Watch Ween’s Live Debut Of ‘I Play It Off Legit’ In New Official Video

first_imgOn April 14, 15, & 16, Ween rose the Boognish at Terminal 5 for the first time since Halloween 2011. Catapulting off an epic three-night reunion run in Colorado, and a one-night appearance at Okeechobee Music Festival, the band returned to NYC fully charged and ready to deliver. With a career-spanning 91 song run, Ween made an impressionable return visit to fans for the beginning of their festival-filled summer tour. Listen To All 90+ Songs Ween Played In NYC [Full Audio/HD Videos]As promised, the band has been sharing some quality footage from the NYC run, starting last week with an HD video of “Strap On That Jammy Pac” which you can watch here. Now, they’ve shared another video of a song, entitled “I Play It Off Legit,” which made it’s live debut on April 15th, from the 1992 album Pure Guava. The video, positioned from the “deaner-cam” side of the stage, includes soundboard audio and displays the song’s lyrics across the screen. Rock out to this monster:last_img read more

Railroad Earth Celebrates The Horn O’ Plenty With Two Exceptional Performances [Full Audio/Gallery]

first_imgLoad remaining images Beloved bluegrass ensemble Railroad Earth just wrapped up a two night Thanksgiving weekend celebration at The Sherman Theater, keeping things fresh with their soulful bluegrass sound at the Sherman, PA venue. RRE has made a tradition of their Thanksgiving shows, called the Horn O’ Plenty, and brought some great supporting acts like Circles Around The Sun and Boris Garcia along for the ride. Railroad Earth welcomed Neal Casal on night one, as the guitarist joined in for “My Sisters And My Brothers” and, later on, “Warhead Boogie.” The band was also joined by mandolinist Bud Burroughs on night two, accompanying on the peppy set closer “Long Way To Go.”Fortunately, to capture this exciting two night run, we have taped audio recordings and a full gallery of images courtesy of Sam Watson.Night One, 11/25/16 courtesy of taper Bill Goldberg:Night Two, 11/26/16 courtesy of taper tom:last_img read more

