Perhaps at no time is an organization’s culture more on display than during a crisis. Jayne Hitman and Paul Robert assist credit unions in shaping their cultures to shine at just these moments.

Hitman is national relationship manager for CUNA Creating Member Loyalty^TM (CML), a comprehensive development strategy with expert guidance focused on increasing employee engagement and the member experience.

Paul Robert is CEO of FI Strategies, LLC, a strategic partner for CML.

Hitman and Robert will appear regularly on the CUNA News Podcast in a new series on service culture.

In this episode, Hitman and Robert discuss the value of communication during a crisis and how leadership can shape an organization’s direction through intentional, transparent messaging. As Hitman says in this interview, “Keep it simple and focus on your people.”

You can listen and subscribe to the CUNA News Podcast in Apple’s iTunes Store, Spotify, Google Play, and Stitcher Radio.

In this episode:

1:30: Advice for leaders during challenging times

4:30: How credit unions can attract quality employees

7:10: Why technology has been a differentiator during pandemic

9:22: How credit unions have adjusted to the “new normal”

13:47: Why collaboration is more important than ever

15:11: Maintaining transparent communication with employees and members

19:20: How credit unions can show their appreciation for employees