PRECONFERENCE WORKSHOP

1. Loyalty Matters - Measuring and Managing the “Member Experience”
   Michelle Bloedorn, Executive Director, Member Loyalty Group, LLC, Vernon Hills, IL
   ~ Sponsored by Creating Member Loyalty™ System of Training
   
   

   It's a fact. You can't grow a business if you don't treat people so well that they will recommend you to friends and family.

   That's how all credit unions grew (BEFORE we added marketing) and it's definitely the only way we're going to grow in the future (because marketing is dead).

   Have you lost loyalty in your credit union? If 80% of your business comes from only 20% of your members, do you KNOW if they are recommending you? To build this growth engine you have to start asking the “Ultimate Question ”.

   Based on the best-selling book by Fred Reichheld, Michelle will take you through the basics of loyalty economics. Using a metric system that is making its way into huge corporations like Apple, USAA, GE, Harley Davidson, and Commerce Bank, a “Net Promoter Score” is calculated that has direct impact on your bottom line.  Then she will provide techniques and tools for you to evaluate and improve the “Member Experience” at your credit union.

WELCOME RECEPTION

CONFERENCE REGISTRATION

WELCOME AND OPENING REMARKS

Keith Kauffeld. Chairman, OpSS Council and COO, Air Academy FCU, Colorado Springs, CO

You Have the Power
Carol Schillios, Founder, Schillios Consulting Group, Seattle, WA

Have you ever wondered why some people seem to move ahead in their careers faster than others? How some people tend to be more upbeat than others? What characteristics come to mind when you think of the words "promotable"?

In this session the focus is on making choices. Take a hard look at your own motivation and create your own success plan. No more victim - no more whining -- take charge of yourself and your career. Own it! Want people to see you as competent, capable and stand out in the employee crowd? What is your dream? What gets in the way? How do you know if you're in the right job? Maybe it's a new position, personal growth in your current position or building a convincing case to get that raise or promotion. Whatever your goals, this session will help you make choices and take charge.

MEMBERSHIP LUNCH (Open to all attendees)
~ Sponsored by Diebold, Inc. & CUNA Strategic Services

At this year's membership luncheon, OpSS Council members that have completed five or ten years of membership will be recognized for their dedication and support at an “informal” presentation. An update on Council activities will also be presented by members of your executive committee.

BREAKOUT SESSIONS

Generating Deposits: New Tactics for Success (does not repeat)
Tim Spenny, Strategic Advisor, Raddon Financial Group, Oak Brook, IL

Increased Efficiency in Branch Delivery (does not repeat)
Becky Davis, VP Branch Operations, Delta Community CU, Atlanta, GA and Chris Lamb, EVP/COO, E1 Financial CU, Monterey Park, CA
Moderator: Jennifer Lehn, EVP, Numerica CU, Spokane, WA
~ Sponsored by OfficeMax

Leadership and Life Lessons
Dr. Steve Sobel, Speaker Extraordinaire, Long Meadow, NJ
~ Sponsored by Harland Clarke & CUNA Strategic Services

A presentation that will inspire and give all attending the keys to building enduring relationships in our changing and challenging lives while still being able to enjoy the opportunities ahead with a truly positive approach, including a sense of passion and a sense of humor! (and please remember, Dr. Steve Sobel has a longstanding credo which confidently states that he believes that "boring presentations are truly slow forms of torture!")

Walking Tour of Historic Williamsburg

Experience the past as we tour some of Colonial Williamsburg 's most historic sites. You'll walk the same path as many of our great forefathers while learning the story of Williamsburg , the 18th century capital of Virginia. Guests are invited for a fee - $16 per guest (this ticket can then be used the rest of the week to tour other areas of Colonial Williamsburg).

Social Event – Dinner at Shields Tavern

Step back in time and travel with us as we walk to Shields Tavern. The restored 18th-century capital of Virginia has brewed a unique flavor at its successful James Shields Tavern and transformed the establishment into an 18th-century coffeehouse, providing a venue for interaction between guests, costumed historic character interpreters and research staff. You will enjoy a first class dinner and the camaraderie of conference participants. This is a unique experience you won't want to miss! Guests are invited for a fee - $75 per guest.

CONTINENTAL BREAKFAST

Navigating the New CUNA Councils Website
David Rohn, VP, CUNA Councils, Madison, WI

Overview of the Councils' new online community for increased & enhanced networking opportunities. See how easy it is to connect to your peers and find advice or solutions. Learn how to use the new visual member search (the "People Map"), discussion forums/groups, chat, blogs, and more. 