Rulan Chao Pian

first_imgPian is fondly remembered by all who knew her for having offered both scholarly guidance as well as exceptional hospitality. Her former students recall that her home was always open to them; several of their number lived in the Pian household for periods of time during their student years. Members of the Chinese academic community in Cambridge still transmit tales of the regular monthly meetings held over the years at the Pian home for discussion of Chinese music, literature, and culture, gatherings that came to be known as “New Dialogues in Cambridge” (Kangqiao Xinyu). Invariably, these events ended with the appearance of a large pot of red bean porridge (hongdou xifan) of which all partook. One can only surmise that this culinary tradition was inspired by Pian’s memories of her mother, food writer Buwei Yang Chao, whose book, How to Cook and Eat in Chinese, Rulan had edited and translated into English in collaboration with her father. It is said that this book introduced the terms “stir fry” and “pot sticker” into English.From 1975-1978 Rulan Pian and her husband, Theodore H. H. Pian, Professor of Aeronautics and Astronautics at the Massachusetts Institute of Technology, served as Co-House Masters of South House (now Cabot House), the first minorities to serve in this capacity at Harvard. Their portraits hang today in the Cabot House Senior Common Room. Following her retirement in 1992, Pian helped compile and edit her father’s complete works, the twenty-volume Zhao Yuanren Quanji (2002-). She also continued to be an active presence in the Music Department and elsewhere on campus, dropping by colleagues’ offices to chat, consulting sources in the library, and attending classes and lectures. Rulan Pian faithfully attended departmental events and regularly brought one of her legendary home-cooked Peking ducks to the Music Department holiday party table.Professor Rulan Chao Pian died on November 30, 2013, at the age of 91, predeceased by her beloved husband, Ted, in 2009. She is survived by her daughter, Canta Chao-po Pian, and her son- in-law, Michael Lent, of Washington, D.C.; her grand- daughter, Jessica Lent of New York City; and by her three sisters, Nova Huang of Changsha, China, Lensey Namioka of Seattle, and Bella Chiu of Arlington, Massachusetts.Respectfully submitted,Edwin A. CranstonDavid G. HughesThomas F. KellyStephen OwenKay Kaufman Shelemay, Chair At a Meeting of the Faculty of Arts and Sciences on February 3, 2015, the following Minute was placed upon the records.Rulan Chao Pian was a true cosmopolitan, a woman who crossed boundaries with quiet courage and grace. Born in Cambridge, Massachusetts, during a period when her father, the Chinese linguist and composer Yuen Ren Chao, taught at Harvard, she spent most of her childhood in various cities in China as well as in Paris, returning to the U.S. at age 16. Pian received her B.A. (1944) and M.A. (1946), both in Western music history, from Radcliffe College, and a Harvard Ph.D. (1960) in East Asian Languages and in Music.Pian’s career at Harvard reflected professional constraints confronting women of her generation. In 1947, during her graduate studies, she began work at Harvard as a Chinese language teaching fellow. In 1961, the year after receiving her Ph.D., Pian was appointed as a lecturer in both the Departments of Music and East Asian Languages and Civilizations. Only in 1974 was she named a professor, one of the first women to attain this rank at Harvard.Early on Rulan Pian carried out historical research that provided the basis for her 1967 monograph, Sonq Dynasty Musical Sources and Their Interpretation. Noteworthy for its dual impact on musical scholarship and Chinese studies, this book received the Otto Kinkeldey Award from the American Musicological Society as the best scholarly book of the year. Pian carried out research and published articles on numerous subjects related to Chinese traditional music. She analyzed the workings of rhythm as well as the formal structures of Peking opera arias; unraveled the meaning of little-known musical notations from the distant past and transcribed the music into modern notational systems; documented genres of dance in Northeast China; and explored diversity and interrelationships among East Asian musics from a comparative perspective. Among her widely read later work was a reflexive essay titled “Return of the Native Ethnomusicologist” (1992). Pian also made important contributions well beyond the boundaries of musical studies: her 1961 textbook, A Syllabus for the Mandarin Primer, inspired many who were to become accomplished Sinologists, and Pian’s writings in general clarified the timbrel and melodic relationships between Chinese speech and song.In the 1960s Pian undertook ethnographic research on Peking Opera in Taiwan, later extending her purview to field sites in Mainland China. An unsung pioneer in the use of then new video technology, Pian recognized early on its potential for capturing ephemeral music and dance performances. She eventually compiled a collection of over five thousand original audio-visual recordings that she donated in 2009 to the library of the Chinese University of Hong Kong.In addition to her scholarly work and activity as a devoted teacher and mentor, in 1969 Pian founded the Conference on Chinese Oral and Performing Literature (CHINOPERL) in collaboration with other Chinese scholars in North America. A charter member of the Association for Chinese Music Research founded in 1986, Pian served until the end of her life as an anchor for both organizations. Over the years she received many honors: she was named a Fellow of the Academia Sinica (Taiwan, 1990), awarded an Honorary Membership in the Society for Ethnomusicology (2004), and received honorary professorships and fellowships across China, Taiwan, and Hong Kong.last_img read more

