Tag: Leadership Development
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The Power of Showing Up: Consistent Leadership in Retail Banking
Consistency is recognized as a vital element of effective leadership in retail banking and branch transformation. Greatness is understood to result from small, steady choices repeated over time rather than one big action. In the context of branch expansion and leadership development, the power of showing up with steady effort builds trust, confidence, and momentum…
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Indifference Drives Away Clients (and what to do about it)
If it feels like it’s getting tougher to keep customers loyal, that’s because it is. Research in 2025 reveals that “67% of cusotmers will leave a bank or credit union because of an attitude of indifference from an employee.” This isn’t about poor service. It is about customers not feeling see or valued, and it’s…
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Attracting the Next Generation of Banking Customers
The financial services landscape is evolving rapidly, and so are customer expectations. Millennials, Gen Z, and even Gen Alpha are reshaping how banks and credit unions must think about their role in the marketplace. These younger generations are digital natives who approach financial decisions much like retail purchases; they want speed, convenience, and personalization. And…
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Flexibility Fuels Branch Transformation
Many new employees ask what hours they are expected to work. The answer is simple. Work when your body and brain are at their best and get your job done. This policy not only builds trust but has never failed. When treated like adults, teams show up as adults. As Standard Chartered CEO, Bill Winters,…
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Eight Reminders for High-Performance Teams in Retail Banking
Leadership in the banking and credit union world is never easy. The stakes are high, the regulatory environment shifts, and customer/member expectations are rising. Over time, many leadership teams struggle not because they lack talent or good intent, but because the leader overlooks fundamental truths about building and sustaining culture, accountability, and trust. Below are…
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Succession Planning: Navigating Identity
It is said that succession planning can be one of the most stressful and laborious processes a bank or credit union faces. In today’s society, discussions about identity politics seem inescapable. Everywhere you turn, people are declaring their affiliations: “I’m this, and you’re that,” or “I’m a Democrat; you’re a Republican,” or even, “I’m an…
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Boosting Employee Engagement
Employee retention is more than just a sentiment. It is a critical factor that can determine the success of any organization. High turnover rates can be incredibly costly, disrupt team dynamics, and hinder overall productivity and goal attainment. To address these challenges effectively, winning companies focus on boosting employee engagement. This one move plays a…
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Leaders Need to Recharge
Leadership is both rewarding and exhausting at times. Supervising a team of individuals, delivering stellar service to customers and members, planning for the future, and keeping yourself in touch with the trends and developments impacting your business can be challenging. Even the greatest leaders need to take time for themselves periodically. Leaders need to recharge…