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  • Commentary: Never Too Late To Learn, Mr. President

    first_imgBy John KrullTheStatehouseFile.com INDIANAPOLIS – There’s a word Donald Trump needs to learn.Consequence.At present, there’s little evidence that the president of the United States understands that actions – his actions – have results.Nor does he seem to grasp that human beings of mature and moral sensibility must take responsibility for those results – for the consequences of the things they have done.In just a few days, Trump has thrown the world into a state of turmoil.His hurried and thoughtless decision to relocate the U.S. embassy in Israel to Jerusalem has led to bloodshed. Israeli troops have fired, again and again, on Palestinian protestors, leaving bodies stacked in the streets and the sand in somber tribute to the U.S. president’s determination to make a “statement.”Trump implied his predecessors in the White House, both Republican and Democrat, hadn’t moved the embassy because they lacked his courage.Another possible – and more likely – explanation is that they reasoned that what amounted to a symbolic gesture wasn’t worth the loss of human life.They weren’t reckless.They thought about the consequences of their actions.Similarly, this president pulled the United States out of the deal to denuclearize Iran. His half-baked rationale for doing so was that it wasn’t a perfect deal because it didn’t completely humiliate and humble Iran.But perfect deals don’t exist in a flawed world – particularly between self-governing republics and tyrannical theocracies.That’s why more realistic and responsible leaders around the globe worked on structuring an arrangement with Iran that focused on drawing that tortured country back into the family of nations. The hope was that, over time, the deal not only would result in Iran disarming, but that increased intercourse between other nations and that country would work to weaken the Iranian autocracy.The European democracies still want to see that happen, which is why they’re not abandoning the Iranian deal – but they are abandoning any notion that the United States, under this president, will exert any constructive leadership in the world.Thus, in pulling out of the deal, President Trump not only has increased tensions in an already testy part of the world, but he’s also damaged our relationships with longstanding allies.In addition to standing with us during times of trouble, many of those allies also are important trading partners.We’ve now given them a reason to doubt whether we Americans keep our word.Another consequence of a heedless act.Nor was it the only one.For weeks, President Trump has been touting his upcoming “summit” meeting with North Korean leader Kim Jong-un. He saw it as a vindication of his “ready-fire-aim” approach to diplomacy.The North Korean government, though, watched how the Trump administration handled its relationship with Iran and our European allies.Now, Kim apparently doubts that the United States will honor any commitment it makes. And he understands that the only “deal” Trump will want is one that involves an abject surrender from North Korea.For that reason, he doesn’t see much point in talking with Trump about denuclearizing or diminishing tensions in any other way on the Korean peninsula and elsewhere.All these events were predictable and are connected. They’re driven by a U.S. president who thinks looking before he leaps is a sign of weakness.A president who never thinks about consequences.Not long ago, Donald Trump’s amen corner – which included the three Republican candidates for Indiana’s U.S. Senate seat – wanted to nominate him for the Nobel Peace Prize.If they really wanted to do something to help the cause, Trump’s supporters could get the president something much more useful.A lesson, a dictionary or thesaurus – anything that might school him to the fact that what he does matters.That his actions have consequences.It’s a lesson we can hope he’ll learn before any more people are killed.FOOTNOTE: John Krull is director of Franklin College’s Pulliam School of Journalism, host of “No Limits” WFYI 90.1 Indianapolis and publisher of TheStatehouseFile.com, a news website powered by Franklin College journalism students.  This article was posted by the CCO without opinion, bias or editing.FacebookTwitterCopy LinkEmailSharelast_img read more

