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.
Hello, Venmo (Goodbye, Checking Account)
July 11, 2022
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Gen Z sees the P2P payments service as more than just a way to split the cost of a night out – it’s also a social platform and de facto checking account.
Fintech Adoption On The Rise
July 11, 2022
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Consumers are taking to fintech at a rapid pace, according to a recent study, with those age 56 and older representing the fastest-growing user demographic.
Lessons From A Fintech’s First Year
July 11, 2022
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Nearly 12 months after the launch of Dora, a credit union-backed fintech, one executive looks back at lessons learned and what comes next.
A Bus, A Bar, and A Basketball Court? Welcome To Vibrant’s New HQ
June 27, 2022
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Matt McCombs has an enduring vision for his credit union that has been a decade in the making. That vision has little to do with cash machines, loan files or direct deposits, but includes basketballs, beer, and ice cream cones. It’s unconventional thinking for an unconventional organization at the crossroads of America’s heartland. McCombs, the
How COVID-19 Pushed The SECU Foundation Out Of Its Comfort Zone
May 16, 2022
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More targeted giving and other changes helped the foundation make a bigger difference in the lives of North Carolinians — especially those in rural and low-income communities.
The Financial Impact Of Investing In The Member Experience
May 4, 2022
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What’s the ROI on a Member Experience program? Focusing on the member experience feels like the right thing to do, but executives are always seeking data to quantify the relationship between loyalty and bottom line results.
A Mission-Forward Path To Pandemic Recovery
May 2, 2022
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In the age of digital, a “people-helping-people philosophy” is needed more than ever.
Leveraging Connected Experiences For An Enhanced Member Experience
May 2, 2022
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Positive member experiences across all channels facilitate high-value service, promote product adoption, and support communications that can be broadly delivered in a consistently engaging and personalized manner.
Just Add Coffee: How 2 Credit Unions Are Rethinking Branching
May 2, 2022
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Top-Level Takeaways Co-locations diversify branch networks and can attract community members to a branch for reasons completely unrelated to banking. The collaborations provide opportunities for credit unions to align themselves with unlikely partners, and some arrangements provide non-interest income streams. Co-location strategies in which credit unions share space with another business often completely unrelated to
MX Strategies For 2022 And Beyond
May 2, 2022
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Integrate the cloud, data automation, AI, and self-service innovations to offer top-line member experience to credit unions and their members.
Hello, Venmo (Goodbye, Checking Account)
Gen Z sees the P2P payments service as more than just a way to split the cost of a night out – it’s also a ...
Fintech Adoption On The Rise
Consumers are taking to fintech at a rapid pace, according to a recent study, with those age 56 and older representing the fastest-growing user demographic.
Lessons From A Fintech’s First Year
Nearly 12 months after the launch of Dora, a credit union-backed fintech, one executive looks back at lessons learned and what comes next.
A Bus, A Bar, and A Basketball Court? Welcome To Vibrant’s New HQ
Matt McCombs has an enduring vision for his credit union that has been a decade in the making. That vision has little to do with ...
How COVID-19 Pushed The SECU Foundation Out Of Its Comfort Zone
More targeted giving and other changes helped the foundation make a bigger difference in the lives of North Carolinians — especially those in rural and ...
The Financial Impact Of Investing In The Member Experience
What’s the ROI on a Member Experience program? Focusing on the member experience feels like the right thing to do, but executives are always seeking ...
A Mission-Forward Path To Pandemic Recovery
In the age of digital, a “people-helping-people philosophy” is needed more than ever.
Leveraging Connected Experiences For An Enhanced Member Experience
Positive member experiences across all channels facilitate high-value service, promote product adoption, and support communications that can be broadly delivered in a consistently engaging and ...
Just Add Coffee: How 2 Credit Unions Are Rethinking Branching
Top-Level Takeaways Co-locations diversify branch networks and can attract community members to a branch for reasons completely unrelated to banking. The collaborations provide opportunities for ...
MX Strategies For 2022 And Beyond
Integrate the cloud, data automation, AI, and self-service innovations to offer top-line member experience to credit unions and their members.
Browse Topics
Credit Union Storytelling With A Mission Focus
Marc Rapport
Storytelling drives growth and loyalty at Navy Federal, where real member experiences become narratives that strengthen trust, reinforce value, and build lasting relationships.
How Lake Trust Turns Member Experiences Into Brand Strategy
Savana Morie
From where stories come from to how they’re produced and distributed, Lake Trust shares how authentic member narratives strengthen its brand and show what “positive impact” looks like in action.
How An Internal Storyteller Fuels Member Growth At Navy Federal
Marc Rapport
An expert in user experience turns complex problems and opportunities into narratives that guide leaders toward confident decisions and growth-focused investment.
At Ardent Credit Union, Deposits Are A ‘Slam Dunk’
Aaron Passman
The Philadelphia-area cooperative scores among rate-shopping members with a co-branded certificate that links savings returns to college basketball results.
The Strategic Case For Rethinking Credit Card Issuing
Callahan & Associates
The credit unions that will win the next decade of card growth are those that treat credit cards not as one time product launches but as dynamic ecosystems requiring continuous investment.
What Gen Z Is Really Looking For In A Credit Union
Callahan & Associates
Gen Z’s faith in traditional institutions gives credit unions a rich opportunity to serve as a key source of financial guidance.
What’s Job No. 2?
Aaron Passman
CreditUnions.com is all-in on growth and marketing this week, spotlighting real-world strategies that help cooperatives serve members for life, invest in people, expand their impact, and more.
Community Financial Institutions Need A New Playbook To Combat Scams
Callahan & Associates
Fraud is increasing and becoming more sophisticated – and it’s often not caught until it’s too late.
The Numbers That Matter Most To Credit Unions
Aaron Passman
A look at year-end performance trends reveals how earnings, affordability pressures, and asset quality are redefining the operating environment heading into 2026.
The Affordability Crisis Is Reshaping Credit Union Balance Sheets
Sherry Virden
Members are struggling with an affordability crisis that is changing how they manage debt, and new behaviors are showing up across the credit union loan portfolio.