Harvard Divinity School examines its 200-year history

first_imgHow should we approach religion? Whose religion should we study? What should we include?Students, faculty, and staff at Harvard Divinity School (HDS) have labored over these questions for 200 years. Together, they have undertaken an audacious project to combine critical thinking about religion with the training of religious leaders in the context of a research university. A special exhibit for HDS’s bicentennial year, “Faces of Divinity: Envisioning Inclusion for 200 Years,” tells the story of the School since its founding in 1816. It brings together the student experience, faculty work, and University initiatives. It draws on the School’s history to explore how it became a multireligious divinity school, while also broadening its reach as a multidisciplinary center of academic excellence, religious scholarship, and service to the communities — both locally and globally. At the same time, it follows students, faculty, and staff across porous and shifting lines between HDS and Harvard’s Faculty of Arts and Sciences, a line often discussed in relation to the exhibit’s themes.It includes 21 exhibits of photographs, poetry, paintings, and audiovisual materials throughout three of the Divinity School’s buildings: Andover, Divinity, and Rockefeller halls. Curated by Ann Braude, director of the Women’s Studies in Religion Program at HDS, the exhibit explores the development of HDS through a series of themes, including theology and ethics, history, and Unitarian and Universalist traditions, as well as Jewish, Asian, Islamic, African-American and women’s religious studies, ministry training, preaching, and social justice.“Faces of Divinity” is one part of HDS’s larger yearlong celebration of its bicentennial, which kicks off on Tuesday. There will be a public unveiling of the exhibit (on display throughout the academic year) in Andover Hall at 3:15 p.m. Tuesday. Also marking the day is the Divinity School’s Convocation ceremony. Harvard President Drew Faust will offer welcoming remarks during HDS’s Convocation at 5 p.m. on the Campus Green. Keynote speaker George Rupp, former HDS dean and past president of the International Rescue Committee, will discuss the challenges and opportunities facing HDS in its third century. 5The 1971 appointment of Preston N. Williams, Ph.D. ’67, was a watershed in the intellectual life of HDS. His work brought attention to the idea that studying the appropriation of a religion by people with a shared historical experience could be as important as studying a religion’s classical expressions, expanding hermeneutical discussions across the curriculum. Williams was Houghton Professor from 1971 to 2002 and was founding director of Harvard’s W.E.B. Du Bois Research Institute. Photo courtesy of Andover-Harvard Theological Library 10Among the first women to graduate from HDS was Judith Hoehler, B.D. ’58. After graduation, Hoehler was ordained as a Unitarian Universalist minister, serving for more than 20 years at First Parish Church, Weston, Mass., and becoming an active spokesperson for women’s equality within that denomination. In the early 1970s, she also became the denominational counselor for Unitarian Universalist students at HDS, guiding a generation toward the ministry and teaching a course in UU polity. Photo courtesy of Harvard Divinity Bulletin 6Dana McLean Greeley ’31, S.T.B. ’33 (second from left), marches with other clergy to the funeral of James Reeb, a Unitarian Universalist minister and a member of Boston’s Arlington Street Church. Reeb was slain in Selma, Ala., on March 11, 1965. Photo courtesy of Andover-Harvard Theological Library 12First CSWR director Robert Slater (right) exploring the new building in 1960 with three of its first affiliates: Sao Htun Hmat Win (from left), a Buddhist scholar from Burma; Rabindrabijay Sraman, a