Credit Unions in Canada: Design Principles for Greater Co-operation

Murray Fulton, Brett Fairbairn, Dionne Pohler

The credit union system in Canada is at a crossroads. The following quotations from Central 1’s October 2016 report If not now, when? illustrate the challenges nicely:

Canada’s Credit Union system is approaching a tipping point. As the small player in the national financial services sector, Credit Unions are being consistently outpaced by the scale and marketing strength of the major banks.… Continue reading

Organizational Listening: A Framework for Revitalizing Co-operative Engagement?

Amanda Sampson

“Communication is a two-way street” is often touted as a guiding principle of success. Public and private organizations, including co-operatives, invest large sums in public engagement and rely on social media to allow stakeholders to “have their say.” Yet, do organizations actually embody this two-way street by responding to what their stakeholders are saying? As participation-based organizations, co-operatives should be aware of recent research that argues industry communication standards are perpetuating a “crisis of listening” that undermines key stakeholder relationships. Continue reading

Banking on the Upsell: Lessons for Credit Unions

Dionne Pohler

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Across Canada and the United States, major banks are facing public scrutiny after media reports that employees feel intense pressure to mislead customers in order to meet unrealistic sales targets and avoid losing their jobs. Is this an opportunity for credit unions to show that they treat their members — their customers — differently? Continue reading