NAFCU Journal September October 2021

13 THE NAFCU JOURNAL September–October 2021 Once you determine what your MOTs are (and by the way, the only person who knows what they are is your member), it is essential that you create processes, procedures, checks lists, and lots of training around how to deliver your MOTs with excellence consistently. Index toAdvertisers ACES Website: acesquality.com .................................. C2 AdvantEdge Analytics Website: www.advantedgeanalytics.com ....... 9 DefenseStorm Website: defensestorm.com ..............................39 FIS Website: fisglobal.com ....................................... C4 Gallagher Website: www.nafcu.org/gallagher .................35 Lendkey Website: lendkey.com/lend ................................. 4 Origence Website: origence.com ........................................ 23 Q2 Website: q2.com ................................................... C3 TruStage Website: cunamutual.com/life ...........................14 Securian Financial Group Website: securian.com .......................................... 7 Your credit union might have something different, but if you agree with me, these five are essential to member satisfaction; the question is, are we truly world-class at consistently delivering these items with excellence? John Spence is recognized as one of the top business and leadership experts in the world. He is an instructor at the NAFCU Management and Leadership Institute and has worked with credit unions across America for more than 15 years. To find out more, go to johnspence.com