The Credit Union Leadership Podcast · 2026-05-19 · 34 min
This episode gives listeners an inside look at one of our ServiStar Trainer Mastermind Groups, where certified trainers unpack how to teach Service Excellence more effectively. Scott is joined by Josh Sweeney from Kemba Credit Union and Heather Fritz from Dow Credit Union for a practical conversation about what truly moves members from simply satisfied to deeply loyal. Along the way, they explore meaningful and memorable moments, the CARE model for service, empathy that leads to action, and how consistency and competence shape the member experience. Whether you are a trainer, current leader, or aspiring leader, this conversation will challenge you to think more intentionally about the service culture you are building. What you’ll learn: How to move members from being merely satisfied to becoming loyal advocates by helping them not only receive value, but feel valued. Why meaningful and memorable moments, empathy, and listening with your whole self are essential to delivering exceptional service. How leaders can build consistency and competence across teams by tying daily behaviors back to purpose, attitude, and ownership.
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