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.
5 Ways To Provide A Winning Member Experience
June 24, 2019
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These key do’s and don’ts will help any credit union build a superior member experience program in a snap.
A Flint Branch, Loan Participations, And 2018 Mergers
June 10, 2019
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Five can’t-miss data points this week on CreditUnions.com.
How ELGA Went All In On Downtown Flint
June 10, 2019
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It’s all a matter of timing as ELGA joins in on the revitalization of a once-moribund main street in one of America’s iconic industrial cities.
Best Of May 2019
June 3, 2019
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Based on May traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.
Education, MX, And Strategic Planning
May 13, 2019
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Five can’t-miss data points this week on CreditUnions.com.
How A New Member Experience Revived An Old Online Application
May 13, 2019
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MSUFCU journey mapped its eight-year-old online loan application process to identify, and address, pain points.
5 Ways To Say ‘No’ And Still Provide A Superior Member Experience
May 7, 2019
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Nobody likes to hear “no,” especially when it comes to money, but credit union lenders are delivering the news and working with members to get to “yes.”
6 Ways To Build A Better Onboarding Program
May 7, 2019
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The first few days of membership can make or break the entire member experience. Follow these steps to provide lasting value that fosters a long-term relationship.
Let The Robots Automate. Let The Humans Serve.
May 6, 2019
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How a New Jersey credit union uses new tools to automate old jobs and free up staff to serve members better.
Credit Unions Expand Their Electronic Footprint And The Cooperative Reach
May 6, 2019
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How many credit unions offer a convenient and valuable experience that doesn’t require stepping foot into a physical branch?
A Flint Branch, Loan Participations, And 2018 Mergers
Five can't-miss data points this week on CreditUnions.com.
How ELGA Went All In On Downtown Flint
It’s all a matter of timing as ELGA joins in on the revitalization of a once-moribund main street in one of America’s iconic industrial cities.
Best Of May 2019
Based on May traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.
Education, MX, And Strategic Planning
Five can't-miss data points this week on CreditUnions.com.
How A New Member Experience Revived An Old Online Application
MSUFCU journey mapped its eight-year-old online loan application process to identify, and address, pain points.
5 Ways To Say ‘No’ And Still Provide A Superior Member Experience
Nobody likes to hear “no,” especially when it comes to money, but credit union lenders are delivering the news and working with members to get ...
6 Ways To Build A Better Onboarding Program
The first few days of membership can make or break the entire member experience. Follow these steps to provide lasting value that fosters a long-term ...
Let The Robots Automate. Let The Humans Serve.
How a New Jersey credit union uses new tools to automate old jobs and free up staff to serve members better.
Credit Unions Expand Their Electronic Footprint And The Cooperative Reach
How many credit unions offer a convenient and valuable experience that doesn't require stepping foot into a physical branch?
Browse Topics
What Makes Good AI Policy? Start With Curiosity And Accountability.
Marc Rapport
As credit unions move from experimentation to adoption, leaders offer firsthand knowledge on what separates weak policies from strong ones that actually work.
Governance And Guardrails Help Credit Unions Navigate AI
Aaron Passman
How Members Cooperative focuses on structure, oversight, and clear expectations to ensure AI supports, not undermines, long term strategy.
What’s In A Name: Chief AI Officer
Aaron Passman
As Hudson Valley Credit Union’s artificial intelligence chief, Preetha Sekharan holds a rare role in the industry, but it’s one that is likely to become far more common in the future.
All Eyes On AI
Aaron Passman
Artificial intelligence for credit unions has moved from a future concept to today’s full-fledged leadership and governance challenge.
The Callahan Guide To The 2026 Final Four
Tony Waltrich
What happens when credit union performance data meets March Madness? Callahan’s proprietary model breaks down state-level results to forecast who takes home the hardware.
A Rewards Program That Relies On Relationships, Not Usage
Savana Morie
Nuvision’s Added Advantage program tracks member engagement across the credit union, then rewards relationships through better pricing and other perks.
Innovations Financial Bets Big On Small Business Lending
Aaron Passman
CDFI grant funding helps the Florida cooperative offer microloans for small businesses after many banks pulled out of its market.
How Marine Credit Union Shifted Its Foundation From Siloed To Symbiotic
Savana Morie
By aligning governance, leadership, and day to day operations, Marine Credit Union transformed its foundation from a parallel operation into a visible extension of the credit union brand.
How Today’s Market Is Stress-Testing Credit Union And Bank Earnings Models
Andrew Lepczyk
Credit union and bank earnings reflect different business objectives. Those differences matter for how financial institutions serve their markets.
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.
5 Ways To Provide A Winning Member Experience