Every Member Has A Story. Here’s How To Use Them.
Lessons from five credit unions on using member impact stories to inspire staff and boards, educate members, and add some pizzazz to social media accounts.
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
PSECU Moves MX Up The Org Chart
With all external-facing roles reporting to a central officer, teams are focusing less on function and more on members.
A Different Kind Of ‘Mobile’ Banking
Peoples Advantage’s branch on wheels brings financial services to members who live in regions too rural to sustain a full-service branch.
What’s In A Name: Digital Services Architect
March 3, 2020
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Jerry Reese helps design and direct the evolving member experience at Honda FCU.
A Mobile App That Shines With 5 Stars
March 2, 2020
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Affinity Plus FCU revamped its online and mobile banking systems to give members a robust yet straightforward experience.
Member Experience Drives Digital Dealings At Bay Federal
March 2, 2020
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The California cooperative is four years into a digital evolution that relies heavily on member feedback.
Best Of February 2020
March 2, 2020
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Based on February traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.
How To Put A Positive Spin On Negative Online Reviews
February 27, 2020
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Innovations FCU responds to 100% of online reviews within one minute on average. Sometimes that’s a ‘like.’ Other times, it’s a reply from the CEO.
2020 Innovation Series: Innovations In Member Experience
February 24, 2020
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These four innovators are pushing the envelope toward new levels of technological functionality in credit union land.
Lessons From A YouTube Series
February 21, 2020
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Arizona FCU puts a financial twist on “The Biggest Loser” with its “My Comeback” web series.
4Q19 Data, Swing Space Lessons, Organizational Compliance
February 18, 2020
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Five can’t-miss data points this week on CreditUnions.com.
3 Years In Swing: Lessons From Life In A Temporary Office
February 17, 2020
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Greater Texas FCU is opening a new headquarters in early 2021. Until then, executives are operating out of a swing space two miles from home.
Seth Schaefer On Leadership
February 17, 2020
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The Rivermark Community president and CEO began his career as webmaster and says the front-facing member experience is a priority now equal to back-end bookkeeping.
What’s In A Name: Digital Services Architect
Jerry Reese helps design and direct the evolving member experience at Honda FCU.
A Mobile App That Shines With 5 Stars
Affinity Plus FCU revamped its online and mobile banking systems to give members a robust yet straightforward experience.
Member Experience Drives Digital Dealings At Bay Federal
The California cooperative is four years into a digital evolution that relies heavily on member feedback.
Best Of February 2020
Based on February traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.
How To Put A Positive Spin On Negative Online Reviews
Innovations FCU responds to 100% of online reviews within one minute on average. Sometimes that’s a ‘like.’ Other times, it’s a reply from the CEO.
2020 Innovation Series: Innovations In Member Experience
These four innovators are pushing the envelope toward new levels of technological functionality in credit union land.
Lessons From A YouTube Series
Arizona FCU puts a financial twist on “The Biggest Loser” with its “My Comeback” web series.
4Q19 Data, Swing Space Lessons, Organizational Compliance
Five can't-miss data points this week on CreditUnions.com.
3 Years In Swing: Lessons From Life In A Temporary Office
Greater Texas FCU is opening a new headquarters in early 2021. Until then, executives are operating out of a swing space two miles from home.
Seth Schaefer On Leadership
The Rivermark Community president and CEO began his career as webmaster and says the front-facing member experience is a priority now equal to back-end bookkeeping.
Browse Topics
3 Popular Case Studies From 2024: Where Are They Now?
Savana Morie
CreditUnions.com revisits three credit unions to learn how their strategies have evolved since their original spotlight and see what’s in store for the future.
5 Lessons About Ground-Level Intelligence From A Rooftop Farm
Alix Patterson
A national leader in urban agriculture shows how front-line insights drive real local impact — and why credit union branches are perfectly positioned to do the same.
At Kirtland Credit Union, Project Management Isn’t Just A Task. It’s An Ethos.
Aaron Passman
Kirtland Credit Union’s five-tiered scoring system and rigorous approval process might look like red tape, but it’s streamlining resource allocation and improving efficiency for credit union for growth.
Financial Wellbeing Is About More Than Vulnerability
Chris Howard
Half of Americans feel financially secure, yet one in five is suffering. A consortium of credit unions is changing the narrative by focusing on emotional engagement and trust.
How To Build AI Strategy In Real Time (Part 1)
Marc Rapport
Six credit union leaders share how they are balancing innovation and governance while deploying new tools.
How To Build AI Strategy In Real Time (Part 2)
Marc Rapport
Six credit union leaders share how they are balancing innovation and governance while deploying new tools.
Credit Union Finance Leaders Saddle Up For 2026
Aaron Passman
After an anxious 2025, CFOs and observers across the industry are preparing for the year ahead — for better or for worse.
Changes Are Why You Need Today’s Nacha Rulebook
Callahan & Associates
Quality payments are a hallmark of the ACH Network. Follow the rules and do right by members.
Hurricane Knocked The Power Out? New Orleans Firemen’s FCU Is Ready.
Aaron Passman
The next big storm in the Gulf isn’t an “if,” it’s a “when,” but the small Gulf-area credit union has a plan to help the community get back on its feet when the time comes.
6 Lessons For Credit Unions From Craft Breweries
Alix Patterson
Craft breweries demonstrate how commitment to value, operational agility, and community focus can ignite growth and drive property.