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.
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.
Putting Portland Rentals Within Reach
February 4, 2020
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Consolidated Community Credit Union includes a security deposit loan among its package of new mortgage products that address the housing crunch in the Northwestern city’s market.
Best Of January 2020
February 4, 2020
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Welcome to the 2020s. Based on January traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.
First Financial Creates In-House AI/ML Lending Experience
February 3, 2020
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The Maryland credit union plans to soon go live with a decisioning system that provides speed, flexibility, and fairness.
6 Ways To Manage Multiple Corporate Offices
January 27, 2020
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Navy FCU and Corning Credit Union operate offices in different states. Leadership, culture, and communication are keys to their success.
Making Foundational Change $1 At A Time
January 7, 2020
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Funded by members, the SECU Foundation works closely with its vast branch network to balance giving and impact from the mountains to the sea.
HR, Analytics, And The Member Experience
December 30, 2019
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Four can’t-miss data points this week on CreditUnions.com.
7 CXOs Opine On The Member Experience
December 30, 2019
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The credit union leaders discuss opportunities and challenges and what they resolve to see happen in 2020.
Best Of Member Experience 2019
December 23, 2019
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Five ways credit unions are making it easier for members to conduct their financial business and live their lives.
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.
Putting Portland Rentals Within Reach
Consolidated Community Credit Union includes a security deposit loan among its package of new mortgage products that address the housing crunch in the Northwestern city’s ...
Best Of January 2020
Welcome to the 2020s. Based on January traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.
First Financial Creates In-House AI/ML Lending Experience
The Maryland credit union plans to soon go live with a decisioning system that provides speed, flexibility, and fairness.
6 Ways To Manage Multiple Corporate Offices
Navy FCU and Corning Credit Union operate offices in different states. Leadership, culture, and communication are keys to their success.
Making Foundational Change $1 At A Time
Funded by members, the SECU Foundation works closely with its vast branch network to balance giving and impact from the mountains to the sea.
HR, Analytics, And The Member Experience
Four can't-miss data points this week on CreditUnions.com.
7 CXOs Opine On The Member Experience
The credit union leaders discuss opportunities and challenges and what they resolve to see happen in 2020.
Best Of Member Experience 2019
Five ways credit unions are making it easier for members to conduct their financial business and live their lives.
Browse Topics
How A Florida Credit Union Rebuilt Retention After The Great Resignation
Marc Rapport
Longer onboarding, focus groups, and peer leadership help Community First retain strong employees year after year.
What’s In A Name: Chief Efficiency Officer
Savana Morie
Kelli Wisner-Frank serves as the linchpin between finance and innovation at Community Choice Credit Union, aligning automation, smarter processes, and cost discipline to turn front-line fixes into bottom-line wins.
How SWBC’s Contact Center Solutions Help Financial Institutions Stay Connected
Callahan & Associates
Delivering human-centered service in a digital world is no longer a luxury for credit union contact centers — it’s a necessity.
Amanda Garabedian On Leadership
Savana Morie
The CEO of Adventure Credit Union shares tips to maintain credibility amid rapid executive turnover and organizational change.
FedChoice Is Ready For The Next Government Shutdown – Whenever It Comes
Aaron Passman
A cross-functional team comprising nearly 20% of staff helped the Maryland-based credit union manage the crisis while staying focused on helping members.
Financial Nihilism Is Real, But How Can Credit Unions Respond?
Andrew Lepczyk
When money stops making sense, people suffer a crisis of financial confidence. Now’s the time to reconnect with members to help them establish long-term stability.
Exit Interview: Cheryl Sio, MembersAlliance Credit Union
Marc Rapport
From the teller line to the corner office, CEO Cheryl Sio’s story spans five decades of industry transformation and enduring leadership lessons.
What Was Once A Safe Corner Of Credit Union Portfolios Is Now A Source Of Pain
Callahan & Associates
Structured protection strategies provide potentially higher long-term total returns than bonds while muting the volatility and downside risk traditionally associated with equities.
Jim Morrell On Leadership
Aaron Passman
The CEO of Peninsula Community Federal Credit Union highlights how active listening and lessons from the basket ball court shape a culture of inclusive banking that serves members and employees.
2026 Begins With Market Sentiment Similar To 2025
Jason Haley
Look beyond the headlines to better understand what is driving current market trends and how they could impact credit union investment portfolios.