CHROME FSB: Bank/Credit Union Customer Service Transformation

CHROME is an innovative credit union in Washington County, Pennsylvania with three physical locations and a strong digital presence in its marketplace. As part of a major rebranding, which included a name change and facilities overhaul, CHROME engaged us to work with them to take their customer service (“member service,” in credit union parlance) to a never-before-achieved level.

Bank representative showing a customer how to use the touch banking kiosk
Our work for CHROME included developing and implementing a unique onboarding process for new employees, creation of a “people doctrine” with the aim of making CHROME the regional employer of choice, creation, in collaboration with CHROME, of a new Customer Service Philosophy, training design, training of all employees, both customer-facing and internal, leadership training, and train-the-trainer. Following on the heels of our work, CHROME has been awarded multiple local and regional awards, including the coveted Circle of Excellence award from NBRI; the Best Credit Union designation in its trade area; and Best Mortgage Lender, for which they bested such national players as PNC and other banks 50 to 100 times the size of CHROME.

“The service revamp we undertook with Micah Solomon & Associates created an elevated level of Member Service that’s an essential part of CHROME FCU. Our unique service standards and approach have been universally applauded and even imitated by our competitors. On the heels of the service revamp, we’ve been twice named winners of “Best Credit Union” as well as “Best Mortgage Lender,” beating out even PNC Bank, a national bank 500 times our size.”

Robert J. Flanyak, CPFC®

President, Chief Executive Officer
CHROME • Banking That Shines

Ways We Can Help You

Customer Service and Customer Experience (CX) Consulting and Training

We offer consulting in the disciplines of customer experience (CX), customer service, culture change, and company culture, ranging from modest “refreshes” to full-on transformation initiatives led by Micah Solomon, whom Inc. Magazine  calls “The World’s #1 Customer Service Turnaround Expert.”

Our training approach is both practical and inspiring. It’s designed to build practical skills and knowledge as well as the employee flexibility and empathy that lead to true “wow” moments and inspire customer engagement and loyalty.

Keynote Speaker, Webinar and Podcast Host, Digital Training/Learning

Micah is one of the best-known keynote speakers on customer experience (CX), customer service, company culture, leadership, and innovation. He also offers half-day workshops, webinars, and training, always customized to your specific audience, business situation, and challenges. Micah travels throughout the U.S. and the world.

Digitally, Micah is available as a webinar creator/host and podcast designer/host as well as offering customized digital learning/training.

Executive Content Creation and Ghostwriting, Influencer, Subject Matter Expert (SME)

Bestselling author Micah Solomon offers content creation, co-writing/ghostwriting (full-length business memoirs, biographies, and thought-leadership books; lead-generating ebooks; articles and blog posts), corporate writing, and brand building.

Micah is considered a leading influencer, thought leader, and subject matter expert (SME) on customer experience (CX), customer service, company culture and culture change, general business, SMB, entrepreneurship, leadership, marketing, and innovation.

Micah also offers customer service expert witness service, litigation consulting, and case review services in the areas of customer service and the customer experience.

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