Every Member Has A Story. Here’s How To Use Them.
Lessons from five credit unions on using member impact stories to inspire staff and boards, educate members, and add some pizzazz to social media accounts.
Retail & Member Experience
Our Retail & Member Experience page is the place to find credit union insights on branching, contact centers, teller technology, websites, and more.
Top Retail & Member Experience Articles
PSECU Moves MX Up The Org Chart
With all external-facing roles reporting to a central officer, teams are focusing less on function and more on members.
A Different Kind Of ‘Mobile’ Banking
Peoples Advantage’s branch on wheels brings financial services to members who live in regions too rural to sustain a full-service branch.
Making The Most Of Member Experience
May 8, 2023
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After a year filled with economic uncertainty and recent high-profile bank failures, there’s more reason than ever for credit unions to double down on service.
Create A Memorable Member Experience By Thinking ‘Connected Ecosystem’
May 1, 2023
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Features and functions are important, but an impressive experience delivers a connected ecosystem of capabilities across all channels.
TruWest Asked, Staff Answered
May 1, 2023
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An employee program at the Arizona cooperative solicits ideas for saving money and improving member services.
Are You Providing A Great Member Experience Across Multiple Touchpoints?
May 1, 2023
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When you consistently deliver an exceptional member experience in multiple channels — the branch, contact center, and online, for example — you attract and retain members.
5 Tech Tools Your Members Will Love (Plus Real-Life Examples From Credit Unions)
May 1, 2023
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Credit unions can’t adopt every new piece of technology, so they must focus on the tools and services that deliver an improved experience.
A Cancer Diagnosis Is Scary. Managing Money Shouldn’t Be.
April 17, 2023
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A pilot program from Wright-Patt Credit Union offers support and financial advice for patients facing a serious illness while juggling daily expenses.
How To Use Conversational AI To Revolutionize Your Credit Union
April 17, 2023
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ChatGPT is more than just automated responses; it is a precursor for expanded business and more meaningful interaction between the credit union and its members
Tracking Every Interaction To Provide The Best In Member Experience
April 17, 2023
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Member Loyalty Group integrates real-time, multi-channel analytics to help credit unions maintain their service-level difference.
How The Summit FCU’s Virtual Branch Marries High Tech And High Touch
April 10, 2023
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After launching during the pandemic, when brick-and-mortar access was limited, a virtual branch has helped the New York-based cooperative engage members living further afield.
A Different Kind Of ‘Mobile’ Banking
April 10, 2023
No Comments
Peoples Advantage’s branch on wheels brings financial services to members who live in regions too rural to sustain a full-service branch.
Create A Memorable Member Experience By Thinking ‘Connected Ecosystem’
Features and functions are important, but an impressive experience delivers a connected ecosystem of capabilities across all channels.
TruWest Asked, Staff Answered
An employee program at the Arizona cooperative solicits ideas for saving money and improving member services.
Are You Providing A Great Member Experience Across Multiple Touchpoints?
When you consistently deliver an exceptional member experience in multiple channels — the branch, contact center, and online, for example — you attract and retain ...
5 Tech Tools Your Members Will Love (Plus Real-Life Examples From Credit Unions)
Credit unions can’t adopt every new piece of technology, so they must focus on the tools and services that deliver an improved experience.
A Cancer Diagnosis Is Scary. Managing Money Shouldn’t Be.
A pilot program from Wright-Patt Credit Union offers support and financial advice for patients facing a serious illness while juggling daily expenses.
How To Use Conversational AI To Revolutionize Your Credit Union
ChatGPT is more than just automated responses; it is a precursor for expanded business and more meaningful interaction between the credit union and its members
Tracking Every Interaction To Provide The Best In Member Experience
Member Loyalty Group integrates real-time, multi-channel analytics to help credit unions maintain their service-level difference.
How The Summit FCU’s Virtual Branch Marries High Tech And High Touch
After launching during the pandemic, when brick-and-mortar access was limited, a virtual branch has helped the New York-based cooperative engage members living further afield.
A Different Kind Of ‘Mobile’ Banking
Peoples Advantage’s branch on wheels brings financial services to members who live in regions too rural to sustain a full-service branch.
Browse Topics
How AI Is Shaping HR For The Next Era
Marc Rapport
Four executives share how they are skilling up and soothing nerves as they navigate the AI revolution in real time.
Now’s The Time For Credit Union Succession Planning
Aaron Passman
The future of leadership starts now. This week, CreditUnions.com is diving into the strategies shaping tomorrow’s talent: from a bold overhaul of succession planning to how credit unions are tackling the AI skills gap.
Is Your Credit Union Making Time For Leadership Development?
Andrew Lepczyk
Assessing skills gaps among leaders and providing time to complete training are major hurdles today, but strong leadership development strategies are essential in building a future-ready credit union.
Aligning Recruitment Efforts With Boardroom Value
Jennie Boden
A report from Quantum Governance reveals a gap between board recruitment priorities and the most valuable skills in governance.
Preparing For 2026: Why The NCUA’s New Succession Planning Rule Elevates The Strategic Role Of Credit Union Boards
Jennie Boden
Fair, transparent succession helps credit unions strengthen board effectiveness, align leadership with strategy, and safeguard member value.
How Patelco Credit Union Simplified Succession Planning
Aaron Passman
The California cooperative moves beyond the 9-box to identify skills, gaps, and opportunities to prepare leaders for what’s next.
Planning For The Future: Ensuring Strong Boards And Leaders Through Succession Planning
Callahan & Associates
The right tools and consistent approach make succession planning simpler for credit union leaders and board members.
3 Popular Case Studies From 2024: Where Are They Now?
Savana Morie
CreditUnions.com revisits three credit unions to learn how their strategies have evolved since their original spotlight and see what’s in store for the future.
5 Lessons About Ground-Level Intelligence From A Rooftop Farm
Alix Patterson
A national leader in urban agriculture shows how front-line insights drive real local impact — and why credit union branches are perfectly positioned to do the same.
At Kirtland Credit Union, Project Management Isn’t Just A Task. It’s An Ethos.
Aaron Passman
Kirtland Credit Union’s five-tiered scoring system and rigorous approval process might look like red tape, but it’s streamlining resource allocation and improving efficiency for credit union for growth.
Making The Most Of Member Experience