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.
Credit Unions And Coronavirus, Lessons In Leadership, Small-Town Branching
March 16, 2020
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Five can’t-miss data points this week on CreditUnions.com.
A Small-Town Branch Strategy For Dispersed Members
March 16, 2020
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East Idaho Credit Union calls the state’s second-largest city home but also has branches in communities with fewer than 1,000 residents, where members are known to drive 30 miles or more to conduct their financial business.
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.
Credit Unions And Coronavirus, Lessons In Leadership, Small-Town Branching
Five can't-miss data points this week on CreditUnions.com.
A Small-Town Branch Strategy For Dispersed Members
East Idaho Credit Union calls the state’s second-largest city home but also has branches in communities with fewer than 1,000 residents, where members are known ...
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.
Browse Topics
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.
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.
What’s In A Name: Vice President Of History & Culture
Aaron Passman
How a unique 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.
Fraud Is Faster, Smarter, And Harder To Stop. Here’s How To.
Callahan & Associates
RKL offers insight, expertise, and experience to help fight off growing threats.
The Numbers Are Good. The Moment Is Hard.
William Hunt
Members are anxious about their financial futures, even as credit unions remain financially strong. Institutions that respond to this moment can make 2026 a turning point.
Wages Are Growing. Wallets Are Not.
Sherry Virden
Global events are flowing directly into household budgets, reshaping how credit union members save, borrow, and cope. Such trends don’t always show up in headline data.
Credit Unions Are Having A Margin Moment
Tony Waltrich
Credit unions are benefiting from a rare margin advantage as loans reprice slower than deposits. The question now is how institutions will use that strength to better serve members.
Where Have All The Members Gone?
Omar Shalabi
Membership growth is slowing, but financial activity is not. What does the modern financial relationship look like?
5 Takeaways From First Quarter Credit Union Performance Data
William Hunt
Inflation, war, and uncertain futures have reshaped members’ needs in 2026. What does credit union performance data from the first quarter of 2026 say about household budgets, inflation pressures, and more?