Chrome

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. 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.

Ways We Can Help You

Consulting / Training

We offer consulting for customer experience, culture change, and company culture. Our training sessions are both practical and inspiring; the event builds practical skills and knowledge as well as true employee engagement.

Keynote Speaker

Micah is one of the best-known keynote speakers on customer service, the customer experience, company culture, 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.

Writing & Content Creation

Micah provides businesses with content creation, co-writing/ghostwriting (articles and books), business and corporate writing, thought leadership and brand building. Micah is considered a leading influencer, thought leader, and subject matter expert.

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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