  • Member experience matters

    first_imgClient experience (CX) matters.  It is a predictor of business growth.  In the financial services industry, healthy member relationships give businesses staying power and renewed marketability. Happy members directly impact the bottom line and here are the numbers to prove it:CX is not only about operational efficiency, emerging technology, user experience design or Net Promotor Scores; rather it is about turning the lens back onto the organization and determining what it feels like to do business with the institution.  At its core, CX it is about putting ourselves in the shoes of a member.  It is about gathering and analyzing data around what the member is saying.  We do this to determine what they truly value, eliminating our biased internal hypothesis or assumptions. It is those biases – often overlooked –  that are sometimes baked into the most fundamental assumptions we make as we start out on a CX journey.In a highly commoditized industry, value does not only reside in the products and services a financial institution offers, but also in the way it delivers those to the consumer too.  The effectiveness of the delivery is what defines client experience.  CX is the cumulative effect and impression left on the member over time.  Each time a member interacts with a CU, their experience may affect the outcome of that relationship.  I use the word “may” to describe the effect on the outcome because not all touch points have the same weight or level of importance; they don’t leave the same imprint on the member. The experience related to remote check deposit most likely is not as important or significant in the overall relationship as applying and being approved for a loan.  Ultimately when you think about the multitude of touch points with a member, whether it is a call, mobile app, website, or a branch, there are a select few that are known as “Moments of Truth”.  These are points in the process that if not conducted to a member’s level of expectation, can lead to deep disappointment.  These moments of truth can make the difference between someone continuing with an online process vs. abandoning it, using the CU as their lender or going to a competitor, referring your institution to a friend or not.Many credit unions are pouring resources into transforming the customer experience.  The results are mixed; this is understandable given the complexity of the journey.   The good news is that regardless of the institution’s size or goals the elements that help define the CX transformation strategy are as outlined in Figure 2.In order to devise an effective CX transformation strategy the above six elements need to be analyzed and understood.  The insight gained from each element will need to be combined in order to determine major CX gaps, particularly in relation to your competitors and voice of members.Workflow Analysis – Get intimate with your processes – the devil will be in the details. On a macro level, all the processes in your CU can be grouped under 4 “journeys”: On-Boarding, Transacting, Administrating & Resolving.  Each category of journey is comprised of processes: for example, “Onboarding” has distinct and separate workflow (process) for new accounts vs. loans vs. credit card.  Under the journey of “Transacting” wire transfers, ACH, check deposit…all have distinct processes.  The first step for workflow analysis is to determine the processes that have the highest impact on client experience.  Based on our work with CUs a best practice is to develop an inventory list of all processes for each journey and prioritizing them based on volume, CX impact, and complexity.  Once a process has been selected it will have to be documented in detail and critical operational data gathered in order to gauge its effectiveness level both from a member’s perspective as well as operational performance.Journey Mapping – While workflow analysis is focused on understanding process performance from an operational perspective, journey mapping is about looking at the process and resulting experience from a member’s perspective. Journey maps are to highlight distinct points in the process that leave deep impressions on the client – either delight or disappoint.Operational Data – Data provides context and helps with prioritization. Typical data that should be collected for process analysis includes: volume of transaction/request, cycle time (request initiation to completion), rework/reject rate, conversion % (submitted loans/closed loans), number of member contacts…Voice of Customer – Talk to them…they will tell you what they value. With all the data collection, analysis and mapping it is sometimes easy to forget about what the customer actually wants.  The only way to really know what they want is by speaking with them.  I am not talking about doing surveys, but actually calling them. Ensure that you have a good representation of the members you will interview: young, old, new relationship, long tenured, high net worth, early in career…Benchmarking – Go beyond banking for understanding what is shaping customer expectations. Companies like Google and Amazon are driving people’s behavior, so it may be more insightful to understand how other industries are using technology, data and culture to elevate client experience.Call Center Efficacy – Sometimes call centers are the closest you can get to understanding client’s level of satisfaction. Collecting and analyzing call center data can help determine why customers are calling in…have we not enabled them to self-serve? Escalations and disappointments – consider these gold.  Most people will not tell you if they are unhappy, so if they take the time to call you, know that there is a problem impacting other members too.In the end how will you measure the effectiveness of your CX transformation?  Based on our in-person surveys of bank and credit union customers they are looking for three things: Simplicity, Transparency & Empowerment.Simplicity – Make the process easy and intuitive. Let me begin with ease and finish the process with successTransparency – Talk to me, let me know where I am in the process. Don’t let days go by without letting me know how my request is being handled.Empowerment – Give me the options to do business with you in the ways I want to – branch, mobile, web.If your credit union collects and analyzes the data we discussed and structures the transformation to deliver to the expectations discussed above then you are on the right path.  This is a long journey, with heavy reliance on c-suite support.  Your culture will change, for the better.  Your processes will become more streamlined, scalable and efficient.  In the end you will be in better place both for your members and your employees. 2SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Sheila Shaffie Sheila is the co-founder of ProcessArc, a consulting and training company focused on client experience and transformation.  Her company is a trusted partner of financial institutions globally including: CUNA Mutual … Web: https://www.processarc.com Detailslast_img read more

