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Jeff Rendel’s programs and systems for credit unions deliver entrepreneurial results in sales, service, and strategy. Designed as keynote addresses, breakout sessions, and half-day workshops; these programs easily expand, combine, and fit into full-day events, executive retreats, and planning sessions. When in-person facilitation just isn’t feasible, digital delivery of all programs is a great option. Learn more at Virtual Programs.


The KPIs of Relevance. In an ever-evolving financial ecosystem, examining traditional business models helps ensure relevance in the dynamic landscape of financial services. As the pace of innovation accelerates, established archetypes face the risk of becoming obsolete if they fail to adapt swiftly. In this session, we: shed light on the technological frontier; decode evolving member expectations; interpret risk management in the digital age; learn where to fearlessly innovate, collaborate, and compete; and, address the cultural shifts required to foster inventive and agile systems. Learn how you can measure relevance and secure a thriving future in the face of disruptive forces. 

The Long Haul – How a Focused Set of Credit Unions Deliver Lasting, Industry Best Results. Twenty-five years of empirical, data-driven research reveals balanced success for a group of credit unions that thrive through volatile, uncertain, chaotic, and business-as-usual times. Of most interest are the differences in size, markets, members, and models. Of most value are the similarities and common threads of leadership, strategy, and capacity for sustainable success. Discover the choices made to create such built-to-last results and create a plan for your credit union to deliver enduring value for the next generation of members, markets, professionals, and communities.

Scaling the Credit Union Philosophy: Growth, Member Value, and Cooperative Leadership. Taking your credit union to more members and markets requires scale – in operations, technology, expansion, service, finances, brand value, and community development. Equally important is raising the strategic advantage of the cooperative model with a commitment to delivering financial and experiential benefit to members. Learn how entrepreneurial-minded credit unions are delivering, at scale, more value to members through excellence, efficiency, experience, and economic development. Design strategies for new opportunities to maximize member service, financial performance, and long-term possibilities.

Sales is Not a Strategy; Service is the Key to Growth. Hundreds of the most customer- and member-centric companies and credit unions, with exceptionally reliable rates of growth, have learned the secret to sales – service. These industry leaders live for their customers and members, provide outstanding experiences, market sharply, experience elevated levels of retention, and have become a permanent place in their customer’s and member’s lives. Understand the strategic advantage of service and its predictable role in growth, revenue, and lifetime value.

Trendspotting – What to Deliver Today for Success Tomorrow. Significant trends in financial services, technology, and consumer behaviors influence the products, services, and experiences you provide to your members. Within these trends, strategies surface that deliver advantages to your revenue base, help scale your operations, and provide value to your members. Combine these insights and contemporary credit union cases into your existing business model to provide your members the relevance they require while increasing the enterprise value of your credit union.

The CU 50: New and Next Ideas to Grow Your Top Line, Bottom Line, and Member Value Line. 50 credit unions; 50 states; 50 ideas. How do 50 unique credit unions expand revenue, scale productivity, and boost profits? These new and next ideas can help your credit union increase income, streamline delivery, and maximize your members’ experience and loyalty. The top line is the new bottom line, but only when operations are efficient, and service is at its finest. These next practices from credit unions nationwide provide functioning ideas that you can implement right away, allowing your credit union to continue moving forward for its members.

Leading at the Speed of Members. A clear-cut connection exists between experiences, expectations, and engagement with your credit union. Understanding every point of a member’s relationship helps you benchmark, measure, and improve the experience. Designing an experience strategy involves recognizing expectations, addressing all stages of an experience, and delivering an effortless result. By focusing on the member’s wide-ranging journey, and how easy your credit union is to do business with, your credit union can stand out and dependably deliver exceptional experiential, financial, and engagement-worthy value.

Next is Now – Driving Disruption, Accelerating Innovation, and Outthinking the Competition.  Innovation is more than a corporate value. Your members are counting on you to deliver resourceful products and services to better their lives and businesses. Innovation is a standard action practiced by credit unions creative and ambitious enough to shape the future of their business, one idea at a time. Practical disruption steadily tinkers with your business model; welcomes new insights and ideas; and, recognizes that rigor, discipline, and execution make up the differences between businesses that flourish, flounder, or fold.


Would You Hire This MSR? The most customer-centric companies in the world recognize that service is the principal driver of customer growth, retention, and lifetime value. Their business models are built around customers’ success; and, their customer performance indices validate their standing. To create the most loyal sets of members, utilize these most up-to-date concepts to refine your credit union’s service model and create a service team that any customer-focused enterprise would aspire for itself.

An MSR at Every Desk – The Member-Centric, Service-Focused Culture. Members are your most valuable assets; they provide for your ability to grow. Every role at your credit union leads to the same results – members’ success, experience, and contribution to profit. If you want a culture that supports top-line growth and stellar performance; align your sales, service, and support systems with your strategic choices. A “Member First” approach and a results-based culture helps your credit union increase sales, service levels, and profits. All hold the title of “MSR” and individually help your credit union earn the right to grow for and with its members.

