2013 Joint Research Symposium brought to you by Canadian Central and The Filene Research Institute (Filene)
The International Symposium on Measuring Credit Union Performance
The 2nd Annual Research Symposium on May 10, 2013 at the University of Toronto’s Rotman School of Management is designed to be highly interactive. The symposium will bring together credit union system leaders with high profile speakers who will be presenting research that revolves around two questions:
- With a rapidly changing regulatory, payments and capital environment, what does the future look like for credit unions?
- Given this environment, what types of tools can credit unions use to assess their financial performance, human resource management or brand development relative to peers inside and outside the sector?
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Dr. Dennis Campbell is a professor of Business Administration at the Harvard University Business School. Professor Campbell will explore how to measure and, more importantly, how to prioritize channel investments given consumer demand for excellent product and service delivery in an ever-increasing number of channels.
Lerzan Aksoy is an Associate Professor of Marketing at Fordham University. Professor Aksoy will talk about her work, recently featured in the Harvard Business Review, into the shortcomings of traditional loyalty measures such as net promoter scores and member satisfaction ratings. Her session will outline her alternative Wallet Allocation Rule and, using credit union case studies from her forthcoming Filene report, illustrate how leaders can differentiate between factors that merely drive satisfaction and those that drive greater share of wallet.
Dr. Nick Bontis is director of the Institute for Intellectual Capital Research Inc. and a professor at McMaster University in Hamilton, Ontario. Dr. Bontis will share some early results from his Canadian Central-Filene study that measures and compares how Canadian and U.S. credit unions manage their human resource practices especially with respect to passing along the knowledge of senior employees to newer staff.
Mark Degotardi is the Head of Public Affairs for Abacus, the trade association for Australia’s credit union system. Mark has worked in the Public Affairs team at Abacus since 2003. Mark will provide an overview of how the Australian credit union system has evolved over the last twenty years, what it has done to get the attention of government, and what the system is doing to face new challenges related to regulatory burden and capital requirements.
Mike Higgins, Jr. is a partner in the firm of Mike Higgins & Associates (MHA) and former consultant at Deloitte. He specializes in helping financial services firms manage their performance. At the Symposium, Mike will be sharing his approach to benchmarking credit union financial performance as outlined in a recent Filene/Canadian Central publication on the topic.
Dr. Hope Schau holds the Gary M. Munsinger Chair in Entrepreneurship and Innovation at the Eller College of Management, University of Arizona. An award-winning instructor, she teaches Marketing Management, Managing Marketing Communications, and Social Media Marketing Strategy in the Eller MBA programs. Dr. Schau will be discussing results from her Filene study on how credit unions can measure their brand brand strength – and the overall strength of the credit union brand – by drawing on Internet and social media discussions, instead of traditional public opinion polling.
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