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.
Diversity Begins With Inclusion At American 1
February 8, 2021
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The mid-Michigan credit union is refining hiring practices and tapping employees to help build a workplace where people feel included and heard.
4 Reasons Credit Unions Must Make The Move To Digital Lending
February 1, 2021
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Drive loan growth and other critical engagement activities with technology that captures and enhances the complete member journey.
What’s In A Name: Vice President Of Market Intelligence, Product Design, And Growth
January 25, 2021
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Chad Knott helps Credit Union ONE keep up with the market by tracking trends and promoting innovation across the enterprise.
Why Financial Wellbeing Is Critical To Member Success
January 13, 2021
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In a world of self-serving member experience metrics, supporting a member’s financial wellbeing is all about them, which is truly the pinnacle of member service.
Teamwork Drives Improvements At MSUFCU
January 4, 2021
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A handful of employees have worked across the Michigan cooperative to identify nearly 250 ways to improve efficiencies, member service, the employee experience, and more.
Elevate Your Business Insights And Your Card Business
December 14, 2020
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Be an Expert! With the right analytics tools, you can lead the growth of your debit and credit card business.
Future Proofing: How to Attract Next Generation Members in the Digital Age
December 9, 2020
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Tune in for an insightful panel discussion among leaders from financial technology company Splash Financial, First Tech Federal Credit Union and CMFG Ventures/CUNA Mutual Group to learn how credit unions are remaining competitive while growing digitally.
Service When, And Where, It Suits The Member
November 23, 2020
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DuPage Credit Union has offered online appointment scheduling for nearly 18 months, but the arrival of the novel coronavirus earlier this spring pushed the cooperative to rethink the necessity of face-to-face engagements.
12,000 Appointments. 5 Months. 1 In-House Tool.
November 23, 2020
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Offering appointments was no new perk at Northwest Community Credit Union, but a new tool developed internally in response to new lobby operations took member service to a whole new level.
Diversity Begins With Inclusion At American 1
The mid-Michigan credit union is refining hiring practices and tapping employees to help build a workplace where people feel included and heard.
4 Reasons Credit Unions Must Make The Move To Digital Lending
Drive loan growth and other critical engagement activities with technology that captures and enhances the complete member journey.
What’s In A Name: Vice President Of Market Intelligence, Product Design, And Growth
Chad Knott helps Credit Union ONE keep up with the market by tracking trends and promoting innovation across the enterprise.
Why Financial Wellbeing Is Critical To Member Success
In a world of self-serving member experience metrics, supporting a member’s financial wellbeing is all about them, which is truly the pinnacle of member service.
Teamwork Drives Improvements At MSUFCU
A handful of employees have worked across the Michigan cooperative to identify nearly 250 ways to improve efficiencies, member service, the employee experience, and more.
Elevate Your Business Insights And Your Card Business
Be an Expert! With the right analytics tools, you can lead the growth of your debit and credit card business.
Future Proofing: How to Attract Next Generation Members in the Digital Age
Tune in for an insightful panel discussion among leaders from financial technology company Splash Financial, First Tech Federal Credit Union and CMFG Ventures/CUNA Mutual Group ...
Service When, And Where, It Suits The Member
DuPage Credit Union has offered online appointment scheduling for nearly 18 months, but the arrival of the novel coronavirus earlier this spring pushed the cooperative ...
12,000 Appointments. 5 Months. 1 In-House Tool.
Offering appointments was no new perk at Northwest Community Credit Union, but a new tool developed internally in response to new lobby operations took member ...
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.