Strategic Guidance - On The Mark Strategies (#32)

05/13/22 • 28 min

“A great member experience is going to be holistic and involve everyone.” - Taylor Wells

Thank you for tuning in to episode 32 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest today is Taylor Wells, Experience Director at On the Mark Strategies. The core mission at On the Mark Strategies is to guide credit unions in their strategic planning, branding, and building their member experience so they can succeed. The team has many years of credit union experience and truly believes in helping credit unions thrive in a competitive environment. On The Mark Strategies differentiates itself through its core values, the three E’s: Engage, Educate, Entertain.

In this episode, Taylor discusses the significance of the member experience and how On The Mark Strategies can help credit unions create a customized, authentic, and consistent experience for both employees and members. Taylor shares the ways his team works with credit unions to understand and improve their member experience across multiple channels. He explains that the team starts with data collection and demographic work to understand the current state of the member experience and hosts multi-day workshops for the credit union team to recreate their ideal member experience.

During our conversation, Taylor speaks to the disconnect between front and back-office employees and ways to generate buy-in from all levels of the organization. He also shares the effects hiring, growth, and retention can have on the member experience. Taylor recommends credit unions also look outside of the industry to bring in new talent, while not overlooking ways they can promote from within. To maximize ROI and brand impact, Taylor advises credit unions to align their community involvement and charitable donations with their brand values and target audiences. As we wrap up the conversation, Taylor calls out the importance of actionable strategic plans, organizational health, effective marketing, and more.

Tune in to hear Taylor talk about his growing hat collection, his favorite Michael Jordan quote, and the book he recommends everyone read. Enjoy my conversation with Taylor Wells!

Find the full show notes on cuinsight.com.

Connect with Taylor:
Taylor Wells, Experience Director at On the Mark Strategies
[email protected]
https://www.markarnold.com
LinkedIn | Instagram | Twitter

“A great member experience is going to be holistic and involve everyone.” - Taylor Wells

Tune in to hear Taylor talk about his growing hat collection, his favorite Michael Jordan quote, and the book he recommends everyone read. Enjoy my conversation with Taylor Wells!

Find the full show notes on cuinsight.com.

Connect with Taylor:
Taylor Wells, Experience Director at On the Mark Strategies
[email protected]
https://www.markarnold.com
LinkedIn | Instagram | Twitter

Previous Episode

Document Management - SmartVault (#31)

“Disruption comes in all shapes and sizes.” - Dania Buchanan

Thank you for tuning in to episode 31 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest today is Dania Buchanan, the President at SmartVault. The core mission at SmartVault is providing businesses with a central document destination that enables the adoption of a fully digital, fully automated document workflow. The SmartVault system is also highly secure and supports regulatory compliance mandates. They focus on reducing or eliminating routine and repetitive tasks associated with document workflows, serving small and mid-sized businesses like credit unions.

While she originally wanted to be a journalist, in this episode Dania discusses the inspiration that led to founding SmartVault and taking on the role as President. She shares that product disruption is exciting to her, as her team turns traditional document management on its head. We explore ways that integrating document management into the apps and workflows credit unions are already using can make them more competitive.

Dania always works to create a culture where staff can do the best and most vibrant work of their careers. Throughout the episode, we talk through the needs of employees to be able to collaborate whether working from the office, at home, or in a hybrid of the two. Dania expresses how important community service is to her as a leader and how she intentionally builds structures for her whole team to participate. As technology continues to evolve, Dania recommends building the foundation first and leveraging incremental change instead of trying to redo everything at once.

As we wrap up the episode, Dania shares a favorite beverage, her go-to podcasts, and the person she thinks of first when she hears the word “success.” Enjoy my conversation with Dania Buchanan!

Find the full show notes on cuinsight.com.

Connect with Dania:
Dania Buchanan, President at SmartVault
[email protected]
https://www.smartvault.com/
LinkedIn | Twitter | Facebook | Instagram

Next Episode

Cannabis Banking - Shield Compliance (#33)

“We create a great member experience while achieving compliance goals.” -Tony Repanich

Thank you for tuning in to episode 33 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest today is Tony Repanich, President and COO at Shield Compliance. Shield Compliance works to transform how credit unions manage risk, comply with regulation, and satisfy growing operational demands associated with serving the legal cannabis market. Shield’s core platform technologies automate the compliance process and give credit unions the structure they need to monitor, measure, and control operations. Their Shield Assure, Shield Engage, and Shield Transact products ensure efficiency and reliability so credit unions can remain compliant while taking risks in a new line of business.

Tony has been in the financial services industry for over two decades. In this episode, he talks about how Shield Compliance can unlock new business opportunities and add value to credit unions. He discusses the economic advantages of cannabis banking and how they can provide the technology needed to mitigate and manage risk. Tony addresses the concerns facing the cannabis banking industry, including regulatory requirements, risk assessments, and personal viewpoints.

Tune in to hear Tony discuss ways to satisfy the regulatory and risk side while supporting access to banking for legal enterprises. Tony also shares ways credit unions in areas with legalized cannabis industries can help make their communities safer by providing access to banking for these cash-heavy businesses. During our conversation, you’ll also hear Tony dive into the cannabis banking playbook that he created to help credit unions understand the logistics of this new environment and frame out what they can expect.

As we wrap up the episode, Tony talks about the magic of Starbucks, his go-to podcast, and his favorite Peloton instructor. Enjoy my conversation with Tony Repanich!

Find the full show notes on cuinsight.com.

Connect with Tony:
Tony Repanich, President and COO at Shield Compliance
[email protected]
www.shieldbanking.com
LinkedIn | Facebook