Agenda

Golf Outing

Join us at the Thunderbird Golf Club for 18 holes of golf and a lunchtime cookout.

Preconference Workshops

I. How to Recruit, Select, Develop and Retain Sales and Service Employees Who can Sell
Dennis Graham, National Sales Manager, Schneider Sales Management, Inc., Englewood, CO

The basis for this workshop is three years of research of 3,000 sales people in 50 US financial institutions (including 20 credit unions) by Schneider Sales Management, Inc., and The University of Colorado–Denver Business School. You’ll learn the characteristics that separate the top and low performers in five different sales, service and leadership roles, plus practical strategies for recruiting, testing, interviewing, training and coaching these people.

II. WebSight: Developing Profitable Credit Union E-Business
Christopher Brya, President, Solavista Consulting Group, Scottsdale, AZ

Today, every credit union has a web site. But what is yours doing? How well is it serving your members? Is it helping to develop or cement relationships or driving your members away? Chances are your web site is costing you money instead of making it for you. Learn to correct the mistakes that many credit unions are making. In this presentation, your audience will learn these essential components of a successful e-business:

• How to write and design your web site for maximum member effectiveness;
• How to use your site to drive CU membership and loyalty;
• How to use your web site to improve your member relationships offline;
• How your site should empower members to buy additional products/services;
• How to save money communicating with your members/SEGs;
• How to manage your online customer service, and much more.

III. Business Development, Part 1: Managing Multiple Relationships
Susan Miller, Business Development Manager, Georgia FCU, Atlanta, GA

In this session, we’ll discuss how to keep a positive shine on SEGs and how to increase market penetration within the SEGs through the use of “out-of-the-box” marketing ideas and tips on improving SEG relationships.Your journey through the universe of Business Development starts here.

Preconference Workshops

I. How to Recruit, Select, Develop and Retain Sales and Service Employees Who can Sell (repeat from morning)
Dennis Graham, National Sales Manager, Schneider Sales Management, Inc., Englewood, CO

II. WebSight: Developing Profitable Credit Union E-Business (repeat from morning)
Christopher Brya, President, Solavista Consulting Group, Scottsdale, AZ

III. Business Development, Part 2: Opportunities in Your Membership (continued from morning)
Bob Thorbus, Consulting Services Director, Liberty Database Marketing Services, Roseville, MN

A timely update on how forward-thinking credit unions are uncovering the hidden opportunities in their membership.Whether SEG-based or community chartered, this session will offer you unique and actionable ideas of how to both recognize and realize your full potential as a credit union.

Conference Registration

Breakout Sessions

1. Emerging Technology, The Member and You
Brian Warfel, SVP Sales and Service, Power 1 Credit Union, Hialeah, FL

Ever wondered what new technologies are being presented in the credit union movement and if those technologies are fact or fiction? This session will present an overview of the top 10 emerging technologies in credit unions and their practical applications for your members.The session will also discuss the types of members that will be attracted to these technologies for credit union and marketing purposes.Actual credit union marketing campaigns will be used to demonstrate how these technologies are being presented to members today.

2. Culture Connect: How to Market Your Credit Union to Hispanics
Christopher Brya, President, and Mike Almarez, VP Marketing, Solavista Consulting Group, Scottsdale, AZ

The Hispanic population has become the largest minority in the United States (13% of the U. S. population) They are brand loyal, repeat customers and extensively use familial and word-of-mouth promotion for companies that service their needs. How well is your credit union serving your current and prospective Hispanic members? In this session, you will learn:

• Why the Hispanic culture cannot be “sold” services;
• How to efficiently identify needs and desires from your Hispanic prospects and members;
• How your credit union can create “OFI” (Only Financial Institution) status within your Hispanic community;
• The best ways to use marketing and advertising to attract Hispanic membership;
• The key component to use in your Hispanic marketing plan, and;
• The “Connect/Re-Connect” marketing techniques that increase Hispanic investment.

3. Swimming in the Event Stream: One-to-One Marketing AND Market Research
Jim Stachura, Sr. Market Research Analyst, Aelera Corporation, Alpharetta, GA

In spite of all the advances that technology and the Internet have brought to marketing, much less has been done toward integrating market research and managing the member-centric workflow resulting from it. Recent advances have changed that and now the functions can be truly integrated. As usual, though, some caveats are in order.

4. Part 1: Pizzazz in Presentations: Presentation Skills and Trainer Tips for Business Development (this session does not repeat)
Gerry Singleton, CUNA Mutual Group, Winder, GA

Are you interested in discovering new ways to add pizzazz to your presentations or training sessions? Pizzazz in presentations piques people’s interest and enhances their performance! Gerry Singleton will share 13 different ways to use sleight of hand, props, handouts, and maybe even a little “abracadabra” to help conjure up more memorable presentations.

