How to reduce member churn in 6 days

first_img 15SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Chris Hall Chris Hall is very fond of the Internet and enjoys all aspects of digital marketing. He leads the inbound marketing and customer development efforts at Onovative, a company that believes … Web: Details One of the best ways to grow faster is to slow the rate at which you’re losing members, or slow your product churn. Churn is the percentage of members who leave a product or service over a given period of time. The end result is a percentage, so a low number is better. 100% churn would mean that you’re losing 100% of your members from a given product or service in a given timeframe. And that would be bad.Here is how to calculate basic churn at the product level for a given period of time:# Existing Accounts Closed During Period / # Accounts at Beginning of PeriodThink of product churn as a hole in your boat. When you calculate the rate of churn on each of your products, it will become painfully obvious where the biggest holes are in your boat. Depending on your overall strategy, the biggest holes can be a great place to start. Once you’ve identified a product or service to begin with, you’re going to want to start communicating with people. And if you’re able to communicate over these six, distinct days after account opening, you should be able to learn what you need to do to reduce your product churn for that product.So without further ado, here are the six days of communications you need in order to begin reducing product churn:Day 1 –  Account Opening SurveySending out a survey the day after account opening is probably the single most important thing you can do to start reducing churn. That’s why we’re doing it on day one of the product relationship. Surveying allows you to gain an understanding of your account opening process from the eyes of the member and catch problems early. This knowledge will ultimately help you streamline the account opening process, so this day one survey is critical.Day 2 – Account SpecificsPack everything the member needs to know about the account into this communication. And make sure that every detail is accessible. A great way to structure this communication is with an automated email that links out to key pages on your website with product details. But you can also pack everything into the communication for the member to save and reference over time.Day 14 – The Follow-UpYou should be thinking about following up two weeks into the product relationship. This can be over email or direct mail…but you just can’t beat the follow-up phone call for one big reason. The personal touch. Hearing the tone and inflection of the member’s voice on the other end of the phone as they talk through issues or needs is extremely important. Schedule a follow-up phone call and start grabbing all of that context, while further strengthening the bond between the member and their personal banker.Day 30 – What’s Next?We’re now a month into the product relationship and there are a number of “go-with” products that can and should be promoted. Be smart here. An auto loan is not necessarily a “go-with” product for a new checking account. But direct deposit, online banking, and bill pay are. Think of products that can enhance the member’s overall experience and only show them offers to products they don’t already have set up at this point in time.This is an easy level of personalization that shows you know and value each of your relationships.Day 60 – Ask for a ReferralIt never hurts to ask, and it’s a great time to ask for a referral after you’ve taken care of the member’s needs. It’s also a nice way to know where you stand with your members…getting a lot or very few referrals is telling, in and of itself.Throw an incentive for referrals into the mix and keep track of your conversion percentage over time. Similar to the survey after account opening, you can use referral percentages as a proxy to learn if you have deeper problems.Day 90 – First Cross-SellThis is the transition point into a perpetual, quarterly, or bi-annual cross-sell campaign. Keep in mind that your members are probably looking at your financial institution through a specific lens. If their primary relationship with you is through a loan, then they’re looking at you through a lending lens. Great cross-sell offers would be other lending products.However, if the member’s relationship is primarily deposit focused, like with a checking account, then other deposit products make great cross-sell offers. Feel free to mix and match your cross-sell offers throughout the year, but work to make them timely and relevant to each individual member.Start Reducing Churn TodayThese six days worth of communications over the first 90 days of the product relationship are crucial for reducing churn. We’ve built some best practice product onboarding schedules along with sample messaging that you’re free to download here.You can definitely send these communications out manually, or enlist the help of an automated communication platform to do your dirty work for you.Either way, here’s to a future with less product churn and more growth.last_img read more

