December 18

Interested in loyalty? Make it easy

first_img 116SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Cynthia Campbell Cynthia is a Credit Union Development Educator (CUDE), she holds a BS in Business Administration and an MBA from Elmhurst College in Illinois, and a master’s degree in Adult … Web: www.balancepro.org Details We are a busy society. When you ask people how they are doing, you can be sure that you will hear, “I’m busy” early on in the course of the conversation. Managing career, school, kids, exercise, housework, charity, and community involvement takes a lot of energy. It is no surprise that we are drawn to companies that make our lives easier by saving us time. Think about the companies that make doing business with them super easy, whether that be Amazon with one click ordering and or Domino’s with their online order tracker. Smart companies are figuring out how to give people the gift of time.Companies that save me time and make it easy to do business with them gain my loyalty. I am on airplanes a lot these days visiting credit unions and I am loyal to Delta Airlines. Their website and mobile app mirror each other (no need to learn two platforms) and are easy to use. They have all of the information needed to make my life more pleasant while traveling. I can get boarding passes, receipts, book flights, track my Sky Miles, and interact with a Delta rep. When I call them from my cell phone they answer with “Hello, Ms. Campbell, how can we help you?” I have even re-booked a Delta flight via Twitter! I will not use another airline because they have earned my loyalty.So what can credit unions learn from Amazon, Domino’s, and Delta? We can learn that while member satisfaction and net promoter scores are very important and something that credit unions do well with especially compared to banks, ease of use may be even a bigger driver of loyalty. Harvard Business Review first addressed this in a 2010 article called, “Stop Trying to Delight Your Customers.” We want our members to be satisfied and we want them to tell their friends how satisfied they are, that will never change. However, the credit union should be so easy to do business with that it causes them to want to do all of their banking with us, this is what will grow our share of wallet.How can you determine how easy it to do business with your credit union?An effort audit: With your top three member experiences, where are the pain points?Journey Mapping: Work with your subject matter experts to chart out the entire member experience with your top three member experiences. Include your strategists and map your dream state. The gaps drive your strategic initiatives.Live Observational Research: Watch your members and potential members use your website and mobile application. What you think they will do and what they actually do may be very different and help you to improve your omni-channel experience.Filene Research Institute will be releasing research on the Member Effort Score in November 2015. Want to put our research into action and make your member experience easier? Contact Cynthia Campbell / [email protected] / @CynCampbelllast_img read more

October 6

Queensland homes have won big in the national architecture awards

first_imgBurleigh Street House. Architect: ME. Picture:Christopher Frederick Jones.Rathern than demolish the existing bungalow it was retained with two new pavilions added to the north and south.A living spaces connects both pavilions and can be fully opened. Burleigh Street House. Architect: ME. Picture:Christopher Frederick Jones.The judges said the design celebrated the humble 1970s beach bungalow.In the same category James Russell Architect received a National Commendation for its Dornoch Terrace House.The home sits on a ridge in Highgate Hill. The house was close to a squat when the owners bought it, with graffiti from well known local artists including Sofles and Lister.Sofles was engaged to come back to paint a new work in the house.The judges said the design had breathed new life into the home which had had a colourful history. Tent House by Sparks Architects won the People’s Choice Award. Picture: Christopher Frederick JonesQUEENSLAND projects have won big, taking out six gongs in the Australian Institute of Architects Awards.The wins mean Queensland now officially has some of Australia’s best homes.A home in Cape Tribulation and another in Little Cove at Noosa were awarded National Awards in the competitive Residential Architecture new houses category. Mitti Street House. Architect: James Russell Architect. Picture: Toby Scott.It was designed as a place for multiple families to come together, cooking and bathing on the ground under the open sky. It is made up of a series of modest pavilions or “fibro shacks’’. The judges said the property had a “spirit reminiscent of camping’’, with an insect-free central campfire and a pool emulating a tropical forest swimming hole.A home at Burleigh Heads won a National Award in the Residential Architecture — Houses (Alterations and Additions) category.Burleigh Street House was designed by ME architecture group. The artwork in Dornoch Terrace. Architect: James Russell Architect. Picture: Toby Scott.A Queensland house also proved most popular with the public with Tent House by Sparks Architects being voted winner of the People’s Choice Award.The home, designed by Sparks Architects in the Noosa Hinterland was flanked on the northern side by a lush tropical wall of 40 metre tall trees. Mitti Street House. Architect: James Russell Architect. Picture: Toby Scott.It was designed to sit above natural ground to deal with flash flooding during monsoonal rains. More from news02:37Purchasers snap up every residence in the $40 million Siarn Palm Beach North2 hours agoNew apartments released at idyllic retirement community Samford Grove Presented by The external face of the pavilions and courtyard were covered by shade cloth providing protection from sun and insects creating a screened garden. Cape Tribulation House. Architect: m3architecture. Picture: Peter BennettsThe house pavilions are in natural clearings which avoided the need to remove any mature trees from the site.The exterior is camouflaged with black plastic cladding and mirrored glass, so it does not stand out within the rainforest. The jury said the “climate-responsive holiday house’’ was barely visible and arriving was a “sigh-inducing revelation’’.The other winner, Mitti Street House by James Russell Architect, was in the rainforest bordering Noosa National Park. Cape Tribulation House. Architect: m3architecture. Picture: Peter Bennetts.Cape Tribulation house by m3architecture described as an “off-the-grid’’ house close to the beach in the Daintree Rainforest Tent House by Sparks Architects. Picture: Christopher Frederick JonesDescribed as an “dynamic building’’ the architecture is a dual concept; “Esky and tent’’ using an operable, insulated, box for cooler months that opens to a tentlike amenity in warmer months. Sunshine Coast University Hospital by Architectus Brisbane and HDR Rice Daubney as Sunshine Coast Architects was recognised with a National Award in the Public Architecture category for demonstrating what the jury said was “the value of patient-centred hospitals, responding here in both form and content to its place in subtropical Queensland’’.last_img read more