Buddhist monk from Pakistan; and Nobusada Nishitakatsuji, a Shinto priest from Japan. Photo courtesy of Andover-Harvard Theological Library 4A service in Andover Hall marking Black History Month. Delores Lovett-Sconiers, M.Div. ’91 (center), and Natalie P. Alford, M.Div. ’92 (right), worship in Andover Chapel. Four guest preachers spoke at weekly services during Black History Month in 1991. Among them were two fathers of students, the Rev. Hycel B. Taylor (father of Chandra Taylor Smith, M.Div. ’88) and the Rev. Howard Fauntroy Jr., B.Div. ’66 (father of Howard Fauntroy III, M.Div. ’93), and the Rev. Frank M. Reid, M.Div. ’78. Dean Ronald Thiemann sponsored the program and is visible in a back pew. Photo by Bradford Herzog/HDS 8Three mandalas have been created at the CSWR over the past 15 years. In 2008, Geshe Kalsang and Venerable Phuntsok from the Gaden Shartse Monastery sifted colored sand to create a mandala of compassion, named for Chenrezig, who pledged not to attain Buddhahood until all sentient beings were free from the sufferings of samsara. In keeping with tradition, each sand painting, once complete, is swept away in a communal ceremony to demonstrate the impermanence of all things. At an audiovisual station, Janet Gyatso narrates the creation of the Wheel of Life mandala in 2005 for the 45th anniversary of the CSWR. Photo by Kristie Welsh/HDS 1As part of their service to the churches, Harvard Divinity School faculty addressed laywomen on Thursday mornings, followed by tea at Jewett House. From right: Brita Stendahl, Elinor Lamont, and Anne Pusey, wife of Harvard President Nathan M. Pusey ’28. In 1973, Brita Stendahl, wife of then-Dean Krister Stendahl and a biblical scholar in her own right, reformulated the Ladies Lectures as Theological Opportunities for Women. The group incorporated lecturers from the new WSRP Research Associates and combined theological exploration with feminist consciousness-raising. Ecofeminist theologian Elizabeth Dobson Gray directed the program from 1978 until 2010. Photo courtesy of Andover-Harvard Theological Library 3In 1979, the 14th Dalai Lama made his first trip to the United States. His final stop, at the invitation of the Center for the Study of World Religions (CSWR), was Harvard, where he gave a lecture in Sanders Theatre and taught a seminar to HDS students in Andover Chapel. He returned in 1981, 1995, 2003, and 2009. Here, he is pictured with Robert Thurman ’62, A.M. ’69, Ph.D. ’72, an affiliate of the CSWR in 1978–79. Photo courtesy of CSWR 9Nicole Saxon, M.Div. ’12, performs the Yankadi/Makru, a common dance from Guinea, as part of the Wednesday Noon Service hosted by Harambee in 2012. Photo by Steve Gilbert 2Before coming to Harvard, Wilfred Cantwell Smith founded McGill University’s Institute of Islamic Studies in 1951, a program unique at the time for recruiting scholars of Islam, without whose perspectives he believed Islam could not be understood. In 1964, Smith was appointed director of the Center for the Study of World Religions, where he continued to bring scholars from different faiths together for common scholarly endeavor. Photo courtesy of Andover-Harvard Theological Library 11At the 2013 Seasons of Light celebration in Andover Chapel, students from 11 religious groups each lit a candle or candles in recognition of their tradition’s winter celebration. Usra Ghazi, M.T.S. ’15, who lit a candle for the Muslim faith, is seen behind the flaming chalice, the symbol of the Unitarian Universalist Association. Photo by Brian Tortora/HDS 7Churches were the original sites of HDS student internships and remain a major location for field education. Willie Bodrick, M.Div. ’14, currently serves as minister to youth and young adults at the Twelfth Baptist Church in Boston’s Roxbury neighborhood, where he did field education in 2013. Photo by Kristie Welsh/HDSlast_img read more

