Defense, Rebounds, and Picks
Written by Anthony Demangone
Yesterday, I was on a conference call about data analytics.
The discussion settled onto a big question: What is the best way to know your member or customer?
People were arguing for surveys. Or data analytics. Or in-person visits. Or this. Or that.
I chimed in, saying that everyone was right, in a way.
I saw "knowing your member" as a never-ending quest that was assisted by all of those things. Data analysis. Surveys. Visits. User groups. The sign-up process. All of it was important as part of an overall strategy.
It made me think of basketball. (Kate and Briggs are both playing right now.)
What is more important - offense or defense? And on offense, what is more important - passing, picks, shooting or rebounding?
To me, good basketball is like a symphony. Many small things adding up to a beautiful sound. The best basketball teams? They play good defense. Offense. They hit the boards. They move the ball. They are selfless. They play "together."
And so it is with knowing your members. Or a well-run branch. Or a solid compliance division.
Many people play a part. An important part. A good conductor, coach or leader will appreciate every role and get the best out of it.
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About the Author
Anthony Demangone, Executive Vice President and COO, NAFCU
Anthony Demangone, NCCO is Executive Vice President and Chief Operating Officer at NAFCU, where he oversees day-to-day operations and manages the association's education, marketing, membership, human resources, building facilities, finance and information technology functions. He also authors NAFCU's executive blog, Musings from the CU Suite and co-authored "Managing and Leading Well," a book for credit union leaders, with NAFCU President and CEO Dan Berger.