September 17

Murray scores 4 straight goals to start game, powers Syracuse past Stony Brook into NCAA quarterfinals

first_img Published on May 11, 2014 at 5:35 pm Contact Sam: [email protected] | @SamBlum3 On Syracuse’s first possession, the offense appeared stagnant. It was passing the ball around the perimeter of the 12-meter arc. When the ball came to Alyssa Murray, she called out a play and stuck her index finger in the air. Then she passed the ball again, and cut toward the goal. Kayla Treanor found Murray, a fellow Tewaaraton Award finalist, whose shot found the back of net to spark an offensive explosion for Syracuse. “We set up a couple of plays off of our normal offense,” Murray said. “And it ended up opening up something that we hadn’t practiced. It was perfect. “We just ran the play and went from there.”  AdvertisementThis is placeholder textMurray had Syracuse’s first four goals to jumpstart a near-flawless first half for SU. Her teammates cruised the rest of the way as second-seeded Syracuse (19-2, 6-1 Atlantic Coast) cruised to a 13-6 win over Stony Brook (17-4, 4-1 America East) in the second round of the NCAA tournament at SU Soccer Stadium on Sunday. The Orange advances to face Boston College in the quarterfinals next weekend. “They came out and they executed from the opening whistle,” SU head coach Gary Gait said. “Just an awesome first half.” On Friday afternoon, Stony Brook earned the right to play Syracuse after it rode a 9-0 first-half outburst against Towson. It was the Seawolves that pounded the cage that day, making 9-of-10 first-half attempts.  On Sunday, though, the Orange took the Seawolves out of contention almost immediately. Just 25 seconds after Murray’s first goal, Katie Webster found Murray streaking across the net. She caught the pass and bounced it into the goal.She scored twice more on free-position shots just minutes later. After her second one, she flipped her stick in the air, and waited for her teammates to greet her.Against the nation’s best defense, which allows just more than four goals per game, the rout was only just beginning.   “(Murray’s) got that killer instinct,” Gait said. “She wants to win, and she comes in super focused. She had opportunities and she put the ball away.”And when the Stony Brook defense adjusted to close Murray out of the goal, her teammates struck.Kailah Kempney scored twice. Taylor Poplawski connected. Bridget Daley did as well. What was a one-woman show became a full-on throttling by much of the SU roster. “That kind of gave other people opportunities,” Murray said. “If they’re paying more attention to me, the back side or the opposite side might be open.” Stony Brook had a lively contingent of fans at the start of the game, but those fans hardly made a peep as the gap in the score widened. Nearly every possession started in the hands of the Orange. Kempney and Kirkland Locey combined to win 10-of-12 in the draw circle in the first half. Stony Brook’s best chance to work its way back in the game came with 16 seconds left in the first half as the Seawolves trailed 9-2.Courtney Murphy had a free-position shot, but Stony Brook committed a foul and Syracuse took possession with 10 seconds to go in the half. The Orange got out in transition, and Kayla Treanor found a wide-open Devon Collins to the right of the goal. She punched it in the bottom-right corner with two seconds left on the clock. What could have been 9-3 became 10-2. On a play that could have swung the momentum Stony Brook’s way, it instead left the Seawolves dejected as Syracuse’s place in the quarterfinals seemed all but assured.“For confidence on the field,” Kempney said, “getting a couple goals at the beginning is definitely helpful for our team to get the momentum going.” The second half was a formality for Syracuse. Gait emptied his bench as the lead grew to 10 and the running clock ticked away. Syracuse knows it faces a competitive road to a first national championship. It’s made the final four each of the past two seasons. But it was clear from the first few minutes on Sunday that Stony Brook would not be a tough test to overcome. “Playoff season is a second season,” Gait said. “And we’re in it. We’re 1-0.“Our goal is to be 4-0.”  Comments Related Stories Syracuse dominates draw circle in victory over Stony BrookSyracuse defense stifles Stony Brook, helps Orange win turnover battlecenter_img Facebook Twitter Google+last_img read more