Internal culture encompasses the personality of your credit union – what you collectively value, how you do things, your commonly held beliefs and expectations. It manifests itself everywhere: in how your employees treat one another, the care they take in performing their jobs, and the way they treat your members.
An organization’s senior leadership is directly responsible for defining its culture and typically has a significant influence on the organization's culture- but remember that culture also reflects the collective mindset of employees. When your employees understand and embrace your organization’s culture, it translates into a better and more consistent member experience. Consistently good experiences build trust and loyalty, which in turn build business.
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