How to better manage your time

first_img 27SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,John Pettit John Pettit is the Managing Editor for John manages the content on the site, including current news, editorial, press releases, jobs and events. He keeps the credit union … Web: Details Do you ever feel like you have too much on your plate? Maybe you’re not using a big enough plate. In other words, do you truly have too much to do? Or are you simply not managing your time well. If you’re having difficulty with time management, here are a few ways you can get back on track…Do your research: You may think you know exactly how much time you have free and how much time you need to get things done every day, but it’s not always easy to be accurate with those estimations. Spend some time keeping a detailed record of your daily tasks and the other productive activities that fill up your day. Once you’ve gotten rid of the pointless things that can waste your time, you’ll have a greater understanding of how much time you have available and how much time you really need each day.Make a schedule: If you do a thorough job of planning out your day, you should end each day feeling super productive and accomplished. Make sure that you’re not only blocking out time for co-workers and clients, but also time for yourself to complete the things you have on your list. If you’re not finding time to scratch things off your to-do list, you’ll never catch up.Find your weak spots: Everyone wastes a little time every day. For some it’s in the morning, for some it’s closer to quitting time, and for others it’s at other random times during the day. If you’re having trouble getting all of your tasks accomplished every day, figure out where your weak spots are, and be more mindful during these hours.last_img read more

Sisyphus* had it rough, but credit union CISOs may have it worse

first_img*Sisyphean. This term for a task that is endless and ineffective comes straight out of Greek myth. In Greek mythology Sisyphus was punished by being forced to roll an immense boulder up a hill only for it to roll down when it nears the top, repeating this action for eternity. 1SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Greg Crandell Greg Crandell provides strategy, market planning, business development, and management consulting to financial technology firms and their clients – Credit Unions and Banks. For more years than he wishes to admit, … Web: Details Every year organizations everywhere, including credit unions and the world’s most sophisticated companies, increase their investments in the best firewalls, industry leading antivirus software, strong cybersecurity education programs, and top cyber talent, all to create robust defense policies and monitor their infrastructures. Yet these companies constantly experience intrusion events attributed to malware that compromise their reputations and threaten their business models. How is this possible?The Blind SpotAll day, every day, credit union and other IT security teams are working to plug holes, prevent intrusions, monitor applications and systems, find and deploy the latest and greatest tools to help them, all in an effort to prevent cyberthefts; but, even with all of this effort, “53% of IT security leaders don’t know if cybersecurity tools are working, despite an average of $18.4 million annual spend,” Business Wire (July 30, 2019).  Why don’t they know?Every car has a blind spot — an area where visibility is compromised. Security solutions have blind spots too. Maybe your blind spot prevents you from seeing hard-to-find threats or detecting compliance issues down the road. Wherever they exist, blind spots compromise your security team’s ability to identify, protect against and respond to threats in a timely manner.And, when it comes to IT security blind spots, the security industry has created and nurtured a huge one. The security industry has practically given up on stopping malware attacks (especially the fast-growing malware attacks driven by creation of dynamic codes, visible only inside an application) and has, instead, focused on detection and restoration rather than prevention.Since AV  (“anti-virus”) products are blind to how these attacks have hidden themselves in applications, these attacks need to simply change their behavior just enough not to be caught by AV products that are looking at after the fact execution artifacts of these attacks.  And, of course, there are an infinite number of ways attackers can do that all the time. But, by surrendering to the inevitability of these attacks, IT security teams have created a “Sisyphean environment” where they find themselves always at work, never at rest, and never fully finishing the job of protecting their environment.How does malware get into your credit union’s system?Malware makes its way into your systems via many paths, including:Through unpatched, unknown (0-day) or known but unpatchable flaws.Through a benign-appearing executable run on the system.Through social engineering means.Through hidden backdoors and attacks on the software supply chain.And because we too often lack the visibility to see it and the ability to curtail it, the most malicious malware can find a home in your system, hide from any and all work you do to discover it, then launch and do its damage for far too long before you can act to curtail it.Malware attacks via your programs’ memory are your worst “nightmare”In 2019, according to an IBM sponsored study, it still takes 206 days for security teams to find their most advanced threats — and another 73 days to remove those threats from the network.  Wow! Financial sector performance regarding identifying and containing a data breach is better than any other industry sector studied by IBM (Ponemon Institute, “2019 Cost of a Data Breach Study,”  However, the average number of days to identify and contain a data breach in the financial industry was 177 and 56 respectively.  It took, on average, 233 days to find and contain the damage from a data breach. Nearly eight (8) months!The fastest growing form of attack sits in your blind spot.The new malware doing much of this damage is written to attack your program’s memory using dynamic code generation techniques, and existing AV products are not able to stop these attacks, unless this exact malware behavior has been previously experienced, logged, and can be recognized.Because current AV providers, both traditional and next generation, rely heavily on signatures and previous malware behaviors, fraudsters know how to bypass them or how to change the behavior of their malware.  And because AV providers aren’t able to do more, credit unions’ IT security teams are left to test, monitor, plug holes when found, and more, all part of their Sisyphean efforts to protect, as best they can, the environment they manage. But, absent a “real solution” to this new form of attack, no amount of effort will suffice.If AV products can’t protect my credit union, how can I prevent these malware attacks?So, if ALL antivirus products suffer from this catastrophic protection gap that has been deemed impossible to close, what do you do?  If ALL antivirus products have no effective real-time active protection for the new class of dynamic memory malware attacks, do you have any other options?There’s a new sheriff in town.Fortunately, there is a company that has brought to market the only product I have come across that is explicitly designed to STOP this rapidly growing class of malware attacks. They say it wasn’t easy to do.  Turns out it took a lot of work to solve the problem. But, because a program’s memory is currently the largest vulnerability that AV companies have not yet been able to protect in real-time with their existing AV offerings, the problem HAD TO BE SOLVED! SO HOW DID THEY DO IT?They focused on stopping malware attacks driven by dynamic code execution.Creation of dynamic code is only visible from inside an application. This patent pending solution operates inside EVERY Windows application and monitors all software, including browsers and company proprietary applications (with other OS’s coming soon).Because many legitimate applications create dynamic code, they built a blueprint of legitimate dynamic code behavior(s) for every Windows application running in their customers’ environments. Their “solution monitor” constantly shields all applications and protects itself, as well, so it CAN NEVER BE TURNED OFF by any malware or be BYPASSED. It STOPS dynamic malware from executing in all applications in real-time, every time.  So, if you want to move to eliminate your credit union’  “malicious dynamic code” BLIND SPOT, ask me how.last_img read more

