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Employees high-five Engaged office employees

Member loyalty is essential to your credit union’s financial success and sustainability. It’s the quality of the member experience that leads to achieving financial results, and your employees drive the member experience. Their actions matter most. The classic Harvard Business Review article, “Putting the Service-Profit Chain to Work,” describes the relationships among fundamental drivers of business success. It is as fresh and relevant now as when it was written in 1994. Simply stated:

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