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.
BECU Uses Strategic Branching Alternative to Serve Members
August 2, 2016
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BECU promises to actively serve people within their field of membership. But with only two brick and mortar branches, how are they fulfilling their commitment to over 300,000 members? In three words, the answer is: location, location, location. BECU didn’t reinvent the wheel in order to serve their members; they instead opened Express Service Centers in stores where their members already visit e
Looking For Mobile Coupons? There’s An App For That.
August 1, 2016
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White-labeled app offers combine local and national coupons, drawing business right out of the gate at Frankenmuth and MidUSA credit unions.
5 Ways To Supercharge The Branch Experience
July 25, 2016
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Retailers use sight, sound, smell, taste, and touch to their advantage every day. Credit unions can do the same.
How A New HQ Helps A Credit Union Tell Its Story
July 25, 2016
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Family Trust FCU uses a new headquarters building and artwork commissioned from local college students to underscore the connection between the cooperative and the community it serves.
Build More Meaningful Brick-And-Mortar
July 25, 2016
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This week, CreditUnions.com profiles institutions building and designing meaningful branch locations. Plus, we kickoff a special series detailing the search for Jim Blaine’s successor.
Salary Disclosures Are the Tip of the Spear
July 12, 2016
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Take a look at different credit union approaches to executive compensation disclosures. The ultimate goal of disclosure is to sustain members’ trust with the credit union.
4 Lessons From A Rocky Conversion
July 11, 2016
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VyStar Credit Union shares do’s and don’ts for transitioning an online banking platform.
87.9% Of U.S. Adults Do Not Use Mobile Banking. Do Your Members?
July 11, 2016
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This week, CreditUnions.com looks at best practices to make the most of mobile and online strategies.
4Front Credit Union Shares A Winning Approach To Online and Mobile Strategy
July 11, 2016
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Michigan credit union uses its new LOS to be everywhere its members need it to be.
4 Emails Pave The Path To Marketing Success
July 11, 2016
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How Redstone Credit Union’s small marketing staff used email analytics and automation to help sell thousands of new checking accounts.
BECU Uses Strategic Branching Alternative to Serve Members
BECU promises to actively serve people within their field of membership. But with only two brick and mortar branches, how are they fulfilling their commitment ...
Looking For Mobile Coupons? There’s An App For That.
White-labeled app offers combine local and national coupons, drawing business right out of the gate at Frankenmuth and MidUSA credit unions.
5 Ways To Supercharge The Branch Experience
Retailers use sight, sound, smell, taste, and touch to their advantage every day. Credit unions can do the same.
How A New HQ Helps A Credit Union Tell Its Story
Family Trust FCU uses a new headquarters building and artwork commissioned from local college students to underscore the connection between the cooperative and the community ...
Build More Meaningful Brick-And-Mortar
This week, CreditUnions.com profiles institutions building and designing meaningful branch locations. Plus, we kickoff a special series detailing the search for Jim Blaine's successor.
Salary Disclosures Are the Tip of the Spear
Take a look at different credit union approaches to executive compensation disclosures. The ultimate goal of disclosure is to sustain members’ trust with the credit ...
4 Lessons From A Rocky Conversion
VyStar Credit Union shares do’s and don’ts for transitioning an online banking platform.
87.9% Of U.S. Adults Do Not Use Mobile Banking. Do Your Members?
This week, CreditUnions.com looks at best practices to make the most of mobile and online strategies.
4Front Credit Union Shares A Winning Approach To Online and Mobile Strategy
Michigan credit union uses its new LOS to be everywhere its members need it to be.
4 Emails Pave The Path To Marketing Success
How Redstone Credit Union’s small marketing staff used email analytics and automation to help sell thousands of new checking accounts.
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?