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.
Strategic Planning to Make a Credit Union Stand Out
April 22, 2016
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Local Government FCU makes standing out a core part of their strategic plan.
Collaboration Brings User Feedback to the Forefront
April 22, 2016
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Better Branches, LLC is a CUSO formed out of SAFE Credit Union’s need for a more consistent service and cross-selling approach across their branch network. As with other collaborative CUSOs, Better Branches benefits from the strengths of its owners.
Doubling One Credit Union’s Footprint
April 22, 2016
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Believing that members measure convenience with points of access, Texans Credit Union launches an aggressive branching strategy.
The Metamorphosis of a Credit Union – From SEG Legacy Branches to Online-Only Members
April 21, 2016
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After reconfiguring their branch network and average branch size, Keypoint Credit Union, has seen significant increases in member relationships and a strong member migration to the online channel for transactions.
The Patelco HSA Story: Onward and Upward
April 21, 2016
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Patelco’s HSA service has grown into a thriving program: deepening relationships with their SEGs, and increasing member penetration at those SEGs.
How will Jim Blaine Create Value in NC in 2007?
April 21, 2016
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Learn about Jim Blaine’s focus on members’ financial needs.
Branches in Retail Stores Propel Membership, Asset Growth
April 19, 2016
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BECU grew in assets from $3 billion in 1999 to $5 billion in 2004. One catalyst for this growth: 33 new branches built in retail stores.
Message To The Masses
April 19, 2016
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Electronic delivery channels have expanded credit unions’ reach, but effectively marketing through those services takes its own strategy.
Leaders Credit Union Takes The Lead In Digital Innovation
April 11, 2016
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Product meets marketing meets members in this small-town credit union that delivers high-tech solutions.
4 Ways To Rethink Employee Roles And Change Branches
April 8, 2016
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By creating new jobs or redefining old ones, credit unions are making branches more efficient and profitable.
Strategic Planning to Make a Credit Union Stand Out
Local Government FCU makes standing out a core part of their strategic plan.
Collaboration Brings User Feedback to the Forefront
Better Branches, LLC is a CUSO formed out of SAFE Credit Union’s need for a more consistent service and cross-selling approach across their branch network. ...
Doubling One Credit Union’s Footprint
Believing that members measure convenience with points of access, Texans Credit Union launches an aggressive branching strategy.
The Metamorphosis of a Credit Union – From SEG Legacy Branches to Online-Only Members
After reconfiguring their branch network and average branch size, Keypoint Credit Union, has seen significant increases in member relationships and a strong member migration to ...
The Patelco HSA Story: Onward and Upward
Patelco's HSA service has grown into a thriving program: deepening relationships with their SEGs, and increasing member penetration at those SEGs.
How will Jim Blaine Create Value in NC in 2007?
Learn about Jim Blaine's focus on members' financial needs.
Branches in Retail Stores Propel Membership, Asset Growth
BECU grew in assets from $3 billion in 1999 to $5 billion in 2004. One catalyst for this growth: 33 new branches built in retail ...
Message To The Masses
Electronic delivery channels have expanded credit unions’ reach, but effectively marketing through those services takes its own strategy.
Leaders Credit Union Takes The Lead In Digital Innovation
Product meets marketing meets members in this small-town credit union that delivers high-tech solutions.
4 Ways To Rethink Employee Roles And Change Branches
By creating new jobs or redefining old ones, credit unions are making branches more efficient and profitable.
Browse Topics
Financial Wellbeing Is About More Than Vulnerability
Chris Howard
Half of Americans feel financially secure, yet one in five is suffering. A consortium of credit unions is changing the narrative by focusing on emotional engagement and trust.
How To Build AI Strategy In Real Time (Part 1)
Marc Rapport
Six credit union leaders share how they are balancing innovation and governance while deploying new tools.
How To Build AI Strategy In Real Time (Part 2)
Marc Rapport
Six credit union leaders share how they are balancing innovation and governance while deploying new tools.
Credit Union Finance Leaders Saddle Up For 2026
Aaron Passman
After an anxious 2025, CFOs and observers across the industry are preparing for the year ahead — for better or for worse.
Changes Are Why You Need Today’s Nacha Rulebook
Callahan & Associates
Quality payments are a hallmark of the ACH Network. Follow the rules and do right by members.
Hurricane Knocked The Power Out? New Orleans Firemen’s FCU Is Ready.
Aaron Passman
The next big storm in the Gulf isn’t an “if,” it’s a “when,” but the small Gulf-area credit union has a plan to help the community get back on its feet when the time comes.
6 Lessons For Credit Unions From Craft Breweries
Alix Patterson
Craft breweries demonstrate how commitment to value, operational agility, and community focus can ignite growth and drive property.
It’s Been A Noisy, Yet Resilient Year For The U.S. Economy
Jason Haley
Look beyond the headlines to better understand what is driving current market trends and how they could impact credit union investment portfolios.
Every Member Deserves A Financial Oasis
Callahan & Associates
Discover how First Alliance Credit Union is redefining success by putting values and member needs at the heart of everything it does.
The K-Shaped Recovery And An Economy Divided
Tony Waltrich
Inflation, debt, and income inequality are fueling a K-shaped, post-pandemic recovery, widening the gap between different economic segments and challenging lower-income households.