Wolf Administration Announces Denial of Appeal for Disaster Declaration Request

first_img SHARE Email Facebook Twitter Wolf Administration Announces Denial of Appeal for Disaster Declaration Request National Issues,  Press Release,  Weather Safety Harrisburg, PA – Governor Tom Wolf today announced that the President has denied his appeal for a federal disaster declaration that would have brought critical financial assistance to nine counties impacted by a crippling snowstorm in March.“At this point, we have exhausted our options for filing an appeal through the Federal Emergency Management Agency,” Governor Wolf said. “It’s unfortunate that the President didn’t grant our request for a declaration, and the citizens of northeast Pennsylvania will be the ones to suffer the financial impact of this decision.”The governor made the initial request for a disaster declaration in May and filed an appeal earlier this month in order to provide federal funding to local, county and state governments, as well as certain eligible non-profits in Bradford, Lackawanna, Luzerne, Susquehanna, Wyoming, Northumberland, Pike, Wayne and Montour counties through the Public Assistance program.According to the letter signed by Acting FEMA Administrator Robert J. Fenton, “After a thorough review of all the information contained in your initial request and appeal, we reaffirm our original findings that the impact from this event is not of the severity and magnitude that warrants a major disaster declaration. Therefore, I must inform you that your appeal for a major disaster declaration is denied.”In his letter filing the appeal, Governor Wolf cited: decreased revenues at the state and county levels; hazardous road conditions due to record or near-record snowfalls; excessive costs for plowing, hauling and disposing the crippling amounts of snow from the storm; major challenges to first responders in supporting basic and event-related emergency services as well as disaster response needs at the municipal and county level; and mobilization of a variety of local and volunteer resources to address public safety and emergency needs of citizens.A federal disaster declaration for Public Assistance would provide reimbursement of up to 75% of the costs incurred on eligible expenses for the eligible 48-hour time period.center_img June 13, 2017last_img read more

