CUNA News
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • Credit Union Magazine
    • Buyers' Guide
    • COVID-19
    • Digital Edition
    • Credit Union Hero
    • Credit Union Rock Star
    • Subscribe
    • Advertise
    • Contact
  • Advertise
  • Topics
    • Community Service
    • Compliance
    • Credit Union Hero
    • Credit Union Rock Star
    • Credit Union System
    • Directors
    • Human Resources
    • Leadership
    • Lending
    • Marketing
    • Operations
    • Policy & Issues
    • Sales & Service
    • Technology
  • Awards
    • Nominate Credit Union Hero
    • Nominate Credit Union Rock Star
  • Podcasts
  • Videos
  • Contact

News

Home » PODCAST: Empathy as a differentiator
Sales & Service Podcast

PODCAST: Empathy as a differentiator

The facility to understand others’ emotions shapes an organization’s culture.

August 12, 2020
Ron Jooss
One Comment
Jayne Hitman and Paul Robert

During a time when our country is experiencing a national health emergency, economic decline, and civil unrest, consumers and employees are feeling anxious and uncertain. Empathy is a word that we hear more often in terms of creating value for an organization’s culture.

“Empathy is ultimately about stepping into somebody’s else’s shoes and understanding their emotions,” says Jayne Hitman, national program manager for Creating Member Loyalty (CML), a development strategy program from CUNA focused on increasing employee engagement and the member experience.

With that understanding, organizations are better able to propose solutions, engage employees, and capture members’ loyalty, according to Paul Robert, CEO of FI Strategies, a strategic partner of CML.

As Robert says, empathy is nothing short of a differentiator for organizations in today’s marketplace. It’s a way to attract and retain top talent and enhance the member experience.

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

In this episode:

1:54: Defining empathy

3:26: What can be done to support the member journey

5:52: How empathy impacts the member experience

10:50: How empathy plays into coaching employees

13:28: How empathy affects teamwork

16:44: Empathy as a differentiator

20:08: Why empathy is important for our entire culture at the current time

KEYWORDS podcast

Post a comment to this article

Report Abusive Comment

Credit Union Magazine: Spring 2023

Spring 2023

Credit Union Magazine’s Spring 2023 issue features the 2023 Credit Union Heroes and examines CUNA-League advocacy priorities, board leadership, the impact of financial well-being efforts, fee-related compliance issues, predictions for the year ahead, and more.
Digital Edition •  Subscribe

Trending

  • Compliance: FinCEN issues issue BOI reporting guidance

  • Bill would establish ‘appropriate compliance timeline’ for section 1071

  • CUNA Mascot Madness: One semifinal set; Vote for the best in the West

Tweets by CUNA_News

Polls

CUNA Mascot Madness: Which South Region mascot is your favorite?

View Results
More

Champion for the Credit Union Movement

Credit Union National Association is the most influential financial services trade association and the only national association that advocates on behalf of all of America's credit unions. We work tirelessly to protect your best interests in Washington and all 50 states. We fuel your professional growth at every level and champion the credit union story at every turn.

More CUNA

  • Membership
  • Contact Us
  • Careers

Resources for

  • Credit Union Advocates
  • Leagues
  • Press
  • Providers

Our Affiliates

  • American Association of Credit Union Leagues (AACUL)
  • Credit Union Awareness
  • Credit Union House
  • CUNA Strategic Services
  • National Credit Union Foundation
GET CUNA UPDATES
© 2023 Credit Union National Association | ADA Compliance Notice & Legal
Email Us