Jenkins converses with White House

first_imgBefore President Obama publicly announced each decision regarding the contraception mandate, a Holy Cross priest in South Bend received a phone call. University President Fr. John Jenkins heard from the White House prior to the original contraception mandate announcement in January and before the subsequent accommodation announcement earlier this month, University Spokesman Dennis Brown said.  “[Jenkins] appreciates the dialogue he’s had with the White House and will continue to keep the lines of communication open,” Brown said. Since he invited Obama to speak at Notre Dame’s commencement ceremony in 2009, Jenkins has been criticized for initiating dialogue with an administration that takes a pro-choice stance on abortion.  Now, as tensions between the Obama administration and Catholic leaders across the country rise over another right-to-life issue, Jenkins has engaged in a give-and-take conversation with the White House in an attempt to tackle unresolved issues with the contraception mandate.  The current version of the mandate requires insurance companies rather than religiously-affiliated employers to pay for contraception for employees. The Obama administration said self-insured employers, like Notre Dame, would be included in the exemption, but has not released specifics as to how this will work.  Brown said Jenkins welcomes conversations with the White House because respectful dialogue is the only path to resolving disagreements. “He has emphasized over the past three years that you can’t change society unless you persuade people, and you can’t persuade them unless you engage them in a respectful way,” Brown said. “So you don’t shun the person you want to persuade perhaps especially when that person is our president.” Nick Papas, a White House spokesman, said the Obama administration appreciates its relationship with Jenkins. “We deeply value Fr. Jenkins’ advice and counsel,” he said. “The White House also benefits from a number of Notre Dame alums who play an integral role in our Administration.” The spokesmen for the White House and Notre Dame declined to share specifics about the nature and extent of Jenkins’ relationship with the White House, citing those conversations as private. “It would be imprudent for us to get into an detail on these private conversations,” Brown said.  Sometimes, part of the conversation has meant pushing back. When Obama responded to opposition from religious groups earlier this month and announced a modification that put responsibility for funding contraception onto insurance companies, Jenkins released a statement saying the accommodation was a “welcome step toward recognizing the freedom of religious institutions.” But when the White House included Jenkins’ statement in a blog post of statements from organizations supportive of Obama’s accommodation, including Planned Parenthood, Notre Dame asked for Jenkins’ statement to be removed. “We asked the White House to remove it from their blog because, while he viewed the ‘accommodation’ … as a step in the right direction, he believes there is much still to be done and was not offering the same support as others who were cited,” Brown said.  Jenkins previously spoke out against the original proposal for the contraception mandate.  When the Department of Health and Human Services (HHS) opened the original rule up for comment, Jenkins sent a letter to HHS Secretary Kathleen Sebelius in September asking that Notre Dame and other religious institutions be exempt from providing contraceptive services. “This would compel Notre Dame to either pay for contraception and sterilization in violation of the Church’s moral teaching, or to discontinue our employee and student health care plans in violation of the Church’s social teaching,” Jenkins wrote. “It’s an impossible position.” Jenkins has since worked with the Obama administration to resolve this “impossible position.” In addition, he has been in conversation with Church leaders at a national and local level. “He also has been in regular conversation with Cardinal [Timothy] Dolan, president of the U.S. Conference of Catholic Bishops, and Bishop Kevin Rhoades from the Diocese of Fort Wayne-South Bend as we work together in a united effort on this issue,” Brown said. Brown said the University plans to discuss specifics as to how the contraception mandate will affect Notre Dame in the near future. In the mean time, Jenkins will remain in communication with the White House, he said.   “There will continue to be engagement with the administration on this and other issues,” Brown said.last_img read more

American Psycho Musical Confirms Spring 2016 B’way Bow

first_img American Psycho After a bloody good run in London, a canceled off-Broadway engagement and months of rumors, we now have confirmation the American Psycho musical adaptation will land on the Great White Way this season! Check out this Hot Shot of the production’s art; previews will begin in February 2016 and the tuner is set to officially open in March. Based on the novel by Bret Easton Ellis, the show will be directed by Rupert Goold and feature music and lyrics by Tony and Grammy winner Duncan Sheik and a book by Roberto Aguirre-Sacasa. No word yet on theater or casting, but Benjamin Walker has been circling the project for some time… View Comments Related Shows Show Closed This production ended its run on June 5, 2016last_img read more

Dean Honored.