Brisbanites behind surge in Queensland property hotspot

first_imgMore from newsMould, age, not enough to stop 17 bidders fighting for this homeless than 1 hour agoBuyers ‘crazy’ not to take govt freebies, says 28-yr-old investorless than 1 hour agoHOTSPOT: Noosa is popular with tourists too including Maud Saillard, 23, of France and friend Jolene Kieffer. Picture: Lachie Millard“It was around July last year that it really became noticeable with two distinct Brisbane buyer profiles developing,” she said.“Young families in their 30s and 40s started buying holiday units,” she said, with the second buyer group in their 50s and 60s thinking about retirement.The rise was driven by the dollar dropping to 74 cents, nostalgia over childhood holidays in the area and low interest rates.“As a Brisbane girl myself, I have great memories of holidaying in Noosa with friends from when I was a teenager and into my early 20s, and I get a real sense of people trying to recreate their own childhood memories for their children today.” Nostalgia was seeing a rise in young families in the area as parents try to recreate childhood experiences with their children. Picture: Lachie MillardShe said low interest rates made buying a holiday home financially viable for more people.“I feel there was an awakening last year as to what great value Noosa property remains for out of town buyers.”Ms Harris said the rental market was tight with yields averaging 4.7 to 5 per cent.“So we have middle-aged buyers snapping up houses to rent out for three to five years ahead of selling up in Brisbane to permanently relocate. It is driving a resurgence in our housing market with a change in median price in Noosa Heads over five years of 19.3 per cent and in Noosaville (29.5 per cent), but still our mid-market houses around Noosa Heads and Noosaville represent enormous value.” Noosa Main Beach is a major drawcard for not just young families but also retirees. Picture: Lachie MillardBRISBANE residents are behind the rise of one of the state’s biggest hot spots, with every second sale now going to someone from the Queensland capital.Noosa Shire at the top end of the Sunshine Coast has seen a surge in buyers out of Brisbane, according to Alex Harris, principal of Noosa4Sale – led by young families and retirees in their 50s and 60s.“Long ignored by Brisbane (residents), Noosa is now the destination of choice for Brisbane holiday makers, investors and more recently, homeowners,” she said.“Of the 12 units I have sold in the Sun Lagoon Resort alone in the past two or so years, seven have gone to Brisbane buyers, three to Sydney buyers, and one each to New Zealand and UK buyers. This is representative of what is happening across Noosa’s property market right now.”Ms Harris said the “generational and geographic shift in holiday home buyers” began in late 2015 but firmed up mid last year.last_img read more

