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Cubus Solutions Newsletter: September 2015


Customer Service lessons from Howard Schultz

Starbucks CEO, Howard Schultz was in the news a couple of weeks ago because he sent an email to his employees after the stock market made a correction (the first of many) on Monday. It was just another example of his stellar leadership, calming the troops and keeping them focused on the customer and customer service. Although some media outlets called the email “bizarre”, I think it’s pure genius. Love him or hate him, Schultz makes a difference. What can we learn from his email? That we should stay connected. To our staff. To our customers (in your case, your members). Leadership and culture start at the top. Schultz didn’t have to send that email to all 190,000 of his employees, but he took the opportunity to exert positive influence – in this case, inspiring his “partners” to improve their customer service on what could have been a depressing day for many. If you wonder how much of a role that plays in the long run, think about this: How did Starbucks become the largest coffeehouse company on earth? Is their coffee that much better? Probably not. It’s the culture they have built that makes people around the world seek "the Starbucks experience." Schultz's leadership, with his attention to customer service, is a huge part of that.

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~John-Ashley Paul, President/CEO

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Entrust Financial Credit Union is the latest to go live with Cubus One. Entrust, headquartered in Richmond, VA, has over $75 million in assets and over 10,000 members. We welcome Entrust to the Cubus family.

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Expanded Mobile Capabilities Added to Cubus One

Rolling through product enhancements, Cubus One now offers mobile quick balance and mobile registration in the new 2.2 version. Mobile quick balance lets members see their account balances before they log in with a quick swipe of their smartphone. The mobile registration allows members to sign up for your online banking from their mobile device.

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Cubus Customers Recognized by CUNA

The most prestigious annual credit union industry competition, the CUNA Diamond Awards, recently recognized and rewarded creative excellence and outstanding results in credit union marketing. Congrats to the following Cubus customers that made it to the list and the category or categories in which they received the award. A special shout out to FAA, who won in four categories! If you are interested in specific campaigns, they are click-able down to the winning marketing materials. Congratulations to them all!

  • Capital – Community PR
  • Diamond – Brand Awareness
  • Entrust – Social Media
  • FAA – Community PR/Complete Campaign/Financial Education/Segmented Marketing
  • Greater Iowa – Direct Mail
  • New England Financial – Membership Packets/Brochures
  • Oregon Community – Social Media
  • Red Canoe – Complete Campaign/Direct Mail
  • Security Plus – Direct Mail
  • United Federal – Digital Advertising/Television
  • Unity One – Brand Awareness
  • Velocity – Complete Campaign/Plastic Access Card Design
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What We're Reading

Are you fulfilling your credit union’s brand promise? - A strong brand promise is one that connects your credit union’s purpose, positioning, strategy, people and member experience. It enables you to deliver your brand in a way that connects emotionally with your members and differentiates your brand. CUNA demonstrates ways to fulfill your brand promise in six steps.
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