Amarillo Area Chapter Meeting
Tuesday, September 12, 2017 6:30 PM

Location: The Plaza, 2101 S. Soncy, Amarillo

TOPIC: Stop Trying to Delight Your Members (for managers and supervisors)
Most credit unions implore their teams to exceed their members’ expectations, to “delight” them with “exceptional service.” A definitive study of consumer behavior has demonstrated that delighting your members does not lead to loyalty – reducing effort does. By focusing on the wrong things, credit unions tend to waste effort with initiatives and costly giveaways that only marginally increase member loyalty. Instead, we should be working on making it easier to do business with us, which has been shown to increase loyalty and improve financial results. In this session, you’ll learn the financial case for measuring and reducing member effort, including practical advice on ways to reduce effort both for your members and your employees.

Presenter: Jim Kasch, CEO of Canidae Consulting
Jim has more than twenty years business experience, most of which with credit unions. His roles range from teller to CEO. He spent more than ten years with Partners Federal Credit Union (formerly Vista FCU) which serves The Walt Disney Company, where he led marketing, business development, sales, and strategic alliances. In 2010, Jim was hired to be the Chief Executive Officer for Darden Employees Federal Credit Union (DCU), chartered to serve the more than 200,000 employees of Darden Restaurants, Inc. In six months, he and his team built a primarily virtual delivery credit union offering a full suite of products and services. Since its launch, DCU has more than tripled its asset base, grown 6 times in loan balances, quadrupled income, and grown seven times in members served. DCU’s unique business model extends to its robust relationship with its sponsor which positions the credit union as a business partner rather than only a service or benefit to employees. Nearly 90% of Darden employees are Gen X or Gen Y, making DCU’s field of membership one of the youngest and largest in the country. In 2014, Jim helped orchestrate the merger between DCU and USF Federal Credit Union in Tampa, Florida. In 2015 he established his own consultancy.

Meal: Fajita Bar

Chapter Meeting Cost: $20.00 per person

RSVP: To Kenja Purkey at TPFCU
Email: Kenja.p@tpfcu.com
or fax to 806-242-1137
By Friday, September 8th, 2017