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.
Show Them the Money
April 29, 2016
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Tyndall’s performance-based culture maximizes efficiency and incentivizes employees.
One Year Later — 24,000 Active RDC Users at DCU
April 29, 2016
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In March 2008, Digital Federal Credit Union ($4.5B, Marlborough, MA) launched a remote deposit capture service for members which has significantly increased their number of deposits.
Cash to Lucky Members, Savings to the CU, Members and the Planet
April 29, 2016
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State Employees’ Credit Union (SECU) Raleigh, NC ($15.9 billion) introduced a Million Dollar Sweepstakes in 2007 to encourage member checking account holders to convert from paper statements to e-statements.
The Best Way to Grow Members in 2009
April 29, 2016
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Bank mergers and acquisitions, both large and small, provide a crucial opportunity for increasing membership and deposits in credit unions, as typically twenty percent of the disappearing bank’s deposits will change financial institutions within a year.
The Call Center As A Mortgage Generator
April 29, 2016
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As part of the credit union’s strategic game plan, the call center at State Employees’ Credit Union originates all types of loans.
Reorienting a CU
April 28, 2016
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Pat Smith developed a successful plan that gave Unitus Community CU added recognition in the Portland area.
Saving Trees and Saving Time: What a Paperless Loan Department Can do for You
April 28, 2016
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Using online loan technology VAMCU Federal Credit Union ($40m, UT) has streamlined their loan process and eliminated the need for any paper loan documents. Learn how the credit union is benefiting from their new completely electronic system.
Eliminate Bill Pay Service Fees?
April 26, 2016
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Take a look at Wright-Patt Credit Union in Fairborn, Ohio. With about $1B in assets, and 145,000 members, Wright-Patt has changed their pricing structure for bill pay. Originally charging $4.95-7.95 per month depending on the type of checking account, Wright-Patt decided to offer bill pay for free as of August 2002. After the pricing change active usage of their bill pay service rose from 528 to 2
Four Ways that Neighborhood CU Grows Members
April 26, 2016
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After discussing Neighborhood CU’s community charter strategy, Mark Arnold, SVP, discusses the tactics used to grow members in this Part Two article.
UnitedOne Has Gone the Whole Nine with Youth
April 26, 2016
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In its ninth year of operating an in-school branch at Monroe Elementary School, UnitedOne has surpassed both its initial and revised goals for deposits.
Show Them the Money
Tyndall's performance-based culture maximizes efficiency and incentivizes employees.
One Year Later — 24,000 Active RDC Users at DCU
In March 2008, Digital Federal Credit Union ($4.5B, Marlborough, MA) launched a remote deposit capture service for members which has significantly increased their number of ...
Cash to Lucky Members, Savings to the CU, Members and the Planet
State Employees’ Credit Union (SECU) Raleigh, NC ($15.9 billion) introduced a Million Dollar Sweepstakes in 2007 to encourage member checking account holders to convert from ...
The Best Way to Grow Members in 2009
Bank mergers and acquisitions, both large and small, provide a crucial opportunity for increasing membership and deposits in credit unions, as typically twenty percent of ...
The Call Center As A Mortgage Generator
As part of the credit union’s strategic game plan, the call center at State Employees’ Credit Union originates all types of loans.
Reorienting a CU
Pat Smith developed a successful plan that gave Unitus Community CU added recognition in the Portland area.
Saving Trees and Saving Time: What a Paperless Loan Department Can do for You
Using online loan technology VAMCU Federal Credit Union ($40m, UT) has streamlined their loan process and eliminated the need for any paper loan documents. Learn ...
Eliminate Bill Pay Service Fees?
Take a look at Wright-Patt Credit Union in Fairborn, Ohio. With about $1B in assets, and 145,000 members, Wright-Patt has changed their pricing structure for ...
Four Ways that Neighborhood CU Grows Members
After discussing Neighborhood CU's community charter strategy, Mark Arnold, SVP, discusses the tactics used to grow members in this Part Two article.
UnitedOne Has Gone the Whole Nine with Youth
In its ninth year of operating an in-school branch at Monroe Elementary School, UnitedOne has surpassed both its initial and revised goals for deposits.
Browse Topics
Member Experience Is Everything
Aaron Passman
Explore best practices to streamline service, inspire leadership engagement, and improve the member experience.
2 Hot Takes On Member Growth
Rebecca Wessler
Member growth is slowing. What can credit unions do about it? Callahan experts explore how purpose and financial wellbeing might be the key to sustainable member growth.
How Credit Unions Can Compete Through Omnichannel Member Experiences
Callahan & Associates
Futureproof your credit union. Learn how ASAPP Financial Technology’s bank.io OXP | Omnichannel Experience Platform supports credit unions as they compete against direct-to-consumer fintechs.
Why Service And Support Should Guide Your Technology Decisions
Callahan & Associates
Choosing the right credit union core technology provider helps members, employees, and the credit union thrive.
Insights From The Outside: Erling Amundson
Marc Rapport
When Erling Amundson made the jump from Fortune 500s to Langley Federal Credit Union, he brought a knack for member service and systems that listen, learn, and evolve.
3 Ways To Build A Better Member Experience
Rebecca Wessler
Credit unions improve the member experience through training, bilingual service, and bold branch strategies. Explore three stories that show what it takes to connect.
The Member Experience Revolution
Omar Shalabi
How changing consumer behavior is redefining branches as community spaces for advice, education, and connection.
How Credit Limits Impact Cardmember Usage And Loyalty
Callahan & Associates
Increases in credit limits strengthen trust and loyalty; denials risk driving cardholders away.
Don’t Wait For Data. FirstLook Analysis Is Available Today.
Callahan & Associates
Callahan & Associates provides an early look at quarterly performance results. Sneak a peek at the latest trends here.
Wright-Patt Turns Purpose Into Property For First-Time Homebuyers
Savana Morie
The Ohio credit union’s Sunshine Community Fund is backing new homes in Dayton, combining financial support, education, and cross-team collaboration to empower first-time buyers.