Tom Glatt, Jr’s latest CUinsight article contribution is now online. The article is titled “Is Sally Killing Credit Union Service Consistency?” The article explores the challenges to long-term organizational health brought on by inconsistent service. Tom is the founder of Glatt Consulting and is a strategy consultant for credit union’s nationwide.
People bank on consistent experience. More often than not, the average consumer is going to choose the brand they are most familiar with, the one that does it the same way no matter the location or the employee. While we may bemoan the loss of mom and pop’s local store, the fact is that consumers choose the option they prefer – and by and large they choose consistency, whether that consistency is defined by price, service, or location.
The full text of the article can be found on cuinsight.com.
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