of the member experience within each channel and carefully link investments to driving attributes that drive member value. In other words, how to prioritize channel investments in a multi-channel world.
Mark Degotardi, head of public affairs for Abacus, the trade association for Australia’s credit union system. Mark has been part of the public affairs team at Abacus since 2003. He provides an overview of the Australian credit union system's evolution over the last twenty years, what it has done to get the attention of government, and what the system is doing to face new challenges related to regulatory burden and capital requirements.
Lerzan Aksoy, associate professor of marketing at Fordham University. Professor Aksoy talks about her work, recently featured in the Harvard Business Review, into the shortcomings of traditional loyalty measures such as net promoter score and member satisfaction ratings. Her session outlines her alternative Wallet Allocation Rule and, using credit union case studies from her Filene report, illustrate how leaders can differentiate between factors that merely drive satisfaction and those that drive greater share of wallet.
Hope Jensen Schau, holder of the Gary M. Munsinger Chair in Entrepreneurship and Innovation at the Eller College of Management, University of Arizona. An award-winning instructor, she teaches marketing management, managing marketing communications, and social media marketing strategy in the Eller MBA programs. Dr. Schau discusses results from her Filene study on how credit unions can measure their brand strength - and the overall strength of the credit union brand - by drawing on Internet and social media discussions, instead of traditional public opinion polling.
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