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.
High-Tech Meets High-Touch: How Avatars Help 5 Credit Unions Advance Member Service
October 25, 2021
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Chatbots can learn, and these credit unions are infusing their technology with a touch of personality.
Unifying the Member Experience: How to Operationalize Your Digital Onboarding Strategy
October 20, 2021
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We discuss how credit unions approach digital innovation and what they believe is critical for a strong digital onboarding strategy that builds sustainability and long-lasting growth.
The Great Resignation: How Credit Unions Can Keep Their Staff Engaged
October 19, 2021
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Managing their time with data-driven scheduling platforms empowers advisors to serve members and the cooperative to better retain staff.
Can Dora Help Credit Unions Find A Foothold For The Future?
October 5, 2021
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USALLIANCE’s self-built neobank strategy is designed to serve the underserved and disintermediate encroaching fintechs.
Digital Member Service: Transforming Member Experience for An On-Screen World
September 29, 2021
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Watch the premiere of this new book, released September 1st, that delivers an insightful and comprehensive exploration of the ongoing digital transformation of customer service.
Member Engagement – What to expect and how to prepare for 2022
September 15, 2021
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This webinar shares the results of a survey of credit union leaders and where and how they plan to prioritize, invest, and allocate resources for member engagement for 2022.
5 Steps For Embracing The Digital Shift
September 15, 2021
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Here’s how to engage and retain the banking business of Millennials and Gen Zers with purpose and technology.
Alabama Credit Union Scores With ‘My Credit Score’
September 13, 2021
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The cooperative has integrated credit score reporting and improvement tips into its mobile and online banking. So far, uptake has been strong.
6 Credit Unions On How They’ve Responded To The Delta Variant
September 6, 2021
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As they prepare for new developments, credit unions are keeping branches open for longer hours and leaning on hybrid work-from-home models to keep the back office going.
To Link Or Not To Link: Addressing Expectations For Mobile Apps
August 30, 2021
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Multiple apps can help build a singular experience for digitally demanding credit union members.
High-Tech Meets High-Touch: How Avatars Help 5 Credit Unions Advance Member Service
Chatbots can learn, and these credit unions are infusing their technology with a touch of personality.
Unifying the Member Experience: How to Operationalize Your Digital Onboarding Strategy
We discuss how credit unions approach digital innovation and what they believe is critical for a strong digital onboarding strategy that builds sustainability and long-lasting ...
The Great Resignation: How Credit Unions Can Keep Their Staff Engaged
Managing their time with data-driven scheduling platforms empowers advisors to serve members and the cooperative to better retain staff.
Can Dora Help Credit Unions Find A Foothold For The Future?
USALLIANCE’s self-built neobank strategy is designed to serve the underserved and disintermediate encroaching fintechs.
Digital Member Service: Transforming Member Experience for An On-Screen World
Watch the premiere of this new book, released September 1st, that delivers an insightful and comprehensive exploration of the ongoing digital transformation of customer service. ...
Member Engagement – What to expect and how to prepare for 2022
This webinar shares the results of a survey of credit union leaders and where and how they plan to prioritize, invest, and allocate resources for ...
5 Steps For Embracing The Digital Shift
Here’s how to engage and retain the banking business of Millennials and Gen Zers with purpose and technology.
Alabama Credit Union Scores With ‘My Credit Score’
The cooperative has integrated credit score reporting and improvement tips into its mobile and online banking. So far, uptake has been strong.
6 Credit Unions On How They’ve Responded To The Delta Variant
As they prepare for new developments, credit unions are keeping branches open for longer hours and leaning on hybrid work-from-home models to keep the back ...
To Link Or Not To Link: Addressing Expectations For Mobile Apps
Multiple apps can help build a singular experience for digitally demanding credit union members.
Browse Topics
Markets Flip From Pricing Cuts To 50% Chance Of Hikes
Jason Haley
Look beyond the headlines to better understand what is driving current market trends and how they could impact credit union investment portfolios.
Keep The Mortgage. Ditch The Fees.
Savana Morie
A rethink of closing costs, rate relief, and employer partnerships helped 7 17 Credit Union build an affordable housing mortgage program that works.
Home Is Where The Heart (And More) Is
Aaron Passman
Where is mortgage growth coming from right now? This week, CreditUnions.com covers a mix of home equity campaigns, targeted affordability programs, and niche lending strategies that are bringing borrowers back into the market.
3 Ways To Market For HELOC Success
Aaron Passman
Home equity lending is a winning option for credit unions in today’s mortgage environment. Learn how three different shops meet members’ needs.
Small House, Big Opportunity: 2 Takes On Manufactured Home Loans
Aaron Passman
Manufactured home loans can provide members access to affordable housing, including those in rural areas. Two credit unions share how they approach the niche product.
Mortgage Lending Is Back, But It Looks Different
Tony Waltrich
After a prolonged slowdown, signs of life are returning to mortgage lending. Growth is uneven, with first-time buyers and shifting rate dynamics driving activity in select segments.
MSUFCU Turns A Break In Payments Into A Member Experience Moment
Aaron Passman
The Michigan cooperative keeps everyday payments working and members happy by using a common friction point to build brand loyalty.
Insights From The Outside: Don Rositano
Marc Rapport
How a former Sam’s Club finance leader adapted his member-first mindset to a not-for-profit credit union.
What’s In A Name: Vice President Of History And Culture
Aaron Passman
How a novel role instills SchoolsFirst FCU’s future leaders with an appreciation for its past.
Growth Is A Mindset, But Success Is In The Contract
Callahan & Associates
Arriba Advisors co-founder Tom Russell explores how credit unions can bridge the gap between a growth mindset and their technical reality.