3 Ways To Build A Better Member Experience
Credit unions improve the member experience through training, bilingual service, and bold branch strategies. Explore three stories that show what it takes to connect.
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
A High-Tech Branch For High Tech Students
A credit union branch at Lamar Institute of Technology combines products, education, and philanthropy to support job training and technical education in Southeastern Texas.
What’s In A Name: Chief Product Officer
Bay FCU’s Brooke Morley improves communication and collaboration across departments to offer members the products they want and need.
Give The Gift Of Membership This Holiday Season
October 31, 2022
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Tinker FCU’s holiday promotion has become an annual tradition to boost membership growth.
6 Roles That Make The Most Of Member Experience
October 31, 2022
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Retail banks and credit unions were among the first industries to focus on customer experience. These roles demonstrate how any cooperative can improve upon theirs.
Don’t Let Poor User Journeys Be Your Downfall
October 31, 2022
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Today’s account holders have drawn a line in the sand — you’re either delivering a true omni-channel experience, or you’re falling behind.
California Cooperatives Both Get A Win From Shared-Branch Arrangement
October 31, 2022
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A pair of Sacramento-area credit unions have embarked on a relatively unique partnership, sharing a single facility to serve their respective memberships.
It’s Time To Join The Robot Revolution
October 31, 2022
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AI, chat bots, autonomous programs, and more are improving member service and back-office efficiency.
A ‘Modern Payment Solution’ Doesn’t Only Mean Digital
October 5, 2022
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User experience is critical in the fight for institutional loyalty, and digital, although significant, is just one piece of the full puzzle
How To Expand Fraud-Fighting Capabilities With Linked Analysis
October 4, 2022
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Advanced fraud detection gives financial institutions more power to fight fraud or even stop it before it starts.
School Branches Earn High Grades For This Ohio Cooperative
September 26, 2022
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Atomic Credit Union helps students build savings and careers as it increases visibility through its 58 school branches.
Service Puts Financial Wellness In Members’ Pockets
September 26, 2022
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The financial atmosphere is changing. A decline in in-person transactions is leaving credit union staffers with fewer face-to-face opportunities to talk with members about financial planning and wellness. And the rise of non-traditional resources for investment and savings advice tempting resources that young people are turning to more often, according to a recent national survey
Member Engagement- What to expect and how to prepare for 2023
September 21, 2022
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Watch this webinar as we share results from the annual Engageware and Infosurv survey of credit union leaders and how they plan to prioritize, invest, and allocate resources for member engagement for 2023.
Give The Gift Of Membership This Holiday Season
Tinker FCU's holiday promotion has become an annual tradition to boost membership growth.
6 Roles That Make The Most Of Member Experience
Retail banks and credit unions were among the first industries to focus on customer experience. These roles demonstrate how any cooperative can improve upon theirs. ...
Don’t Let Poor User Journeys Be Your Downfall
Today’s account holders have drawn a line in the sand — you’re either delivering a true omni-channel experience, or you’re falling behind.
California Cooperatives Both Get A Win From Shared-Branch Arrangement
A pair of Sacramento-area credit unions have embarked on a relatively unique partnership, sharing a single facility to serve their respective memberships.
It’s Time To Join The Robot Revolution
AI, chat bots, autonomous programs, and more are improving member service and back-office efficiency.
A ‘Modern Payment Solution’ Doesn’t Only Mean Digital
User experience is critical in the fight for institutional loyalty, and digital, although significant, is just one piece of the full puzzle
How To Expand Fraud-Fighting Capabilities With Linked Analysis
Advanced fraud detection gives financial institutions more power to fight fraud or even stop it before it starts.
School Branches Earn High Grades For This Ohio Cooperative
Atomic Credit Union helps students build savings and careers as it increases visibility through its 58 school branches.
Service Puts Financial Wellness In Members’ Pockets
The financial atmosphere is changing. A decline in in-person transactions is leaving credit union staffers with fewer face-to-face opportunities to talk with members about financial ...
Member Engagement- What to expect and how to prepare for 2023
Watch this webinar as we share results from the annual Engageware and Infosurv survey of credit union leaders and how they plan to prioritize, invest, ...
Browse Topics
The Case For Marketing That Doesn’t Lead With The Credit Union
Savana Morie
Whitefish Credit Union barely mentions itself in its member stories. Instead, its high-quality video storytelling spotlights people, businesses, and communities, building trust, advocacy, and impact that don’t always show up in traditional ROI metrics.
Exit Interview: Deb Vollmer
Aaron Passman
The retired Langley FCU executive looks back on a career shaped by industry change, evolving leadership responsibility, and a constant focus on serving members first.
How Affinity FCU Became A Financial First Responder
Callahan & Associates
The New Jersey-New York metro credit union shares how a wellbeing-led strategy ensures members know where to turn first when life gets difficult.
Running With Scissors: The Bold Side Of Personalization
Callahan & Associates
To become skilled at personalization, credit unions must stop making assumptions about what resonates with members and start leveraging data to be sure.
A Short Guide To Compliance With The New Succession Planning Rule
Jennie Boden
Check all the right boxes while tying your credit union compliance efforts to strategy.
Industry Intelligence For Credit Union Leaders
Callahan & Associates
Looking for quarterly data coverage, expert analysis, lessons from leading credit unions, and more? Callahan has it covered. Comparing top-level performance and digging into the details has never been easier.
10 Credit Unions That Top The Charts In Member Value
William Hunt
Callahan & Associates spotlights credit unions that return more value to members.
Engagement Is Not A Perk. It Is A Strategy.
A. Jerome Fowlkes
Langley FCU asked what it would take to be a truly exceptional workplace, and it shares four ways to get there.
The Opportunity For Credit Unions In NCUA’s New Succession Planning Rule
Jennie Boden
Make your succession plan strategic and give it ‘teeth’ to reap the benefits of stronger governance and more effective C-suite leadership.
How A Child Savings Account Program Is Shaping Futures In Harbor Beach
Savana Morie
A public-private partnership in Michigan aims to influence opportunities after high school via a child savings account that provides yearly deposits and every reason to imagine what comes after graduation.