For Growth’s Sake – Strategies that Increase Sales, Deepen Relationships and Grow Lifetime Value.  Successful onboarding, cross-selling, and business development require professional systems and sales leaders dedicated to building trust, relationships, and business. To create PFI members who use multiple products and services, an entrepreneurial approach to growth builds value for members and yield for your credit union. Through proven strategies to create success for your members, loyalty and enduring business are the results. When your members succeed first, your credit union succeeds always.

The Significance of Soft Skills in Hard Data Times. Artificial Intelligence, Big Data, and machine learning have an important place in your credit union’s future: they help you serve an increasingly mobile member base with a Do-It-Yourself business model. While transactions can be automated, relationships make the difference and are the modern focal points for branches and contact centers. Member-facing professionals educate, guide, and encourage members along the path of financial wellness. When members pause technology – and need to start conversations – relationship-focused skills serve your members’ values, a determining factor in loyalty and new business.

Quantum Marketing: The Evolution of Marketing and the Marketing Mindset. Competition, consumers, and technology have changed the marketing function at your credit union: it must be responsive, inter-reliant, analytical, automated, and accountable for growth. Marketing must create value for members through engagement, journeys, and transactions. It must also create value for your credit union through data-driven decisions, growth opportunities, and operating success. Learn the six factors that bring focus to your marketing model and activities, creating more benefit for members and steering growth for your credit union.


The 10 Dimensions and Disciplines of High-Performance Cultures. When leading experienced and emerging teams and professionals, executives must cultivate and support a high-performance group and culture able to achieve business objectives and produce at elite levels. High-performance cultures consistently deliver results that drive growth in member relationships, staff engagement levels, and credit union bottom line success. Discover the model, framework, and tool kit that enhances your team’s ability to focus, lead, execute, and accomplish functional and strategic results.

Strategic Leadership Begins with You. Forward-thinking leaders with strategic expertise are critical for leading your credit union and its plans for growth. As the business backdrop continues to swiftly evolve, credit unions need strategic thinkers and doers, at all levels, who can recognize probable challenges, devise approaches for execution, and mentor teams to success. Strategic leadership encompasses: leading change; data- and scenario-based decision making; coaching for results; innovation; and, accountability. Learn how to lead yourself, your team, and credit union with up-to-date tools, skills, and plans to stay in the lead and with an ongoing competitive advantage.

This Isn’t the Credit Union I Came to Work For – Leading Breakthrough Change. Change is here – new ventures, restructuring, mergers, culture shifts, and more. Whether it’s creative destruction or disruptive innovation, leadership practices require an unprecedented degree of inventiveness and agility. Most relevant is realizing that leading change happens when one is comfortable, not waiting for the uncomfortable. Discover how to build an army of idea agents and re-inventors who toss same-old-same-old out the door and use pragmatic ingenuity to produce tangible results – ready for any change that can, may, and will come your way.    


Governance at the Speed of Members. As your credit union evolves to serve members and markets, so must governance. For directors and governance leaders, long-term strategic focus becomes more important. Updates of financial status and noteworthy operational matters still carry significance; but, working “on” the business,” rather than “in” the business matters more. By investing more time examining strategic direction, legacy, and value, your Board can help your CEO lead a credit union that delivers the kind of results that keep your credit union relevant for decades to come.

A Dashboard for Strategic Governance. As your credit union grows, governance and long-term strategic focus become more important. Building a governance dashboard of success – focused on member value, market presence, leadership, and board excellence – allows your board to concentrate on strategic matters of opportunity, investment, direction, legacy, and perpetual relevance. Study a dozen board-focused metrics that elevate the board’s value to members, the CEO, and coming generations of board leadership.

How to Be a Great Board Chair (or Support the One You Have). As Board Chair, your leadership responsibility is unique. Your central role is to create and foster a culture that produces conditions for valuable group discussions between directors and the CEO. Since the Board speaks with one voice, establishing consensus on strategy and executive action is significant. From consulting work with hundreds of Board Chairs, learn the ten principles on how you can deliver these outcomes for your Board and CEO. And, if not the Board Chair, how you can increase the value you supply as an integral part of the governance team.

CEO Success Planning. Planning for CEO success “today” is just as important as CEO succession planning for “tomorrow.” For your CEO to be effective, successful, and fulfilled, future-focused boards work with their CEOs to ensure the correct mix of: compensation; incentive; retention; professional development; and personal accomplishment. Move beyond the annual evaluation and embrace a CEO success plan that evolves in real time with your credit union, developing a CEO who delivers results that matter most for members, employees, and your credit union.

After the Handshake: Getting CEO Transition Right. Succession planning doesn’t end when a new CEO is hired or appointed. The CEO transition process is equally, if not more, important to maximize your new CEO’s chances for success. Designing a plan for CEO transition involves: your Board; incoming CEO; and, at times, outgoing CEO. A comprehensive checklist for a successful CEO transition is significant to address culture, expectations, feedback, relationships, and roles. Transitioning to a new CEO is an exceptional opportunity for a Board to continue ensuring the finest leadership for the credit union’s members and professionals.