Austrian pension funds see AUM shoot up to €23.3bn in Q2

first_imgCompany pensions recorded returns on investments for 4.9%, compared to a negative 1.9% in the first six months of this year. The performance of multi-employer pension providers was 6.2% in Q2, with underlying returns in the first six months of -4.9%.Performance achieved its lowest point in March with -10% at the peak of the COVID-19 pandemic, but rebounded in the second quarter.Despite low interest rates, bonds continue to make up the largest share in an Austrian pension fund’s portfolio with 41.43%, followed by equities at 33.78%, financial institution credits with 7.90%, real estate with 5.21%, loans and credits with 0.80%, and other assets at 10.87%.Pension funds invest 29.75% of their assets in foreign currencies after currency hedging transactions. Assets held indirectly through investment funds amount to 97.21%.Additionally, report showed that the number of people entitled to pension benefits has decreased by 0.1% in Q2 compared to the previous quarter.In total 984,67 people are currently part of the Austrian pension fund system, and 114,000 (11.5%) are already receiving a pension from company pension funds.Five multi-employer pension providers and three single company pension schemes manage the total amount of assets for the country.To read the digital edition of IPE’s latest magazine click here. Asset under management for pension funds in Austria grew by 5.9% quarter-on-quarter in Q2 2020 to €23.2bn, according to a report by the Financial Market Authority (FMA).Assets increased by 6% for multi-employer pension providers, or überbetriebliche Pensionskassen, to a total of €21.1bn in the second quarter of the year. Company pensions saw a 5.6% growth quarter-on-quarter to total assets of €2bn.Assets managed by company pension schemes amounted to 6.1% of GDP at the end of 2019.According to the report, return on investments of all pension funds stood at 6%, showing signs of recovery in Q2, even if in the first six months of the year returns recorded a negative 4.6%. The performance over the last 10 years was on average 3.6% per year.last_img read more

Duterte orders military to crush enemies of the state

first_img In a speech at the 84th Anniversary of the Armed Forces of the Philippines (AFP) on Tuesday night, the Chief Executive has tasked the government forces to destroy local terrorists who are still making violent attacks. The President also hailed soldiers for being the utusan ng bayan for being there in times of armed conflict and disasters. MANILA – President Rodrigo Duterte reiterated his order to soldiers to “crush” enemies of the state including communist rebels. “Isa pang kalaban na sumisira sa buhay natin ay itong mga terrorista, kasali na ang NPA (New People’s Army), kasali na ang mga kidnap-for-ransom nandyan sa Jolo, ang Abu Sayyaf, at lahat na. Ang utos ko sa kanila (AFP), at pag sila (terrorists) ay lumaban, durugin para matapos na ang problema ng Pilipino,” Duterte said. President Rodrigo Duterte leads the awarding ceremony for the outstanding members of the Armed Forces of the Philippines (AFP) during the AFP’s 84th anniversary at the Camp General Emilio Aguinaldo in Quezon City on Dec. 17. PCOOcenter_img “Sa utos ko na yan, na ubusin ninyo sila, sabihin ko sa inyo, time and again, I take full legal responsibility. I and I alone…will go to prison. You can enjoy your freedom. I will take the risk,” Duterte said. He assured soldiers that they have his support and even declared openness in taking full legal responsibility for his order. “Our soldiers, they are everything, and that is why you should love your soldiers. Tayong mga Pilipino, tulungan natin,” President Duterte said./PNlast_img read more

Spain forward Rodrigo linked with move to Leeds United

first_imgRodrigo Moreno has turned into Spain’s leading striker after a career from the youth academies of Flamengo and Real Madrid to become a star at Valencia after spells at Benfica and Bolton Wanderers.The Brazilian-born Spain international could be set to be Leeds United’s marquee signing ahead of their return to the English Premier League after a 16-year absence. Spanish media reported on Tuesday that Leeds United owner Andrea Radrizzani and sporting director, Victor Orta, have travelled to Valencia to negotiate a deal for Rodrigo.The 29-year-old is valued at around 40 million euros.However, Leeds United did not respond to a request to comment on the reports.Should he join Leeds United, Rodrigo would be the latest high-profile departure from Valencia after captain Dani Parejo and Francis Coquelin left for rival Villarreal this month.Rodrigo is well versed in English football after making 17 Premier League appearances with Bolton while on loan from Benfica in the 2010/2011 season. “England was good to me. You go to England, you know the physical demands. You’ve got no choice but to adapt and that makes you grow,” he told The Guardian in 2018.“Working there daily helped. I was involved, it was my first senior season and I learned a lot,” he said.A wide player who attacks down the right wing, Rodrigo can link the forward line and is particularly effective on the counterattack.His qualities have made him the favoured forward of Spain coach Luis Enrique and predecessor Robert Moreno.The forward has repaid their faith by scoring six goals in his last nine starts for his country. He scored only seven goals in all competitions last season amid injuries and turmoil at Valencia, who sacked popular manager Marcelino in September and eventually finished ninth.His best season in front of goal came in 2017/2018 when he scored 16 times in La Liga.He scored decisive goals against Ajax Amsterdam and Chelsea FC in 2019 as Valencia reached the knockout stages of the UEFA Champions League.Rodrigo also scored in the 2-1 win over FC Barcelona in the 2019 Copa del Rey final.RelatedPosts Bale completes Tottenham return from Real Madrid Tottenham sign £25m Sergio Reguilon Leeds record first Premier League win in seven-goal thriller Reuters/NAN.Tags: FlamengoLeeds UnitedReal MadridRodrigo Morenolast_img read more