GENERAL SESSION

State of the (Credit) Union Address
Dick Ensweiler, President/CEO, Texas Credit Union League, Dallas, TX
~ Sponsored by The IQ Business Group

Don't you wish we had a crystal ball that gave insights into where credit unions will be in the next one, two or even five years? How about regulatory and membership growth issues that credit unions face? And, exactly how does your role at the credit union fit into this picture? Join us as Dick takes us through these issues and makes the picture crystal clear.

NETWORKING BREAK
~ Sponsored by Financial Management Solutions, Inc.

Converting to a Sales and Service Culture: The Good, the Bad and the Ugly (does not repeat)
Jim Santiago, VP Operations, Orlando FCU, Orlando, FL
~ Sponsored by Creating Member Loyalty™ System of Training

Call Centers: Not Just Phone Order Takers Anymore! (session repeats)
Lee Mabry, SVP Call Center Operations, State ECU, Raleigh, NC, Anna Givens, VP Member Contact Center, Suncoast Schools FCU, Tampa, FL and Byron Allmond, VP Call Center Operations, Vystar CU, Orange Park, FL

Team Incentives (does not repeat)
Mike Higgins, Partner, Mike Higgins & Associates, Inc., Kansas City, MO
~ Sponsored by RBS Lynk & CUNA Strategic Services

Identifying and Managing the Risks with Vendor Relationships (session repeats)
Mike Mossel, Managing Director, Credit Union Internal Audit Services, RSM McGladrey, Inc., Los Angeles, CA
~ Sponsored by MoneyGram & CUNA Strategic Services

NETWORKING BREAK
~ Sponsored by CUDL

Social Engineering and Fraud
Karen Daeke, VP Security Administration, State ECU, Raleigh, NC
~ Sponsored by 3SI Security Systems & CUNA Strategic Services

Strategic Individual Incentives
Michael Garcia, SVP Retail Delivery, Financial Partners CU, Downey, CA
~ Sponsored by RBS Lynk & CUNA Strategic Services

Call Centers: Not Just Phone Order Takers Anymore!
Lee Mabry, SVP Call Center Operations, State ECU, Raleigh, NC, Anna Givens, VP Member Contact Center, Suncoast Schools FCU, Tampa, FL and Byron Allmond, VP Call Center Operations, Vystar CU, Orange Park, FL

Identifying and Managing the Risks with Vendor Relationships
Mike Mossel, Managing Director, Credit Union Internal Audit Services, RSM McGladrey, Inc., Los Angeles, CA
~ Sponsored by MoneyGram & CUNA Strategic Services

GENERAL SESSION

Building and Developing Quality Member Relationships
Randall Mims, CCUE, EVP/COO, Lending Solutions, Inc., Elgin, IL

Listen and learn why building a relationship with your member is THE most important ingredient to a credit union's success in the future. Listen as Randy explains how a car buying experience exemplifies the attitude and approach to take, as well as how to have fun doing it!

Hospitality Reception

Gather with your friends and select a restaurant for dinner. We'll have several area restaurant menus available for you to choose from.

BREAKFAST

MINI WORKSHOPS

New Innovative Technology: Five Specific Things Credit Unions Should be Prepared to Do
Rudy Pereira, SVP Operations/Technology, Alliant CU, Chicago, IL & John Morawski, Chief Technology Officer, Massachusetts Credit Union League, Marlborough, MA

Leadership Styles and Skills: A Panel Discussion
Ellen Yacovone, VP Member Services and Acting CEO, Tucson Old Pueblo Credit Union, Tucson, AZ, Butch Leonardson, SVP of IT & CIO, BECU, Seattle, WA, and Brian Warfel, SVP Sales & Service Power, Financial CU, Pembroke Pines, FL
Moderator: Keith Kauffeld, VP Operations, Air Academy FCU, Colorado Springs, CO

NETWORKING BREAK
~ Sponsored by Travelex & CUNA Strategic Services

The Leadership that Really Determine Success
Mark Elliott, President, Onboarding Services, LLC, Moreland Hills, OH
~ Sponsored by CO-OP Financial Services

Today's business climate demands better managers and leaders throughout the organization. If the CU industry is to develop this stronger leadership, what should it focus on?  Having recruited and coached hundreds of senior executives during his 25-year consulting career, Mark Elliott will share his insights, including many that are counter-intuitive, into what makes great leaders.  He will also de-bunk the myths of leadership that often confuse the leadership development process.  Elliott will offer a practical approach by which every manager can develop into a great leader.