A group of Mid-Atlantic credit union leagues are ramping up theindustry search for the ideal “service culture” next year by usingthe Ritz-Carlton Hotel chain as the model at a special CEO Summitin Florida.
In the past, the annual CEO Summit was organized by thePennsylvania Credit Union Association as a mid-winter leadershipconference and over the years it began adding more area tradegroups to the mix.
So on Jan. 17-20, the CEO Summit will have its largest number ofleague participants-six-and a lead topic will be developing a “highclass” system for reaching out to consumers with Ritz Carltonexecutives providing the input.
“In our view the Ritz-Carlton model for service is top-of-the-lineand those in credit union leadership positions have something tolearn from them,” said a PCUA spokesman in detailing plans for theconference to be held, where else, at a Ritz-Carlton hotel on KeyBiscayne.
Joining in CEO Summit sponsorship are the Delaware Credit UnionLeague, Maryland/DC Credit Union Association, New York Credit UnionAssociation, New Jersey Credit Union League and the West VirginiaCredit Union League.
The key speaker from Ritz-Carlton will be Jeff Hargett, director oflearning and content development. Also on the program which focuseson CU strategies for 2010 will be Chip Filson, president ofCallahan & Associates.
James McCormack, president/CEO of PCUA, lauded the hotelorganization for its role in servicing the worldwide tourist trade,adding, “as credit union leaders we pride ourselves on providingthe highest level of member services in the financial servicesmarketplace.
Thus, he said, CU leaders can gain from Ritz Carlton a way to“instill and reinforce a world-class service culture.”