Breakout Sessions

1. Emerging Technology, The Member and You (repeat from morning)
Brian Warfel, SVP Sales and Service, Power 1 Credit Union, Hialeah, FL

2. Culture Connect: How to Market Your Credit Union to Hispanics (repeat from morning)
Christopher Brya, President, and Mike Almarez, VP Marketing, Solavista Consulting Group, Scottsdale, AZ

3. Swimming in the Event Stream: One-to-One Marketing AND Market Research (repeat from morning)
Jim Stachura, Sr. Market Research Analyst, Aelera Corporation, Alpharetta, GA

4. Part 2: Presentations to Influence and Inspire: Presentation Skills for New Product Ideas (continuation of morning session)
Gerry Singleton, CUNA Mutual Group, Winder, GA

Do you have a new product idea and need to present it to your team? Have you wondered how much information your team needs to make a decision? In this interactive session, participants will be able to effectively present information for a new idea, understand the four stages to developing a persuasive presentation, and call the audience to action.

Best Practice Presentations

Join us as two of our Best Practice award winners share the secrets to their success.

Best Practice Presentations

Our final two Best Practice award recipients will present their entries in this general session.

Breakout Sessions

1. Reach for the Stars in the Youth and Young Adult Market
Michael Millis, Soulstice Training, Madison, WI, and Kristine Kowalski, Director of Marketing, Kane County Teachers Credit Union, Elgin, IL

Now that people under the age of 30 make up 41% of the U. S. population, reaching this market has become an increasingly important strategic objective for credit unions. Co-sponsored by the CMBDC and the National Youth Involvement Board, this session draws on research from the latest Filene Research Institute study on youth and young adult marketing to provide you with new information and best practices. Join us for a fast-paced, fun-filled foray into the world of teens and twentysomethings.

2. Influencing Leadership
Nancy J. Lewis, MS, PHR, Progressive Techniques, Inc., Fayetteville, GA

One of the skills of leadership is having the ability to influence and persuade others. In order to enlist the help and support of colleagues and the executive leadership team, you must be credible, courageous, and confident. This session will focus on strategies for identifying power bases and becoming politically savvy. This session will also discuss techniques for cultivating strategic alliances and becoming a strategic thinker, communicating ideas with power, passion, and purpose, and negotiating like a pro.

3. Understanding Your Customer Using Predictive Behavior Models
Tony Howard, VP Consulting, Harland Analytical Services, Atlanta, GA

This session will focus on the Online Banking Channel, major trends and their significance in both the cross-selling and member retention arenas. Participants will discuss channel management and the Strategic Online Banking model, which predicts the purchase propensity of online banking products and services.

4. How to Be an Effective Closer
Penny Giles, Consultant, Common Sense Consulting, LLC, Madison, WI

When closing with a potential client, you need to offer steps or recommendations as to how to proceed. As a credit union representative, you must have the tools and resources to adapt to each client and learn to develop methods of closing that best accommodate each one. Four different customer type personalities will be explored to help you to “close the sale.”

General Session
Media Relations and Publicity in 2003: How to Build Brand Awareness in Your Community (Panel)
Facilitator: Brad Loebakka, Senior Marketing Director, Desert Schools FCU

Join this lively panel discussion of media experts as they discuss their perspectives on how to work with the media, generate publicity, partner on community relations projects, and increase awareness of your credit union. Session includes presentations by several panelist, along with a Question and Answer session.

Breakout Sessions

1. Reach for the Stars in the Youth and Young Adult Market (repeat from morning)
Michael Millis, Soulstice Training, Madison, WI, and Kristine Kowalski, Director of Marketing, Kane County Teachers Credit Union, Elgin, IL

2. Influencing Leadership (repeat from morning)
Nancy J. Lewis, MS, PHR, Progressive Techniques, Inc., Fayetteville, GA

3. Understanding Your Customer Using Predictive Behavior Models (repeat from morning)
Tony Howard, VP Consulting, Harland Analytical Services, Atlanta, GA

4. How to Be an Effective Closer (repeat from morning)
Penny Giles, Consultant, Common Sense Consulting, LLC, Madison, WI

Becoming a Malcolm Baldrige Award Recipient

Karen Hollingsworth, VP First in Service Performance Excellence, Clarke American, San Antonio, TX

Clarke American’s secrets of success are not really secret when you understand and apply the Baldrige Framework for Performance Excellence. Learn how Clarke American achieved world-class status by incorporating this criteria into every aspect of the business.This, along with their total quality initiative, First in Service, which was formalized 15 years ago, led Clarke American to become the ‘lone star’ recipient of the Texas Award for Performance Excellence in 2001 as well as the only manufacturing recipient of the 2001 Malcolm Baldrige National Quality Award.

Leveraging Information, Speed, and Power: Breakthrough Leadership Strategies That Would Make Jackie Chan Proud
Randy Harrington, CEO, Extreme Arts & Sciences, with a special guest appearance from Peter Kim, Olympic Martial Artist

You know the story.You are hip deep in data but you can’t get the answers to basic questions.You need to move fast, but decisions come slowly.You try to be responsive, but the marketplace changes too fast. Join the founder of Extreme Arts and Sciences, Randy Harrington, Ph. D., as he offers an exciting and unusual set of guidelines for optimizing your relationship between information systems and the power to make positive changes.

Randy will be joined by Olympic martial artist Peter Kim for an over-the-top demonstration of what is possible when mind, objective, and action are all aligned. Peter is a 4th degree black belt in Tae Kwon Do training for the Olympic Games in Athens – and he has credit union experience! Yes, things will fly and things will break, but the real breakthrough is in the practical leadership advice this session offers.