  • ‘If you fight, you right’: Syracuse’s never-give-up mentality leads to 39-30 season finale win over Wake Forest

    first_img Facebook Twitter Google+ Published on November 30, 2019 at 7:29 pm Contact Eric: [email protected] | @esblack34 As Trill Williams ripped the ball out of the arms of a Wake Forest receiver and began to sprint 94 yards for the game-clinching touchdown, all Kendall Coleman could think of was a conversation the two had months ago. The season was about to start, and the senior defensive lineman wanted to make sure his playmakers in the defensive backfield were doing everything right to get prepared for the year. Coleman pulled Williams aside, confirming with the sophomore that he was prepared to take the next step forward in his development. Williams told Coleman, “Don’t worry. We won’t let you go out the wrong way.”So as Williams plucked the ball from Kendall Hinton, moved it to his right arm, and outran everyone on the field to unleash a one final football celebration inside the Carrier Dome this season, Coleman smiled. Syracuse’s (5-7, 2-6 Atlantic Coast) season didn’t go the way Coleman and the Orange wanted it to. But as his teammate and mentee took off down the left sideline in front of him, Coleman realized that what Williams told him months ago was true. And on senior day, that’s all that mattered. Williams’ forced fumble and touchdown finally put an end to an up-and-down game that somehow perfectly symbolized the highs and lows Syracuse endured this season. The Orange’s 39-30 overtime win over Wake Forest (8-4, 4-4 ACC) means nothing going forward, especially for an SU team that had bowl aspirations heading into this season. But for the Syracuse players and the 22 seniors on the team, Saturday’s win meant everything. AdvertisementThis is placeholder text“To have a situation where we could send those young men out as winners,” SU head coach Dino Babers said, “the rest of the team rallied to play for something when a lot of people thought they had nothing to play for.”Saturday’s win confirmed that the Orange didn’t stop fighting. They had proved that all season and continued to do so during their season finale. A first half in which Syracuse jumped ahead 17-6 and looked firmly in control gave fans hope, just as the first win of the season did, a shutout victory over Liberty. But negatives soon followed. Wake Forest scored touchdowns on each of its first two drives in the second half. Syracuse, meanwhile, dropped its second and third games of the season in embarrassing fashion. It was certainly a setback, but not a significant enough one to stop the Orange completely. They fought back, jumping ahead of Wake Forest, 27-20, on the back of Moe Neal, a senior playing his final collegiate game. They bounced back against Western Michigan and Holy Cross early in the season, pushing their record above .500. Prospects looked promising, just as they had at the start. But again, they soured. The Demon Deacons drove down the field and tied the game up at 27, then again at 30 in the final seconds, to send the game into overtime. After its pair of wins, Syracuse lost five out of its next six games, all to ACC opponents, many projected to finish much lower when the season began.The season culminated in Saturday’s overtime period. It began with an SU three-and-out and an Andre Szmyt field goal that pushed it ahead 33-30. It took the Demon Deacons just three plays to advance the ball to the Syracuse 10-yard line. Then Sam Hartman threw the ball to Kendall Hinton, and Hinton was met by Williams. “I couldn’t even believe what was happening,” SU wide receiver Trishton Jackson said. “Trill is my roommate, we talked about this a lot of times. He has a knack for the ball.”Williams sized up Hinton, briefly allowing the wide receiver to get by him before latching onto Hinton’s left arm and the ball. In one fluid motion, Williams ripped the ball out and turned upfield, toward the Wake Forest endzone that was nearly an entire field length away. Williams didn’t need to score. If he had just dropped to the ground, Syracuse would’ve still won. But he didn’t hesitate. As Williams got to full speed and everyone in the stadium realized what was happening, the shell-shocked crowd rose to its feet. His teammates on the sideline began bouncing up and down, shuffling in the same direction as the blue-and-orange blur in front of them. “I take you back to high school, same exact play, I just didn’t score,” Williams said. “But this time I did. I always try to be around the ball, try to make a play, I didn’t have to score, but I scored for the seniors going out, had to give them something.”After the season Syracuse had been through, after the four-hour-long game that had just occurred, three points weren’t enough. This game, this season, this team had to go out on that moment.Once Williams turned around in the middle of the endzone, he’d been joined by the rest of his team and coaches. None of them cared much that the win was just their fifth of the season, half as many as last year. They didn’t care that there was no bowl game in their future. And they sure didn’t care that their season had fallen well short of even the most modest expectations. “You don’t play this game for no reason,” Coleman said. “There’s no game that has no reason. Everybody on this team is a competitor, so every time we step on this field it means something.”After a lost season, most people probably can’t quite identify what that “something” was for Syracuse on Saturday versus Wake Forest. Some never will. That doesn’t matter to the Orange. “It’s hard, but we fought every game,” SU quarterback Clayton Welch said. “I don’t think we gave up in any game. If you fight, you right.” Commentslast_img read more