Classy George Ford boots Bath to win over Leinster

first_img Fly-half Ford sent an early reminder to new England head coach Eddie Jones of his quality by booting 14 points – three penalties, a conversion and a drop-goal – as Bath also collected a second-half penalty try to edge out Recreation Ground visitors Leinster 19-16. His 76th-minute penalty proved the clincher, and Ford said: “You understand what type of kick it is to take a lead with a few minutes to go. “But you just focus on the process. You are in your own little bubble as a goal-kicker, you try and block everything out and just hit the ball like you do hundreds of time in training. “We didn’t score many tries today, but we were positive in the way we went about things.” Ford’s father, Bath head coach Mike Ford, was relieved to claim Saturday’s win as the west country club avenged last season’s Champions Cup quarter-final defeat against Leinster. “We showed our inexperience at 16-9 up,” Ford said. “We were in control of the game, but we stupidly did things that let them back in. We then got to 19-16 and we did it again, but luckily Stuart (Hooper) nicked that last lineout for us. “I am pleased we won against a Leinster side full of internationals. Our scrum was awesome – Henry Thomas and Nick Auterac were outstanding – but we can’t afford to give teams easy outs and chances to score points like we did today. “We got lucky today in terms of the end of the game when Stuart won that lineout. “They (Leinster) are always dangerous when they have got Johnny Sexton kicking his goals. “I said at half-time we needed to be more patient. We lost the ball too many times when we had good attacking positions through not being patient. If we had played Toulon today, we probably lose.” Ford, meanwhile, paid tribute to Bath and England centre Kyle Eastmond, who missed out on World Cup selection but showed his quality through a strong attacking display. “We love the way Kyle plays,” Ford added. “He played very ambitiously today, and he is vital for the way we want to play. We are really pleased where he is at the moment. “He was disappointed (in terms of the World Cup), but he is in talks to sign a new three-year deal with us, so he is not going anywhere.” Leinster, crushed 33-6 at home by Pool Five opponents Wasps last Sunday, have now lost their opening two games of a European campaign for the first time since 1996. And with Champions Cup holders Toulon also in the toughest group of this season’s tournament, Leinster are already struggling to progress. Ireland star Johnny Sexton kicked 11 points, including the conversion of substitute back-row forward Josh van der Flier’s late try, but Bath had done enough. Leinster head coach Leo Cullen said: “There was a bit of flak after last weekend, but we certainly got a better performance today. They showed a good bit of steel and desire, the way they fought back into the game. “After getting back to 16-16, I thought we looked the stronger team at that stage. “People need to stay patient with us. There were a lot of good things out there, but unfortunately, we didn’t get the result. “It is going to be tough. We just need to park Europe for the next couple of weeks, and try to get a bit more confidence in the PRO12.” England star George Ford admitted it was a case of “focus on the process” as he kicked Bath to a European Champions Cup victory over Leinster. Press Associationlast_img read more