first_imgGale Buchanan, dean and director of the University of GeorgiaCollege of Agricultural and Environmental Sciences, has been nameda 1999 Leader of the Year by ProgressiveFarmer magazine.ProgressiveFarmer editors first began naming Leaders of the Year in1943. The awards are based on the leader’s positive impact onagriculture and work in the person’s own state.A native of Madison County, Fla., Buchanan grew up on a diversifiedfarm. He earned bachelor’s and master’s degrees from the Universityof Florida and a doctorate in plant physiology from Iowa StateUniversity.For 21 years he was a member of the Department of Agronomyand Soils faculty at Auburn University. His primary teaching andresearch responsibilities were in weed science.While at Auburn, he developed and taught the university’s firstweed science course. His research on how weeds affect crop yieldscontinues to benefit farmers in the Southeast today.In 1980, he became dean and director of the Alabama AgriculturalExperiment Station. He moved to Georgia in 1986 to accept thepositions of associate director of the Georgia Agricultural ExperimentStations and resident director of the Coastal Plain ExperimentStation.Five years ago he assumed his present position as CAES deanand director.In Buchanan’s commendation, PF editors cite Buchananfor “leading the charge in ensuring that land-grant ag collegessurvive and endure in our society.”The editors also applaud Buchanan for confronting critics whosay only 20 land-grant ag colleges in the United States will beneeded by 2020.”As ag colleges face challenges in the form of immediatebudget concerns and questions over their long-term viability,”the editors write, “Gale Buchanan can be counted upon asa solid champion for their cause.”Besides his career in agriculture, Buchanan was a distinguishedmilitary graduate from the University of Florida ROTC program.He went on to serve in several military roles, including commandantof the Alabama Military Academy. He served in the Army NationalGuard for more than 35 years and retired in 1991 with the rankof colonel.last_img read more

Just how bad is it for credit unions?

first_img 5SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr Those of us hoping that an analysis of the impact that Dodd-Frank regulations were having on credit unions and community banks would help bolster the case for regulatory overkill were sadly disappointed to read a recent report detailing the impact that Dodd-Frank. While acknowledging the concerns of small bank and credit union representatives, it concluded that it is too soon to definitively say whether smaller financial institutions are facing headwinds because of Dodd-Frank or macro trends unrelated to regulations.  Nevertheless, the GAO was willing to note:The numbers of both full-time and part-time employees generally have decreased since the third quarter of 2010.Noninterest expenses as a percentage of assets are generally the same for credit unions of different sizes and generally have decreased for credit unions of all sizes since the third quarter of 2010.Smaller credit unions tend to have lower earnings as a percentage of assets than larger credit unions, but earnings at credit unions of all sizes generally have increased since the third quarter of 2010. continue reading »last_img read more

