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.
Impact Strategies From July 2022
July 25, 2022
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A look back at stories from the last month showcasing how credit unions are making a difference in ways that go way beyond just banking.
Banking By Appointment: Leveraging New Technologies To Better Serve Members
July 11, 2022
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A growing number of credit unions are using appointment scheduling to manage staff more effectively and better meet consumers’ needs.
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.
Impact Strategies From July 2022
A look back at stories from the last month showcasing how credit unions are making a difference in ways that go way beyond just banking.
Banking By Appointment: Leveraging New Technologies To Better Serve Members
A growing number of credit unions are using appointment scheduling to manage staff more effectively and better meet consumers’ needs.
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 ...
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.