Chelsea boss Guus Hiddink has positive news about Eden Hazard and Diego Costa

first_imgEden Hazard and Diego Costa are in contention to play for Chelsea at Arsenal after returning to training following injury. “That’s the past,” Hiddink said. “I haven’t seen the images.” Hiddink told Costa to focus on playing football on Sunday. “I cannot guarantee, because we’re not dealing with machines, we’re dealing with human beings, but when he is focusing on where he’s good at, around the box, then he’s of big worth,” the Dutchman added. Hiddink has not spoken to Costa specifically about his temperament. “I don’t have any complaints about his discipline,” Hiddink said. Chelsea’s defeat of the Gunners was their first home win of the season and one of the few highlights to date of a chastening campaign. Hiddink concedes the rivalry is lessened by the Blues’ lowly 14th place in the Premier League, 19 points behind their derby opponents. Asked whether the level of the rivalry remains, Hiddink said: “Not at this moment, not in this league. “Arsenal are doing very well and making a good battle for first position. And Chelsea are way down under at this moment. Reality.” Arsenal have been strengthened by the arrival last summer, from Chelsea, of Petr Cech. Chelsea captain John Terry said the goalkeeper, who was permitted to move after being displaced as first choice at Stamford Bridge by Thibaut Courtois, would be worth 12 to 15 points this season for the Gunners. “He’s doing very well,” Hiddink said. Adidas, Cech’s glove sponsor and Chelsea’s kit supplier, appeared this week not to have realised the goalkeeper had moved on after 11 years, sending his gloves to the Blues’ Surrey training base. Cech collected his gloves in person from Hiddink, who managed the goalkeeper during his first caretaker spell in 2009. Hiddink, smiling, said: “I was here when Petr showed up. It was nice. We had a chat. Almost everyone was gone, it was late (on Wednesday) afternoon. “We tried to hide them, which he did not accept. We tried to make them a little bit slippery, but he discovered that also.” Hiddink maintains Cech is one of the best goalkeepers in the world. But he declined to enter the debate over whether Chelsea were right to sell Cech to a direct Premier League rival. Owner Roman Abramovich felt Cech’s distinguished service meant he should choose where to go and Mourinho accepted the decision, while not agreeing with it. “It’s difficult to give judgement when you’re not there at that moment, when that decision was taken,” Hiddink said. “When is the moment to say goodbye to a player? That’s not easy. We have talented youngsters coming up. It’s difficult when you’re not close to the decision-making.” Mourinho seemed to revel in his rivalry with Wenger, calling the Frenchman a “specialist in failure” two years ago. Hiddink chose a different tact, expressing only admiration for Wenger, who has been Arsenal manager for almost 20 years. “I admire his work in what he has done already in two decades,” Hiddink said. “We have to be careful, because he has fallen into some injuries recently. “I’m not sure whether he can play a full 90 minutes yet. We have to consider whether it’s best (for him) to start or to come in.” Costa had scans immediately after the draw with Everton, with the results showing no fracture and just bruising. The Brazil-born Spain striker returned to training on Thursday. Hiddink added: “He (Costa) was in yesterday. He was in today. So he will be available as well.” Costa was chief antagonist in September’s clash at Stamford Bridge, which Chelsea won 2-0 to extend their unbeaten Premier League run against the Gunners to eight games. Jose Mourinho lauded his performance, while Arsene Wenger described his behaviour as “unacceptable”. The striker riled Gabriel so much the Gunners defender was sent off, but Costa was retrospectively banned for three games by the Football Association for grappling with Laurent Koscielny in the same game. Playmaker Hazard has missed the last three matches with a groin injury sustained at Crystal Palace, while striker Costa sustained a bruised shin in last Saturday’s last-gasp draw with Everton. Chelsea interim boss Guus Hiddink said: “The last two days he (Hazard) was in full commitment with first-team training, so he is available. Press Associationlast_img read more