3 P’s to reclaiming member service superiority

first_imgBy now many of you have probably read the alarming results of consumer satisfaction in financial services in today’s environment. For the rest of you, you may want to sit down before reading further.The highly respected annual survey published by the University of Michigan, the American Consumer Satisfaction Index (,  compares satisfaction scores across all industries, including financial services. Within the “Financial Services” category, it further breaks down results into banks, community banks, and credit unions.The 2019 report showed that, for the first time EVER, credit unions ranked below banks in consumer satisfaction. Bank score = 80; credit union score = 79. While one point isn’t that big of a deal, this point is a huge deal: the credit union score has been steadily declining the previous five years in relation to banks. After a +9 point margin in 2014, the credit union advantage has dwindled to +5, +2, +1, and +0 since.Further, a deeper dig into the results shows that credit union scores dropped further in almost every service category compared to banks, including loyalty-building categories like “ease of opening accounts” and “problem resolution”.While these eye-popping findings shouldn’t lead to panic, and it certainly isn’t the case at every credit union, they should get every CEO laser-focused on taking immediate action in 2020 to move the needle back in the positive direction. Here are three general and critical areas to center your attention:PeopleIn previous articles, we’ve presented numerous ideas about improving the culture for your employees and optimizing their engagement. In addition, we’ve shared ideas for enhancing the member experience and making that experience a positive differentiator. Whatever excuse you’ve had in the past for not acting on those ideas needs to go away … stop delaying and start changing.Everything should pivot off of people – employees and members! Strategic plans, tactical initiatives, budget allocation decisions, and goal setting all need to be people-focused. Challenge yourself with the question, “What else do we need to do to completely maximize our employee and member experiences?Regarding staff, do the following:Stop making excuses for underperforming employees, including long-tenured ones. If they’re in the wrong roles, get them into the right onesEstablish clearly defined expectations for performance and hold everyone accountable to adhering to them – stop over-paying for under-performanceProvide as much investment in development as possible – making sure it’s development that will make employees better contributors to your cultureFor members, do the following:Mine your data and find out as much about your members as possible, especially how they like to do business with you – there’s gold in that data if you dig for itKeep your finger on the pulse of member performance and behavior, especially the most valuable ones. Gather their feedback and suggestions at every touchpoint and act on the resultsReach out to members on a consistent basis with a genuine, sincere “thanks!” How often do you hear thanks from a retail business? It sure makes a big difference when you doPlaceAs a consumer it’s impossible to not notice how retail environments have changed over the past 10-20 years. Look at your local Macy’s store today and contrast its layout from 2000. Compare a Tesla showroom today to a Ford dealership in the past. Think about a Nike store compared to a sporting goods store 20 years ago. Most restaurants and hotels have changed dramatically during this time, especially those in the popular mid-price range.In each example, the physical store changed but so did the people, feel, and image. It’s not just about colors or furniture or wallpaper; it’s about the experiences created by the physical environment. The way retail establishments have changed recently is the same way credit unions need to change today. Modify the physical environment however necessary to create the type of new, fresh experience today’s consumers expect.Specifically, look at:Branches – does your environment look like 2020 or 1920? There are a lot of efficiencies that can be gained from a refresh in addition to creating a more memorable experienceCall center – most people think calling a business is a negative experience – long wait times, employees who are hard to communicate with, being transferred, never ending recordings – stand out for the right reasons by making your contact center a pleasant experience for all callersWebsite – it doesn’t have to be flashy, but it shouldn’t be text-on-screen, either. In many cases, your website is the first impression a consumer has of your company; what message is it sending about your brand and what expectation is it setting for their experience with you?Online & Mobile – while relatively new tools in our industry, it’s amazing how many of them look so old. If you’re going to drive members to e- and mobile-channels, make sure they feel modern and deliver a positive experience or they will actually turn consumers awayProcessThis component is all about being fast, easy, and efficient. In some cases, technology will make up much of the solution; but, in most cases, simple re-engineering will suffice. Look at every process in your credit union and put it through a detox program. Immediately supplant the “we’ve always done it this way” mentality with a high spirited “let’s find the best way!” attitude.In the past we’ve been able to expect the member (and potential member) to do business with us on our terms. For the most part, they remained loyal – sure, they complained a bit, but they generally stuck it out with us, in spite of some hiccups. However, those days are over … tomorrow’s consumer will not be complacent. They’ll simply say, “Goodbye.” How many current and prospective members can you afford to say goodbye?Here are some ways to get them to say, “Hello”:Number of steps – don’t overcomplicate what should be a simple transaction (i.e., opening a new account, getting a simple loan); if it currently takes 20 steps to do a transaction, try to do it in 10 or 5 – and free up time to do more with each member interactionConsistency – provide an equally positive experience across all delivery channels – don’t let a member have one experience at branch A and a different one at branch B; today’s consumer expects a consistently positive experience regardless of how and where they interact with youLanguage – we live in an industry full of acronyms and jargon, but the consumer doesn’t care. They want to clearly understand what we’re telling them and expect of them; so simplify your language and shorten your documents to minimize concerns they may haveThere’s a lot more depth to the 3 P’s but these suggestions can get your team started on the path to reclaiming that top spot in member satisfaction. Remember, if you don’t take care of your members and create the best experience possible, someone else will (and, apparently, the banks have been!).Let us know what you think about the ACSI results and how your credit union is responding – we’d love to hear what’s working and not working to best serve your members and claiming the top satisfaction spot in your market. We can be reached at 2SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Paul Robert Paul Robert has been helping financial institutions drive their retail growth strategies for over 20 years. Paul is the Chief Executive Officer for FI Strategies, LLC, a private consulting company … Web: Detailslast_img read more

Return journey

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