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.
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.
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
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 ...
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 ...
Browse Topics
The Merchant Services Advantage For Credit Unions
Callahan & Associates
Payment capabilities increasingly shape how business owners evaluate their primary financial institution
Coffee And A Smile? Not Good Enough.
Aaron Passman
Coffee and a smile still matter — they’re just not enough. That’s why credit unions are redefining member experience across digital, data, and the entire organization.
6 Takes On Today’s Member Experience: Andre Vygnansk
Marc Rapport
The CXO of OUR Credit Union talks about what’s changed, what’s stayed the same, and what matters most as the industry evolves.
Don’t Wait For Data. FirstLook Analysis Is Available Today.
Callahan & Associates
Callahan & Associates provides an early look at quarterly performance results. Sneak a peek at the latest trends here.
6 Takes On Today’s Member Experience: Stacy Armijo
Marc Rapport
The CXO of Amplify Credit Union talks about what’s changed, what’s stayed the same, and what matters most as the industry evolves.
6 Takes On Today’s Member Experience: Inna Sprague
Marc Rapport
The CXO of Teachers FCU talks about what’s changed, what’s stayed the same, and what matters most as the industry evolves.
Closing The “Confidence Gap:” Using Segmentation To Deepen Member Loyalty
Callahan & Associates
Credit unions can’t deepen loyalty with a one-size-fits-all experience. Life-stage segmentation helps institutions build relevance, confidence, and trust.
6 Takes On Today’s Member Experience: Kim Riley
Marc Rapport
The CXO of Wright-Patt Credit Union talks about what’s changed, what’s stayed the same, and what matters most as the industry evolves.
When Everyone Owns The Member Experience, No One Does
Marc Rapport
Shared ownership can quietly fracture a member journey. FORUM Credit Union leans on clear accountability to keep channels aligned.
6 Takes On Today’s Member Experience
Marc Rapport
Member experience leaders talk about what’s changed, what’s stayed the same, and what matters most as the industry evolves.