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.
Holding to a Solid Strategy
April 29, 2016
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Legacy FCU in Birmingham aggressively began positioning itself in the marketplace several years ago and now is reaping rewards.
Breaking the Brick and Mortar Barrier
April 29, 2016
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As an early adopter, Workers’ Credit Union builds on 10 years of successful online services.
A Tipping Point in 2010
April 29, 2016
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North Island Credit Union put in place a rigorous cost-cutting regime as soon as the economic crisis hit.
How Northwest FCU Attracted $1.4M in New Loans Using Personalized Email
April 29, 2016
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By using personalized emails with an interest rate special, Northwest FCU attracted more than $1 billion in new loans.
Building a Strong Branch Network
April 29, 2016
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America First Federal Credit Union added six new branches in 2007 to their existing 70.
Offering Mulitple Mobile Options for Different Member Segments
April 29, 2016
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Proponent FCU’s mobile strategy includes different text options to meet the needs of two important segments — Gen Y and Internet banking users interested in receiving mobile alerts.
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.
Holding to a Solid Strategy
Legacy FCU in Birmingham aggressively began positioning itself in the marketplace several years ago and now is reaping rewards.
Breaking the Brick and Mortar Barrier
As an early adopter, Workers' Credit Union builds on 10 years of successful online services.
A Tipping Point in 2010
North Island Credit Union put in place a rigorous cost-cutting regime as soon as the economic crisis hit.
How Northwest FCU Attracted $1.4M in New Loans Using Personalized Email
By using personalized emails with an interest rate special, Northwest FCU attracted more than $1 billion in new loans.
Building a Strong Branch Network
America First Federal Credit Union added six new branches in 2007 to their existing 70.
Offering Mulitple Mobile Options for Different Member Segments
Proponent FCU's mobile strategy includes different text options to meet the needs of two important segments -- Gen Y and Internet banking users interested in ...
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 ...
Browse Topics
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.
Exit Interview: Deb Vollmer
Aaron Passman
The retired Langley FCU executive looks back on a career shaped by industry change, evolving leadership responsibility, and a constant focus on serving members first.
How Affinity FCU Became A Financial First Responder
Callahan & Associates
The New Jersey-New York metro credit union shares how a wellbeing-led strategy ensures members know where to turn first when life gets difficult.
Running With Scissors: The Bold Side Of Personalization
Callahan & Associates
To become skilled at personalization, credit unions must stop making assumptions about what resonates with members and start leveraging data to be sure.
A Short Guide To Compliance With The New Succession Planning Rule
Jennie Boden
Check all the right boxes while tying your credit union compliance efforts to strategy.